Transform 2014: Aligning to Your Customer's Systems of Engagement

Transform 2014: Aligning to Your Customer's Systems of Engagement

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  Systems of Engagement CraigLe Clair Vice President and Principal Analyst March 10, 2014
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  © 2013 ForresterResearch, Inc. Reproduction Prohibited We Have Entered The Age Of The Customer October 2013 “Competitive Strategy In The Age Of The Customer”
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  79% Inflexibility limits change 84% Lack ofprocess visibility 85% Needs mismatch apps Survey of 120 Business Process Pros, Sept 2011 Today’s bloated software will not get us to new systems of engagement
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  February 2012 “MobileIs The New Face Of Engagement” Technology: Systems Of Engagement Are The Future Of Technology-Led Business Innovation
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  New Systems OfEngagement Will Reshape European Software Priorities August 2012 “Forrsights : European Companies Start To Embrace New Systems Of Engagement”
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  Business Teams UseA Range Of Systems Of Engagement- Related Technologies May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
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  Business Teams UseA Range Of Systems Of Engagement-Related Technologies (Cont.) May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
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  Production Straight through follows the happypath 75-80% Ad hoc Requires ad hoc interactions to resolve exceptions2-4% Unique problem, requiring supervision 1-2%Opportunity for differentiation Limitation of packaged apps The cost of doing business The large majority of real work goes into handling exceptions Structured Collaboration Requires interaction with colleagues15-18% Custom Extensions
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  © 2013 ForresterResearch, Inc. Reproduction Prohibited 10 And Incorporate Smart Process Technologies Source: “Smart Process Apps – One Year Later,” Forrester Research, Inc., December 10, 2013
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  Untamed business processesneed smart process apps
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  © 2012 ForresterResearch, Inc. Reproduction Prohibited Source: Forrester Research SPA Market Forecast, November 2012 SPA Will Focus On Industry Solutions I&E Products Trans & Log Financial Services Utilities Insurance Smart Process App Market (US$ millions) 12 $0 $2,000 $4,000 $6,000 $8,000 $10,000 $12,000 $14,000 Government Healthcare
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  Systems Of EngagementEmpower People, Accelerate Decisions, And Energize Products February 2012 “Mobile Is The New Face Of Engagement”
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  Customer On-boarding
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  Claims Processing  Helpme with shopp  Sign me up  Engage in my healt  Pay my claims  Solve my issues
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  Invoice Processing
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  Systems Of EngagementEmpower People, Accelerate Decisions, And Energize Products February 2012 “Mobile Is The New Face Of Engagement”