Keith Swenson's Notes from Forrester BPM Forum
summary of his notes from Forrester’s BPM Forum – great read and good insights into several topics – in particular he has a great writeup of Derek Miers’ session on designing your BPM engagement program around the customer experience:Keith has posted a
He draws a correlation between process maturity and focus on customer experience. Maturity level 1-2 cost reduction is the top category (74%). Level 2-3 customer experience is the biggest. levels 3-4 and 4-5 customer experience remains high but value innovation becomes most important. Waste elimination remains that the same levels at all levels. The “ah-ha” moment was that if at level 2-3 you don’t focus on customer experience improvement, you will never get to level 3-5. (Survey is mostly business people, not IT – Forrester/QPC business process maturity survey)Looks like a great day of sessions, but I agree with Keith that 7:30am is inhumane in any timezone.