Transforming your Customer Experience - the Psychology that Drives Differentiation
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Transforming Your Customer Experience: The Psychology that Drives Differentiation

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BTOES Insights Official
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March 29, 2017

WHITE PAPER: The Value of A Modern Approach to BPM

Courtesy of Signavio

Today’s digital world creates a new change imperative.

We live in a world – in our lives as individuals outside work, as well as our lives at work inside organisations – where digital technology is the most potent force driving transformation. Global use of digital technologies is fuelling globalisation of competition, and raising customers’ expectations. It’s forcing organisations in developed economies in particular to focus on trying to differentiate themselves through customer experience excellence, rather than just focusing on product or price; while at the same time continuing to minimise their costs by sourcing capabilities to third parties and through increased automation.

This ‘digital shift’ is creating a completely new business context for change than the one that most organisations are used to, or configured to deal with. The result of this new business context is that change programmes need to have broader scopes, and they need to deliver results in new ways...

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About the Publisher

Signavio helps you transform your business through optimized processes & decisions. First, you can get a clear picture of your organization's operations using the Signavio Process Editor, our best-in-class process modeling solution. Once processes are modeled, it's easy to identify and eliminate inefficiencies that are slowing your enterprise down or leading to inconsistent behavior. Our new Process Intelligence solution then adds in big data analytics, giving you insight into how vital processes are actually performing. The collaborative, intuitive nature of all Signavio software enables you to leverage the expertise of all stakeholders to foster a true process culture. 

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