The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >
About five years ago, a new term emerged within the business process management (BPM) software market. This term, case management, refers to a specific approach for getting complex, information-intensive work done, as well as providing the name for a new category of BPM software. Case management, or adaptive case management as the WfMC calls it,… read more >
What’s all the chatter about bots? It seems like 10-20% of my daily e-mail spam pertains to robots and chatbots– this kind of bot, that kind of bot, everywhere a bot. So, you might be wondering if you should pay attention to robots for business process automation or if this new product category–robotic process… read more >
Last week I attended and chaired a panel at the AIIM Executive Leadership Council in Washington, D.C. Attendees were drawn from the AIIM board, visionaries and thought leaders working in the information management space, and senior executives from some of the leading information management vendors. The event’s purpose was to identify emerging technologies and markets… read more >
It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of… read more >
Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >
The hype surrounding artificial intelligence (AI) in today’s marketplace cannot be overstated. Most of the excitement is just that—hype and hot air, plus a whole lot of confusion about what AI actually encompasses. Whether it’s 1) voice-driven assistants such as Alexa and Siri, 2) chatbots that engage with customers, 3) robotic process automation (RPA) that… read more >
We first published our report Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside in September 2015. The topic has only become more relevant since then, as senior leaders and executives continue to experience performance fall-out when external transformation and internal transformation initiatives aren’t connected. I’ll be presenting on digital outside and inside, in… read more >
Companies that grow by acquisition can be difficult to understand, particularly if lots of different products are bought from multiple sources over a sustained time period. (Take OpenText, for example.) Lexmark Enterprise Software is one such company, having taken several steps to get into–and now out of–enterprise software. With Lexmark International itself under new ownership,… read more >
If you are involved with your organization’s content management system in any capacity, you have probably heard the term “headless CMS” bantered about and have wondered what the heck everyone was talking about. Here’s the answer: headless is a (not-so-new) “new” approach for architecting web content management that has roots in decoupled content management systems…. read more >
