10:55 am – 11:15 am | Technology Theater | Room: Exhibit Hall
Identifying which processes and systems to modify to improve CX
Presented by: Kevin Costa
In this presentation, we’ll start by defining the journey a customer takes from the customer perspective. Then we’ll discuss mapping different touchpoints back to the business processes or technology that facilitate (or are involved in) that touchpoint. For additional value, we’ll review how to build the model to allow for the tracking of expectations, opportunities, and pain points.
Kevin is MEGA's business architecture expert and has contributed to the development of MEGAís HOPEX Business Architecture solution. Kevin specializes in helping organizations identify and document their business capabilities and align resources to implement those capabilities. Kevin advises companies conducting business capability assessments and capability evolution.
Kevin's 2018 Presentations:
- Identifying which processes and systems to modify to improve CX
Wednesday, November 7, 2018 (10:55 am – 11:15 am)