Clay Richardson

Principal Analyst serving Enterprise Architecture PROFESSIONALS

Clay serves Enterprise Architecture Professionals and is a leading expert on business process management (BPM) software, services, and methodologies. Clay delivers strategic guidance to professionals seeking to improve collaborative and operational business processes. Clay specifically helps enterprises establish BPM strategies, governance standards, and BPM centers of excellence; identify Agile and Lean methodologies best suited for BPM projects; and establish vendors and technologies that help automate and optimize mission-critical business processes.

Previous Work Experience

Clay comes to Forrester with many years of experience in business process improvement projects, BPM platforms and solutions selection, systems analysis and design, and project management for enterprise software implementations. Clay has led projects to successfully deploy BPM solutions for government and commercial organizations around the world and has specialized in helping create BPM centers of excellence.

Most recently, Clay served as BPM practice leader at Project Performance Corporation, a system integrator based in Washington, D.C., where he launched and managed the company's BPM practice. Prior to that, Clay directed a team of 30 consultants, trainers, and support engineers in delivery and support of BPM solutions, as the director of professional services at HandySoft Global Corporation, a pure-play BPM vendor.

Clay is active with several BPM industry associations, including the Workflow Management Coalition, where he served as founder and co-chair of the organization's public sector chapter.

Education

Clay earned a B.S. in computer science from the University of South Carolina and a BPM professional certificate from Boston University.

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57 results in Reports

  • Transportation & Logistics
  • For eBusiness & Channel Strategy Professionals

    Report:International Shipping Solutions For US Online Retailers

    Using Cross-Border Shipping To Reach Global Customers

    The US may boast the largest eCommerce market today, but eCommerce growth rates are far higher in other countries across Europe, Asia Pacific, Latin America, and other regions of the globe than in...

    • Downloads: 294
  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 661
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

    • Downloads: 3078
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailing In Australia 2011: Performance And Channels

    Over the past year, Australian online retail enjoyed increased levels of investment and grew rapidly, but at the end of this period the sector otherwise looked much like it did at the start. In...

    • Downloads: 333
  • For Enterprise Architecture Professionals

    Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

    These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

    • Downloads: 63
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Retail Forecast, 2011 To 2016

    eCommerce Tops $200 Billion In 2011

    eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

    • Downloads: 2250
  • For Infrastructure & Operations Professionals

    Report:Case Study: PostNL Delivers On BYOD

    Network Investments And VDI Adoption Enable Deployment

    Talk about bring-your-own-device (BYOD) and most I&O professionals immediately think about access control for an onslaught of unauthorized devices, from laptops to smartphones to tablets. However,...

    • Downloads: 444
  • For eBusiness & Channel Strategy Professionals

    Report:Ship-To-Store Delivers 'The Goods'

    Retailer And Consumer Benefits Drive Mutual Adoption Of Omnichannel Ship-To-Store Programs

    Three decades after online ordering became a reality, the majority of customers still chose to complete their transactions with multichannel retailers through the physical store. But eCommerce plays...

    • Downloads: 145
  • For Enterprise Architecture Professionals

    Report:Focus On Customer Value To Grow Organizational Maturity

    Most organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the culture of their organization and set it on the path toward continuous improvement....

    • Downloads: 286
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Canadian Online Retail — 2013

    Forrester has partnered with Canada Post and Shop.ca to evaluate the changing trends in online retail in Canada. On paper, the Canadian online retail market has been going through a renaissance,...

    • Downloads: 440
  • For Customer Experience Professionals

    Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

    In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

    • Downloads: 308
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2440
  • For CIO Professionals

    Report:The Age Of The Citizen: Smart Governments Embrace And Enable Disruption

    In the current age of the customer, the power has shifted from the provider of goods and services to the consumer. These individuals — your citizens — are bringing their expectations to...

    • Downloads: 211
  • For eBusiness & Channel Strategy Professionals

    Report:The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook

    Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

    • Downloads: 1616
  • For eBusiness & Channel Strategy Professionals

    Report:Prioritizing Online Access To In-Store Inventory

    Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

    Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

    • Downloads: 131
  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 382
  • For CIO Professionals

    Report:China Tech Market Outlook: 2014

    Tougher Conditions Await Global Brands As Local Vendors Grab A Larger Share Of The World's Third-Largest Market

    IT purchases in China will reach $113 billion in 2013, making it the third-largest tech market in the world after the US and Japan. China is still largely a hardware-driven market, but spending on...

    • Downloads: 283
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail: Five Trends To Watch In 2013

    European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

    European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

    • Downloads: 704
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In Brazil's eCommerce Market

    How Online Retail In Brazil Is Evolving Differently From Other Major Markets

    Despite a slowdown in overall economic growth in Brazil, eCommerce continues to charge ahead. Forrester forecasts that online retail revenues in the country, currently US$10 billion, will double over...

    • Downloads: 948
  • For Application Development & Delivery Professionals

    Report:SharePoint Adoption Faces Three Barriers: Mobile, Social, And Cloud

    These data charts contain the full results of Forrester's August 2012 Global SharePoint Usage Online Survey. The results indicate that weak mobile access and social computing features combined with...

    • Downloads: 315
  • For CIO Professionals

    Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

    These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

    • Downloads: 59
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2014: Global eCommerce Mandates Multiple Touchpoints And Business Models

    Eight Trends Set To Impact The Industry

    The past year saw a surge in eCommerce revenues around the globe, and 2014 will be no different. eCommerce brands in every country will continue to spread their global wings, expanding their...

    • Downloads: 590
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Retailer Needs An Online Marketplace

    Multichannel retailers that are looking to compete effectively with aggressive pure-play counterparts that often offer cutthroat pricing or shipping programs will find that the marketplace model is a...

    • Downloads: 760
  • For Application Development & Delivery Professionals

    Report:Use Sensors To Take Apps To The Next Level Of Customer Engagement

    Apps Are Better And Customers Are Happier When Sensor Data Enriches Experiences

    Most apps are boring. Sensors can help. Sensors are data collectors that measure physical properties of the real-world such as location, pressure, humidity, touch, voice, and much more. You can find...

    • Downloads: 303
  • For eBusiness & Channel Strategy Professionals

    Report:Free Shipping Continues To Be Every Retailer's Frenemy

    Shipping can be seen as both a friend and an enemy to retailers, incentivizing customers to transact via free offers on the one hand while incurring hard costs on the other. Unfortunately, retailers...

    • Downloads: 335