Customer Experience

Customer Experience: Expectation & Execution

Process maps are a valuable way to identify waste and streamline operations. This is especially important as every organization has accelerated their digital transformation efforts. In the first few months when COVID-19 drove every customer online, they were happy with a patchy digital experience. The first organizations to get a service up and running gained massively as there was limited competition. But a year on, most organizations have some online service so customers are now able to be selective. They are choosing organizations that have a great online experience. What does that mean? Expectation and execution. The promise of the website is delivered by the back office.

The Value Creation System

The purpose of business is to create and keep a customer.”(Peter Drucker)

This article proposes a conceptual framework for describing business organizations as complex systems, much like live organisms, whose parts function in an orchestrated manner for the sole purpose of creating customer value. 

The impetus behind it was the growing realization that while most business publications focus on the tactical aspects of running a business (the “how” of the business), few tackle head-on are the foundational principles of strong business models (the “why” of a business). 

Building an Enterprise Process Map (part 2 of 2)

In the prior article, Enterprise Process Map (Part 1 of 2), I promoted enterprise process maps as a tool to enhance operational clarity and create a shared view of a company’s capabilities. It is this shared perspective that accelerates business planning and improvement activities as the time to get everyone on the same page is vastly reduced. In lieu of such a foundational view, leaders setting strategy are essentially planning a road trip without awareness of the roads to the destination.

Mounting Pressure for Better Decisions

We are in a perfect storm for making great decisions and nothing less. There are converging forces that put a premium on better decisions in that organizations are being asked for more in a changing world. At the same time the number of assists that are available to boost better decision making are also emerging quickly. What are these forces and boosts to increase an organization's ability to make better at the minimum and great decisions at a maximum? The coming decision wars will be at the forefront of success going forward for organizations and individuals.

Forces Affecting Decisions:

Business Contexts Shifting Faster

Essential Skills for Digital Business Leaders

A successful digital business initiative relies upon adopting agile principles, an enduring focus on improving customer experience and executing programs with a business process based view with enabling digital information technology.

Measuring what matters to customers and challenging the current operating model of the business are two important characteristics of digitally mature organizations.

Join Gregg Rock and our leading digital business experts as they discuss the critical skills needed in your digital transformation initiatives:

  • Introduction to Digital Business
    • by Andrew Spanyi
  • Design Thinking Applied
    • by Clay Richardson
  • Robotic Process Automation
    • by Cornelius Pone
  • Digital Customer Experience
    • by Andrew Spanyi
Webcast Date: 
Sun, 03/04/2018 - 13:00

Customer Experience is the key to Operational Excellence Success

A September 2015 survey of 150 Operational Excellence (Op Ex) professionals found that 38% of respondents listed Customer Experience (CX) as their number one priority in Op Ex.  That’s both good news and bad news. The good news is that nearly 4 out of 10 Op Ex professionals recognize that CSX is central to Op Ex success. The bad news is that 62% – don’t. 

There’s no doubt that Op Ex success also relies on other factors such as leadership and culture. But if an organization doesn’t put customers first – they may find themselves optimizing to a decreasing share of the market.  Op Ex professionals will recognize the importance of focusing on customer experience as it has been part of the lean movement since 1988. 

Operational Excellence and Superior Customer Experience

Each quarter, the American Customer Satisfaction Index issues an update of overall U.S. customer satisfaction. The national ACSI score for the period 1994 through 2015, as depicted below, reflects an aggregate of customer satisfaction with companies that comprise a large cross-section of the economy.*

SpanyiAug1

National ACSI Score

It’s worthwhile noting that the ACSI score for Q$ in 2015 is well below the baseline 1994 level. This is just one indication that customers’ expectations are outpacing the ability of organizations to deliver.

Meet the Author: David Hamme, Customer Focused Process Innovation

Author of Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution

For any organization to prosper, its leadership must drive bottom line results, expand the product offerings, and identify opportunities to better strategically position the organization. But all too often they look to trendy business practices or copy the competition. They don’t know the answers to basic questions: How do things really work and fit together in this organization? What does the customer really want from us? Who really does what and where do I fit in? How can I move the ball forward? Without these answers, the organization’s innovation capabilities are limited.

Webcast Date: 
Wed, 04/27/2016 - 00:30

Amplifying BPM with Customer Experience and Design Thinking

In the modern Digital world, Customer Experience is a critical factor for success in BPM. Organizations can apply Design Thinking framework to map the right emotional innovation factors and succeed in the BPM transformation.

Amplifying BPM with Customer Experience and Design Thinking

Transforming Customer Experience with BPM

In this white paper, we’ll demonstrate how BPM can transform CX and provide the following benefits for your business:

  • Streamlined, optimized customer processes
  • Consistent experience
  • Management visibility
  • Tracking and improvement
  • Faster, higher quality service
  • Compliance with regulations and reduced risk
  • Better collaboration between business units
  • Ability to react to Business Moments and Changes.

BPM is an essential element of improving your Customer Experience. Find out how:

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