Interesting video update from Gartner’s David McCoy on the key challenges for Business Process Management. He indicates that he thinks the greatest challenge to business process improvement is the organizational change aspect and states that political resistance within organizations can make or break a BPM effort.
What links a celebrity shoplifting incident, the UK’s biggest retailer Tesco and a Channel 4 program called “On Hold”? The answer is automatic customer service (hopefully you weren’t thinking this was a review of the latest Michael Bay movie). In the UK this week customer service and customer experience has just become a hot topic.
Customer Complaints continue to rise in the UK energy sector, British Gas alone saw a 30% rise in 2011. Common themes include incorrect billing, poor call center response and poor treatment by staff. Fundamentally mistakes in bills and meter reading are a failure a failure of business processes. On many occasions what is perceived as poor treatment by staff is in reality a staff member tied to an inflexible business process and poorly integrated business applications.