Interview With A BPM Executive: Susan Watson, VP Of Process Simplification, IBM

Throughout the first half of 2013, Forrester fielded hundreds of client inquiries from business process leaders asking for help with business cases for launching and expanding their business process management (BPM) programs. One of the trends we spotted in this stream of inquiries was an increasing demand from executives to shift the focus of BPM from traditional continuous process improvement activities to activities that center on improving the digital experience and driving better customer and employee engagement. To help business process leaders reinvent their existing BPM initiatives for these new process challenges, Forrester is conducting a series of interviews with forward-leaning business process executives that highlight how they have adopted new process approaches — and adapted existing approaches — that focus on process simplification, customer experience transformation, and employee engagement.