Why Process Holds the Key to Unlocking Great Customer Experiences

The need to deliver fantastic customer experiences has never been so great. Almost every organization has fired up new projects or initiatives, but .. Read more many of those, while not doomed to failure, are likely to underwhelm many customers. In part, organizations think too broadly or too narrowly about what constitutes great customer experience. In other cases it is because so often these initiatives are totally disconnected from the operational aspects of the organization that actually deliver them. Join CMSWire with guest speaker and industry expert Rob Koplowitz, VP, Principal Analyst at Forrester, and Mark McGregor, Director, Process Intelligence at ABBYY, will share a combination of theory and practice to stimulate your thinking. We seek to help you turbo-charge your CX initiatives and ensure you are able to delight customers every time, through every touchpoint, every day. Based on his recent research into the historical disconnects between CX and Opex, guest speaker Rob Koplowitz, VP, Principal Analyst at Forrester, will share and discuss the changes organizations need to consider in order to truly deliver on the CX promise.