Customer Experience

Nowadays, there is a lot of importance given to incorporating customer experience in processes, which is the right thing to do. However, in this blog I intend to bring up another concept – offering the ‘process experience’ to customers. A customer does not care whether a business has a well-defined process or not if it […]

In the  Process Definition and Characteristics post, we read about the key characteristics of a process, viz.: Delivering of a desired outcome Activities that are interdependent Consumption of resources Beginning with this post and over the next few posts, I would like to bring up different perspectives of the phrase ‘desired outcome’ with relevance to