BOSTON, October 24, 2017 – MEGA International will offer a new look into ways to improve the customer experience and customer journey at the Building Business Capability Conference, November 6-10 in Orlando.
Nicole Celeste, business transformation expert at MEGA, will speak to conference attendees about shaping the customer experience through customer journey mapping. This technology briefing will explore how companies are modifying and improving the touchpoints between company and customer.
“Happy customers return and share their positive experiences, so the smartest corporate leaders are focusing on perfecting the customer journey,” noted Lucio de Risi, CEO, MEGA.
In an article in its 2017 Customer Experience compendium, McKinsey & Company advised, “use digital technologies to reinvent customer journeys” because “research shows that 25 percent of customers will defect after just one bad experience.”
“As customer demands evolve, CXOs are demolishing overly complex and costly processes, siloed groups across the business and strategies that cling to the past. This opens a path to innovation and agility, which are the keys to successful business transformation that fosters customer loyalty and keeps their companies as market leaders,” de Risi continued.
At the BBC conference, attendees will hear Celeste discuss how to:
- manage the end-to-end experience for each type of customer
- map and rank customer touchpoints in order to identify where to optimize/invest first
- link touchpoints to internal processes and to business resources
- monitor how internal processes support the customer journey
Business process analysis (BPA) tools have been used by organizations to achieve these goals. Today’s BPA solutions provide valuable insight into an organization to help executives quickly see what needs to be changed so they can initiate crucial IT and business transformation. MEGA’s HOPEX Business Process Analysis helps businesses evaluate and fine-tune operational plans to deliver more value to customers and improve the customer experience.