Experience-driven process management: journey to process analytics

Make experience count.
Change where it matters.
Drive excellence at scale.

What is journey to process analytics?

Journey to process analytics is a process management practice and tool set that connects experience and business operations data and teams to help you understand, improve, and transform your customer and employee experience.

All businesses have the same goal – to run at their best. However, there’s often a disconnect between operational excellence initiatives and the experience layer. Journey to process analytics helps you close this gap and unleash the full potential of your processes, achieving operational and experience excellence.

SAP Signavio solutions bring together data, systems, people, processes, and experience, merging experience into the operating reality.

Do you know why experiences matter to successful process transformations? Download now your 10-Step Guide to Achieving Process and Experience Excellence

Make experience count

Eliminate the risk of implementing siloed experience and process excellence initiatives by collaboratively designing, visualizing, managing and sharing both the journeys of your customers, employees or suppliers and your process all in a single environment.
Understand how your operating model is perceived by your customers, employees or suppliers by mapping their journeys and your processes, metrics, systems and roles.
Reduce friction in the journeys of your customers, employees or suppliers by identifying potential levers in the underlying processes.

Change where it matters

Reduce time to insights by uncovering unknown relationships, anomalies and trends between experience and process metrics.
Increase agility and reduce time to action by rapidly identifying experience levers in your business processes.
Achieve better business outcomes and delight your customers by implementing data-driven process changes.

Drive excellence at scale

Continuously improving and transforming your business, processes and journeys with a top-line oriented mindset, fostering a continuous data-driven improvement approach.
Attract and retain customers, your best talent and key suppliers by establishing a customer/ employee/ supplier excellence first mindset in the company.
Drive greater efficiency with one single analytical framework and practice, combining operational and experience data of different domains (e.g. customer experience or employee experience), enabling both out an outside-in and inside-out view of the organisation.

"Connecting internal process flows with customer sentiment can help us understand how customers perceive our operating model and optimize our internal processes accordingly."

Endress + Hauser Services AG

The value of linking process and experience

A disconnect between your operational and experience goals can lead to a disengaged consumer base, giving ground to the competition, demoralizing employees, harming employee retention rates, or leading to unhappy suppliers.

Achieving excellence over all touch points is only possible when you consider the back office and the front office. The root cause of bad experiences is often revealed only by considering the key operational factors influencing the sentiment of your customers, employees, or suppliers. Only then can you understand quickly where to focus first, based on data.

SAP Signavio solutions help you transition from process-first to powerful 360-degree transformations, untapping the potential of adding an outside-in perspective to process analysis.

Journey to Process Analytics Info Sheet