Forrester

Why Read This Report

Functional and industry-specific on-premises packaged apps aligned with organizational silos have worked well for well-defined, highly structured processes where volume, scale, and straight-through processing dominate system design. But these apps are difficult to change, appear increasingly less relevant, and form a barrier to innovation for companies in fast-moving industries like energy, healthcare, and financial services now facing advancing consumer technologies that threaten business as usual. Within the next five years, a new generation of "tamed" processes designed from the outside in will replace the heavy packaged apps designed from the inside out that drive customer interaction today. These processes will leverage advanced dynamic case management (DCM) and business process management (BPM) suites.