From: Steve Towers
There is a big difference between understanding process and CX management...
and having processes that actually consistently win the Triple Crown (simultaneously improving service, reducing costs and growing revenues - wouldn't you agree?).
As the co-founder and CEO of BP Group, I have a rare opportunity to work and see behind the scenes of the best practices and approaches of the worlds leading companies, see what's working, and what's not working.
Recently we analyzed over 200 companies, and looked at over 6,000 Process and Customer Experience projects ran by the best performing companies...
Trying to find a pattern of what made some transformation programs successful, while others flopped.
As you can imagine, this was NOT a quick or easy process.
We drew a lot of connections, but a lot of them ended up leading us into some big "dead ends..."
But then something cool happened...