Adapt Business Process Improvement For Customer Experience

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.