How to Deliver a Compelling Customer Excellence Program

Register now for a chance to win one of 300 copies (£16.99 value)!

Three of the process and operational excellence community’s foremost thought leaders have joined forces for an exciting new book. And you have a chance to win a copy!

In “How to Deliver a Compelling Customer Excellence Program,” you’ll discover why Customer Excellence (CEX) will become not just the new battleground for business, but the new measure of success. Co-authored by Dr. Gero Decker, Mark McGregor and Jim Sinur, this soon-to-be-released book makes the case that Customer Excellence should be the new North Star for all businesses, creating a need to transform the way they approach OpEx, CX, technology application and more.



Get in on the ground floor of CEX learning

“How to Deliver a Compelling Customer Excellence Program” promises to be a must-read for anyone involved in process, operations or organizational transformation. Register today to enter for a chance to win a free copy, and keep an eye out for more great insights into Customer Excellence, the next $100 billion market.

The book will focus around key content such as:

  • Why Do We Need Customer Excellence
  • Introducing The Customer Excellence Framework
  • Who Is The Customer, and What is Their Journey
  • Powered By Process
  • Rethinking What Technology Means
  • People Make The Difference
  • The Key Questions You Need to Address
  • Numerous Case Study Examples

In addition to this new book — to be released this Fall — the authors will be working on several supporting webinars, seminars and other materials for trainers and consultants to use in their own work. Also stay tuned for news about “Customer Excellence: The New Business Imperative,” the companion book scheduled for release in November.


Publisher: Smart Questions

Release Date: Fall 2019

Language: English

ISBN-10: 9781907453

ISBN-13: 978-1-907453-24-3 Product Dimensions: 9.2 x 0.4 x 6.1 inches


Dr. Gero Decker

Co-founder & CEO, Signavio

Gero Decker is responsible for Signavio’s overall strategic direction. He is a business process management expert and passionate about product innovation. 

Before creating Signavio, he worked for SAP and McKinsey. Gero holds a PhD in Business Process Management from Hasso-Plattner-Institute.


Mark McGregor

Head of Strategy, Signavio

Mark McGregor is a former Research Director at Gartner, with a depth of experience in enterprise architecture, business process management and change management.

Mark has authored or co-authored four other books on business and process management, including “Thrive! How to Succeed in the Age of the Customer,” “In Search of BPM Excellence,” and “People Centric Process Management.” 


Jim Sinur

Analyst & Thought Leader

Jim Sinur is a distinguished thought leader covering digital transformation, the digital business platform (DBP), the Internet of Things (IoT) and more.

Jim spent 20 years at Gartner, where he was critical in creating the first Hype Cycle and Maturity Model, which have become a hallmark of Gartner analysis, along with the Magic Quadrant. Prior to Gartner, Jim was a director of worldwide technologies at American Express.