The document discusses customer experience management and emphasizes the importance of having a single view of the customer. It introduces customer journey mapping and highlights the necessity for organizations to align their processes to optimize customer experience, ultimately achieving lower costs, higher revenues, and improved service. The CEM method is presented as a solution for organizations aiming to enhance their customer experience strategy.

1. Customer
Experience
Management
A single view of the customer
© 1992-2015 www.BPGroup.org

2. Customer Journey Mapping – what is on the surface, what
the customer ‘sees’
© 1992-2015 www.BPGroup.org

3. Process Excellence, BPM, Process Mapping, IT Systems, Enterprise
Architecture, – what is below the surface,
What the organisation has to do to deliver the product/service
© 1992-2015 www.BPGroup.org

4. Customer Experience Management
a single view
of the
customer
The Customer Experience Management Method™ enables the
organisation to organise and align the Customer Experience to
Win the triple crown
– lower costs, higher revenues, enhanced service simultaneously.
© 1992-2015 www.BPGroup.org

5. www.cemmethod.com © 1992-2015 www.BPGroup.org

6. Customer
Experience
Management
A single view of the customer
© 1992-2015 www.BPGroup.org