2015-01-09

#BPM for CX (customer experience) - example

This blogpost is an illustration for the previous one "Practical Process Patterns: Customer eXperience As A Process (CXAAP) " http://improving-bpm-systems.blogspot.ch/2013/06/practical-process-patterns-cxaap.html

Below is an animation of  the ticketing process which is part of internal (corporate) processes and which has to work TOGETHER with a buying process (executed by a customer).

Explicit modelling of both processes allows to anticipate all possible touch-points (between corporate and customer) and arrange in advance that all touch-points work very well.



Potentially, the process mining should help us to find "customer process".

A related post at https://www.linkedin.com/pulse/understand-customer-lifecycle-create-impact-melvin-brand-flu


Thanks,
AS
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