Keith Swenson's Notes from Forrester BPM Forum

Post by
Scott Francis

Keith has posted a 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:

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.

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