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Why Process Holds the Key to Unlocking Great Customer Experiences

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Industry experts share best practices to turbocharge your CX

The need to deliver fantastic customer experiences has never been so great. Almost every organization has fired up new projects or initiatives, but 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 featured speakers and industry experts Rob Koplowitz, VP, Principal Analyst at Forrester, and Mark McGregor, Director, Process Intelligence at ABBYY, 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.

Learn from industry experts

Based on his recent research into the historical disconnects between CX and Opex, guest speaker Rob Koplowitz, VP, Principal Analyst at Forrester, shares and discusses the changes organizations need to consider in order to truly deliver on the CX promise.

Key topics include:

• How customer experience improvements require process improvements
• Why the CX pros and process experts should work in parallel
• How to build structures that link processes and journeys

Mark McGregor, Director, Process Intelligence at ABBYY, has worked at the intersection of process excellence and customer excellence for the past 20 years.

Through stories and examples Mark illustrates:

• How combining facts with feelings results in better experiences
• The need to combine employee journeys with customer journeys
• Why tasks, processes and journeys are so interconnected

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