Gartner Research

CX Business Process Hacks: Lam Research

Published: 22 September 2017

ID: G00343904

Analyst(s): Customer Experience Research Team

Summary

Lam Research regularly convenes planning meetings to inform its operational strategies. However, customer needs and objectives are largely absent from these processes, leading to outcomes that fail to account for the customer experience. To do right by the customer, CX must influence business partners' strategic decisions, which means shifting the planning process itself. Recognizing this critical step, Lam Research alters existing business partner planning processes by following two key principles: change-ready process identification and process input adaptation.

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