Date: November 24th, 2020

With the release of ARIS Process Mining SaaS, process mining is more accessible than ever before due to its easy-to-use interface supported by advanced technical capabilities. This makes ’now’ the perfect time to apply this innovative toolset to the world of CX and achieve Customer Experience excellence!

Using Order-to-Cash as an example, we will guide you through a journey of using process mining to create visibility of how your customers engage with you and what your operations teams are really doing day-to-day. Assess how this is impacting customer satisfaction and key process touchpoints, before leveraging these insights to identify & realise CX improvements.

This joint BPM-D & Software AG webinar was hosted on the 24th November.

Contact us for a recording of this session or to discuss this topic and its relevance to your organisation.

Agenda:
• Challenges of Delivering your CE/CX Strategy
• Aligning Operations and CE/CX
• Where C-SATs fall short
• Process Mining for CX-Excellence
• Order to Cash Customer Journey
• Delivering Improvements – Real World Examples
• Final Thoughts and Q&A

The Speakers

Rakesh Gusain – Director at BPM-D
Rakesh has been working at the forefront of Business Process Management (BPM) for many years. Since joining BPM-D he has continued to assist companies in strategic execution and in establishing a BPM discipline. He has developed several innovative approaches to solve implementation issues in a pragmatic and results-oriented way.

Caspar Jans – Senior Director Transformation Solutions EMEA at Software AG
Casper is a high-energy, fast learning and broad-skilled professional (BPM, Business Transformation, Supply Chain, Logistics, Procurement, and IT) with an above-average interest in the human connection and functional excellence. He excels in connecting human performance with process thinking and improvement. His public speaking, facilitation and networking skills provide full support for his external orientation approach (never re-invent the wheel).