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CSG Xponent

Enhance Business Process Management With Journey Orchestration

Effective business process management (BPM) streamlines workflows, eliminates unnecessary tasks and enhances productivity.

Although BPM can expedite certain internal processes that impact customer experience (CX), it lacks the customer-centric, personalized approach essential for enhancing CX across the entire customer journey.

What is BPM?

Business process management is a set of strategies and techniques that improve the way processes are executed with a focus on repetitive and ongoing operations. BPM uses several technologies—such as artificial intelligence (AI)-powered decisioning, workflow automation and robotic process automation—to simplify and automate daily operations.

Business process management software (BPMS) is designed to help automate and streamline day-to-day tasks. It offers monitoring and real-time performance insights to help identify trends, inefficiencies and opportunities to enhance productivity.

Find out how to improve CX beyond BPM

Types of business process management systems

BPMs fall into three main categories:

  • Integration-centric: These system-centric processes focus on mechanisms that integrate across platforms, like customer relationship management (CRM). They don’t require human interaction.
  • Document-centric: These BPMs center around documents, like contracts. For example, when a vendor and client must develop an agreement and approval process.
  • Human-centric: These systems revolve around humans. They often relate to approvals and tasks that can’t be automated, like handling customer complaints.
CX is more than voice of the customer

Limitations of business process management systems

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BPMs are not customer-centric

BPM doesn’t consider customer context, needs, preferences or intent. It can’t identify why a consumer abandons an application or sends reminders via their preferred communication channel.

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Applies to predictable, linear processes

BPM’s methodology isn’t suitable for unpredictable, non-linear customer journeys. Today, customers often take various, looping steps between awareness and purchase, involving social media, shopping carts, website browsing and returns.

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Lack personalized customer communications

BPM lacks the ability to collect and analyze essential customer data for personalized experiences, resulting in repetitive questions and fragmented information gathering, which frustrates customers.

Business processes need journey logic

Customer-centric experiences start and end with knowing which journey a customer is on and what they want to achieve. Journey logic analyzes behaviors and interactions from other technologies (CRM, billing system, campaign, CDP, etc.)o predict intent and quickly determine the next best action.

When a journey orchestration platform like CSG Xponent is paired with business processes and technology, business will:

  • Identify and eliminate unnecessary steps in the business process
  • Reduce errors tied to manual analysis or step execution
  • Align employee workflows to the customer experience
How to Build a Business Case for CX Technology

Enhance your BPM with journey orchestration

CSG is an innovative global partnero some of the world’s leading brands. When you combine CSG Xponent with process management, you create a customer experience that’s both efficient and effective, inside and out. Customers will have a positive experience, and the business will thrive.

Contact us today if you’re ready to put customer journey logic behind the business processes.

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