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MIS5102: Process Improvement and Innovation

Just another Master of Science – Digital Innovation in Marketing site

Fox School of Business

Customer Journey Map

Traveling Reports

July 5, 2018 By Nydrea Gause 6 Comments

Working in Finance and Administration, I work with a lot of systems and deal with a ton of processes on a day-to-day basis. Although many of our processes that were manually done by hand (i.e. printing, filling out, scanning, emailing) can now be completed through an automated workflow system, there is one process that continues to frustrate me, the Concur Workflow Process.    … [Read more...] about Traveling Reports

Process Design vs Customer Journey Maps, or do we need them both?

June 18, 2018 By Shameika Ejiasi 10 Comments

customer journey map

How well do you understand your customer? How well does your customer understand your business? What are your customer’s pain points when they decide they want to purchase a product or service from you? Do you analyze their purchase decision before or after they’ve walked into your establishment? These answers and many more can be found by constructing a thorough customer … [Read more...] about Process Design vs Customer Journey Maps, or do we need them both?

I’m Having an “Out of Box Experience!”

June 9, 2018 By Salvin Varghese 11 Comments

Understanding a customer’s journey from the point of awareness to utilizing your product/service is important. Why? Because by fully understanding each of your touchpoints with customers (pros and cons) you can help build stronger experiences and in turn a better brand overall. In the article, “Using Customer Journey Maps to Improve Customer Experience,” Richardson explains how … [Read more...] about I’m Having an “Out of Box Experience!”

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