BPM Quotes of the Week - March 20, 2019

Keith Swenson"Models have served their role in history but now we are seeing a new trend we have seen the limit to what process models can offer. We’re now finding the business process models are holding organizations back."
-Keith Swenson


"Intelligent automation is good for customers, it’s good for employees, it’s good for operations and it drives business growth. The thing is, only 12% of respondents said their organizations do it well today."
-Ben Farrell

"RPA vendors are offering digital personas or digital workers, next-gen RPA bots designed to handle numerous tasks that have, up until now, been performed by humans in defined positions."
-Mary K. Pratt

From the BPM Forum

"You simply can't automate your way out of a broken process, it would only automate the bad behavior and thus make it worse."
-Caspar Jans

"What will prove RPA out is not the payoff from this first gen stuff, but rather with the injection of AI into the mix to be able to take on more heuristic-based processing."
-Lloyd Dugan

"The right use of RPA may help with digital transformation – just consider RPA (task automation) as a container for legacy. Thus, such a container may be added into usual BPM-suite tools to accelerate digital transformations."
-Dr. Alexander Samarin

"As long as the target state Digital Transformation roadmap is on the cards - the accelerated milestones with RPA are not bad!! - at least it gives momentum and urge to move forward than digging the same stuff over and again & moving it from the erstwhile tech stack bucket to the tech stack bucket of recent times."
-Pritiman Panda

"RPA can be used to automate activities that aren't easily automated otherwise - where you don't have control over the target application source code for example. You can wait for the API or you can leverage RPA."
-Scott Francis

What’s More Important to Customer Experience: Data or Process?

"Process is the main element of representation of the customer experience, such as the sequence of steps, the points of contact (MOT), and the business rules. The data must always appear in the context of the process."
-Jose Camacho

"The simpler the process, the greater the customer experience. It should not be difficult to take action either as an internal customer, or an external customer. Simplicity is key."
-Bob Larrivee

"Getting it right though depends on a commitment to actually doing process and data -- and that's more of an economics and a governance problem than a technical problem."
-John Morris

"Proper management of the data stored in process instances allows us to manage the knowledge within the organization, which is probably its greatest asset."
-Juan J. Moreno

"Process is critical for customer experience. Data primarily impacts CX in two ways; that is, when the data is wrong, and when the data lacks context. If your process presents up-to-date and accurate information, in the context of data already known about the customer and their goals—then you've got a solid foundation for a great user experience."
-E. Scott Menter

"As we humans delegate more and more tasks (and, unfortunately, decisions) to machines, process will become increasingly abstracted into code (visual or not). But code can choke on the most trivial data error. So code will increasingly be focused in handling data accurately and efficiently."
-Bogdan Nafornita