Customer Journey is a Process

At this year’s iNNOVATE conference, a world class event for digital transformation and automation, one of our keynote speakers was Rob Koplowitz, VP and Principal Analyst at Forrester. He gave a great presentation explaining that process is the lifeblood of digital transformation. And that one of the challenges facing companies is identifying and plotting the path that will best serve both the organization and its customers. 

The video below contains some highlights of his speech. Watch as Rob explains why in order to successfully capture the customer journey, you must understand the operational processes “below the waterline.” He continues by explaining that digital transformation is a big job, and too often the most important parts are largely ignored.

Watch the entire clip below to see Rob uncover the vital connection between the customer journey and the operational processes that happen behind the scenes. 

You can learn more about customer journey here.

Learn More

Author
Christina Dieckmeyer
Date
September 5, 2019
Category
Uncategorized
Share

Related Content

Blog

iGrafx SVP of Engineering Michael Nyman Named to Forbes Technology Council

Chief Product Officer Shoeb Javed announces Nyman’s acceptance into the organization, recognizing his key role. Congratu...
Blog

3 Ways to Streamline Process for Financial Services

Using the complete capabilities of an enhanced BPM toolkit, including journey modeling and process mining, enables financial ...
Blog

Create and Manage a Digital Twin of Your Business

Transform customer experience, boost agility, and align vision and goals with business and operational processes. A digita...