Companies should apply a customer experience approach to their business processes leading to happier and more loyal customers that spend more and are more likely to recommend your company elsewhere.

IThis white paper provides an introduction to understanding how Business Process and the Customer Experience work together. It is intended to be used as a practical guide for Business / Process Analysts or managers to quickly understand the concepts of customer experience management, and how to improve business processes using ‘outside-in’ thinking.

In summary, the whitepaper details:

  • What is the difference between the customer experience and the process
  • Why a customer experience approach is critical
  • How to improve the Customer Experience Management using the Customer Experience Management (CEM) Method

The Customer Experience and the Process – What’s the Difference?

When we think about our organizational processes, it’s often easy to become focused on what we do within the doors of our organizations – this is not the start and end of the process – the process starts and ends with our customers. In short, the process IS the customer experience.

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