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Customer Experience and Process Management: A Winning Combination

Blog: Harmon's Blog: Eye on BPM

Story 334780942 Recent research revealed that “‘customer-centric’ organizations are 38% more likely to report greater profitability than those that are not.” Andrew Spanyi provides the key actions necessary to take advantage of customer experience to drive performance improvement.

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Andrew Spanyi

Andrew Spanyi

Andrew Spanyi’s work in Process Improvement and Management is recognized internationally. He is the author of three books: More for Less: The Power of Process Management, Business Process Management is a Team Sport: Play It to Win! and Operational Leadership.
He has over two decades of management training and consulting experience. He is the founder and President of Spanyi International Inc. Since 1992, he has worked on over 100 major process improvement projects and led the development of several sales and management training programs. He has delivered keynote speeches at conferences in Canada, the USA, Europe, Australia and Africa.
He was affiliated with The Babson College Process Management Research Center and has taught courses at Babson College at both the MBA level and as part of the Babson executive education program. He is a member of the Board of Advisors at ABPMP. He has published articles with a broad cross-section of magazines such as Strategic Finance, Industrial Engineer, Lean Management Journal and the CEO Refresher. Andrew holds a Bachelor of Arts (Economics), and earned his MBA [Marketing/Finance] from York University, Toronto, Ontario, Canada.
Contact Andrew at or

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