Customer-Infused Process Improvement
Process improvement and customer experience have traditionally served different roles in a company. However, these two disciplines are intersecting as customer experience looks to process improvement to operationalize key customer interactions and process improvement needs customer experience to provide customer-focused insights and continually monitor new processes. Temkin Group proposes that companies bring these two approaches together into Customer-Infused Process Change. During this webinar with Jen Rodstrom you will learn five strategies to drive this new approach: Prioritize Improvements Across Customer Journeys, Embrace Deep Customer Empathy, Involve Customers in Solution Development, Innovate to Meet Latent Needs, and Measure Success with Customer-Focused Metrics.
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