At the upcoming IT Forum in Las Vegas (May 26-28), I will be collaborating with Bill Band on a piece around using the customer experience to drive breakthrough process improvement, and with it, business performance. When you think about it, satisfying the needs of customers is what all business is about (OK you could argue that governmental organizations don’t have customers, they deal with the needs of citizens, but you get my drift).  

In the first part of our presentation, we will present research to support the view that improving the outcomes delivered to customers adds dollars to the bottom line of the business. Then, I will switch to a theme dear to my heart -- that business process is at the heart of all significant customer experience efforts. And that comes down to:

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