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Thursday, October 12 • 10:20 - 10:50
Theme: Customer Experience -Applying the customer experience lens to BPM

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Customer experience is not only about digital user experience at front office. Customers expect relevant, engaging and consistent experience throughout the journey. Design of a business process is critical to deliver great customer experience. In this session, McKinsey experts will uncover the how of designing business processes for consistent customer experience across many customer journeys. Experts will discuss the customer experience framework for business processes including, service delivery excellence, journey concepts, front and back office touch points, and enablers.

avatar for Mohit Thukral

Mohit Thukral

SVP and Business Leader, Genpact
Mr. Mohit Thukral is currently the Executive Officer and Senior Vice President at Genpact, a leading global professional services firm focused on putting digital and data to work to create competitive advantage for its clients. He is currently the Business Leader for Genpact’s largest... Read More →

avatar for Indraneel Banerjee

Indraneel Banerjee

Solution Partner, McKinsey & Company

Thursday October 12, 2017 10:20 - 10:50 PDT
Royal Ballroom

Attendees (4)