A seasoned practitioner with over 40 years of hands-on experience, Steve is one of industry's noted experts in Customer Experience, Advanced Business Process Management (BPM) and Performance Transformation. He heads the Research & Professional Services network within the BP Group.
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As a co-founder of www.bpgroup.org in 1992 Steve developed the world’s first and premier network for Business Process Management & Performance professionals. Now in 118 countries with membership of 110,000+ and 40+ global partners.
A noted leader Steve works as a mentor, coach and consultant and has helped pioneer through research and ‘hands-on’ exposure to the world’s leading companies the evolution to Advanced BPM aka 'Outside-In '. Recently recognised as a global thought leader in ‘Outside-In’ Steve continues to evolve process thinking towards a customer centric view of business.
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Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, South Africa
Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.
Reem Elsadig, Sudan
Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!
Yanese Angeles, Dominican Republic
You started me out on this journey my friend. Thanks for letting me live out my passion!
Molly Redenbaugh, Iowa, United States
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An inspirational speaker (he has chaired and keynoted at more than 20 international conferences since 2006), contributor to leading journals and author of several books including
- A Senior Executives Guide to BPR (1994)
- In Search of BPM Excellence (2004)
- Thrive! How to Succeed in the Age of the Customer (2005)
- CEM - Success without Exception (2006) and
- Outside-In. The secret of the 21st century leading companies (2010)
Steve previously worked for Citibank where he led restructuring and business process transformation programs both in the US and Europe.
Advisor to several boards across the globe and sits on the steering panel of the influential California based BPM Forum, a group of distinguished 'C' Levels heading up Global 500 companies.
He received the "Lifetime Achievement Award for contribution to Business" at Gartners Annual Summit in 2007.
He was admitted to the Architect World Hall of Fame in 2011.
Steve lives with his wife Penny and family in the UK and US.
Read of recent work at http://www.stevebtowers.com and reach him at steve.towers @ bpgroup.org
Specialties
Customer Experience Management
Customer Expectation Management
Business Process Management
Business Process Transformation
Business Process Re-engineering
Business Process Improvement
Outside-In
Enterprise Architecture
Coaching
Mentoring
Performance Management
Process Improvement
Process Excellence
Project Management Office
Strategy Execution
Training
Change Management
Strategic Alignment
Agile
BPR
BPM
ABPM
OI
BPI
EA
Architecture
Benefit realisation
Continuous Improvement
Six Sigma
Lean Sigma
Lean Six Sigma
Airlines
Telecom
Utilities
Government
Finance
