Tag Archives: Customer Journey
Messy processes – Messy customer experiences?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems! Continue reading read more
Business Process or Customer Journey?
Wikipedia describes a business process as a collection of related, structured activities or tasks that produce a specific service or product. It can often be visualized with a flowchart as a sequence of activities with interleaving decision points with relevance rules based on data in … read more
Business Process is Dead: Long Live Customer Journeys!
Over the past year it has become increasingly noticeable that organisations no longer wish to talk about Business Process. It’s too inward focused, too biased toward internal activities and too reliant on driving operational efficiency with little regard for customer … read more