Can you solve the experience gap in your processes?

Delivering a bad experience can have severe financial consequences for a business. Yet, it is easy for things to go wrong as experience and process flaws are often disconnected. Being able to understand the experience behind a process with journey to process analytics is a true game-changer. 

 

The experience gap and its consequences 

80% of CEO´s think they deliver a superior experience; in reality, only 8% of their customers agree (Bain & Company). 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. 

For example, the recent Qualtrics XM Institute study found that more than half of consumers have cut spending after a single bad experience with a company. It´s too easy to get it wrong. 

In fact, it´s predicted that businesses globally stand to lose $4.7 trillion in consumer spending due to poor customer experiences. 

 

Everything starts with a journey 

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: What journeys do my customers, employees or suppliers have with us?  

Model their journeys and identify their critical interaction points with your organization. 

Experiences are deeply connected to how you operate as a company. Start connecting the journeys with the processes you have modeled, your metrics, systems, and roles in your company. Understand the journey complexity based on the underlying processes, and whether each journey meets your customer and employee expectations.  

 

Data rich, (experience) insights poor? 

Companies often rely on information from operational systems to make decisions: customer relationship, human resources, financials or supply chain systems data. However, this data lacks insight into a critical element – people. 

The danger for many companies is focusing too much on achieving cost-driven efficiency and automation rather than on the experience they provide to customers, employees or suppliers. 

This inside-out perspective can lead to a disengaged customer base, giving ground to the competition, disengaged employees, or putting core supplier relationships at risk.  

Adding an outside-in perspective to your process excellence and transformation efforts is the true game-changer that helps you get a differentiating edge in the market. 

 

Marry the data 

If you gather experience data but attempt to improve your operations and your experience in silos, you will often end up focusing on symptoms rather than the real causes.  

You need to connect your data and bring your experience and operations teams closer. Data and organizational lead to incomplete view of your business.  

Once you start enriching your process data with experience data you can see not only how your processes and operations run, but also how your customers, employees or suppliers interact and experience those same processes and operations.   

 

Experience-driven process mining 

Once you have the data, you can now rely on the power of process mining, with detailed process analysis, out-of-the-box insights and advanced analytics to unearth your process and experience reality together and make smarter decisions, faster.  

Discover previously unknown relationships or anomalies between experience and process data, see how and when processes hurt the experience, then quickly and accurately identify what you need to do to improve, today. 

 

Blending it all together – the journey to process analytics cycle 

Reduce your time to insights and your time to action by operationalizing your journeys and triggering process and journey changes, getting everyone involved.  

You now have a complete view on how to do this quickly, and in a continuous, governed cycle. You can manage the repository of journeys and processes, their interdependencies, and get alerted to any changes.  

This is journey to process analytics – a way to fully realize your process-first, customer-first mindset.  

 

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In upcoming blog posts we’ll cover how journey to process analytics can help companies operate and engage more efficiently and effectively, grow and create new business value. 

If this sounds interesting, don’t hesitate to reach out to us via the SAP BPI Community. 

As part of our upcoming journey to process analytics March 2022 release our customers have the chance to test new product capabilities. Apply here