Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Webinars & Videos|
Top Skillsets for KM to Develop in 2024
The events of the 2020s have significantly disrupted the traditional ways of managing knowledge. As a result, new and creative approaches have emerged to address pressing…
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APQC conducted its annual research survey in early 2024 to determine Knowledge Management professionals' top objectives and priorities. The survey asked KM respondents to…
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Infographics|
Customer Journey Maps: Driving End-User-Focused Improvement
Customer journey maps are one technique organizations use to merge customer-centricity, data, and process to drive improvements. This infographic helps organizations better…
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Articles|
Introduction to Customer Journey Mapping
Leading organizations use customer journey mapping to turn customer data into actionable insights. In this article, you will learn about the key features and benefits of…
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Tools & Templates|
Customer Journey Map Template
Leading organizations use customer journey mapping to turn customer data into actionable insights. A customer journey map is a depiction of a customer’s key interactions with…
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Presentation Slides|
How to Boost Customer Experience with BPM and Design Thinking
Frameworks and methods from customer experience management (CXM), business process management (BPM), and design thinking (DT) had been utilized in several Endress+Hauser…
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The customer experience is critical to the success of your organization, but do your business processes reflect that importance? In a breakout session from APQC’s 2022…
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APQC’s Mercy Harper talks with Bob Berry, principal at AnswerLab and founder of ItsTheUsers.com, about tactics and best practices for improving internal user experiences. For…
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Articles|
Managing Change for Digital Work
APQC has surveyed and interviewed hundreds of organizations about their digital transformation initiatives over the past two years, and we consistently find that change…
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Presentation Slides|
Customer Journey Mapping: It’s Not Just for Product Teams Anymore
Between the rapid evolution of digital technologies and need to ensure human-centricity, organizations are looking at methodologies that help them incorporate an outside-in…
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Webinars & Videos|
Customer Journey Mapping: It’s Not Just for Product Teams Anymore (Recording)
Between the rapid evolution of digital technologies and need to ensure human-centricity, organizations are looking at methodologies that help them incorporate an outside-in…