From Business Process Excellence USA: How American Water is Leveraging the Voice of the Customer to Achieve Customer Centricity

Andrea Charles

At the PEX Nextwork's 5th Annual Business Process Excellence Summit, the Process Excellence Network interviewed Robert Quinn, Senior Director Process Excellence, American Water on how Process Excellence is supporting the Customer Experience and how American Water is leveraging the Voice of the Customer (VoC) and journey mapping to achieve customer centricity.What’s your PEX Story?The deployment of Process Excellence at American Water began in 2012 and includes a holistic set of methods to build...
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