Gartner Research

Connecting Process to Customer: Take the Customer Journey

Published: 16 November 2015

ID: G00290973

Analyst(s): Bruce Robertson


To improve the customer experience, business process leaders must change from inside-out customer-facing process models to outside-in customer journeys.

Table Of Contents
  • Key Challenges



  • Identify and Improve Existing Customer-Facing Processes
  • Leverage Customer Journey Maps to Alter and Improve Customer-Facing Processes
  • Identify Customer Process Gaps and What the Competition Is Doing With Your Customer

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