Customer service

First step to highest level customer experience

By Boris Zinchenko|2022-10-30T11:34:44+00:00April 30th, 2018|Categories: Business Process Management|Tags: Brand management, Business process, Customer experience, Customer service|

Customer experience is one of the most complex areas among business processes existing in organization. It stipulates its objectively induced high variability and personification. This might create an illusion that customer experience does not require any strict process and alignment and can be entirely delegated to personal distinction of individual workers with relevant qualification. However, [...]

The value of BPM technology for customer journey

As such, IT and BPM are often exactly antagonistic to a pleasant customer journey. Customers, except for most misanthropic ones, naturally prefer human interaction instead of an IT system. It is enough to remember all frustration, which anybody had a chance to encounter at least once, while wandering across innumerous levels of auto-responder menu in desperate [...]