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[Experience Action Podcast] Process Improvement VS. Customer Experience

❔”Is customer experience and process improvement the same thing?” ❔

This is a very interesting question! For starters, we need to think of it as a “yes, and” scenario. Business plans tend to focus on what’s happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it’s happening if you’re being intentional or not. So let’s be intentional!

In this episode, Jeannie talks about:

  • Business processes and customer experience management
  • Where our focus needs to be for CX and business processes
  • Reviewing business goals in relation to customer experience
  • How to get this outside lens of what’s happening with your business

Resources Mentioned:
Customer Service Blueprinting [LinkedIn Learning Course]
Article: Service Blueprinting and the Next Normal
Experience Investigators Learning Center

Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!

Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

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