Explore the vital role of Customer Experience Management with insights on journey mapping, process transformation, and architecture design from today’s experts in the field.
A new podcast episode of What’s Your Baseline was published on Jun 26, 2023:
Overview:
This episode discusses Customer Experience Management (CXM) in relation to Business Process Management (BPM), highlighting the importance of an outside-in perspective, the purpose of Customer Journey Mapping, and methods for designing and measuring customer experience.
Core content:
- CXM offers an outside-in perspective, contrasting with the inside-out view typically approached by BPM.
- The episode covers the benefits and risks associated with implementing Customer Experience Management in businesses.
- Incorporates key concepts such as Customer Journey Mapping, Persona Maps, and Value Proposition Design.
- Discusses how CXM integrates into process and architecture transformation lifecycles.
Learnings:
- Gain insights into the purpose and framework of Customer Journey Mapping for effective CXM.
- Understand the critical balance between internal and external perspectives in process management.
- Learn how to design various maps like Empathy Maps and Stakeholder Maps to enhance customer experience.
- Discover methods to effectively measure and analyze Customer Journeys.
The original content was published in English.