Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

Pavlić, Dino; Ćukušić, Maja

doi:10.1007/978-3-030-30429-4_24

Cited by 4 publications

(4 citation statements)

References 13 publications

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“…Customer eXperience (CX). The prospects and implications of business process analysis and optimisation when using the BPM-CX convergent approach, in comparison with the traditional BPM approach, have been presented elsewhere (Pavlić & Ćukušić, 2019a, Pavlić & Ćukušić, 2019b.…”

Section: New Research Directions In the Field Of Digital Transformation: Bpm And CX Convergencementioning

confidence: 99%

The Case for a Coupled User-Oriented Process (Re)design and Information Systems Development

Ćukušić¹,

Croatia²

2020

Fourth International Scientific Conference ITEMA Recent Advances in Information Technology, Tourism, Economics, Management and

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The paper synthesises studies of two specific conceptual models from a rather wide area of user-oriented process (re)design and the development of related, modern information systems based on smart technologies. Further, it proposes a new approach for coupling (1) a methodology for convergent customer experience management and business process management, with (2) a framework for user-oriented data-driven information systems development. It also analyses the implications and conditions for its implementation in private and public organisations.

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Section: New Research Directions In the Field Of Digital Transformation: Bpm And CX Convergencementioning

confidence: 99%

The Case for a Coupled User-Oriented Process (Re)design and Information Systems Development

Ćukušić¹,

Croatia²

2020

Fourth International Scientific Conference ITEMA Recent Advances in Information Technology, Tourism, Economics, Management and

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“…To formulate and structure the BPM-CXM convergence, design science approach is used [21] as a research framework. Standard phases were followed (identification of the problem and motivation, definition of the objectives of a solution, design and development, demonstration, evaluation, and communication) during several workshop events during 2018 when there were multiple iterations of literature analysis, objectives defi-nition, and model formulation with BPM experts resulting in a high-level concept (presented in [16]) structured around BPM lifecycle and related descriptions and top-down models. BPM-CXM convergence concept (Fig.…”

Section: Bpm-cxm Convergence Conceptmentioning

confidence: 99%

“…One of the reasons for this misalignment is a lack of a model or a structure for integrated modeling and analyzing of internal business processes and customer experiences external to the organization [12][13][14][15], a topic that this paper addresses directly. The concept of BPM-CXM convergence has been presented earlier (in [16]) while this paper develops it further and presents the results of its evaluation by experts.…”

Section: Introductionmentioning

confidence: 99%

Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives

Pavlić¹,

Ćukušić²

2019

Lecture Notes in Business Information Processing

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Both in theory and practice, a lack of a formulated structure to facilitate integrated modeling and analysis of internal business processes and customer experiences external to the organization has been identified by many authors. Tackling this issue, a convergent approach aligning Business Process Management (BPM) and Customer eXperience Management (CXM) initiatives, is proposed in the paper, along with a full set of top-down BPM-CXM models varying in the level of detail. To validate the proposed models, a focus group study with experts in BPM and CXM domains was organized, and the findings are reported and further operationalized using a tool widely used in the EMEA region.

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“…Until recently, organizations were concentrated only on the processes, focusing on how they operate, neglecting that the customer and their interaction to business processes are important [3]. However, according to [4], identification, analysis, and control of processes should be performed in convergence with customer experience, and not be addressed independently. These authors suggest that to achieve a great customer experience, excellent business processes are required.…”

Section: Introductionmentioning

confidence: 99%

Application of Modern Digital Systems and Approaches to Business Process Management

et al. 2022

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In order to adapt to ever-changing customer needs and satisfy them, good Business Process Management (BPM) in Small and Medium-sized Enterprises (SMEs) is crucial. The target group of this research is production SMEs whose BPM can be monitored respecting the values of key performance indicators (KPIs). This paper shows how improving the performance of the observed business processes can improve the level of customer satisfaction. This improvement should lead to the sustainability of SMEs in the market. In this paper, evaluation of business processes performance is defined as a multi-criteria decision problem. The relative importance of considered KPIs and their imprecise values are described by linguistic expressions, which are then modeled by triangular intuitionistic fuzzy numbers (TIFNs). Calculation of KPI weights is done by using the fuzzy analytic hierarchy process (FAHP). Evaluation of BPM success is conducted respecting the obtained KPI weights and KPI values. An optimal solution for BPM success improvement, respecting customer satisfaction indicators, is calculated using the Artificial Neural Network (ANN) and Genetic Algorithm (GA) approaches. By applying the proposed model, managers of production SMEs can determine the management initiatives that will improve their business and the sustainability of their companies.

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Conceptualizing the Convergence Model of Business Process Management and Customer Experience Management

Cited by 4 publications

References 13 publications

The Case for a Coupled User-Oriented Process (Re)design and Information Systems Development

The Case for a Coupled User-Oriented Process (Re)design and Information Systems Development

Developing a Structured Approach to Converging Business Process Management and Customer Experience Management Initiatives

Application of Modern Digital Systems and Approaches to Business Process Management

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