Skip to Main Content
Home » Blogs » Customer Journey is a Process

Blog

Customer Journey is a Process

rpa-big

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

Related Posts

3 Key Questions Answered by… Stephan Gindert

  • clock April 15, 2021
  • author-icon Kathrin Kießling
  • 0 comments

Risk management is one of the central topics for successful corporate management. An internal control system (ICS) supports companies and institutions in preventing misuse and...

Read More

Practical Example: Vaccination Centre Simulation

  • clock April 13, 2021
  • author-icon Diana Schulz
  • 0 comments

Due to Corona, vaccination has become a topic that everyone has to deal with at some point. Unfortunately, there are many questions but only few...

Read More

3 Key Questions Answered by… Jesús Pérez

  • clock March 30, 2021
  • author-icon Kathrin Kießling
  • 0 comments

In this edition of our series: “3 Key Questions Answered by…”, we are happy to interview Jesús Pérez, CEO Strategic & Starting Projects at our...

Read More

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.