Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives - The Practice of Enterprise Modeling
Conference Papers Year : 2019

Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives

Dino Pavlić
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Abstract

Both in theory and practice, a lack of a formulated structure to facilitate integrated modeling and analysis of internal business processes and customer experiences external to the organization has been identified by many authors. Tackling this issue, a convergent approach aligning Business Process Management (BPM) and Customer eXperience Management (CXM) initiatives, is proposed in the paper, along with a full set of top-down BPM-CXM models varying in the level of detail. To validate the proposed models, a focus group study with experts in BPM and CXM domains was organized, and the findings are reported and further operationalized using a tool widely used in the EMEA region.
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hal-03231357 , version 1 (20-05-2021)

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Dino Pavlić, Maja Ćukušić. Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives. 12th IFIP Working Conference on The Practice of Enterprise Modeling (PoEM), Nov 2019, Luxembourg, Luxembourg. pp.151-166, ⟨10.1007/978-3-030-35151-9_10⟩. ⟨hal-03231357⟩
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