Category Archives: Customer Experience Management

Where are the ‘Easy’ buttons in BPM?

Posted on 2016/10/14 by kwkeirstead@civerex.com

If you are looking for success with BPM, there are, by my count, 19 hurdles. Different consultants use different approaches, their approaches are effective within some customer cultures/not so effective in others, the tools used by the consultant and the … Continue reading →

Posted in Business Process Improvement, Business Process Management, Case Management, Customer Experience Management | Tagged | 1 Comment

Mini-firestorm at BPM.COM

Posted on 2016/09/25 by kwkeirstead@civerex.com

The question of the week at BPM.com was http://bpm.com/bpm-today/in-the-forum/what-is-the-best-way-to-build-an-executable-process-model What Is the Best Way to Build an Executable Process Model? From a comment E. Scott Menter made on this discussion where he wrote: “Flowcharts (including IMHO BPMN) are simply not … Continue reading →

Posted in Adaptive Case Management, Business Process Improvement, Business Process Management, Case Management, Competitive Advantage, Customer Centricity, Customer Experience Management, Process Management, Process Mapping, R.A.L.B. | Tagged | Leave a comment

CEM and BPM, In The Sandbox

Posted on 2016/09/19 by kwkeirstead@civerex.com

The no one disputes the potential of CEM (Customer Experience Management) for attracting and retaining customers and for administrative cost reduction in the area of goods and services delivery. Since BPM has a similar focus (i.e.  delighting customers) the question … Continue reading →

Posted in Business Process Management, Case Management, Customer Centricity, Customer Experience Management | Tagged , | Leave a comment