On customers and "sheep stealing": Why process leaders must think "end to end"

Businesses are waking up to the fact that processes – what you do and how you do it – can mean the difference between a good customer experience and a bad one. So what are the implications for process excellence?

In this PEX Network interview, Jim Sinur, a Business Process Thought Leader and a former VP at Gartner discusses the trends he sees in business process space.

Read a transcript of this video interview here.