Customer Centricity" - the Key To Successful BPM Program
The customer agenda has been with us theoretically for decades but the implications and practical implementation is still relatively immature. The implications of better harnessing the customer agenda are simply massive from a business performance and competitive differentiation perspective. They impact virtually every aspect of how a company should operate.
This solution explains how Successful BPM programs are structured to bring in some of the more recent advances in customer centricity.
Understand why the customer agenda is now superseding virtually every other initiative in terms of strategic importance. Hear case studies around both the winners and the losers. Understand why traditional approaches such as Voice of Customer only uncover about 60% of the potential prize. Learn how to create an understanding of customer outcomes and experience needs that significantly exceeds what the traditional “best in class” can deliver. We then discuss the implications of this understanding on the most modern BPM learnings and workshops.