Fix Business Processes To Improve Customer Experiences

April 24th, 2020

TJ Keitt

Rob Koplowitz

With contributors:

Joana de Quintanilha , Harley Manning , Abigail Livingston , Kara Hartig

Summary

The key to improving customer experience (CX) is improving the processes that support customer journeys. But CX teams often lack any real expertise in business process management. So how can those teams acquire this expertise? This report provides a framework for building organizational structures that bring together CX and business process professionals to understand customer journeys, evaluate underlying business processes, and work together to improve experiences.

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