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Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives
Abstract : Both in theory and practice, a lack of a formulated structure to facilitate integrated modeling and analysis of internal business processes and customer experiences external to the organization has been identified by many authors. Tackling this issue, a convergent approach aligning Business Process Management (BPM) and Customer eXperience Management (CXM) initiatives, is proposed in the paper, along with a full set of top-down BPM-CXM models varying in the level of detail. To validate the proposed models, a focus group study with experts in BPM and CXM domains was organized, and the findings are reported and further operationalized using a tool widely used in the EMEA region.
https://hal.inria.fr/hal-03231357
Contributor : Hal Ifip Connect in order to contact the contributor
Submitted on : Thursday, May 20, 2021 - 6:19:35 PM
Last modification on : Friday, May 21, 2021 - 3:30:38 AM
Long-term archiving on: : Saturday, August 21, 2021 - 7:03:05 PM
Contributor : Hal Ifip Connect in order to contact the contributor
Submitted on : Thursday, May 20, 2021 - 6:19:35 PM
Last modification on : Friday, May 21, 2021 - 3:30:38 AM
Long-term archiving on: : Saturday, August 21, 2021 - 7:03:05 PM
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491976_1_En_10_Chapter.pdf
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Distributed under a Creative Commons Attribution 4.0 International License