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For Customer Experience Professionals

Fix Business Processes To Improve Customer Experiences

April 24, 2020

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Why Read This Report

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.

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Table of Contents

  • Customer Experience Improvements Require Process Improvements
  • CX Leaders Need To Build Structures To Link Journeys And Process
  • Recommendations

  • Incorporate Process Mapping Into Your Journey Mapping Approach
  • Supplemental Material
  • Related Research Documents

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