Director, Operational Effectiveness, Global Operations
10:00 AM B10: OPEX driving customer value: When value stream mapping (VSM) meets customer journey mapping (CSM)
This workshop will demonstrate how process leaders can use their value stream mapping skillsets to transform their customer experience by mapping your customer journey effectively and improving your customer satisfaction.
· Identify the most impactful customer centric process improvements in your organization through Value Stream Mapping
· Map current vs. ideal value streams to identify improvements
· Develop a comprehensive plan to make your customer journey smoother