BPM as a key driver of digital customer engagement
In the age of a digitally empowered customer, delightful experience lies at the heart of any digital technology agenda, which means simplifying customer-facing processes to make digital interactions quick and enjoyable. Business process management becomes a paramount facilitator of customer engagement across digital channels. According to Forrester, 30% of BPM initiatives had customer experience (CX) improvement as a primary driver. Effective employing of BPM allows organizations not only to increase the operational efficiency but also to deliver unique customer experience.