Partner-Webcast: Process-Oriented Customer Experience Management – 3 Tips for Getting Started


This is a topic that should make both process managers and all employees with customer contact sit up and take notice: In order to catapult the customer experience to a new level, close cooperation is required. In this webcast, we will show all key stakeholders what the customer journey is all about in a process context, what benefits and challenges the topic brings with it, and which top 3 tips you should take to heart for your customer excellence initiative.


What to expect in this webcast

The activities of customer-facing employees and process managers differ significantly from one another, but they share a common goal: to optimize the customer experience. In order to meet this requirement, the customer journey should be closely linked to the business processes. But what exactly does this mean? And how can you transfer this knowledge to your day-to-day business?

In this webcast, we will show you the fundamentals of process-oriented customer experience management, and address the requirements of both process professionals and customer-facing roles.

For process managers, we will demonstrate the importance of the customer journey, while those with direct customer contact will be introduced to the power of process. Let's build a foundation for the ultimate outcome, no matter your position: a positive end-to-end customer experience.

In the webcast you will discover:

  • What exactly is customer experience management?
  • What does the customer journey help to accomplish?
  • What does it have to do with process management?
  • How can you transfer it to your day-to-day business?

More information about the webcast

If you cannot attend live, we will be happy to send you the full recording after the webcast. In this case, please also register using the form at the top right.

You will receive the dial-in link and all further information about the webcast by e-mail in advance. If you have any questions about our webcasts, please contact us:

About the speakers

BPM&O Fabian SchwarzFabian Schwarz is a management consultant and trainer at BPM&O. With a degree in mechatronics, he has a broad range of functional experience gained in management positions in the internet & telecommunications, market research, loyalty programs, aviation and tourism industries. He is considered a proven expert in customer experience management and organizational transformation. As an accomplished service and process management professional, he understands how to bring together the customer perspective and internal company processes.
BPM&O Jennifer StaudtJennifer Staudt is a Management Consultant and Trainer at BPM&O. With a degree in Business Administration, she provides advice to organizations regarding the design of a process-oriented organization. In this context, customer orientation plays a central role in mastering the challenges of the VUCA environment.

In Collaboration with:

At a Glance:


Webinar | Process-Oriented Customer Experience Management – 3 Tips for Getting Started


2:00-3:00 p.m. CET

How long

60 minutes


Fabian Schwarz and Jennifer Staudt, BPM&O


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