Process over customer Experience

Doing things the right way, but for whom and with which purpose?

I truly believe in the order of things, thorough organization, processes and in everything that helps big organizations, multiple teams and stakeholders to be able to move forward in a synchronized and coordinated way.

But what happens when processes, reporting capabilities and operations oriented procedures are put in place with a solely operations mindset instead of a business agility and customer experience mindset?

How can we find that balance in which processes merrily accompany and enable business along with creating great customer experiences for both internal and external stakeholders?

Which questions should we ask ourselves first?

I thought of a few:

1. Who are we simplifying these processes for, the ones who are behind them, or the ones who are in front of them following and executing them?
2. Who did we think about when we put these processes in place? In our own organization or in how our customer would relate to us and do business with us?
3. Have we thought in offering our customers the most seamless customer experience??Meaning both, internal users and employees as well as customers and prospects we want to engage.

#thehighline Photograph by Marité León. No processes, no tickets needed, just experience it.