Customer service (CS) and customer experience (CX) professionals are designated brand advocates, as first points of contact. At the end of a typical CX interaction, a customer will be left with a feeling. Going forward, this will, most likely, be the feeling they would attribute to the brand. Creating positive sentiments about the brand and maintaining it are big opportunity areas. Such customer interactions can lead to loyal customers, positive word-of-mouth, and even business growth.

Delivering top-notch customer service maintains customer loyalty and drives business growth. As customer expectations evolve, streamlining workflows and improving service efficiency becomes increasingly important. This is where a Business Process Management (BPM) methodology comes into play.

This article will guide customer service managers, operations leaders and CX professionals in choosing the best BPM methodology to enhance service operations.

In today's hyper-competitive business environment, organisations must differentiate themselves through their products and services and the experiences they provide to customers. Businesses across various sectors—retail, technology, or hospitality—are now focussing on delivering superior customer interactions at every touchpoint. It leads us to a vital business concept: customer experience management.