Do you want to learn more about Business Process Management? Below you can find a list of BPM related books that I have read and recommend as well as those that I plan to read.
Everybody interested in Customer Experience (CEM) knows the quote about faster horses attributed to Henry Ford. But if asking customers what they want is not sufficient, what should we do instead?
To help you answer this question and show how do the BPM and CEM fit together I invited for an interview Steve Towers.
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When I was a kid I enjoyed reading about heroes and gods from Greek mythology (and now I work for a company offering BPM tool called ADONIS – is it a coincidence?).
One of my favorite was the one of Theseus who defeated the Minotaur. To do so he had to enter the dangerous Labyrinth created by Daedalus. He would not make it without help from Ariadne as she gave him instructions and the thread, so that he would not get lost.
Today many organizations venture into realm of Digital Transformation. They want to become heroes for their customers (i.e. create outstanding Customer Experience).
Some will be successful – even though their CEOs will probably not be immortalized in myths 🙂 Some will fail.
What will make the difference? Having some guidance on what to do and proper tools supporting the Digital Transformation.
Neil Ward-Dutton from MWD Advisors shares tips on how to weave the ‘digital thread’ through your operations, products and services to support new customer experiences.
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