Target Journey Maps (TJM), translated into executable BPMN 2.0 — every step traced back to a role, capability, and system. This is where customer experience (CX) becomes operations (OpEx): five worked processes covering the priority journeys, the derivation method that turns each Target Journey Map into an executable diagram, the Target Operating Model (TOM) mapping that traces every swimlane back to a role, capability and system, and the catalog of the full library.
Method
Nine rules that keep BPMN useful — and stop it becoming wallpaper.
Most BPMN libraries die because no one knows what to do with them. These rules fix that.
01One journey, one process
Every target journey map produces exactly one end-to-end process diagram. Sub-processes hang off it. No orphan diagrams.
02Lanes = TOM roles
Every swimlane maps to a role in the Target Operating Model. If a task can’t be assigned a lane, the TOM is wrong — not the process.
03Gateways = business rules
Each gateway carries the decision rule and the data it consumes. No invisible logic.
04Events = SLAs
Timer and message events carry the SLA. Late events trigger the escalation path — not the inbox.
05Happy + unhappy paths
Every diagram shows both success and failure flows. No process is complete with only the green arrow.
06Versioned + owned
One owner per process. Version, date, change log. Retire when superseded — never two live.
07Systems named per task
Each task names the system that executes it. Tasks without a system are work-in-progress.
08Data objects shown
Critical payloads and stores are drawn — not buried in the spec.
09Message flows cross pools
External actors live in their own pool. Communication uses message flows. Sequence flows never cross pool boundaries.
Derivation
The bridge — from customer journey map to BPMN.
Every column in your customer journey map — the Target Journey Map (TJM) — has a direct counterpart in the executable process. Each stage of what the customer experiences becomes a specific BPMN element, so the final diagram traces cleanly back to the journey. The translation is mechanical, not creative — nothing is invented, everything maps.
Journey map stage
Touchpoint
→
BPMN element
Start event or task
Journey map stage
Customer action
→
BPMN element
External pool · message flow into Valorice pool
Journey map stage
Channel / system
→
BPMN element
Service task · Send / Receive task · Data store
Journey map stage
Internal action
→
BPMN element
User task assigned to a TOM-role lane
Journey map stage
Decision moment
→
BPMN element
Gateway (exclusive / parallel / inclusive) with business rule
Journey map stage
Pain point / SLA
→
BPMN element
Boundary timer event with escalation path
Journey map stage
Sub-flow / detail
→
BPMN element
Collapsed sub-process — opens to a child diagram
Journey map stage
Success outcome
→
BPMN element
End event · normal or message
Journey map stage
Failure outcome
→
BPMN element
End event · error · terminate · escalation
Notation
BPMN 2.0 — the full shape set, used sparingly.
Every shape on this page is used in at least one of the five diagrams. Nothing here is decorative.
Events
Start · nonefirst trigger of process
Start · messageprocess starts on incoming message
Start · timerprocess starts on schedule
Intermediate · timerwait or delay
Intermediate · messagesend / receive in flight
Boundary · timerSLA escalation on task
Boundary · errorcatch task failure
End · nonenormal completion
End · messagenotify on completion
End · terminatekill all paths
End · errorthrow error to parent
End · escalationhand off to higher level
Activities
User taskhuman work
Service tasksystem / API call
Manual taskphysical, off-system work
Send taskoutbound message
Receive taskinbound message
Script taskrule / calc / script
Sub-processcollapsed nested process
Gateways
Exclusive (XOR)one path only — yes/no
Parallel (AND)all paths fire
Inclusive (OR)one or more paths fire
Event-basedroute by next event
Connectors & data
Sequence flowwork moves between elements
Message flowbetween pools, never inside
Associationlinks data to flow elements
Data objectdocument or payload
Data storepersistent database
Process 01
Customer onboarding — full BPMN.
Three pools (Valorice, Customer, KYC Provider). Four lanes inside Valorice. Parallel-risk branching: low-risk auto-onboards, high-risk goes through a KYC sub-process with a 48h boundary timer, VIPs trigger a parallel customer-success kick-off. Reject path uses a terminate event to halt all parallel branches. Every successful task feeds the analytics lane.
P01 · Onboarding · v1.0 · Owner: Customer Success Lead
Target SLA · 5 business days
Each part of the journey map maps directly to an element in the executable process: the roles in your operating model become the swimlanes that show who does what, each decision moment becomes a gateway that routes the flow, and every task is linked to the system that performs it.
TOM roles → swimlanes
Digital / self-serve — automated lane; no human handoff for the smooth, happy-path journey
Customer Success — kick-off and success plan; for VIP customers only
Compliance / Know Your Customer (KYC) — a gated, deadline-bound identity check handled by an external provider
Data / analytics — feeds performance metrics (KPIs) at every milestone
Decision rules
Gateway 1 — Data complete? — all required fields present and validated against the expected format
Gateway 2 — Risk segment? — low / high / VIP, from the Customer Data Platform (CDP) score at sign-up
Gateway 3 — Identity verified? — KYC provider confidence ≥ 0.85 across name, date of birth, and ID document
48-hour deadline — identity verification (KYC) is a regulatory requirement for onboarding; it must clear within 48 hours or the process is automatically stopped
Systems per task
Validate input — onboarding API and Customer Identity & Access Management (CIAM)
Activate account — provisioning service and ERP (core business system)
Welcome email — communications platform
Log event — Customer Data Platform (CDP) and Business Intelligence (BI) reporting
Process 02
Complaint handling — full BPMN.
Three pools (Valorice, Customer, Regulator). Five lanes. Parallel gateway fires the regulatory branch in addition to the operational branch the moment a complaint is flagged regulatory — the two clocks run separately and never merge. Frontline first-contact resolution with a 72h boundary timer, specialist sub-process for root-cause, mandate gateway with manager-approval, customer accept/reject loop. Quality lane scores every conversation and feeds insights.
P02 · Complaint Handling · v1.0 · Owner: Service Operations Lead
Target SLA · 10 business days · regulatory ≤ 8 weeks
TOM roles → swimlanes
Channel / triage — single intake regardless of channel
Three pools (Valorice, Customer, Field engineer). Four lanes. Self-serve branch resolves zero-touch when possible. Inclusive gateway lets remote and on-site fire together when both are needed. Boundary 4h timer escalates remote-only attempts to on-site. Field engineer pool exchanges dispatch messages with the dispatch lane. Billing runs in parallel after fulfilment.
P03 · Service Request Fulfilment · v1.0 · Owner: Service Operations Lead
Target SLA · remote 4h · on-site next business day
GW requires on-site? (inclusive) — remote alone, on-site alone, or both fire
GW fixed? — confirmed by automated post-fix test, not agent claim
Boundary 4h — escalate to on-site if remote fix not validated
Systems per task
Classify + entitlement — service catalog · CRM
Remote diagnostics — RMM · diagnostics tool
Schedule on-site — FSM · partner portal
On-site sub-process — field app · IoT sensors
Invoice — ERP · billing engine
Process 04
Renewal & retention — full BPMN.
Single pool (Valorice) with four lanes plus customer pool. Time-triggered start event 90 days from renewal. Churn / uplift score branches into three treatments — healthy → CS health check, at-risk → save offer + negotiation, low-value → self-serve digital. Boundary 14-day timer on the sales lane defaults to churn. All paths converge through a parallel gateway and a customer message event before the final exclusive decision.
Analytics / scoring — churn × uplift model decides treatment
Customer Success — health check + plan refresh for healthy accounts
Sales / retention — save offer + negotiation for at-risk
Digital / comms — self-serve renewal flow for low-value
Decision rules & events
Start timer — T-90 days from renewal date
GW segment? — churn-risk score × ARR tier
Boundary T-14d — if no negotiated offer, default to churn end event
GW decision? — explicit accept or reject from customer message
Systems per task
Churn / uplift score — model registry · CDP
Health check — CS platform · CRM
Save offer — CPQ · discount engine
Self-renew portal — billing self-serve · email
Process 05
Digital-to-assisted handoff — full BPMN.
Single pool with four lanes. The cross-cutting process that decides when AI / virtual agent escalates to a human. Event-based gateway listens for sentiment drop or 3-turn timeout. Live agent receives full context — no “please tell me again”. Quality lane scores every conversation and retrains the AI on the failures.
P05 · Digital-to-Assisted Handoff · v1.0 · Owner: AI / Conversational Lead
Trigger · any inbound · target containment > 60% with CSAT ≥ 4.4
TOM roles → swimlanes
Digital / app + web — entry channel, guided self-serve
Virtual agent (AI) — intent + resolution, with confidence threshold
Live agent — receives context-rich handoff, never cold-start
Quality + training — scores conversations, feeds AI retrain