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Understanding Customer Experience Management in BPM

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.

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