Keith Swenson's Notes from Forrester BPM Forum

  • September 28, 2011
  • Scott
  • 0 Comments

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.

 

Related Posts
  • March 7, 2019
  • Scott
  • 0 Comments

From the AirlineGeeks: "For the ninth consecutive year, Austin Bergstrom International Airport has reported a...

  • February 27, 2019
  • Gordon
  • 0 Comments

[Editor’s note:  this is a guest-post by Gordon Siegfriedt, a Solutions Engineer at BP3] I recently had ...

  • February 11, 2019
  • Scott
  • 0 Comments

We're at IBM Think 2019 this week, and I want to call your attention to a great session on Thursday morning. ...