Part II: Journeys vs Processes, Let’s have it both way

It is likely there is a mismatch between the E2P (Easy, Pleasant, Productive) customer journeys we desire and our ability to deliver on them because of inefficient processes and poor cross functional hand offs in siloed organizations.

How do we address the mismatch with the customer experience we envision and processes that won’t deliver a positive outcome?

Aligning members of the executive team around the customer experience desired and its attributes is the best first step. Establishing governance to set priorities for improvements and monitor the realization of benefits – customer experiences that delight; stronger customer loyalty; increased revenue.