Ep. 49 - Customer Experience Management

What's Your Baseline? Enterprise Architecture & Business Process Management Demystified

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för 2 år sedan 1:14:09

MP3•Episod hem

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.

107 episoder

#Business #Roland Woldt / J-M Erlendson

Ep. 49 - Customer Experience Management

What's Your Baseline? Enterprise Architecture & Business Process Management Demystified

published för 2 år sedan

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MP3•Episod hem

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.

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.

107 episoder

#Business #Roland Woldt / J-M Erlendson

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What's Your Baseline? Enterprise Architecture & Business Process Management Demystified

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Oh, why do I need a special EA/BPM tool? I am managing my apps in a spreadsheet just fine. That is one of the misconceptions that I have heard over the last twenty-something years of me helping clients to stand up practices and increase their EA/BPM maturity. And there are tons more of those ... Well, our first guest doesn't need an introduction since he has been on the show already: Caspar Jans. But for those of you who don't know him, he is not only working in the BPM space for decades but is also the co-host of the BPM360 Podcast, being recognized as a Top 50 voice in operational excellence by the PEX / Process Excellence Network in 2023, and he writes a newsletter on LinkedIn. Our second guest is Russell Gomersall, who is the other co-host of the BPM360 Podcast and is a Senior Partner at bpExperts GmbH. His expertise lies in developing and applying the BusinessFlows-MetamodeI, bpExperts proprietary method for process-centric business transformations, and leading the TechLab, their competence center for technology-driven process optimization. Russell also act as the Chief Cheerleader and Value Owner of Passion, one of his core values, and fosters a culture of enthusiasm, engagement, and collaboration among bpExpert's team and customers. In this episode of the podcast we are talking about (and I am not sure if we used all of the misconceptions below, but so be it): Russell's and Caspar's backgrounds Architecture Usage Projects What is all the fuzz about this stuff? How to use the tools / the discipline Skills Caspar is easy to reach on LinkedIn and also has a website that contains his writings (and his newsletter "Process Extraordinaire Weekly" on LinkedIn here ). Russel can be found on LinkedIn here: https://www.linkedin.com/in/russellgomersall/ . You can find their podcast BPM360 wherever you get your podcasts or on their website: https://www.bpm360podcast.com/ . Please reach out to us by either sending an email to hello@whatsyourbaseline.com or leaving us a voice message by clicking here .…

What's Your Baseline? Enterprise Architecture & Business Process Management Demystified

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What's Your Baseline? Enterprise Architecture & Business Process Management Demystified

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Ep. 74 - Process Mining Readiness: Olaf Geyer 42:29

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A lot of folks who are beginning with Process Mining see this as a technical or academic exercise and just want to know “how things works”. But what is that worth? You need to be able to implement changes based on your analysis. Otherwise, the exercise has no value IMHO (besides if it is a Proof-of-Concept in a sales situation, but even then you should choose a process that you get some actionable insights from). We are speaking with Olaf Geyer about this topic. Olaf is a very experienced BPM consultant and held multiple leadership roles in the past, such as Consulting Director, Customer Success Director, or leading the Consulting Team for the Americas at one BPM software vendor. These days he is working in the professional services organization at Software AG and is focussing on Process Mining and the consulting methodology that his team uses when working with clients. The Process Mining Readiness Assessment is one of the “products” that came out of that work. In this episode of the podcast we are talking about: Olaf’s background (and the long history we are sharing at two employers) Why doing a Process Mining Readiness activity – what are the experiences that Olaf has made in the past that led to the development of the offering? Criteria for picking the right process as the first Process Mining project Objectives for the first project and how it fits into the “bigger picture” Data readiness as critical factor supporting a goal-oriented Process Mining What is goal-based / hypothesis-based Process Mining? What is the result of the Process Mining Readiness Assessment and what do you do with it? Olaf can be reached on LinkedIn here: https://www.linkedin.com/in/ogeyer/ . Please reach out to us by either sending an email to hello@whatsyourbaseline.com or leaving us a voice message by clicking here .…

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Ep. 49 - Customer Experience Management

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