Adapt Business Process Improvement For Customer Experience

January 10th, 2013

Paul Hagen

Derek Miers

With contributor:

Harley Manning

Summary

Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation, but they need the help of process improvement and business architecture professionals to operationalize fundamental changes within the business. This report outlines how customer experience professionals can work with their business process and architecture colleagues to transform, optimize, and continuously improve the customer experience ecosystem at their companies — and ultimately to unite the teams.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.