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Business Process Management and Customer Experience Management Convergence – a Literature Review

Even though business process management and customer experience management initiatives normally strive towards achieving customer satisfaction, their efforts are often not aligned. Therefore, further research is required in the domain of business process management and customer experience management convergence approach. In order to do so, systematic literature review of the current state of this domain in necessary in order to be able to clearly identify the problem, formulate the goals and eventually conceptualize and structure the business process management and customer experience management convergence model. This research is relevant for both commercial and public services organizations, as well as within the smart city setup and enablement.

Business Process Management ; Customer Experience Management ; Convergence, Customer Orientation ; Customer Journey ; Literature Review

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