Best Practice Report

Digital Transformation And Customer Experience Frame The New Business Case For BPM

September 26th, 2016
Clay Richardson, null
Clay Richardson
With contributors:
Christopher Mines , Claudia Tajima , Andrew Reese

Summary

Historically, the business justifications for business process management (BPM) focused on improving business operations; now, the focus has shifted to improving customer engagement across digital channels. In this new frame, business process leaders will need to directly link BPM to customer-facing systems of engagement. This report provides guidance on developing revenue- and customer-focused business cases for BPM initiatives.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.