From Process Excellence to Customer Excellence
Blog: Harmon's Blog: Eye on BPM
Mark McGregor believes the process community is facing new opportunities and threats in equal measure. The threats are coming from the various Customer Service communities which, his analysis suggests, are intensely aligned with the agenda of the business leadership. Their success is due to a great extent to their “outside in” approach. Read Mark’s Article to better understand “outside-in” and why combining Customer Service with Process Management delivers a vastly improved customer experience.
Author information
Mark McGregor
Currently serving as SVP Strategy at Signavio, Mark was formerly a Research Director at leading IT industry analysis firm Gartner. Mark has been around the BPM market for many years and is widely respected for his knowledge and views on business change. He is the creator of “Next Practice.” Mark has authored and co-authored four books on business and process management, and he is passionate about the people aspects of change. He has traveled internationally; learning, teaching and researching the cultural aspects of change and how executives perceive business and process improvement. He has taught thousands of professionals the importance of process, and continues to work with various CEOs in the education of BPM. Mark holds qualifications and certifications in Six Sigma, PRINCE2, Sales, Neuro-Linguistic Programming and Hypnosis.
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