The Ticket to Achieving Successful Customer Outcomes and Performance Improvement

Megan James, event director for IQPC, interviews Steve Towers, CEO and founder of the BP Group and co-host for the 18th Annual Next Generation BPM Summit, about outside-in process thinking and plans for the summit, which is taking place 17-20 January, 2011 in Orlando, Florida.The interview addresses the current thinking and challenges behind ideas of customer centricity, as well as how to develop process and organizational behaviors to truly drive radical and sutainable performance improvements. Touching upon the changing organizational context, customer behaviors and the need to focus on results and delivery in the next few years, the video gives a glimpse into next generation thinking in process and and performance excellence.