In today’s fast-paced world, customers expect companies to proactively respond to customer service concerns before they turn into legitimate, deeply entrenched problems. Being able to keep track of communications and use that information in a collaborative, efficient manner improves both customer and employee experiences within a company.

Appian’s Business Process Management (BPM) platform not only assists in achieving these customer experience goals, but also ensures that employees are able to mobilize resources and communicate with customers in real-time.

This guide – Improving Employee And Customer Experience, focuses on how businesses can use Appian’s BPM tools to:

• Accelerate decision cycles
• Empower employees
• Strengthen customer relationships
• Track customer interactions

In a world where a large percentage of communications with customers occurs over social networks, being able to track conversations across various platforms, in an integrated way, is of the utmost importance.