reinventing bpm for the age of -...
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Reinventing BPM For The Age Of The CustomerClay Richardson, Principal Analyst
March 30, 2015
© 2015 Forrester Research, Inc. Reproduction Prohibited 3
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
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Source: Adapted from October 2013, “Competitive Advantage In The Age Of The Customer”, Forrester report
In the age of the customer, engagement trumps automation
Assembly lines Supply chains Automation Engagement
Business process evolution
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“Over the next 12 months, how important will it be to re-engineer business processes to better support
mobile-based applications and innovation?”
Source: Forrester BT Global Mobility Survey, Base: 3,104 survey respondents
42% placed “critical” or “high” priority on re-engineering
business processes for mobile
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Source: Forrester BT Global Mobility Survey, Base: 3,104 survey respondents
“Which critical business processes will you re-engineer for mobile over the next 12 months?”
New targets for BPM
investment
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Source: Forrester BT Global Mobility Survey, Base: 3,104 survey respondents
“Which critical business processes will you re-engineer over the next 12 months?”
Rank Financial services Healthcare Government
1Customer service
processesCustomer service
processesCustomer service
processes
2Marketing processes, including planning and
execution
Supply chain processes
Field service processes
3Financial/accounting
processesHR processes
Decision support processes
4Decision support
processesCommerce processes
HR processes
5Commerce processes
Field service processes
Financial/accounting processes
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Case example: Retail banking
Source: https://mndsingapore.files.wordpress.com/2013/02/picture12.jpg
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Digital transformation provides new openings for BPM
Source: November 2014,”Predictions 2015: Customer Experience And Digital Business Rise In EA Agenda”, report
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Source: December 2014, “TechRadar™: Customer-centric BPM Technology, Q4 2014
Forrester’s BPM Tech Radar uncovered new market trends
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BPM platforms move towards greater customer-centricity
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The age of the customer accelerates consumer-facing cycles
Source: February 2014, “BT’s Customer Focus Requires New Thinking For Technology Road Maps” Forrester report
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Enterprise process norms
Customer process norms
Years Months Weeks
Annual Quarterly Weekly
Waterfall Water-scrum-fall Test and learn
Training Community support Intuitive now
Cycles
Releases
Methods
Adoption
Low-code platforms promote rapid experimentation
BPMSoftware
Low-code Platform
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Self-service
Human-mediated
Simple Complex
Business Process
Customer Interaction Mode
We found 5 major use cases…
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Self-service
Human-mediated
Simple Complex
Business Process
Customer Interaction Mode General-purpose
e.g.: Intalio, Mendix, OutSystems, Progress Software, Salesforce
General-purposee.g.: Intalio, Mendix, OutSystems,
Progress Software, Salesforce
Web-contente.g. Acquia, Mvine
Web-contente.g. Acquia, Mvine
Processe.g. AgilePoint,
BizAgi, K2, MATsSoft, MicroPact, Mobiidio, Nintex, Software AG
Processe.g. AgilePoint,
BizAgi, K2, MATsSoft, MicroPact, Mobiidio, Nintex, Software AG
Data/Formse.g. Alpha, Alphinat,
Avoka, ClaySys
Data/Formse.g. Alpha, Alphinat,
Avoka, ClaySys
…and 4 platform segments
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Which of these techniques are used consciously/deliberately within your change program (or have some impact upon it)? (select all that apply)
Base: 171 Business process professionals
Source: Q3 2013 Global Forrester/IQPC Business Process Maturity Survey
Journey maps help connect process change to customer experience
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Case example: Medical device industry
““How can we How can we improve the improve the
process process experience for experience for
onboarding onboarding new new
customers?”customers?”
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InitiateContact
EvaluateOptions
Install Service
SalesProcess
DeliveryProcess
ServicingProcess
OrderService
CustomerJourney
“Worried”
“Over-whelmed”
“Relieved”
“Anxious”
Process redesign opportunity #1
Process redesign opportunity #2
Billing“Frustrated”
