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Derek Miers

Principal Analyst serving Enterprise Architecture PROFESSIONALS

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.

Previous Work Experience

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).


Education

Derek completed the Early Growth Program at London Business School.

Research Coverage:

Business Process Modeling, Business Transformation, Case Management, Complex Event Processing, Customer Relationship Management (CRM), Digital Business Architecture, Enterprise Architecture Practices, Packaged Applications, Program & Project Management, Staff Development, Training & Succession Management, Strategy, Planning & Governance of IT, Workflow

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2 results in Reports

  • Multichannel Customer Experience
  • Manufacturing
  • Megan Burns

  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2012

    Benchmarks: The Experience-Driven Organization Playbook

    Megan BurnsJanuary 23, 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: 2794
    • Rating:

  • For Customer Experience Professionals

    Report:How Satisfied Are Consumers With Phone Experiences In 2010?

    Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

    Megan BurnsJuly 12, 2010

    For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

    • Downloads: 720
 
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