❔"Is customer experience and process improvement the same thing?" ❔This is a very interesting question! For starters, we need to think of it as a "yes, and" scenario. Business plans tend to focus on what's happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it's happening if you're being intentional or not. So let's be intentional!In this episode, Jeannie talks about - Business processes and customer experience management- Where our focus needs to be for CX and business processes- Reviewing business goals in relation to customer experience- How to get this outside lens of what's happening with your businessResources Mentioned:Experience Investigators Website -- experienceinvestigators.comCustomer Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprintArticle: Service Blueprinting and the Next Normal -- experienceinvestigators.com/service-blueprint-how-to/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)