Best Practice Report

Fix Business Processes To Improve Customer Experiences

April 24th, 2020
With contributors:
Joana de Quintanilha , Harley Manning , Abigail Livingston , Kara Hartig


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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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.