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Ep. 49 - Customer Experience Management
Manage episode 367047359 series 3007154
Roland Woldt / J-M Erlendson에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Roland Woldt / J-M Erlendson 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
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.
--- Support this podcast: https://podcasters.spotify.com/pod/show/whatsyourbaseline/support97 에피소드
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