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 re-design and improve business processes to deliver better customer experience. 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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44 results in Reports

  • Transportation & Logistics
  • For CIO Professionals

    Report:China Tech Market Outlook, 2016 To 2017

    Business Technology Enables Digital Transformation In China

    Technology spending in China will reach $147 billion in 2016 as organizations accelerate digital transformation initiatives by rapidly increasing their business technology investments. This report...

    • Downloads: 117
  • 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: 380
  • For eBusiness & Channel Strategy Professionals

    Report:Omnichannel Mastery: Optimize In-Store Pickup

    Continuous Improvement: The Omnichannel Commerce Playbook

    Omnichannel fulfillment capabilities — that is, the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers. Most...

    • Downloads: 491
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Turn Pain Into Profits Through Omnichannel Returns

    Omnichannel returns, which allow customers to return online orders to a physical store, are a standard offering for most leading multichannel retailers. But even with this customer-centric capability...

    • Downloads: 176
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Should "Ship-From-Store"

    Revenue, Customer Experience, And Margin Gains Await Retailers That Have The Vision To Seize This Strategic Opportunity

    Amazon is intensifying the online battle across many fronts, including the construction of new distribution centers designed to get orders to the customer as quickly and cheaply as possible....

    • Downloads: 688
  • 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: 344
  • For eBusiness & Channel Strategy Professionals

    Report:It's Only The First Inning Of Omnichannel Retail

    Vision: The Omnichannel Commerce Playbook

    Omnichannel retail is still in its early days. Most eBusiness leaders who are investing in "omnichannel" are typically looking to fulfillment tactics like "endless aisle" in stores and in-store...

    • Downloads: 255
  • For eBusiness & Channel Strategy Professionals

    Report:Capture 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: 2345
  • 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: 362
  • For eBusiness & Channel Strategy Professionals

    Report:Three Key Strategies For Driving Online Conversion In China

    eBusiness professionals expend great energy into driving traffic to their online shops, yet they have difficulty turning those large numbers of user visits into actual sales. A laserlike focus on...

    • Downloads: 256
  • 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: 414
  • For eBusiness & Channel Strategy Professionals

    Report:Drones' Early Commercial Use Cases Show Value, Not Disruption — Yet

    Critical Mass Adoption Will Have To Wait For FAA Action . . . And Wait, And Wait, And Wait

    A combination of technologies is set to create new business opportunities. Unmanned aerial vehicles (AKA drones) are a prime example. Today, companies are experimenting with drones at short ranges to...

    • Downloads: 190
  • 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: 698
  • For Enterprise Architecture Professionals

    Report:Understanding The Methods And Techniques For CX-Driven Transformation

    Companies that set out to transform the customer experience (CX) they deliver need to redesign their firms from the outside-in — starting with the experience they want customers to have and...

    • Downloads: 368
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In Russia's eCommerce Market

    Pinpointing Opportunities In Russia's Complex And Dynamic eCommerce Ecosystem

    Russia presents an enormous opportunity for eCommerce professionals eyeing potential international growth. However, as one Russian eBusiness professional told us, "You can make a lot of money here,...

    • Downloads: 285
  • For CIO Professionals

    Report:Mapping The Connected World

    Software Control Of The Physical World Will Change Your Business

    A technology revolution is brewing that uses sensors, networks, and analytics software to connect physical objects and infrastructure to computing systems, providing an unprecedented view into the...

    • Downloads: 1408
  • For CIO Professionals

    Report:A Mixed Bag For The Latin American Tech Market In 2014 And 2015

    Brazil Rejoins The Strong Markets Of Chile, Colombia, And Mexico After A Weak 2013 But Will Slow In 2015 As Others Expand

    The Latin American tech market is rising in importance, and more and more Latin American businesses are becoming globally competitive, adapting as they do so the technologies and technology...

    • Downloads: 314
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2014

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

    • Downloads: 2680
  • For Application Development & Delivery Professionals

    Report:Brief: Enhance The Supply Chain And Logistics To Improve Omnichannel Fulfillment

    Retailers increasingly seek to provide omnichannel fulfillment as a way to improve customer experience. However, many find themselves challenged by the complexity these efforts pose for underlying...

    • Downloads: 83
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell...

    • Downloads: 1357
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q3 2015

    Benchmarks: The Customer Experience Maturity Playbook

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

    • Downloads: 735
  • For CIO Professionals

    Report:China Tech Market Outlook: 2015

    Growth Still Tops Other Asian Countries Despite Economic Slowdown

    Technology purchases in China will reach $136 billion in 2015, making China the second-largest tech market in Asia Pacific after Japan. Demand will still be strongest for hardware and communications...

    • Downloads: 185
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Five Lessons From Five Cyber Mondays

    Insights From US eCommerce's Biggest Day Of The Year

    Cyber Monday, the Monday after Black Friday, is now the biggest shopping day of the year for online retailers in the US. In fact, online retail sales exceeded $2 billion on Cyber Monday in 2014. In...

    • Downloads: 148
  • For eBusiness & Channel Strategy Professionals

    Report:Avoid The Rush And Deal With The Realities Of Same-Day Delivery

    Large Retailers Tout Same-Day Delivery As The Next Standard For Shipping, But Challenges Raise Doubts About Long-Term Viability

    Same-day delivery is often touted in the media as the next standard for fulfilling online orders, but many retailers struggle to see the viability of offering this service as a long-term business...

    • Downloads: 290
  • 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: 464