« The other imperative for companies is to explicitly tie the reinvented customer experience to their operations. If they focus only on the front-end experience and don’t change the back-end operations that support it, the new experience is unlikely to be sustainable. Changes will be needed in both underlying processes and the way employees work. »
More broadly, the effect of customer satisfaction on total return to shareholders (TRS) is dramatic.
Digitization: the process of using technology to automate and improve journeys directly.
Advanced analytics: the autonomous processing of data using sophisticated tools to discover insights and make recommendations.
Intelligent process automation: a suite of business-process improvements that combines process redesign with automation and machine learning to eliminate repetitive routine tasks.
Business-process outsourcing: using resources outside the main business to complete specific tasks of functions.
Lean: a systematic approach to streamlining processes, eliminating waste, and fostering a culture of continuous improvement.
Start with a clear understanding of what customers value and use it to decide where to focus (and what to deemphasize).
Guided by these priorities, simplify and streamline your underlying product and services; if you don’t, you’re likely to digitize existing complexity.
Link customer value to the operational drivers that underpin it, then design a new operating model based on these linkages, working back from the customer and using digital tools to streamline or automate your processes in line with what customers care about.
Tackle the most important customer journeys one by one and support the effort with operational changes to improve efficiency and speed.
Embed agile, cross-functional ways of working and reengineer your management system to support continuous improvement.
Posted from Diigo. The rest of my favorite links are here.