User Experience

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The Intimate Relationship Between The User Experience (#UX, #CX) Arms Race & Business Process (#BPM)

On his popular ebizQ blog, Peter Schooff, asks (December, 2012) "How central of a role should BPM play in customer experience?"  Readers interested in this question should visit the original discussion as there are some terrific contributions and insights; the question concerning the centrality of the role that BPM should play in customer experience is a good one.  (In the context, "BPM" means "business process management software and practices".)

A short answer is this: "In a competitive world, and for both technical and economic reasons, BPM is likely to play an increasingly important role in customer experience".

This blog entry explores this proposition in more detail.  But first let's qualify our short answer above by defining the terms "customer experience" and "BPM". (For the purposes of this discussion, we'll focus on BPM as "technology" or "software" and on customer experience as "customer experience system"). . . . read more

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