Tag Archives: customer centric processes

Customer Experience and Process Management: A Dichotomy?

We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management. As we discuss these topics with people, we notice their concern that the two may be … Continue reading

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Sometimes the airlines just blow me away … in a good way. I am in DC, got here last night, went to dinner with my Uncle and got a call from Continental Airlines to tell me that my flight today … Continue reading

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