Gartner Research

2014 Gartner EMEA BPM Excellence Award Winners Share Four Best Practices to Improve Customer Experience

Published: 25 September 2014

ID: G00269129

Analyst(s): Samantha Searle

Summary

Business process directors and business transformation leaders who don't excel in meeting continuous consumer demands will cost their organizations significant loss in market share. Use BPM and process agility to empower employees to proactively improve customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Adopt a Design-for-Change Mentality to Better Meet Customer Expectations
    • HML Redesigns Its Processes to Respond Swiftly to High Customer Demand
    • Vodafone Germany Achieves Agility Through Real-Time Capacity Planning to Improve Customer Experience
  • Identify Measures to Continually Track the Customer Experience
    • HML Combines Customer-Focused Metrics to Monitor Performance in Service Delivery
  • Involve Process Participants in Prototyping to Accelerate Process Redesign
    • HML Holds "Business Playback" Sessions With Business Process Owners
    • ”¶ssur Adapts Its Project Methodology to Include Process Mashups
  • Allow Change Champions to Emerge, and Motivate Employees to Overcome Resistance to Change
    • ”¶ssur Recognizes the Challenge of Organizational Politics and Mitigates It With a Change Champion Role
    • HML Motivates Employees to Contribute to Continuous Performance Improvement

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