I've seen the world of BPM transformation go from BPO 1.0 to BPM 4.0 and have personally designed and delivered a number of these over the years as a practitioner and as a Solutions Architect. Based on my experiences and having cut through dozens of reports to give you the real reasons CX transformations fail. This is your no-excuses playbook Customer experience transformation is a fundamental rewiring of your company to put the customer at the center of everything. Yet, about 2/3rd of such initiatives fail to meet their goals. Here are the seven fatal failures and how to avoid them. Vague Vision: Launching with fuzzy goals like “improve satisfaction” guarantees wasted effort. Instead, create a crystal-clear vision with measurable targets—e.g., “reduce onboarding effort by 25% in one year.” A major retail bank launched a "digital-first" transformation. Without a specific vision, one team built an advanced app while another overhauled branch protocols, creating a disjoi...
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