Customer Experience ManagementA single view of the customer
© 1992-2015 www.BPGroup.org
Customer Journey Mapping – what is on the surface, what the customer ‘sees’
© 1992-2015 www.BPGroup.org
Process Excellence, BPM, Process Mapping, IT Systems, Enterprise Architecture, – what is below the surface,What the organisation has to do to deliver the product/service
© 1992-2015 www.BPGroup.org
© 1992-2015 www.BPGroup.org
Customer Experience Management
a single view
of the
customer
The Customer Experience Management Method™ enables the organisation to organise and align the Customer Experience toWin the triple crown – lower costs, higher revenues, enhanced service simultaneously.
Customer Experience ManagementA single view of the customer
© 1992-2015 www.BPGroup.org
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