Episode 49 – Customer Experience Management
Welcome to the last episode of our podcast in Season 4 (no worries, we’ll be back for a Season 5). Today we are talking about Customer Experience Management, which is complimentary to BPM and EA.
The key difference is that Customer Experience Management has an outside-in perspective on things, versus the inside-out perspective of your organization, which many BPM groups try to capture and manage. The point is that you shouldn’t stop with this, but rather create an additional view in your architecture, that then can be designed – just as you design your process or app landscapes.
In this episode of the podcast we are talking about:
- What is the purpose of Customer Journey Mapping?
- Outside-in vs inside-out perspective
- What benefits / risks are there on businesses that justify the need for CXM/CJM?
- How does this fit into a process and architecture transformation lifecycle?
- Who contributes to Customer Experience Management?
- How to design Customer Experience
- Customer Journey Overview / Landscapes
- Persona Maps
- Value Proposition Design
- Empathy Maps
- Stakeholder Maps
- Customer Journey Maps
- How to measure Customer Experience?
- How to analyze Customer Journeys?
Ep. 49 – Customer Experience Management – What's Your Baseline? Enterprise Architecture & Business Process Management Demystified
- Previous episodes mentioned
- Some source material you might want to read:
- Value Proposition Design book: https://www.strategyzer.com/books/value-proposition-design
Music by Jeremy Voltz, www.jeremyvoltzmusic.com
- CP1 (Welcome)
- Putting Up (Interlude 1)
- You Ain’t No Shooting Star (Interlude 2)
- Walk Through The Woods (Interlude 3)
- South Wing (Outro)
Roland Woldt is a well-rounded executive with 25+ years of Business Transformation consulting and software development/system implementation experience, in addition to leadership positions within the German Armed Forces (11 years).
He has worked as Team Lead, Engagement/Program Manager, and Enterprise/Solution Architect for many projects. Within these projects, he was responsible for the full project life cycle, from shaping a solution and selling it, to setting up a methodological approach through design, implementation, and testing, up to the rollout of solutions.
In addition to this, Roland has managed consulting offerings during their lifecycle from the definition, delivery to update, and had revenue responsibility for them.
Roland is the VP of Global Consulting at iGrafx, and has worked as the Head of Software AG’s Global Process Mining CoE, as Director in KPMG’s Advisory, and had other leadership positions at Software AG/IDS Scheer and Accenture. Before that, he served as an active-duty and reserve officer in the German Armed Forces.