Best Practice Report

Build Design-Thinking Skills To Drive Customer-Centric Process Change

February 22nd, 2016
Clay Richardson, null
Clay Richardson
With contributors:
Alex Cullen , Shaun McGovern , Diane Lynch


Customer experience transformation is now a top driver shaping the landscape for business process management (BPM). However, most BPM initiatives lag when it comes to investing in critical business process skills needed to redesign customer-facing and digital business processes. Ultimately, this lack of reskilling steadily erodes the potential value and impact BPM can have across the enterprise. This report outlines how application development and delivery (AD&D) leaders at firms with leading BPM initiatives are shifting their portfolio of skills to drive outside-in process changes that transform customer experiences and digital operations. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to include our latest research on BPM.

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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.