business process management (BPM)

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Predictions 2019: Automation Will Become Central To Business Strategy And Operations

J.P. Gownder November 6, 2018

Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]

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Accelerate Your Culture Practices For Digital Transformation

Michelle Beeson March 5, 2018

Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to overcome. Forrester’s digital maturity model identifies three levels of maturity, each with common practices and each building on […]

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IBM Jumps Into RPA Market With Automation Anywhere -- Perhaps A Turn To More Practical Challenges

Craig Le Clair July 13, 2017

IBM and Automation Anywhere  (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]

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Architect Process Agility With BPM Platforms For Digital Business

Charlie Dai June 29, 2016

Some CIOs and enterprise architecture (EA) pros believe that business process management (BPM) is on the opposite side of agility — but they don’t realize that BPM technology itself is also evolving. Agility-oriented BPM platforms are the foundation of a digital business. I’ve recently published a report that discusses the four key areas that EA […]

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How Bad Data Management Kills Revenue

Michele Goetz December 14, 2015

I'm not one to normally publicly gripe on a vendor, but a recent customer experience with an online purchase is a great example of why organizations can't ignore data management investments. I have been a regular user of a note-taking app for several years. All my discussions with clients, vendors, and even notes from conferences […]

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The State Of Digital Business 2016 To 2020

Nigel Fenwick December 8, 2015

In the first in a series of reports examining the results of our latest survey on digital business, conducted in partnership with Odgers Berndtson, I look at executive perception of the impact of digital on their business. It turns out executives are hugely optimistic about how digital will change their business. Forty-six percent of executives […]

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Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change

Ian Jacobs July 27, 2015

Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]

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If Santa Left You A Mobile Insurance App/Site Budget, Do You Know Where And How To Spend It?

Ellen Carney January 5, 2015

With the holidays—and a whole lot of 2015 strategic planning activities—behind us, you’re probably have a few gifts you’d like to return and hopefully, a few gift cards you’d like to make use of. If you were really good last year,Santa left you the budget needed to develop or enhance that mobile insurance app or site […]

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Customer Obsession Set To Disrupt BPM Market In 2015

Forrester November 7, 2014

In 2014, the top priorities for business process management (BPM) initiatives focused on extending mission critical business processes to support the mobile workforce and redesigning business processes to deliver exceptional customer experiences. During 2014, Forrester also noticed a growing appetite to move business critical processes into the cloud using BPM platform-as-a-service solutions. And, although customer […]

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It's time to fall back on the loyalty basics

Emily Collins October 3, 2014

Blogged in collaboration with Samantha Ngo, Senior Research Associate, serving Customer Insights professionals. As a kid, I loved going back to school. The beginning of September always meant new classes, new classmates, and of course new notebooks, pens, and pencils. And even though I’m not in school anymore, I still see September as an opportunity […]

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Windows Server 2003 – A Very Unglamorous But Really Important Problem, Waiting To Bite

Richard Fichera September 22, 2014

Very much in the shadows of all the press coverage and hysteria attendant on emerging cloud architectures and customer-facing systems of engagement are the nitty-gritty operational details that lurk like monsters in the swamp of legacy infrastructure, and some of them have teeth. And sometimes these teeth can really take a bite out of the […]

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CX Q&A With Nancy Clark, Senior Vice President — Operational Excellence, Verizon

Harley Manning June 23, 2014

There’s a good chance that you’re a Verizon customer. I am; I get my cable TV, Internet access, and home phone service from it. All in all, there are 130 million of us Verizon customers — and that’s a daunting challenge for Verizon. How do you — how can you — create a high-quality, consistent customer […]

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It's Time To Reinvent BPM For The Age Of The Customer

Forrester March 11, 2014

Over the last 12 years, I've seen – and helped drive – a lot of change in the BPM market.  First, I watched BPM move from a heavy focus on integration to a greater focus on collaboration and social interaction.  And then, BPM expanded from highly structured and ‘automate-able’ processes to address unstructured, more dynamic […]

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Choosing The Right Shower Vendor

Forrester January 20, 2014

  In this modern world – where everything is in the age of the customer, I was looking for advice on which vendor I should engage in my strategic Bathroom Portal Modernization (BPM) program. So, I reached out to my friendly CIO Analyst Consultant, outlining my need for advice and guidance and this is what […]

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What Is The Value Of Good Health?

Forrester January 3, 2014

What's the value of being able to operate at the peak of fitness and health? Is it less stress? Is it longer life? In an organizational sense, is it being able to change and adapt more easily? Is it being able to outperform your competitors in a race? Is it being able to set appropriate […]

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Meeting with Tech Mahindra – Insights and Reality Check on IT Automation

Richard Fichera December 5, 2013

I recently had a meeting with executives from Tech Mahindra, an Indian-based IT services company, which was refreshing for the both the candor with which they discussed the overall mechanics of a support and integration model with significant components located half a world away, as well as their insights on the realities and limitations of […]

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Cold War Security: Four Phones, Two Doors, A Scrap Of Paper, And A Lighter

Renee Murphy October 8, 2013

Outside of Tempe is a place called Sahuarita, Arizona. Sahuarita is the home of Air Force Silo #571-7 where a Titan missile, that was part of the US missile defense system and had a nine-megaton warhead that was at the ready for 25 years, should the United States need to retaliate against a Soviet nuclear […]

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How To Succeed With CRM: The Critical Success Factors, Part 3

Forrester September 17, 2013

To succeed in the age of the customer, IT leaders that that support “front-office” business processes cannot afford failed technology initiatives. In recent blog posts, I have been sharing the results of a recent Forrester survey of practioners to define and quantify the best practices for CRM success. Working in partnership with CustomerThink, Forrester collected opinions from […]

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Are You Doing Techie Integration Or *Business* Integration?

Randy Heffner August 8, 2013

“Figuring out how to think about the problem.” That’s what Albert Einstein said when asked what single event was most helpful in developing the Theory of Relativity. Application integration is a problem. A big problem. Not to mention data, B2B, and other domains of integration. As an industry analyst and solution architect, what I’m most […]

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Enable business strategy through technology innovation

Charlie Dai July 26, 2013

How is it possible for a local company to defeat global giants like Pepsi, Coca-Cola, and Watsons in your market segment and establish market leadership for more than a decade? The answer is given by Nongfu Spring, a Chinese company in manufacturing and retail industries. In my recent report “Case Study: Technology Innovation Enables Nongfu […]

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