Redesigning Processes to Deliver the Ultimate in Customer Experience

Posted: 05/17/2012

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Process improvement initiatives often start from a financial perspective - the organization needs to cut costs or increase efficiency. But a recent PEX Network survey found that process improvement programs that focus on customer satisfaction as a key metric are more likely to rated highly successful than those that focus purely on financial metrics. We also know that with the advent of social media, a poor customer experience can negatively impact your brand and be detrimental to your company's financial health.

So, how do you get your organization focused on the customer? In this PEX Week panel discussion, recorded during the Orlando summit earlier this year, leading thinkers share their thoughts on different approaches to creating an exceptional customer experience. The panel discussion was facilitated by Steve Towers, CEO and founder of the BP Group.