About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Derek serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management (BPM) and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and nongovernmental organizations (NGOs). Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business architecture; BPM; business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.
Derek is a well-known keynote speaker and chair of major EA conferences. As co-chair of BPMI.org, he helped merge the organization with the Object Management Group (OMG).
Derek completed the Early Growth Program at London Business School.
The Emergence Of Customer Experience Management Solutions
Business process pros can play a pivotal role in helping their organizations define a multichannel customer experience strategy, align processes, and select the right technologies to deliver results....
Twelve Trends Drive Planning For Customer-Centric Process Transformation
The fundamental business needs that drive the requirement for effective and efficient customer management practices remain unchanged for 2011: acquiring new customers; building tighter bonds of...
Vision: The CRM Playbook
The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...
