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.


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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17 results in Reports

  • Emily Collins
  • Customer Intelligence
  • For Customer Insights Professionals

    Report:Enable Loyalty Program Success With Sound Processes

    Processes: The Customer Loyalty Playbook

    Loyalty programs promise to increase retention and satisfaction, but they often fall short of delivering results because they lack an innovative strategy to set them apart from the competition. This...

    • Downloads: 1061
  • For Customer Insights Professionals

    Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

    Business Case: The Customer Loyalty Playbook

    Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

    • Downloads: 799
  • For Customer Insights Professionals

    Report:Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

    This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for...

    • Downloads: 255
  • For Customer Insights Professionals

    Report:The State Of Loyalty Programs 2013

    Benchmarks: The Customer Loyalty Playbook

    Forrester recently surveyed 50 loyalty program marketers about their loyalty program strategies in an effort to understand the size, structure, and performance of their programs. This report in the...

    • Downloads: 1719
  • For Customer Insights Professionals

    Report:Measuring Loyalty Program Effectiveness

    Performance Management: The Customer Loyalty Playbook

    This report outlines Forrester's performance management solution for customer intelligence executives working on driving customer loyalty. Measuring the performance of loyalty programs remains a...

    • Downloads: 1194
  • For Customer Insights Professionals

    Report:Toolkit: Loyalty Program Member Interaction Assessment

    The inner workings of a loyalty program and external member interactions are deeply interconnected. To truly assess the success of a given program, you must look not only at the strategy but also at...

    • Downloads: 29
  • For Customer Insights Professionals

    Report:Drive Smarter Customer Loyalty With Customer Intelligence

    Executive Overview: The Customer Loyalty Playbook

    Customer loyalty is a hot topic. Companies look to loyalty programs to enhance customer knowledge and drive customer retention, revenue, and engagement. But, while they see the potential of loyalty...

    • Downloads: 848
  • For Customer Insights Professionals

    Report:Organizing For Intelligent Loyalty

    Organization: The Customer Loyalty Playbook

    This report outlines the organization process of Forrester's solution for customer intelligence executives working on driving customer loyalty. It is designed to help firms use stakeholder mapping to...

    • Downloads: 377
  • For Customer Insights Professionals

    Report:Base Your Plan For Intelligent Loyalty On Maturity

    Strategic Plan: The Customer Loyalty Playbook

    Loyalty programs that attempt to implement a cookie-cutter strategy and ignore customer insights typically struggle and usually lack meaningful results. Organizations seeking to build a program that...

    • Downloads: 354
  • For Customer Insights Professionals

    Report:Perk Up Your Customer Loyalty Program

    A Guide To Determining The Right Loyalty Benefits Mix

    Building a strong relationship with your customers is more important than ever, and loyalty programs offer an opportunity to reward, recognize, and engage them. But the prevailing manifestation of...

    • Downloads: 225
  • For Customer Insights Professionals

    Report:Two Approaches For Socializing Your Loyalty Program

    Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

    Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

    • Downloads: 339
  • For Customer Insights Professionals

    Report:Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. It's an approach that requires strategic alignment, deliberate...

    • Downloads: 1211
  • For Customer Insights Professionals

    Report:Build A Road Map To Intelligent Loyalty

    Road Map: The Customer Loyalty Playbook

    Loyalty programs face many challenges, including me-too strategies, disparate or incomplete data, siloed customer insights, untargeted offer management, and inadequate measurement practices....

    • Downloads: 435
  • For Customer Insights Professionals

    Report:Intelligence-Driven Loyalty

    Vision: The Customer Loyalty Playbook

    This report outlines the vision of Forrester's solution for customer intelligence executives working on driving customer loyalty. Many loyalty programs fail because they focus too heavily on...

    • Downloads: 1660
  • For Customer Insights Professionals

    Report:Navigate The Complex Customer Loyalty Ecosystem

    Tools And Technology: The Customer Loyalty Playbook

    Are you among the many customer insights professionals trying to boost your customers' loyalty but confused by the number of vendors offering loyalty solutions? The escalating importance of customer...

    • Downloads: 2504
  • For Customer Insights Professionals

    Report:Understanding The Anatomy Of A Loyalty Technology Platform

    Technology plays an integral role in managing and executing a loyalty program. But buyers face an array of technology solutions that support their loyalty needs in different ways. This report is...

    • Downloads: 287
  • For Customer Insights Professionals

    Report:Five Ways To Mobilize Your Loyalty Program In 2013

    Mobile Channels Offer Rich Opportunities For Rewards And Engagement

    Mobile continues to grow in importance for reaching and engaging empowered consumers and loyalty program members. From a data perspective, it opens up new streams of information that provide better...

    • Downloads: 548