“Customer Journey and Business Process Management”
Improving the customer experience through integrated management of customer journeys and business processes
Think about the companies that have been particularly successful or even revolutionized their industry over the past few years. The reason for their success often lies in the exceptional customer experience they are able to generate versus the competition. In comparison to their competitors, they understand specific customer requirements better and take advantage of the possibilities of digital business models to provide their services on a situational and personal basis. You can find examples across all sectors: from same-day delivery in commerce and online credit approvals, to comparison platforms. At the same time, these companies have greatly increased customer expectations for a personalized shopping experience.
Brenner, M. / Lesch, B. / Wieczorek, R.
Published in: White Paper, 2022