PW 2014 Video: Process in the Age of the Customer


To become customer-obsessed, companies need to reinvent critical business processes to deliver engaging customer experiences. Unfortunately, existing process design and improvement techniques are still stuck in the back office and prioritize efficiency over engagement. So what new strategies and practices must BPM and CRM practitioners adopt to better identify with customer experiences and shift from logical problem solving to creative experimentation? Join this session and hear from Forrester Principal Analyst, Clay Richardson, on how leading business process professionals, business architects, customer service professionals and enterprise architects are reinventing business models and driving process design from an outside-in perspective.

In this session you will learn:

  • Key trends and emerging practices for reinventing business processes for simplicity and convenience
  • How to build a business case for BPM projects based on revenue growth, instead of cost reduction
  • How to establish a "systems of engagement" architecture that simplifies process design and development


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