All course participants will learn:

• How to drastically improve a process/ product and innovate using the Customer Experience Innovation method.
• How to ensure that processes are aligned to business and customer outcomes.
• Why technology should be driven by experience design, and how to determine system capability requirements from the Process Performance Landscape.
• The method for rapid current state process mapping, and performing the key process diagnostics for customer centric improvement.
• An understanding of the key concepts of customer centricity and the history of Business Process Management as we understand the links between process and Customer Experience