Market Overview: BPM Service Providers, Q4 2013

In the next decade, business processes are poised to undergo unprecedented change, sparked by the need to extend business processes to new digital channels, reinvent legacy business processes for customer engagement, and make operational business process more transparent and frictionless. Although the pace of new process requirements is accelerating, the pace of process technologies and internal process skills is not. New capabilities in the business process management (BPM) and dynamic case management suites only scratch the surface in dealing with business requirements that focus on customer engagement. Also, internal process skills continue to skew toward back-office automation and operational improvements, unable to keep up with the business' appetite for launching and redesigning new products and experiences. To keep pace with the breakneck speed of change, BPM teams are increasingly turning to BPM service providers. The next generation of BPM service providers will help fill in critical process skills gaps and bridge the innovation gap between process technologies and new business requirements.