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.


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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24 results in Reports

  • Emily Collins
  • 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: 315
  • For Customer Insights Professionals

    Report:Craft A Loyalty Strategy That Raises Your Maturity

    Strategic Plan: The Customer Loyalty Playbook

    Companies that attempt to drive loyalty with points and discounts alone will miss their mark. Customer insights (CI) professionals seeking to build a loyalty strategy that stands out need a game plan...

    • Downloads: 622
  • For Customer Insights Professionals

    Report:Five Keys To Unlock Additional Funding For Customer Loyalty

    Business Case: The Customer Loyalty Playbook

    Committing to customer loyalty requires ongoing investment in initiatives that influence both the rational and emotional drivers of loyalty. Many executives intuitively understand that customer...

    • Downloads: 158
  • 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. Customer loyalty requires strategic alignment, deliberate planning,...

    • Downloads: 1551
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Loyalty Program Service Providers, Q4 2013

    The Eight Providers That Matter Most And How They Stack Up

    Forrester identified the eight most significant customer loyalty service providers — Aimia, Brierley+Partners, Connexions Loyalty, Epsilon, Kobie Marketing, Bond Brand Loyalty (formerly Maritz...

    • Downloads: 817
  • For Customer Insights Professionals

    Report:Master Your Mobile Loyalty Moments

    Continuous Improvement: The Customer Loyalty Playbook

    Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments...

    • Downloads: 862
  • 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: 277
  • For Customer Insights Professionals

    Report:Make Sense Of Customer Loyalty Measurement

    Performance Management: The Customer Loyalty Playbook

    Do you know how loyal your customers are? Loyalty means a lot of things to a lot of different organizations, and effectively measuring customer loyalty remains a road less traveled by many firms....

    • Downloads: 1458
  • For Customer Insights Professionals

    Report:Three Must-Haves For Loyalty Strategy Success

    Processes: The Customer Loyalty Playbook

    Successful loyalty strategies boost customer retention, engagement, and the bottom line. But today, many companies fail because they haven't established the foundation they need to build basic...

    • Downloads: 1088
  • 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: 2826
  • For Customer Insights Professionals

    Report:Get All Hands On Deck To Reinforce Customer Loyalty

    Organization: The Customer Loyalty Playbook

    Building customer loyalty requires an orchestrated effort from multiple teams: marketing, business technology (BT), customer service, customer insights (CI), and more. There are many ways a company...

    • Downloads: 602
  • 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: 42
  • For Customer Insights Professionals

    Report:Brief: Simplify Your Loyalty Technology Buying Decision

    Align Technology With Loyalty Management And Marketing Priorities

    Technology plays an integral role in managing and executing loyalty programs and strategies. But as the importance of earning customer loyalty grows, so does the number of technology companies...

    • Downloads: 116
  • For Customer Insights Professionals

    Report:The Loyalty Program Participant Profile

    Landscape: The Customer Loyalty Playbook

    Consumers have a healthy appetite for loyalty programs and are drawn in by discounts and savings. But consumers aren't necessarily just interested in the cold hard cash. Loyalty program members also...

    • Downloads: 1768
  • For Customer Insights Professionals

    Report:The State Of Loyalty Programs 2013

    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 contains...

    • Downloads: 1871
  • For Customer Insights Professionals

    Report:The Loyalty Partner Primer

    Benchmarks: The Customer Loyalty Playbook

    During the Forrester Wave™ evaluation of loyalty program service providers, we surveyed 98 customers about their vendor partnerships. We found that users are largely satisfied with the...

    • Downloads: 366
  • For Customer Insights Professionals

    Report:Is It The Right Time For A US Loyalty Coalition?

    The Climate Is Shifting For Loyalty Programs That Reward Across Multiple Partners

    Coalition loyalty programs like Air Miles, Fly Buys New Zealand, Nectar, and Payback get a lot of press for their ability to reward consumer spend across categories and impact business performance...

    • Downloads: 253
  • For Customer Insights Professionals

    Report:Create An Evolved Loyalty Strategy, Not Just An Effective Program

    Executive Overview: The Customer Loyalty Playbook

    In the age of the customer, it's more important than ever to engage effectively with your customers — how, when, and where they desire. To do this, customer insights (CI) professionals must...

    • Downloads: 1222
  • 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: 361
  • For Customer Insights Professionals

    Report:B2B Loyalty, The B2C Way

    Consumer Loyalty Principles Can Help B2B Companies Reward, Recognize, And Engage Their Customers

    Earning customer loyalty is very important to B2B marketers. After all, loyalty translates directly into referrals and new cross-sell/upsell opportunities. But it's easy for customer insights (CI)...

    • Downloads: 250
  • For Customer Insights Professionals

    Report:Be A Loyalty Company, Not A Company With A Loyalty Program

    Vision: The Customer Loyalty Playbook

    Customer loyalty practices come with a lot of baggage: They have become synonymous with points, discounts, and rewards. But it's time for a reality check. Loyalty is both behavioral and emotional,...

    • Downloads: 377
  • 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: 375
  • For Customer Insights Professionals

    Report:Pave A Clear Path To Advanced Loyalty

    Road Map: The Customer Loyalty Playbook

    Customer insights (CI) professionals striving to increase customer loyalty face many challenges, including myopic me-too strategies, disparate data, siloed customer insights, and inadequate...

    • Downloads: 668
  • For Customer Insights Professionals

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

    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: 879