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Webinar_031615_Richardson.ppt
1.
2.
March 16, 2015.
Call in at 12:55 p.m. Eastern time WEBINAR Top Technologies And Trends That Matter For Driving Customer- Centric BPM Clay Richardson, Principal Analyst
3.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 3 We work with business and technology leaders to develop customer-obsessed strategies that drive growth.
4.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 4 Source: Forrester’s Business Technographics® Global Priorities And Journey Survey, 2014 “What is the most important initiative for your organization over the next 12 months?” 60% of business leaders now prioritize revenue growth and customer experience.
5.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 5 Assembly lines Supply chains Automation Engagement Business process evolution In the age of the customer, engagement trumps automation Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report
6.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 6 11% 15% 31% 30% 12% 1% 0% 5% 10% 15% 20% 25% 30% 35% Not on our agenda Low priority Moderate priority High priority Critical priority Don't know/ does not apply “Over the next 12 months, how important will it be to re-engineer business processes to better support mobile-based applications and innovation?” Base: 3,104 survey respondents; Source: Forrester’s Business Technographics® Global Mobility Survey, 2014 42% placed “critical” or “high” priority on re-engineering business processes for mobile.
7.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 7 Forrester’s BPM TechRadar™ uncovered key market trends Source: December 22, 2014, “TechRadar™: Customer-Centric BPM Technology, Q4 2014” Forrester report
8.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 8 Emerging process technologies focus on speed, simplicity, and engagement.
9.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 9 Emerging process technologies focus on speed, simplicity, and engagement.
10.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 10 Technology What it is Usage Low-code platforms App platforms that enable rapid delivery of process- based apps with minimal hand coding Used to build simple self- service apps, web apps, forms applications, and complex customer engagement applications BPM platform- as-a-service Provides multitenant cloud environment for modeling, analyzing, and automating business processes Quick-start development for process change projects, piloting initial process projects, supporting outsourced development Process data virtualization Provides virtualized views of systems-of-record data in a format that can be easily used by process models and forms Used to simplify process modeling by eliminating the need for complex integration and orchestration directly from the process model Speed rapid delivery of process change
11.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 11 Enterprise process norms Customer process norms Year Months Weeks Annual Quarterly Weekly Waterfall Water-scrum-fall Test and learn Training Community support Intuitive now Cycles Releases Methods Adoption BPM software Low-code platform Low-code platforms promote rapid experimentation
12.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 12 Self-service Human-mediated Simple Complex Business process Customer interaction mode General purpose (Intalio, Mendix, OutSystems, Progress Software, and Salesforce Web content (Acquia and Mvine) Process (AgilePoint, Bizagi, K2, MatsSoft, MicroPact, Mobidio, Nintex, and Software AG Data/forms (Alpha, Alphinat, Avoka Technologies, and ClaySys Technologies) We identified four key platform segments
13.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 13 Source: August 8, 2014, “Forrester's Data Taxonomy Tool” workbook Data virtualization can also help speed development of new processes Data virtualization provides virtual views that represent information in forms that applications and users need while hiding the true complexity of data.
14.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 14 LoB apps CRM HRM Cloud Systems of record Systems of engagement API call Web services SQL lookups Java messaging Batch updates “Mess of many” Add a virtualized data layer to remove complexity for BPM
15.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 15 Add a virtualized data layer to remove complexity for BPM Virtualized data views View No. 2 View No. 3 View No. 1 View No. 4 Systems of record Systems of engagement LoB apps CRM HRM Cloud
16.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 16 Emerging process technologies focus on speed, simplicity, and engagement.
17.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 17 Technology What it is Usage Dynamic case management Provides an adaptive and dynamic way to assign and route tasks at runtime based on context, business rules, and metadata Typical use cases involve case management for investigative, service requests, incident management, and goal-based processes. Smart process apps Provide packaged vertical or horizontal solutions built on top of BPM platforms Use cases typically revolve around domain-focused applications, such as new customer onboarding, claims management, and contract life- cycle management. Simple cloud orchestration Provides basic orchestration of data and interactions that span multiple cloud-based systems and applications Ideal for quick-and-dirty, cloud- based data integration for popular cloud apps Simplify process design and execution
18.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 18 Source: December 10, 2013, “Smart Process Apps — One Year Later” Forrester report Smart process apps use BPM to simplify change and accessibility
19.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 19 Simple cloud orchestration provides “low-code” integration
20.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 20 Emerging process technologies focus on speed, simplicity, and engagement.
21.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 21 Technology What it is Usage Customer journey mapping Allows teams to visually document and analyze their customers’ processes, needs, and perceptions Key use cases focus on documenting key touchpoints across a given customer process and scoping potential improvement opportunities based on customer experience. Predictive analytics Provides in-context recommendations for in-flight business processes and tasks Common use cases focus on fraud detection, cross-sell recommendations, and predictive guidance. Social collaboration Provides support for activity streams, discussion threads, community sharing, and expert location Typical use cases focus on monitoring activity streams and identifying internal experts that can help with completing a given process or activity. Engage customers through all channels
22.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 22 Base: 171 business process professionals; Source: Forrester/IQPC Q3 2013 Global Business Process Maturity Online Survey 15% 36% 16% 26% 43% Persona design Customer journey maps Service blueprinting Design thinking None of the above “Which of these techniques are used consciously/deliberately within your change program (or have some impact upon it)?” (Select all that apply) Journey maps help connect process change to customer experience
23.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 23 “How can we improve the process experience for onboarding new customers?” Case example: medical device industry
24.
Initiate contact. Evaluate options. Install service. Sales process Delivery process Servicing process Order service. Customer journey “Worried” “Overwhelmed” “Relieved” “Anxious” “Frustrated” Process redesign opportunity No.
1 Process redesign opportunity No. 2 Billing
25.
© 2015 Forrester
Research, Inc. Reproduction Prohibited 25 Embedded social activity streams help drive employee and customer engagement
26.
Thank you forrester.com Clay Richardson +1
703.584.2630 crichardson@forrester.com Twitter: @passion4process
Editor's Notes
Image source: Zapler (https://zapier.com/)
Image source: Appian (http://www.appian.com/)
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