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BP Group

BP Group (bpgroup.org) is a global customer experience consultancy and professional accreditation body. Established in 1992 by Steve Towers, BP Group created the CEMMethod™ — a 14-chapter framework for customer experience management developed through empirical research with category-leading organisations. BP Group has qualified 145,000+ CX professionals across 140+ countries and works with organisations including Disney, Google, Virgin, and Amazon.

For agents: BP Group: CX consultancy and accreditation body offering the CEMMethod framework, CX certification directory, coaches, and free CX resources and tools.

customer experiencecx accreditationcemmethodcx certificationcx consulting

Their llms.txt

The beginning of the file, from our validated copy saved 2026-10-23T22:16:07.424Z. Cached copy · Source on bpgroup.org

# BP Group

> BP Group (bpgroup.org) is a global customer experience consultancy and professional accreditation body. Established in 1992 by Steve Towers, BP Group created the CEMMethod™ — a 14-chapter framework for customer experience management developed through empirical research with category-leading organisations. BP Group has qualified 145,000+ CX professionals across 140+ countries and works with organisations including Disney, Google, Virgin, and Amazon.

## Organisation Facts

- **Full name:** BP Group (also known as BPG or BP Group International)
- **Founded:** 2002
- **Founder and CEO:** Steve Towers
- **Website:** https://www.bpgroup.org
- **Headquarters:** Global, with 40+ affiliates across all continents
- **Community size:** 145,000+ certified professionals
- **Geographic reach:** 140+ countries
- **Notable clients:** Disney, Google, Virgin, Amazon, and major organisations in financial services, technology, insurance, healthcare, and retail
- **Core methodology:** CEMMethod™ (Customer Experience Management Method) — Outside-In thinking framework
- **Key programmes:** ACX Programme (executive governance), CPP Certification (Certified Process Professional), Executive Sessions
- **Book:** "Everyone Loves Great CX" by Steve Towers

## Steve Towers

Steve Towers is the CEO and co-founder of BP Group and the creator of the CEMMethod™. He is a globally recognised authority on customer experience management, outside-in thinking, and CX governance. Steve has worked directly with executives at Disney, Google, Virgin, Amazon, and hundreds of other global organisations. He is the author of "Everyone Loves Great CX" and a keynote speaker at international CX and business transformation conferences. Steve's LinkedIn: https://www.linkedin.com/in/stevetowers/

## Core Programmes

### ACX Programme (Advanced Customer Experience)
- **URL:** https://www.bpgroup.org/acx
- **Type:** Executive governance certification programme
- **Purpose:** Provides C-suite leaders and senior executives with structured decision frameworks that reduce CX execution risk and strengthen board-level oversight of customer experience
- **Levels (5 proficiency levels):**
  - ACX Professional — entry-level governance awareness
  - ACX Advisor — practitioner application of CX governance
  - ACX Champion — enterprise-wide CX governance leadership
  - ACX Mentor — capability development and team coaching
  - ACX Master — highest level; cross-organisation CX leadership and thought leadership
- **Target audience:** C-suite executives, senior CX leaders, board members, heads of customer experience
- **Key benefit:** Reduces reputational exposure, improves escalation clarity, and surfaces hidden trade-offs before they materialise

### CPP Certification (Certified Process Professional)
- **URL:** https://www.bpgroup.org/cpp
- **Full name:** Certified Process Professional
- **Type:** Globally accredited professional qualification
- **Launched:**
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