Process Excellence

Key Takeaways

• The work behind the customer experience is almost always the root cause of poor outcomes — fixing processes that are invisible to customers delivers more lasting improvement than coaching frontline staff to compensate for broken systems.

• Efficiency and experience are not in tension when process improvement is approached from the Outside-In; waste that frustrates customers also costs the organisation money, and eliminating it improves both simultaneously.

• Process excellence in CX requires cross-functional mapping because the processes that shape customer outcomes routinely span four or five departments, none of which can see the full picture from their own vantage point.