I’m headed off to OPEX Week in Orlando later this month, where I’ll give a presentation on customer journey mapping and how it results in process improvement as well as customer satisfaction/value. Although customer journey mapping is commonly used to talk about user experience/navigation on customer-facing websites, I want to look at the bigger picture of what we used to call “outside-in processes”, where internal processes are turned on their head to show the process from the customer’s point of view. Once you start thinking about what the customer is trying to accomplish, it can completely change how you perform and set priorities on the internal work, as well as changing the user experience presented to the customer.
I’m preparing a few slides to guide the presentation, and if you have any good stories to share, feel free to let me know by commenting on this post or tweeting to me.
I’m also sitting on a panel the following day on low code and BPM, which I’ve recently written a paper on (sponsored by TIBCO).