"The Customer is the Process": Bringing the Customer Back to the Business

Does your business create moments of magic or moments of misery for its customers? Do you even know whether it does? Process improvement has a crucial role to play in ensuring that your customers have a positive experience when interacting with your business. In this PEX Network video interview, Steve Towers, CEO and Founder of the BP Group, elaborates on that role explaining the difference between a customer process and the customer experience, relates why focusing on the customer experience leads to competitive advantage and gives practical examples of companies that are achieving customer-focused innovation.


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