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Ep. 49 - Customer Experience Management
Manage episode 367047359 series 3007154
Welcome to the last episode of our podcast in Season 4 (no worries, we'll be back for a Season 5). Today we are talking about Customer Experience Management, which is complimentary to BPM and EA.
The key difference is that Customer Experience Management has an outside-in perspective on things, versus the inside-out perspective of your organization, which many BPM groups try to capture and manage. The point is that you shouldn't stop with this, but rather create an additional view in your architecture, that then can be designed - just as you design your process or app landscapes.
In this episode of the podcast we are talking about:
- What is the purpose of Customer Journey Mapping?
- Outside-in vs inside-out perspective
- What benefits / risks are there on businesses that justify the need for CXM/CJM?
- How does this fit into a process and architecture transformation lifecycle?
- Who contributes to Customer Experience Management?
- How to design Customer Experience
- How to measure Customer Experience?
- How to analyze Customer Journeys?
Please reach out to us by either sending an email to hello@whatsyourbaseline.com or leaving us a voice message by clicking here.
108 episoder
Ep. 49 - Customer Experience Management
What's Your Baseline? Enterprise Architecture & Business Process Management Demystified
Manage episode 367047359 series 3007154
Welcome to the last episode of our podcast in Season 4 (no worries, we'll be back for a Season 5). Today we are talking about Customer Experience Management, which is complimentary to BPM and EA.
The key difference is that Customer Experience Management has an outside-in perspective on things, versus the inside-out perspective of your organization, which many BPM groups try to capture and manage. The point is that you shouldn't stop with this, but rather create an additional view in your architecture, that then can be designed - just as you design your process or app landscapes.
In this episode of the podcast we are talking about:
- What is the purpose of Customer Journey Mapping?
- Outside-in vs inside-out perspective
- What benefits / risks are there on businesses that justify the need for CXM/CJM?
- How does this fit into a process and architecture transformation lifecycle?
- Who contributes to Customer Experience Management?
- How to design Customer Experience
- How to measure Customer Experience?
- How to analyze Customer Journeys?
Please reach out to us by either sending an email to hello@whatsyourbaseline.com or leaving us a voice message by clicking here.
108 episoder
Alla avsnitt
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1 Ep. 88 - AI-Driven Task Mining: Tuhin Chakraborty 47:08

1 Ep. 87 - Process Management Education: Matúš Mala 1:04:43

1 Ep. 86 - Successful Architecture Implementation (Roland wrote a book) 1:01:45


1 Ep. 84 - Unleashed Enterprise Architecture: Leslie Robinet 55:30

1 Ep. 83 - Process Community: Hanneke Loefs-Mos 46:34




1 Ep. 80 - Execution-Aligned Strategy: Dan Marquez and Craig Overmars 55:19

1 Ep. 79 - GRC From a Process Perspective: Michael Schank 49:55


1 Ep. 77 - Mergers & Acquisitions: Luca de Risi and Nick Reed 54:56

1 Ep. 76 - BPM/EA Misconceptions: Caspar Jans & Russell Gomersall 1:02:09

1 Ep. 75 - Business Architecture For A New Product: Mike DeCamp 51:13
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