Customer Journey Optimization: Lean operations in the age of customer centricity

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At most companies, the CMO’s dream is the COO’s worst nightmare.  Customer centricity and the associated digital initiatives have driven up operational costs and made it difficult to even begin a discussion about bringing the two opposing forces into balance.  In this whitepaper, you will learn more about an approach that helps bridge the gap by connecting fact-based customer journey analysis to operational efficiency. A case study will be used to illustrate not only how it has been done before—but also the impact that this approach can have on an organization.

By downloading this whitepaper you will learn:

1.) Why most organizations are only achieving marginal success with their operational efficiency initiatives in the age of customer centricity

2.) What one global business is doing to improve the customer experience while reducing operational waste 

3.) How to visualize customer journey and process data in an easy-to-use platform