To become customer-obsessed, companies need to reinvent critical business processes to deliver engaging customer experiences. Unfortunately, existing process design and improvement techniques are still stuck in the back office and prioritize efficiency over engagement. So what new strategies and practices must BPM and CRM practitioners adopt to better identify with customer experiences and shift from logical problem solving to creative experimentation? Join this session and hear from Forrester Principal Analyst, Clay Richardson, on how leading business process professionals, business architects, customer service professionals and enterprise architects are reinventing business models and driving process design from an outside-in perspective.
These slides were used as part of a live presentation. Watch the complete presentation (with full video) at: http://www.pega.com/resources/pw-2014-video-process-in-the-age-of-the-customer‘?utm_source=ss’