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Reinventing Customer Experiences With BPM – shape our new event!
Wednesday, April 21, 2010 by Neil Ward-Dutton
Hot(ish) on the heels of our first online event (“2010: time to define your Cloud strategy. Are you ready?” – sponsored by Google Enterprise) – we’ve just started to plan our second online “MWD insights” event.
The topic will be “Reinventing Customer Experiences With BPM“, and it’s set to be launched on June 28.
We’re always looking to move forward and improve in everything we do, so we’re making a couple of tweaks to the format of this event in the hope of making this event even more successful than our Cloud Computing event.
Most importantly, this time we’re complementing the initial keynote session with a set of really cool one-on-one case study interviews which I’ll be conducting with people who’ve used BPM approaches and technology to deliver tangible customer experience improvements. But there’s something else we want to do with this event, and that’s to make its quality and relevance completely bulletproof – and that’s where you come in, dear reader.
Below I’ve laid out our current thinking about how the event content will be structured. I’d really love to hear what you think about what we’re planning, and if you have the time to suggest an alteration or just give us a thumbs-up that would be absolutely fantastic. If I hear that what we’re planning is off the mark and looks like not being interesting to people, we’ll make changes.
We’re really excited about building up an ongoing programme of events like this, and we want to make them absolutely top-notch. We wouldn’t want to deliver anything less! The more advance feedback we can get from people who are interested in the topic, the better the event will be.
By the way, one thing we’re *not* changing is that access to this event will be free to all our 3,000 (and growing) Guest Pass subscribers. (Yes, in case you didn’t know, you can sign up for Guest Pass access for free too).
Here’s our current thinking about the event content and structure.
Keynote: Neil Ward-Dutton, Research Director – “Applying BPM to customer experiences – opportunities, approaches and challenges”
The keynote will focus on:
- Why organisations are investing in process change and improvement today at the edge of the organisation – looking at previous waves of process improvement, business conditions, technology change, etc.
- Typical symptoms of poor management or attention paid to delivery of customer experience excellence.
- Why packaged application investments often fail to deliver customer experience improvement results – looking at ‘outside in’ views of an organisation vs. ‘inside out’ views, etc.
- How BPM initiatives and technologies can help drive customer experience improvement – looking at aspects of the business case for investment.
- Examining, at a high level, an approach for uncovering customer experience improvement opportunities.
The keynote will be followed by a set of enterprise case studies (number TBC).
Each case study interview will be carried out by Neil Ward-Dutton, and will last approximately 10-15 minutes. The interview dialogue will be supported by visuals supporting key points of the conversation. Key questions we expect to explore with enterprise representatives include:
- What was the business catalyst for your BPM implementation work to improve the customer experience?
- Who had to be convinced that the path you took was the right one, and how did you make the investment case?
- How did you get started with the work – did you start on a particular problem, and if so, how did you identify it?
- Have there been any cultural, organisational (training etc), governance or technology issues along the way? If so how did you resolve them?
- What has been the outcome so far and what are your plans going forward?
Lastly – if you’d like to find out about how to submit a suggestion for a case study to include, please let me know! Alternatively if you’d like to find out about sponsorship opportunities for this event, please contact our Account Manager Denise Bradley.
Please let me know what you think!
Posted in BPM