reinventing customer experiences with BPM
When we ask organisations which business areas are most important for process improvement, we see strong consistency in responses: the areas which touch the customer.
Organisations are realising that their current CRM investments haven't enabled them to deliver the customer experiences they want to deliver. There's growing realisation that an outside in, customer-focused view can yield valuable insights and highlight opportunities for improvement in a way that the inside out perspective typically taken by yesterday's CRM implementations couldn't.
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what people are saying...
"MWD Advisors added real value in our quest to find the right BPM tool for our company. The advisory sessions made a lot of sense, providing clear and consistent information. Their extensive experience and broad market awareness is a real plus. Overall they made the selection process a lot smoother and easier."
- Michael Kister, IT Manager, SOCOMEC
want access to all our BPM research?
As a member of our BPM research program you'll get access to dozens of great reports to further inform your BPM strategy and implementation, including...
- On the case: Are BPM and ACM competing or complementary?
- Scaling and sustaining BPM success with a Centre of Excellence
- BPM case study: Maersk Line
- BPM case study: BAA
need one-to-one advice?
We know that you sometimes need to dig deeper - and we're here to help. If you'd like to have us work with you on a short, sharp project to give you personalised advice, just let us know.
our free case study interviews
As part of our BPM research program, we've produced a series of case study interviews focused on how organisations have employed BPM initiatives to improve their customer experience. We've decided to make them free of charge, so you can get a taste of our broader program.
Watch our series of 30-minute interviews with leading BPM practitioners who share their insights and advice.Login at the menu above now to view, or register for free membership
Case study 1: Irish Life
Paul O'Neill, Head of IT and New Developments at Irish Life Corporate Business talks about the programme Irish Life has put in place to significantly improve service quality and business effectiveness.
Case study 2: Pinnacle People
Matt Brook, Head of Infrastructure at Pinnacle People talks about how it's supporting an innovative new business approach in its field (delivering welfare-to-work programmes for the UK Government) with BPM.
Case study 3: Carphone Warehouse
Chris Jones, Head of Operations at Carphone Warehouse talks about the in-store system it's rolled out to retail staff which gives them up-to-date process knowledge whenever they need it, and the business impact this has had.
Case study 4: HML
Paul Swinson, Programme Manager and Niki Quick, IT BPM Manager at Homeloan Management Ltd (HML) talk about how it's using BPM to not only improve client service but also manage variations in clients' expectations in service and process.
Case study 5: Vangent / London Borough of Southwark
Adrian Blair, Head of Professional Services and ICT at Vangent talks about the work it's doing with its BPO client London Borough of Southwark to deliver truly excellent customer-centric services.