Customer Journey Optimization: How to create balance between innovation and process optimization
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At most companies, the CMO’s dream is the COO’s worst nightmare. Customer centricity and the associated digital initiatives have driven up operational costs and made it difficult to even begin a discussion about back office optimization. In this webinar, you will learn more about an approach that helps bridge the gap by connecting fact-based customer journey analysis to operational efficiency. A case study will be used to illustrate not only how it has been done before—but also the impact that this approach can have on an organization.
Attend this webinar and learn:
- Why most organizations are only achieving marginal success with their customer centricity initiatives
- What one global business is doing to improve the customer experience while reducing operational waste
- How an easy-to-use platform can empower you to visualize customer journey and process data to make the necessary changes for transformation success
Carel Hoytema van Konijnenburg joined Mavim on September 1st 2017 as Business & Solution development director.
Over the past 10 years Carel has been active as Management Consultant, during which he has helped many large multinationals in guiding their global improvement and transformation programs. These were aimed at increasing efficiency, harmonizing and aligning operations to better support the (new) strategy, always supported by fact-based information through process intelligence. The results were agile organizations, able to cope with the fast changing customer and consumer demands in this digital era.