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In these modern times it is more and more difficult to become and stay competitive in the business environment. Customers have increasingly more products to choose from and more channels through which they can satisfy their needs. In such an environment it is vital to ensure an exceptional customer experience, and to maintain this experience through delivering products and services according to customer needs. This can be achieved by developing a process improvement model that integrates traditional approaches to business process improvement with the concept of customer experience management. OPSOMMING In vandag se besigheidsomgewing raak dit al moeiliker om te kompeteer vir die lojaliteit van kliente. Kliente het al meer produkte om van te kies en heelwat meer kanale waardeur hulle, hulle begeertes kan vervul. In so omgewing is dit baie belangrik om die ervaring van kliente te verbeter deur produkte en dienste te lewer wat voorsien in al die behoeftes van die klient. Dit kan gedoen word deur die ontwikkeling van ’n prosesverbeteringsmodel wat die tradisionele konsep van besigheidsprosesverbetering integreer met klientervaring bestuur.

PROPOSED BUSINESS PROCESS IMPROVEMENT MODEL WITH INTEGRATED CUSTOMER EXPERIENCE MANAGEMENT