The New Dimensions Of Open For

Enterprise BPM

Clay Richardson, Principal Analyst

May 7, 2014

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Source: Adapted from October 2013, “Competitive Advantage In The Age Of The Customer”, Forrester report

Age of the customer reshapes demand and focus of process efforts

Assembly lines Supply chains Automation Engagement

Business process evolution

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Source: Q3 2013, Global State of Enterprise Architecture Online Survey, Base: 90 EA Professionals

Mobile and customer experiences shift focus of BPM investments

Over the next 12 months, do you expect to see an increase or

decrease in demand for the following BPM related activities?

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Process change must blend system-oriented

and design-oriented approaches

• Tailored interactions

• Contextualized experiences

• Focus on empathy

• Support for experimentation

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Source: Adapted from February 2012 “Mobile Is The New Face of Engagement”, Forrester report

Design thinking underpins systems of engagement

BPM for transactions

• Focus on executing high volume

transactions

• Targets structured business

processes and systems

• Ideal for slower to change

processes

BPM for engagement

• Focus on delivering adaptive

user experience

• Targeting unstructured or semi-

structured processes

• Ideal for faster-pace of change

• Support new work patterns -

mobile, social

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Customer experience and mobile

engagement demand open approach to

enterprise BPM.

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Five key dimensions define the future of BPM software

Design

Implementation

Accessibility Change

Collaboration

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Design: Start process design based on user experience and engagement

› Mobile-ready forms applications

with minimal hand-coding

› Extend forms to external

customers to speed application

submission and tracking

› Connect smart forms to long

running process automation

and workflow

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Implementation: Quickly compose process-based apps

› Eliminate barriers between

requirements and development

› Focus on composable business –

quick change based on new

requirements

› Connect to existing systems of

record, web services, and API’s

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Collaboration: Drive social interaction throughout process lifecycle

› Design time collaboration to

engage employees and

customers

› Run time collaboration support

social work patterns and sharing

› Extensible environment allowing

developers to extend out-of-the-

box functionality

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Change: Adopt new mantra “Start small, think big, learn fast!”

› Culture of experimentation through

building, deploying, learning

› Unified sandbox for modeling

requirements, implementing

solution, and deployment

› Production-ready environment for

moving from testing to broader

deployment

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Accessible: Quickly scale from pilot apps to enterprise critical processes

› Prevent siloed application sprawl

through a single repository for

process applications

› Single unified platform to support

authentication, configuration

management

› Enterprise support for integrating

with systems of record and reuse

of existing services

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Shift metrics for BPM to focus on convenience, engagement, advocacy

Outside-In Metrics Inside-Out Metrics

Advocacy Adoption

Engagement Quality

Convenience Efficiency

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Self-service

Human-mediated

Simple Complex

BusinessProcess

CustomerInterac onMode

B2CappsDynamicWebapps

Forms-basedapps

B2Bapps

Casemgtapps

Source: Forthcoming, “New Dev Platforms Emerging For Customer-Facing Apps”, Forrester report

Identify quick win opportunities to deliver engaging process-apps

Recommendations

› Embrace design thinking and test-and-learn

methods to focus on customer and employee

engagement

› Evaluate BPM solutions that emphasize rich and

mobile UX to drive intelligent interactions

› Extend process-app development to the

business with “low-code” BPM solutions

Thank you

Clay Richardson,

Principal Analyst

crichardson@forrester.com

+1 703 598 9505