Delivering a bad customer experience can have severe financial consequences for a business. Yet, it is easy for things to go wrong, as the connection between those experiences and the business processes underpinning them can be unclear. According to Bain & Company, 80% of CEOs think they deliver a superior experience; in reality, only 8% of their customers agree.
This is the “experience gap.” Studies show that if this gap exists in your business, customers will simply stop spending their money with you, and your employees or suppliers will begin to become disengaged. In other words, only organizations that consistently deliver experiences that delight customers, employees or suppliers will survive and thrive.
How can you be one of them? Start by asking a simple question: What journeys do my customers, employees or suppliers have with us?
Find out more in our latest SAP Signavio blog post, "Can you solve the experience gap in your processes?" now live on SAP Community at https://blogs.sap.com/2022/03/01/can-you-solve-the-experience-gap-in-your-processes/