Organizations must continue to “put out the daily fires” and execute the short-term adjustments that are required. But if that same organization wants to be best-in-class five or 10 years down the road, it must look beyond tomorrow – or next month, or next year – to which technological and societal changes will influence the way the world will work in the future.
Many elements of the Experience Management (XM) Operating Framework contribute to gaining insights on ways to improve the customer experience. One of the methods of taking action on those insights is through Process Integration. Process integration can take place in many shapes and forms. It can address direct problems that customers have told you about.… Read more »