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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 CIO Professionals

    Report

    Report Unleash Your Digital Predator

    Vision: The CIO Digital Business Transformation Playbook
    March 8, 2017 | Nigel Fenwick, Ted Schadler

    Today's customers — consumers and businesses — expect to integrate your products and services into their digital world. Your employees do, too. CIOs who fail to reshape their business as...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    March 2, 2017 | Kate Leggett

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

  • For Application Development & Delivery Professionals

    Report

    Report Traditional BPM Gives Way To Digital Process Automation

    Customer Obsession Means Faster Evolution For A Legacy Workload
    February 24, 2017 | Rob Koplowitz

    Within the next two years, the primary goal for business process management (BPM) projects will be to drive digital transformation initiatives. This is a stark change from just two years ago, when...

  • For CIO Professionals

    Report

    Report Six Strategies To Strengthen Your Company's Digital DNA

    Assessment: The CIO Digital Business Transformation Playbook
    February 17, 2017 | Nigel Fenwick

    Digital transformation is a journey, not a destination. And every journey has a starting point. What you do next depends on where you begin. Use this self-assessment to find out where your company...

  • For Application Development & Delivery Professionals

    Report

    Report Crafting A Strategic Plan For Digital Automation

    Strategic Plan: The Business Process Management Playbook
    February 15, 2017 | Rob Koplowitz

    The business process management (BPM) landscape is shifting under our feet. The days of massive, long-term projects are fading as quick wins and customer obsession move to the forefront. Firms are...

  • For Enterprise Architecture Professionals

    Report

    Report The RPA Market Will Reach $2.9 Billion By 2021

    While Large, It's Only A Subset Of The $48.5 Billion Broader AI Cubicle Spend
    February 13, 2017 | Craig Le Clair

    The robotic process automation (RPA) market is heated — but to be sustained, RPA must offer more than plugging gaps in legacy systems. We can forecast spending on RPA solutions based on the...

  • For Enterprise Architecture Professionals

    Report

    Report The Forrester Wave™: Robotic Process Automation, Q1 2017

    The 12 Providers That Matter Most And How They Stack Up
    February 13, 2017 | Craig Le Clair

    In our 28-criteria evaluation of robotic process automation (RPA) providers, we identified the 12 most significant ones — Automation Anywhere, Blue Prism, Contextor, EdgeVerve Systems, Kofax, Kryon...

  • For Application Development & Delivery Professionals

    Report

    Report Artificial Intelligence Revitalizes BPM

    New Features Will Drive Deeper Customer Engagement In Core Processes
    February 10, 2017 | Rob Koplowitz

    Business process management (BPM) is in the throes of an extreme makeover. The traditional focuses of process efficiency and cost reduction have given way to agility and digital automation. And BPM...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: BPM Platforms For Digital Automation

    Landscape: The Business Process Management Playbook
    February 10, 2017 | Rob Koplowitz

    As organizations continue to pivot toward customer-obsessed operating models, application development and delivery (AD&D) professionals have seen business process management (BPM) morph into an...

  • For CIO Professionals

    Report

    Report Organize Your People For Digital Success

    Organization: The CIO Digital Business Transformation Playbook
    January 20, 2017 | Nigel Fenwick

    What kind of digital organization do we need? What skills should we have in our team? Where should digital report? These are just a few of the frequent questions that decision-makers are asking to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digitize Your Business Strategy

    Executive Overview: The Digital Business Transformation Playbook
    January 12, 2017 | Martin Gill, Ted Schadler

    To compete in the age of the customer, your firm must become a digital business. As a digital business leader, it's your job to shape how. You must enhance your digital customer experience while...

  • For Application Development & Delivery Professionals

    Report

    Report Reforming AD&D Organizations For Customer Obsession: The Three Models

    Organization: The Application Development Strategy, Structure, And Sourcing Playbook
    December 23, 2016 | John R. Rymer

    Intense demands for software to win, serve, and retain customers are driving new ways of organizing application development and delivery (AD&D) groups. Pure shared-services models emphasizing high...

  • 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 B2C Marketing Professionals

    Report

    Report Upgrade Your Processes To Support Contextual Marketing

    Processes: The Enterprise Marketing Technology Playbook
    November 15, 2016 | Joe Stanhope

    Processes are the unsung heroes of managing modern marketing technology and delivering contextual marketing that satisfies demanding customers. Marketers need to evaluate and enhance their...

  • For Customer Experience Professionals

    Report

    Report Where Customer Experience Management Technology Can And Can't Help You Govern CX

    Tools And Technology: The Customer Experience Ecosystem Playbook
    November 11, 2016 | TJ Keitt

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually support the customer...

  • For Application Development & Delivery Professionals

    Report

    Report How To Succeed At Process Automation In A Digital World

    Policy And Procedures: The Business Process Management Playbook
    October 26, 2016 | Clay Richardson

    This report outlines emerging methods and techniques for driving digital business automation. It will help business process leaders evaluate and identify new process designs, methods, and...

  • For Application Development & Delivery Professionals

    Report

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

    Business Case: The Business Process Management Playbook
    September 26, 2016 | Clay Richardson

    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...

  • For Enterprise Architecture Professionals

    Report

    Report An Effective CX Transformation Needs EA Insight

    September 14, 2016 | Gordon Barnett

    Customer experience (CX) management is top of mind for many companies, but creating the broad organizational alignment necessary for long-term success is dependent on a well-coordinated CX program....

  • For Application Development & Delivery Professionals

    Report

    Report The New Discipline Of Digital Business Automation

    Vision: The Business Process Management Playbook
    September 9, 2016 | Clay Richardson

    Application development and delivery (AD&D) leaders are on the front lines of fast-moving digital transformation initiatives. To achieve digital dominance, progressive teams of business and...

  • For Infrastructure & Operations Professionals

    Report

    Report Transform Your I&O Team To Deliver The Business Technology Agenda

    Vision: The I&O Transformation Playbook
    August 25, 2016 | Eveline Oehrlich, Jean-Pierre Garbani

    Forward-thinking infrastructure and operations (I&O) leaders know that traditional IT delivery models can't meet the expectations of today's empowered customers. Pursuit of the business technology...

  • 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 CIO Professionals

    Report

    Report Case Study: Digital Reinvention Requires A Customer-Obsessed Organization

    Utility Company Eneco Reinvented Its Business Model To Stay Relevant Amid Fast-Changing Customer Expectations
    August 24, 2016 | Frederic Giron

    A combination of technology, regulatory, and consumer trends forced Eneco, a leading provider of sustainable energy in Europe, to accelerate its digital transformation. The company is focusing on...

  • For Infrastructure & Operations Professionals

    Report

    Report Establish The Business Case For I&O Transformation

    Business Case: The I&O Transformation Playbook
    August 4, 2016 | Eveline Oehrlich, Jean-Pierre Garbani

    Your firm's customers, channels, and competitors are digital; thus, you must use technology to differentiate. Infrastructure and operations (I&O) leaders must drive innovation that wins, serves,...

  • For CIO Professionals

    Report

    Report Case Study: Bosch Software Innovations Drives Digital Transformation For Bosch And Its Clients

    Lessons For How To Leverage A Separate Software Engineering Group To Transform Into A Digital Business
    August 2, 2016 | Dan Bieler

    In the age of the customer, traditional manufacturing businesses must rework the structure and culture of their organizations to address rapidly changing client expectations. Bosch is a fascinating...

  • For CIO Professionals

    Report

    Report Develop Key Tech Management Capabilities To Accelerate Your Business Technology Strategy

    Assessment: The Business Technology Agenda Playbook
    July 26, 2016 | Bobby Cameron

    To meet digitally empowered customers' expectations, customer-obsessed firms are becoming digital businesses. To help drive this digital transformation, the CIO must craft and accelerate a bold...

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