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The Business Process Management Playbook For 2017

The BPM Playbook Is Your Guide To Customer-Centric Process Change

Process-focused application development and delivery (AD&D) professionals use business process management (BPM) for continuous innovation in and automation of customer-centric processes. Strategic...

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  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Enterprise Architecture Professionals

    Report

    Report Brief: Analytics Drive The Next Wave Of Dynamic Case Management

    Enterprises That Forrester Surveyed Share Their Progress
    August 24, 2016 | Craig Le Clair

    Streamlining routine tasks and organizing information for service requests, investigations, or incident management has been the goal of dynamic case management (DCM) installations. But the nature...

  • For Enterprise Architecture Professionals

    Report

    Report The Forrester Wave™: Dynamic Case Management, Q1 2016

    The 14 Providers That Matter Most And How They Stack Up
    February 2, 2016 | Craig Le Clair

    In our 21-criteria evaluation of the dynamic case management (DCM) market, we identified the 14 most significant software vendors — Appian, bpm'online, Column Technologies, DST Systems, Eccentex,...

  • For Enterprise Architecture Professionals

    Report

    Report The State Of Robotic Process Automation

    A Poor Man's Business Process Management, Or Possibly Something More
    November 23, 2015 | Craig Le Clair

    There's a lot of talk these days about a bleak future of employment where tireless robots steal all the jobs. Robotic process automation (RPA) is part of that discussion. This report provides...

  • For Enterprise Architecture Professionals

    Report

    Report TechRadar™: Digitizing Operational Processes, Q2 2015

    A Digital Business Needs Operational Excellence To Drive Customer Experience
    June 16, 2015 | Craig Le Clair

    As enterprises look to become customer-obsessed, digital initiatives have risen in priority. Investment in new mobile and online solutions has improved digital connections with customers —...

  • For Enterprise Architecture Professionals

    Report

    Report Prepare For 2015's Shifting BPM Landscape

    Landscape: The Business Process Management Playbook
    February 18, 2015 | Clay Richardson, Craig Le Clair

    Enterprise architects, in particular business process architects, face a new frontier for driving process change. Business process management (BPM) has always focused on improving and automating...

  • For Enterprise Architecture Professionals

    Report

    Report TechRadar™: Customer-Centric BPM Technology, Q4 2014

    December 22, 2014 | Clay Richardson

    The shift to customer centricity has disrupted an aging business process management (BPM) software market with deep roots in the back office and a mixed track record for driving efficiency and...

  • For Enterprise Architecture Professionals

    Report

    Report Choosing Between Specialist Solutions And Dynamic Case Management Platforms

    Eleven Criteria Sort Through A Challenging Decision
    November 6, 2014 | Craig Le Clair

    Case management deployment options confuse enterprise architects that struggle to compare the value of a "fit to purpose" solution versus a dynamic case management (DCM) platform capability. We...

  • For Application Development & Delivery Professionals

    Report

    Report Predictions 2015: The Age Of The Customer Is Set To Disrupt The BPM Market

    November 6, 2014 | Clay Richardson, Craig Le Clair

    The age of the customer is disrupting a business process management (BPM) discipline that started in the 1990s to drive costs from production and operations. Over the next two years, new...

  • For CIO Professionals

    Report

    Report How To Succeed With Smart Process Apps For Cases

    How To Choose And Build The Business Case For The Right Smart Process Application For Your Case Challenges
    August 27, 2014 | Andrew Bartels, Clay Richardson

    Smart process applications represent a new category of software applications that are designed to support collaborative business activities. This collaboration can occur in the customer-oriented...

  • For Enterprise Architecture Professionals

    Report

    Report Knowledge Work Pushes The Dynamic Case Management Market

    Vendors Advance Their Design Time And Runtime Features
    March 28, 2014 | Craig Le Clair, Derek Miers

    There are fewer production workers who perform repetitive tasks. Work is becoming more knowledge-based and much less structured. As a result, the dynamic case management (DCM) market is expanding...

  • For Enterprise Architecture Professionals

    Report

    Report The Forrester Wave™: Dynamic Case Management, Q1 2014

    Design Time And Runtime Features Differentiate The Leaders
    March 28, 2014 | Craig Le Clair, Derek Miers

    In Forrester's 38-criteria evaluation of dynamic case management (DCM) vendors, we identified, researched, analyzed, and scored the 13 most significant software providers — Pegasystems, Be...

  • For Enterprise Architecture Professionals

    Report

    Report Smart Process Apps: To Combine Social And Dynamic Case Management

    Fill Gaping Hole In Process Needs
    January 24, 2013 | Craig Le Clair

    Enterprises need to shift from isolated enterprise social projects to a process-oriented view that drives business outcomes. Smart process apps — an emerging $34 billion software category...

  • For Enterprise Architecture Professionals

    Report

    Report Accelerate Business Change With The Right BPM Tools And Technologies

    December 13, 2012 | Clay Richardson

    Today, business process management (BPM) excellence programs can choose from a variety of technology options to deliver process improvement across the enterprise. Forrester currently segments the...

  • For Security & Risk Professionals

    Report

    Report TechRadar™ For Risk Management Professionals: GRC, Q4 2012

    December 5, 2012 | Christopher McClean, Nick Hayes

    The governance, risk management, and compliance (GRC) technology market is one of fluctuation, confusion, and contention. Many technologies relevant for governance, risk management, and compliance...

  • For Enterprise Architecture Professionals

    Report

    Report Embrace Five Disruptive Trends That Will Reshape BPM Excellence

    August 29, 2012 | Clay Richardson, Craig Le Clair

    Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...

  • For Enterprise Architecture Professionals

    Report

    Report Business And IT Impact Of BPM Excellence

    June 25, 2012 | Craig Le Clair

    A business process, at its highest level, is any activity that helps an enterprise achieves its goals. Packaged and industry-specific applications form the transactional backbone of most critical...

  • For Enterprise Architecture Professionals

    Report

    Report The Strategic Language Of Transformation Unlocks The Power Of BPM, Part 2

    October 13, 2011 | Derek Miers

    Business process pros need to engage their business colleagues throughout business process management (BPM) projects; flow diagrams alone are not good enough. By understanding and adopting the...

  • For Enterprise Architecture Professionals

    Report

    Report Dynamic Case Management: Definitely Not Your Dad's Old-School Workflow/Imaging System

    September 28, 2011 | Craig Le Clair, Derek Miers

    Many business process and content and collaboration professionals, and the vendors that support them, think that dynamic case management (DCM) is a newfangled marketing term to describe an old,...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

  • For Enterprise Architecture Professionals

    Report

    Report Insurance Claims: A Classic Untamed Process

    Taming The Insurance Claim Experience
    May 24, 2011 | Craig Le Clair

    At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims...

  • For Application Development & Delivery Professionals

    Report

    Report ERP Process Woes Continue, But BPM Suites And Dynamic Case Management Can Help

    May 12, 2011 | Craig Le Clair

    Enterprise resource planning (ERP) systems are the transactional backbone of most enterprise processes, spanning finance and administration, customer relationship management (CRM), supply chain,...

  • For Enterprise Architecture Professionals

    Report

    Report Vendor Snapshot: Be Informed

    Semantic Services Enable Better Dynamic Case Management
    April 19, 2011 | Derek Miers

    Netherlands-based Be Informed has developed something truly new in the business process management suites (BPMS) marketplace. At the heart of its dynamic case management (DCM) offering lies a...

  • For Application Development & Delivery Professionals

    Report

    Report Social Process Guidance: Use Crowdsourcing To Drive Better Business Outcomes

    April 6, 2011 | James G. Kobielus, Clay Richardson

    Traditional process improvement initiatives often resemble top-down social engineering, in which management identifies re-engineering opportunities, processes undergo changes and automation by...