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.