Why aren’t your customers on “the happy path”?

When companies design a business process, they often have the ”happy path” in mind. It’s a simple path, one with a beginning, an end, and many linear steps that can be easily analyzed.

Customers aren’t on the happy path. They see themselves funneled between teams, lingering with particular teams before getting shuttled along, and there’s never a clear end to their journey.

So why does this happen? Why aren’t your customers on the happy path?

Tune in to this short video to learn why the customer’s perception of the journey may significantly diverge from your organization’s design of the “happy path”, and how to get everyone back onto the right track.

Vendor:: ServiceNow
Premiered:: Mar 8, 2024

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