Business Process Management (BPM)

In June this year, I coined the term “automation fabric” to describe emerging trends in the automation world. I wrote a report about it (see Automation Is The New Fabric For Digital Business). Since then, the trends that I pointed out have only been accelerating. In this two-part blog post, I wanted to outline my […]

ServiceNow and Celonis recently announced a strategic partnership that is looking to create a closer linkage between ServiceNow’s low-code platform and Celonis’ Execution Management System. The partnership goes far deeper than your standard press release and actually includes some serious co-engineering by both firms, as well as an investment in Celonis by ServiceNow. We looked […]

In our previous blog, we discussed the strategic shift from efficiency to effectiveness and the organizational implications from it. One implication is the ever-quickening pace of technology advancement and how organizations position themselves to exploit that advancement at scale to adapt or create new capabilities and services. The key element here is “at scale.” New […]

Learn the three tactics your organization can use to shift from technology supporting business value to technology shaping business value.

This report provides tech and business leaders in Europe with a checklist to avoid making the biggest mistakes and develop a solid framework for automation projects.

I recently participated in a low-code conference at the invitation of Ninox, a low-code vendor. My colleague John Rymer gave the keynote, and we then had a lively discussion largely focused on citizen developers. Conference attendees hailed from (literally) all over the world; many were young entrepreneurs building businesses on low-code platforms or businesspeople solving […]

Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]

Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to overcome. Forrester’s digital maturity model identifies three levels of maturity, each with common practices and each building on […]

IBM and Automation Anywhere  (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]

Some CIOs and enterprise architecture (EA) pros believe that business process management (BPM) is on the opposite side of agility — but they don’t realize that BPM technology itself is also evolving. Agility-oriented BPM platforms are the foundation of a digital business. I’ve recently published a report that discusses the four key areas that EA […]

I'm not one to normally publicly gripe on a vendor, but a recent customer experience with an online purchase is a great example of why organizations can't ignore data management investments. I have been a regular user of a note-taking app for several years. All my discussions with clients, vendors, and even notes from conferences […]

In the first in a series of reports examining the results of our latest survey on digital business, conducted in partnership with Odgers Berndtson, I look at executive perception of the impact of digital on their business. It turns out executives are hugely optimistic about how digital will change their business. Forty-six percent of executives […]

Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]

With the holidays—and a whole lot of 2015 strategic planning activities—behind us, you’re probably have a few gifts you’d like to return and hopefully, a few gift cards you’d like to make use of. If you were really good last year,Santa left you the budget needed to develop or enhance that mobile insurance app or site […]

In 2014, the top priorities for business process management (BPM) initiatives focused on extending mission critical business processes to support the mobile workforce and redesigning business processes to deliver exceptional customer experiences. During 2014, Forrester also noticed a growing appetite to move business critical processes into the cloud using BPM platform-as-a-service solutions. And, although customer […]

Blogged in collaboration with Samantha Ngo, Senior Research Associate, serving Customer Insights professionals. As a kid, I loved going back to school. The beginning of September always meant new classes, new classmates, and of course new notebooks, pens, and pencils. And even though I’m not in school anymore, I still see September as an opportunity […]

Very much in the shadows of all the press coverage and hysteria attendant on emerging cloud architectures and customer-facing systems of engagement are the nitty-gritty operational details that lurk like monsters in the swamp of legacy infrastructure, and some of them have teeth. And sometimes these teeth can really take a bite out of the […]

There’s a good chance that you’re a Verizon customer. I am; I get my cable TV, Internet access, and home phone service from it. All in all, there are 130 million of us Verizon customers — and that’s a daunting challenge for Verizon. How do you — how can you — create a high-quality, consistent customer […]