It has often been considered that an efficient process management is at odds with excellent customer experience. The former deals with the cold, hard side of business, while the latter deals with the softer aspects. However, there is no need for such a dichotomy and the two can exist side by side. In order to maintain an efficient process, companies design rigid systems. This goes against the maxim of customer experience as that dictates that company processes keep evolving depending on customers’ wants and preferences. However the two can be wedded together and indeed must be. An adaptable and flexible process is more desirable than a rigid one. This will also enable better level of talent management as top employees will be able to work according to their strengths rather than pre-defined norms.


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