How Social Media and BPM Enable Customer Centricity
Social Media is both a threat and an opportunity.
Organizations are traditionally used to being in control of customer interactions and have long built IT systems that push messages to the customer. It is clear, however, that social media and the consumerization of technology has already had an impact on customer’s daily lives and is here to stay.
Through social listening and an effective Business Process Management system, organization’s ability to listen to the conversation and respond through changing business processes will become a major differentiator.