Ep. 49 - Customer Experience Management

<p>Welcome to the last episode of our <a href="https://www.whatsyourbaseline.com/podcast/" target="_blank" rel="noreferrer noopener">podcast</a> in Season 4 (no worries, we&#39;ll be back for a Season 5). Today we are talking about Customer Experience Management, which is complimentary to BPM and EA.</p> <p>The key difference is that Customer Experience Management has an outside-in perspective on things, versus the inside-out perspective of your organization, which many BPM groups try to capture and manage. The point is that you shouldn&#39;t stop with this, but rather create an additional view in your architecture, that then can be designed - just as you design your process or app landscapes.</p> <p>In this episode of the podcast we are talking about:</p> <ul> <li>What is the purpose of Customer Journey Mapping?</li> <li>Outside-in vs inside-out perspective</li> <li>What benefits / risks are there on businesses that justify the need for CXM/CJM?</li> <li>How does this fit into a process and architecture transformation lifecycle?</li> <li>Who contributes to Customer Experience Management?</li> <li>How to design Customer Experience</li> <li>How to measure Customer Experience?</li> <li>How to analyze Customer Journeys?</li> </ul> <p>Please reach out to us by either sending an email to <a href="mailto:hello@whatsyourbaseline.com" target="_blank" rel="noreferrer noopener">hello@whatsyourbaseline.com</a> or leaving us a voice message by clicking <a href="https://anchor.fm/whatsyourbaseline/message" target="_blank" rel="noreferrer noopener">here</a>.</p>