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By: José Francisco Rodríguez, President AEERC, Associate Professor ESADE
We must strive to increase the value generated by the customer experience, designing models of omnichannel relationship based on customer preferences.
Complying with traditional SLAs focused on improving operations and meeting the challenges of integrating digital channels is no longer enough as differentiating elements and catalysts for revenue.
In this context, it is necessary to work to improve how companies interact with their clients by designing a relationship model based on the appropriate combination of digital and analog channels for ...(Keep reading)
By: Pedro Robledo, BPM process management expert
Process Mining is a process analysis method that aims to discover, monitor and improve real processes (processes not assumed) by extracting knowledge easily from available event logs in the systems of current information of an organization. It goes beyond the pure presentation of the key data of the process, recognizing the contextual relationships of the processes, presenting them in the form of graphic analysis in order to diagnose problems and suggest improvements in the quality of the process models. With Process Mining it will ...(Keep reading)