Critical Customer Experience Management Processes

Some processes are more important than others

And the most important are the ones that affect customers.  Unfortunately, these also tend to be the fastest-changing and the most complex -- often involving real-time interactions, multiple legacy systems and different people spread throughout the enterprise (and beyond).

We call these Customer-Critical Processes because they’re the ones that make the biggest impact on the way your customers see you.  They’re also the ones that present the greatest opportunity to differentiate yourself from the competition.

Customer-critical processes

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Customer-Critical Processes are:

  • Complex - multi-stage; combining different systems & people

  • Multi-party - crossing departments and third party partners

  • Fast-changing - where responsiveness matters

  • Irregular - prone to exceptions and individual cases to manage

  • High customer impact - processes that drive satisfaction levels (like interactions)

It’s not surprising that Customer-Critical Processes are often found in extremely demanding environments, characterised by:

  • Millions of customers - like financial services and public services

  • Real-time interactions - requiring live data updates

  • Many channels - web, contact centre, branch, email, self-service...

  • Tight regulation - requiring track-ability & full process auditing

Put these two sets together - Customer-Critical Processes in demanding B2C environments - and you need an Application Platform Suite designed for the job.  Not a jumped-up workflow tool or BPM application.

Portrait Foundation™ is the application platform suite that’s designed specifically for Customer-Critical Processes.  Portrait lets you quickly and intuitively build process models, integration maps and workflow streams.  Then join them all together into seamless processes that surprise and delight customers.

Build your next Customer-Critical Applications using Portrait Foundation™ and you’ll get there twice as fast and at a fraction of the cost.

Read the Delphi white paper:
Emergence of the Customer-Centric Firm

Find out more about customer experience management with Portrait Foundation™...

How customer experience management with Portrait Foundation™ works...

What good customer experience management processes look like...