< Back to XM Institute

Research

Customer-Infused Process Improvement

Process improvement and customer experience have traditionally served different roles in a company. However, these two disciplines are starting to intersect as customer experience looks to process improvement to operationalize key customer interactions and process improvement needs customer experience to provide customer-focused insights and continually monitor new processes. We propose that companies bring these two approaches together into Customer-Infused Process Change. This report highlights five strategies critical to driving this new approach.

Download Now