Learn how the right mix of apps, data, mobile, and cloud can provide you with real-time connections with your customers throughout their journey with you. For more information on Business Process Management (BPM), visit our resource center: http://www.aiim.org/Resource-Centers/Business-Process-Management.

1. Underwri(en
by:
Presented
by:
Presented
December
9,
2015
Connect
with
Your
Customers
in
Our
Modern
World:
With
apps,
data,
mobile,
and
cloud

2. Underwri(en
by:
Presented
by:
AIIM
Presents:
Connect
with
Your
Customers
in
Our
Modern
World:
With
apps,
data,
mobile,
and
cloud
Nathaniel
Palmer
BPM.com
Host:
Theresa
Resek
Director
AIIM
Malcolm
Ross
Vice
President
of
Product
Appian

3. Underwri(en
by:
Presented
by:
Introducing
our
Featured
Speaker
Nathaniel
Palmer

4. Underwri(en
by:
Presented
by:
Meet
Your
Customers
for
the
Next
20
Years

5. Underwri(en
by:
Presented
by:
ConnecHng
with
Your
Customers
in
Our
Modern
World
Means
MeeHng
Constantly
Changing
ExpectaHons
Meet
Your
Customers
for
the
Next
20
Years

6. Underwri(en
by:
Presented
by:
Saint
Peter’s
Square
2005

7. Underwri(en
by:
Presented
by:
Same
Scene,
Different
Reality
2005
2013

8. Underwri(en
by:
Presented
by:
“60%
of
smartphone
or
tablet
owners
who
switched
primary
banks
in
the
fourth
quarter
said
that
mobile
banking
capabiliNes
were
an
“important”
or
“extremely
important”
component
in
their
decision
to
switch,
versus
only
48%
surveyed
6
months
earlier.”
Source: Mobile Financial Services Tracking Study,” AlixPartners, March 2014
There
is
a
War
Underway
for
Your
Customers,
and
it
is
Happening
on
Their
Phones
ConnecHng
with
Your
Customers
in
Our
Modern
World
Means
MeeHng
Constantly
Changing
ExpectaHons

9. Underwri(en
by:
Presented
by:
Amara's
Law:
Long
Run
vs
Short
Run
“We
tend
to
overesHmate
the
effect
of
a
technology
in
the
short
run
and
underesHmate
the
effect
in
the
long
run.”
-­‐ Roy
Amara
Chief
Scien;st,
Ins;tute
for
the
Future

10. Underwri(en
by:
Presented
by:
Leveraging
Process
AutomaHon
for
Real-­‐Time
Customer
ConnecHons

11. Underwri(en
by:
Presented
by:
SOURCE:
FutureRobot
Managing
Change
in
an
InnovaHve
Way
to
Improve
Business
Agility

12. Underwri(en
by:
Presented
by:
What’s
Possible
With
Joining
BPM
and
Real-­‐Time
Customer
Engagement

13. Underwri(en
by:
Presented
by:
Bringing
Apps,
Data,
Cloud,
and
Mobile
–
to
Best
Connect
with
Your
Customers
SOURCE:
Nathaniel
Palmer.
“BPM
Everywhere”
(FSI
2015)

14. Underwri(en
by:
Presented
by:
Digital
Disruptors
Leverage
Apps,
Data,
Cloud,
and
Mobile
to
Be]er
Connect
With
Your
Customers
20th
Century
Infrastructure
Ownership
Economies
of
Scale
Supply
Chain
Control
Customer
Lock-­‐in
Proprietary
Advantage
21st
Century
Infrastructure
Access
Network
Effect
Technology
Innova;on
Happy
Customers
Disrup;ve
Innova;on

15. Underwri(en
by:
Presented
by:
“The
Ba]le
Is
For
The
Customer
Interface”
-­‐
TechCrunch
20th
Century
Infrastructure
Ownership
Economies
of
Scale
Supply
Chain
Control
Customer
Lock-­‐in
Proprietary
Advantage
21st
Century
Infrastructure
Access
Network
Effect
Technology
Innova;on
Happy
Customers
Disrup;ve
Innova;on
“Uber,
the
world’s
largest
taxi
company,
owns
no
vehicles.
Facebook,
the
world’s
most
popular
media
owner,
creates
no
content.
Alibaba,
the
most
valuable
retailer,
has
no
inventory.
And
Airbnb,
the
world’s
largest
accommodaNon
provider,
owns
no
real
estate.
.
.”

16. Underwri(en
by:
Presented
by:
How
Less
is
More
Today
20th
Century
Infrastructure
Ownership
Economies
of
Scale
Supply
Chain
Control
Customer
Lock-­‐in
Proprietary
Advantage
21st
Century
Infrastructure
Access
Network
Effect
Technology
Innova;on
Happy
Customers
Disrup;ve
Innova;on
Today’s
Digital
Disruptors
have
access
to
the
same
compuHng
power
and
customer-­‐engagement
capacity
as
any
Fortune
100
CIO
–
with
none
of
the
legacy
burden.
And
so
do
you
and
your
compeHtors.
The
only
quesHon
is:
will
you
be
disrupted
or
the
disruptor?

17. Underwri(en
by:
Presented
by:
The
Ba]le
for
Customers
is
the
Interface
20th
Century
Infrastructure
Ownership
Economies
of
Scale
Supply
Chain
Control
Customer
Lock-­‐in
Proprietary
Advantage
21st
Century
Infrastructure
Access
Network
Effect
Technology
Innova;on
Happy
Customers
Disrup;ve
Innova;on
ConnecHng
with
your
customers
in
our
modern
world
require
the
right
mix
of
apps,
data,
mobile,
and
cloud
–
but
the
point
of
connecHon
(where
and
how
you
connect)
is
increasingly
the
app
interface.
How
you
build
your
apps
defines
your
customers’
experience.

18. Underwri(en
by:
Presented
by:
#1
–
“Older
IT
systems
cannot
be
changed
or
adapted
as
fast
as
we
would
like”
#2
–
“Growing
maintenance
burden
on
exisHng
legacy
applicaHons
consumes
precious
resources
and
budget
be]er
spent
elsewhere”
#3
–
“Customers
expect
easier
ways
to
interact
with
us
and
our
systems
(such
as
via
web
and
mobile
apps)”
BPM.com
Survey
of
1,000
Mid-­‐sized
Firms:
Top
3
Challenges
BPM
Was
Made
to
Solve
Real
Problems
and
Enable
ConnecHng
with
Your
Customers

19. Underwri(en
by:
Presented
by:
What
BPM
Has
TradiHonally
Looked
Like

20. Underwri(en
by:
Presented
by:
What
it
Should
Look
Like
(and
today
indeed
can)

21. Underwri(en
by:
Presented
by:
1.
Data-­‐Driven
=
knows
what’s
in
the
payload
(knows
context
of
work)
2.
Goal-­‐Oriented
=
drive
towards
defined
outcome,
self-­‐opNmizing
3.
AdapHve
=
changes
course
in
response
to
evolving
operaNonal
context
4.
Intelligent
AutomaHon
=
leverages
rules,
goals,
business
events
and
context
(e.g.,
operaNonal
intelligence)
to
expand
the
envelope
of
what
can
be
automated
5.
Redefining
the
Customer/ApplicaHon
Interface
How
BPM
is
Evolving
(and
has
evolved)

22. Underwri(en
by:
Presented
by:
“Wearable
compu;ng
assures
especially
that
processes
become
more
straighPorward,
the
quality
increases
and
idle
;me
decreases”
-­‐
Dr.
Webster
Re-­‐envisioning
the
structure
of
the
task
–
not
as
a
single,
discrete
unit
of
work.
Remove
the
disHncHon
between
what
supports
a
task
and
the
task
itself.

23. Underwri(en
by:
Presented
by:
CreaHng
Agile
SoluHons
With
a
BPM
ApplicaHon
Plahorm
INTERFACE
APPLICATION
PLATFORM
VALUE
COST
UNIFIED
INTERFACE
SHARED
PROCESS,
RULES,
DATA
INTERFACE
UNIQUE
TO
EACH
APP
DATA
/
BUSINESS
LOGIC
TIGHTLY
COUPLED
TO
EACH
APP
Standard IDE BPM Platform

24. Underwri(en
by:
Presented
by:
Re-­‐envisioning
IT
Architecture
3-­‐TIER
ARCHITECTURE
Data
Tier
(typically
a
;ghtly
coupled
database)
ApplicaHon
Tier
(typically
an
App
Server)
PresentaHon
Tier
(typically
an
Web
browser)
Earlier
BPM
PlaRorms
and
Event-­‐Driven
ApplicaUons
Follow
a
Model–View–
Controller
(MVC)
SoXware
Architecture
and
Present
Tasks
via
Worklist
Metaphor;
Focus
is
on
Horizontal
Scalability.

25. Underwri(en
by:
Presented
by:
Modern
BPM
and
the
4-­‐Tier
Architecture
4-­‐TIER
ARCHITECTURE
Services
Tier
(pulls
data
from
both
internal
and
external
sources)
Delivery
Tier
(op;mizes
delivery
for
plaPorm)
Client
Tier
(na;ve
to
each
plaPorm)
AggregaHon
Tier
(integrates
services
and
data)
Client
Tier
and
Delivery
Tier
are
Separate
to
Allow
Data
and
ApplicaUon
CapabiliUes
to
be
Delivered
Specific
the
Client-­‐side
Environment
??
The
Data
Tier
and
AggregaUon
Tier
Replace
More
Tightly-­‐coupled
Data
and
ApplicaUon
Containers
With
SOA
Services
Microservices
BPM
architecture
is
being
transformed
into
separate
Uers
–
moving
away from the
Worklist paradigm
and
fundamentally
rethink
the
architecture of
tasks
be
a
collecUon
methods
and
capabiliUes
to
perform
work

26. Ask
Nathaniel
for
a
preview
chapter
nathaniel@bpm.com
BPM.com

27. Connect
with
Your
Customers
in
Our
Modern
World
Malcolm
Ross,
VP,
Product

30. The
Sokware
InnovaHon
Challenge
80%
20%
Only
20%
of
IT
Spend
is
on
Digital
InnovaNon
80%
of
IT
Spend
is
on
Maintenance
of
Current
Systems

31. What
If……
What
If
You
Could
Switch
Your
Maintenance
and
InnovaNon
Spend?
20%
80%
80%
of
IT
Spend
on
Digital
InnovaNon
20%
of
IT
Spend
on
Maintenance

32. The Agile Platform

33. Agile’s
Promise
Agile
enables
teams
to
deliver
value
faster
by
removing
fricNon
between
parNcipants
and
frequently
delivering
increments
of
funcNonality
for
validaNon
by
key
stakeholders.
33

34. iteraHve
development
fast
innovaNon
conHnuous
improvement

35. The “Fail Fast” Platform
????

36. Fail
Fast
“I
have
not
failed,
I’ve
just
found
10,000
ways
that
won’t
work.”
-­‐
Thomas
Edison

37. The
InnovaHon
Challenge
80%
20%
Only
20%
of
IT
Spend
is
on
Digital
InnovaNon
80%
of
IT
Spend
is
on
Maintenance
of
Current
Systems
‹#›
“With&Sprint&Direct&2&You,&it’s&as&if&we&are
&&adding&5,000&additional&stores.&However,
&&these&mobile&stores&are&continuously&on&
&&the&move&based&on&customer&demand.”
&&Sprint&CEO,&Marcelo&Claure&

38. Breaking
Down
the
80%
80%
20%
What
is
in
this
80%?

39. infrastructure
management
80%
20%

40. secure,
current,
and
high
performance
80%
20%

41. intent
turned
into
applicaHon
80%
20%

42. franken-­‐stack
sokware
soluHons
IT
Maintenance
InnovaNon
80%
20%

43. evolving
user
experiences
80%
20%

44. sogware
innovaNon
should
be…

45. easy
+
powerful
…to
build
…to
use
…to
change
works
on
all
devices
scalable
&
secure
always
current

47. works
on
all
devices

48. 99.95%
upNme
SLA
world-­‐class
security
internaNonal
privacy
standards
cloud
naHve
scalable
&
secure

49. One
Unified
App
Plahorm

50. enterprise
mobility
dynamic
case
management
business
process
management
one
plahorm
for
your
success
plahorm
as
a
service

51.
thank
you
malcolm.ross@appian.com
Whitepaper:
“The
New
Economics
of
ExperimentaNon”
h(p://www.appian.com/resources/forrester-­‐case-­‐study-­‐sprint/

52. Underwri(en
by:
Presented
by:
Visit
aiim.org/bpm
Business
Process
Management
Resource
Center
Want
more
informaUon
on
this
topic?
Learn
how
to
analyze,
standardize,
mobilize,
and
automate
business
processes.
Access
Industry
Tutorials,
Research,
Webinars,
and
Expert
Advice
Blogs
-­‐
all
in
one
place

53. Underwri(en
by:
Presented
by:
About
AIIM
AIIM
is
the
Global
Community
of
InformaNon
Professionals
AIIM
believes
that
the
informaNon
systems
we
use
at
work
should
be
simple,
secure,
and
available
anywhere,
anyNme,
and
on
any
device.
Our
mission
is
to
improve
organizaNonal
performance
by
empowering
a
community
of
leaders
commi(ed
to
informaNon-­‐driven
innovaNon.
Learn
more
at
www.aiim.org