Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously. CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.

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