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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.
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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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Dino Pavlić, Maja Ćukušić. Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives. 12th IFIP Working Conference on The Practice of Enterprise Modeling (PoEM), Nov 2019, Luxembourg, Luxembourg. pp.151-166, ⟨10.1007/978-3-030-35151-9_10⟩. ⟨hal-03231357⟩

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