transform 2014: aligning to your customer's systems of engagement
DESCRIPTION
We have entered a new "Age of the Customer", where mobile devices are a new norm of customer interaction and cloud computing is quickly gaining ground. During this Kofax Transform 2014 session, Craig LeClair of Forrester Research, explained why your organization must adjust to the new Systems of Engagement your customers are quickly adopting. Learn what steps your organization must consider to engage your customers better and compete more effectively.TRANSCRIPT
Systems of Engagement
Craig Le Clair Vice President and Principal Analyst
March 10, 2014
© 2013 Forrester Research, Inc. Reproduction Prohibited
We Have Entered The Age Of The Customer
October 2013 “Competitive Strategy In The Age Of The Customer”
79% Inflexibility limits
change
84% Lack of process
visibility
85% Needs mismatch
apps
Survey of 120 Business Process Pros, Sept 2011
Today’s bloated software will not get us to new systems of engagement
February 2012 “Mobile Is The New Face Of Engagement”
Technology: Systems Of Engagement Are The Future Of Technology-Led Business Innovation
New Systems Of Engagement Will Reshape European Software Priorities
August 2012 “Forrsights : European Companies Start To Embrace New Systems Of Engagement”
Business Teams Use A Range Of Systems Of Engagement-Related Technologies
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
Business Teams Use A Range Of Systems Of Engagement-Related Technologies (Cont.)
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
Production
Straight through follows the happy path
75-80%
Ad hoc Requires ad hoc interactions to resolve exceptions 2-4%
Unique problem, requiring supervision 1-2% Opportunity for
differentiation
Limitation of packaged
apps
The cost of doing business
The large majority of real work goes into handling exceptions
Structured Collaboration
Requires interaction with colleagues 15-18%
Custom Extensions
© 2013 Forrester Research, Inc. Reproduction Prohibited 10
And Incorporate Smart Process Technologies
Source: “Smart Process Apps – One Year Later,” Forrester Research, Inc., December 10, 2013
Untamed business processes need smart process apps
© 2012 Forrester Research, Inc. Reproduction Prohibited
Source: Forrester Research SPA Market Forecast, November 2012
SPA Will Focus On Industry Solutions
I&E Products
Trans & Log
Financial Services
Utilities
Insurance
Smart Process App
Market (US$ millions)
12
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
Government
Healthcare
Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products
February 2012 “Mobile Is The New Face Of Engagement”
Customer On-boarding
Claims Processing
Help me with shopp Sign me up Engage in my healt Pay my claims Solve my issues
Invoice Processing
Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products
February 2012 “Mobile Is The New Face Of Engagement”