Over the past decade, business process management (BPM) suites have made huge strides in automation by applying a simple concept – separating business and process rules from application code. With this approach, BPM software has streamlined and accelerated the deployment of business processes, providing a significant improvement over the traditional ways developers embed process and… read more >
This week I’ve spent a lot of time with business process leaders who are chartered with making Business Transformation a reality in their organizations. These individuals are largely C-level executives and vice presidents who work in a number of process improvement and operational excellence roles, as well as lines of business leaders. This dialog occurred… read more >
Without the right implementation plan and skill set, an organization can rarely maximize the value of its investment in new content management technology. More importantly, the content management system (CMS) will not have the transformative impact that executives, managers and workers expect to realize. Companies can easily spend upwards of $1 million to buy and implement… read more >
Drawing upon several years of ongoing research, Digital Clarity Group has identified the ten core competencies that every organization needs to deliver world-class customer experience. The competencies serve as a framework for assessing the capabilities you have within your organization, and then identifying what’s missing. Armed with knowledge about your competency gaps, you can seek out… read more >
This week I’m at PEX Week in Orlando, which is the conference for business process transformation and operational excellence. And its bookend conference, PEX Week in London, is the place to be in Europe if you are deeply into process excellence or process transformation. A cursory glimpse at random session titles from the Orlando agenda… read more >
Every year, the blogosphere, social networks, web sites and e-mail threads fill up with all sorts of predictions, trends and forecasts about every technology imaginable. After working in this business for any length of time, analysts become accustomed to the annual cadence of writing about trends at the end of one year and the start… read more >
Connie Moore’s important analysis sets the stage for rethinking – and restarting – customer experience management practices and initiatives in 2016. In spite of much hard work and significant investment over the past decade, many companies are struggling with their customer experience management (CEM) initiatives. Executives admit that they see gaps between their vision and… read more >
The amount of information created each day is enormous, and it continues to outstrip the abilities of workers to process incoming requests and information submitted from customers and prospects, and for sales, service, support and finance to fulfill those requests internally. This unending deluge of structured and unstructured information pushes organizations to ditch their old, outdated… read more >
Because the digital world and customer behaviors are moving so quickly, senior executives in most organizations (rightly) feel compelled to act immediately to remedy digital weaknesses and convert them into strengths. After investigating their options, executives typically embrace business transformation either outside or inside the organization to stay ahead of the competition or catch up with… read more >
The word “customer” in customer experience management reminds us that delivering great experience during the post-sales stage of the relationship is essential to creating loyalty and advocacy. But engaging customers (versus prospects) requires so much more than implementing a customer relationship management system for storing information, as my colleague DCG Principal Analyst Johan Jacobs points… read more >
