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Reinventing customer experiences with BPM
When we ask organisations which business areas are most important for process improvement, we see strong consistency in responses: the areas which touch the customer.
Organisations are realising that their current CRM investments haven't enabled them to deliver the customer experiences they want to deliver. There's growing realisation that an outside in, customer-focused view can yield valuable insights and highlight opportunities for improvement in a way that the inside out perspective typically taken by yesterday's CRM implementations couldn't.
Catch this event to understand how BPM initiatives and technologies can help drive customer experience improvement, and learn from a series of in-depth case study interviews with business and IT leaders who have already invested in BPM to drive improvements for their customers.
- agenda
- speakers
- investment
- library
- feedback
This event is now open! You will need Guest Pass membership to access this event. If you don't have membership already, register now (it's free)
- keynote
- case studies
Applying BPM to customer experiences - opportunities, approaches and challenges
In this 35-minute keynote presentation, MWD's Research Director Neil Ward-Dutton discusses:
- 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.
- How BPM initiatives and technologies can help drive customer experience improvement – looking at aspects of the business case for investment.
- How to get started and how to avoid key risks.
Login at the menu above now to view the keynote, or register for guest pass access (it's free)
Enterprise case studies
A series of 30-minute interviews with leading BPM practitioners who share their experience.
Case study 1: Irish Life
Paul O'Neill, Head of IT and New Developments at Irish Life Corporate Business talks about the programme Irish Life has put in place to significantly improve service quality and business effectiveness. Login at the menu above now to view the case study, or register for guest pass access (it's free)
Case study 2: Pinnacle People
Matt Brook, Head of Infrastructure at Pinnacle People talks about how it's supporting an innovative new business approach in its field (delivering welfare-to-work programmes for the UK Government) with BPM. Login at the menu above now to view the case study, or register for guest pass access (it's free)
Case study 3: Carphone Warehouse
Chris Jones, Head of Operations at Carphone Warehouse talks about the in-store system it's rolled out to retail staff which gives them up-to-date process knowledge whenever they need it, and the business impact this has had. Login at the menu above now to view the case study, or register for guest pass access (it's free)
Case study 4: HML
Paul Swinson, Programme Manager and Niki Quick, IT BPM Manager at Homeloan Management Ltd (HML) talk about how it's using BPM to not only improve client service but also manage variations in clients' expectations in service and process. Login at the menu above now to view the case study, or register for guest pass access (it's free)
Case study 5: Vangent / London Borough of Southwark
Adrian Blair, Head of Professional Services and ICT at Vangent talks about the work it's doing with its BPO client London Borough of Southwark to deliver truly excellent customer-centric services. Login at the menu above now to view the case study, or register for guest pass access (it's free)
More case studies will be added soon!
Neil Ward-Dutton, Research Director
Neil is MWD's co-founder and Research Director, and is one of Europe's most experienced and high-profile IT industry analysts. His areas of expertise include Cloud Computing, business process management (BPM), enterprise architecture (EA) and service oriented architecture (SOA) and IT governance, and he is currently the lead analyst for MWD's BPM Advisory Service. Neil has acted an advisor to large IT user organisations in Media, Government, Transport, Financial Services, and Telecommunications; and to leading vendors, including IBM, Oracle, Microsoft, BEA, Hewlett-Packard, SAP and TIBCO.
Case study speakers
Irish Life
Paul O'Neill is Head of IT and New Developments at Irish Life Corporate Business.
Pinnacle People
Matt Brook is Head of Infrastructure at Pinnacle People.
This event is provided free of charge. All we ask for is your time.
Who should invest their time?
This event is aimed primarily at senior-level business and IT decision makers within enterprises with roles to play in driving customer experience improvements - including CIOs, COOs, CFOs, CTOs, business analysts and architects, senior marketing and customer advocacy professionals.
Why should you invest your time?
We know from our extensive primary research, as well as research from other bodies, that business process improvement is one of the highest priorities for enterprises across industries in 2010. It's likely to continue this way for some years to come. Nevertheless, despite the current wave of BPM technology being available for nearly a decade, the adoption of this technology is only just starting to gather steam. The BPM technology market segment is growing very strongly – this is a technology investment area which makes sound business sense in tough economic times as well as good times. Couple this with the need to improve the areas of your business which touch your customers, and this topic quickly looks like it should be raised up the business agenda. By listening to the keynote presentation and learning from real-world practitioners who are already achieving successes you'll be in a much better position to make more informed decisions and develop a strategy for your own organisation.
This event will also be of interest to strategists, business development, and product managers from ISVs who are providing products and services in this space. Finally, it will also be relevant to business development managers from Systems Integrators who may be able to assist companies wishing to take advantage of BPM technologies and make positive business process change.
Why not take a moment to browse some of our other BPM related research?
BPM case study: Steria 
BPM case study: Irish Life
BPM case study: Surrenda-link Investment Management
BPM case study: London Borough of Southwark Council (with Vangent)
BPM in 2010
BPMN 2.0: a good move, but for whom?
Webinar: Choosing the right BPM technology and making it work for you
Webinar: When BPM and collaboration collide
Nimbus: Filling process knowledge gaps with Nimbus Control
What drives BPM technology requirements?
Assessing BPM technology
BPM technology: Vendor capability comparison, 1H10
BPM technology: Appian
BPM technology: IBM
BPM technology: Oracle
BPM technology: Pegasystems
BPM technology: Software AG
BPM technology: TIBCO
If you are considering BPM technology selection, please visit our BPM technology selection pathway to access a range of free and premium advisory options designed to help you.
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