2016 Predictions

The greatest impact on business process over the last decade has not been specifically the change in technology, but rather it has been the dramatic shift in customer expectations. More than simply “cheaper,” “better,” “faster” but “HERE and NOW.” In just about every type of interaction, this change in expectations shifts the burden from consumer to product/service provider – i.e., rather than forcing the customer to come to you on your terms – your store, your branch, your website, your contact center – they increasingly expect it to be resolved in the moment, wherever that moment takes place.

The Year Ahead for BPM

Where not long ago we described BPM in terms of its potential, today it is easy to measure what it has done. The enterprises who have adopted BPM are forever changed for the better. If not all of them, certainly most – this claim is true where it was not always the case. Today the success stories easy to find and impossible to ignore.

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