Part of the Free eBook The Definitive Guide to Process Innovation

Empowered Customers Rule!

In an era when newly-empowered customers rule supreme, process execution professionals find themselves struggling against a tide of new challenges.

Shaving a few seconds off back-office processes now pales into insignificance compared to the urgent need to give customers what they want. Not next year – right now.

But the old ways of thinking about processes, looking at the business and working from the inside out, can’t help here. What’s needed is a different approach that starts with what customers want and works from the outside back into the business and the underlying processes.

The trouble is, even for the process professionals who have adopted this new approach, it can still be a long road from a brilliant, customer-led idea to a viable, enterprise ready solution. Our experience, however, shows it is possible. We have seen first-hand how process professionals can use Low-code platforms to turn ambitious visions into revolutionary business enhancements much faster than they ever thought possible.

Work smart, not hard

In any organization, there are a number of processes that are inefficient, ineffective, or just plain broken. Many of these are known, but many others are disguised by workarounds or people simply working harder to compensate.

The Process Execution Gap is the reason these inefficiencies persist. The people who know what needs changing aren’t empowered to make the change. And in an increasingly digital world, the gap has been getting wider.

Today, more often than not, process improvement or innovation requires an IT fix. But only 14% of CIOs say they have the necessary people and skills to execute their digital strategy*, which inevitably means most businesses suffer from a lengthening IT queue for new apps.

That creates a bottleneck between defining a process improvement and delivering it, so many of the fixes for broken processes get put on hold – or don’t get on the list at all.


Find out how to close the Process Execution Gap in our free eBook: 
The Definitive Guide to Process Innovation


Broken Process:  Handling customer complaints

It’s an experience that’s all too common. You’ve got a complaint, but the frontline staff you’re talking to don’t have the tools and processes to deal with the issue promptly. The complaint has to be escalated and is only resolved after weeks of sporadic communications.

For the customer, it’s a frustrating process. For the business, it’s a process riddled with unnecessary costs and brand-damaging risks. Read on to learn how Thomas Cook’s Lean team fixed the complaint handling process

Broken process: Customer onboarding

Onboarding new customers is a fundamental part of most business models. It’s also one of the first opportunities you have to impress – or disappoint.

For example, opening an account may require ID  verification and credit checks. Is that process smooth and easy for your customers, or complex and slow? The answer can have a big impact on how your business grows.

When an inefficient process directly limits your ability to grow, something needs to be done – and fast. Later, we’ll look at how Universal Payment Gateway overcame this problem.

Broken processes: Customer order processing

When there’s a sudden surge in demand for a product, it’s vital that your processes can keep up. Otherwise it’s not just revenue that will feel the impact – contact center costs will rise as more customers make chaser calls or raise complaints.

But streamlining and automating processes can turn this issue on its head. Keep reading to discover how Nationwide Building Society did just that by completely overhauling its ISA processing function.

It’s not just fixing the old – it’s inventing the new

This Process Execution Gap means that broken processes stay broken, which is bad for you and bad for your customers.

“Empowered customers are shaping business strategy. Simply put, customers expect consistent and high-value in-person and digital experiences. They don’t care if building these experiences is hard or requires a complex, multifunction approach from across your business. They want immediate value and will go elsewhere if you can’t provide it.”

Forrester: The Age of the Customer: Lead the Customer-Obsessed Transformation

We’re in the age of the customer, where people are empowered with information and choice like never before, thanks to the internet, social media and mobile. And these same disruptive technologies, along with the rise of cloud computing, have lowered the barriers to entry for new competitors, giving customers more options.

As the balance of power has shifted from brands to customers, meeting changing expectations quickly and cost effectively is essential for your business to thrive.

In many industries, improving customer experience is now the most important competitive differentiator. This requires urgent and radical innovation rather than incremental improvements. But the Process Execution Gap means the new processes customers demand just don’t get delivered, so opportunities are missed, brand reputations are damaged and customers are lost to more agile competitors.

Process Innovation Guide

Forrester – The State Of Digital Business, 2015 To 2020