Digital Process Analysis and Design: Optimizing the Customer Experience through Digital Innovation - 18 de marzo de 2021 - TecnoWebinars.com

Speaker: Roger Burlton

• Build a customer journey and find moments of truth

​• Segment customer types and define personas

​• Understand existing customer bottlenecks and constraints and opportunities to remove them

​• Identify potentially useful digital technologies

​• Design end to end value stream processes that start and end with the customer process

​• Reconceptualise the customer interaction with our processes

​• Recognize genuine design constraints from other outside stakeholders

​• Deal with behavioral and cultural change

​• Define the change program