Business Process Management: An Emerging Core Competency for Customer Experience Management
Drawing upon several years of ongoing research, Digital Clarity Group has identified the ten core competencies that every organization needs to deliver world-class customer experience. The competencies serve as a framework for assessing the capabilities you have within your organization, and then identifying what’s missing. Armed with knowledge about your competency gaps, you can seek out service provider partners who will complement your own capabilities. By establishing relationships that complete your competencies picture, you can move forward with your customer experience management (CEM) initiatives with the confidence that comes from knowing that you’re enabled for success.
This paper by Connie Moore is the first in a series that takes a deep-dive look into each of the ten core competencies for holistic CEM. It focuses on business process management (BPM). Connie starts with an updated definition of BPM as practiced by modern organizations. She explains how BPM and CEM work together to benefit customers externally while establishing process excellence internally. Connie’s insights and advice will be especially valuable if your organization recognizes that customer experience is far more than digital marketing.
To learn more about the ten core competencies, read Are You Ready for Customer Experience Management?Download now