The Forrester Business Process Forum in Boston, Mass. is just three days away, and they’ve put together two jam-packed days of keynote addresses, cutting-edge sessions and networking designed to help attendees better understand the new trends in customer engagement. Taking a look at the agenda, which is available online, we’ve put together a short list of the must-see sessions and keynotes during the conference!
The New World of Customer Engagement: Maximizing Long-Term Value
In this keynote address, Mike Gualteri, Principal Analyst for Forrester and Derek Miers, Principal Analyst for Forrester, will discuss what it takes to transform your customer service operations. You will learn how to build a program that not only engages your customers but delivers more value to your business. Attend this session to understand how you can be the catalyst to drive your entire organization to design the best customer experience possible.
Deliver Exceptional Customer Service
Do you know how you’re dealing with the rising impact of knowledge workers and globalization in your process improvement goals? Tim Burns, Director Enterprise Workflow Solutions, Securities and Fund Services for Citigroup Fund Services Canada and Steve Russell,CTO for OpenText Global 360, will share the best practices for delivering exceptional customer-centric service with dynamic case management.
Servicing Customers in a Dynamic World
It’s no secret that customers expect around the clock support. However, a customer’s need varies from situation to situation. In this session hosted by Craig Le Clair, Vice President, Principal Analyst for Forrester and Connie Moore, Vice President, Research Director for Forrester, you will discover how dynamic case management can improve your customer experience. Hear first hand case studies that bring together business process management, social networking tools, analytics and mobility to redesign the experience individual customers have with your company.
Untamed Business Processes: The Barrier to 21st-Century High-Velocity Companies
Business process improvement programs must adapt to the ever changing expectations of customers and employees. In this session, Craig Le Clair and Steven J. Spear, Author, Senior Lecturer and Senior Fellow for MIT, will discuss how over time, packaged, industry-specific systems prevented companies from achieving maximum success. The session will review how critical untamed processes will affect your organization and what you can do about them.
The Impact of Social Computing on Customer Experience Design
Clay Richardson, Senior Analyst for Forrester will explain the deep value that social networking tools have on improving customer engagement and driving better business decisions. Finally understand how you can use social platforms to reach your customers and connect back with back-end applications and mission-critical processes such as recruiting, customer service, advertising and supply chain. Learn how to empower customers and partners to build social applications that tap into your end-to-end processes and engage your internal network to drive the best possible business outcomes.
Change Management: Your Key for Sustaining Breakthrough Process Transformation
Change is inevitable and one of the most difficult problems when driving enterprise-wide transformations is getting the team onboard. In this session a panel of experts — including Tom Coleman, Chief Information and Process Officer for Sloan Valve Company, Margie Rodino, Vice President, Global Human Resources for Sloan Valve Company, Claire Schooley, Senior Analyst for Forrester, Ronald Sharpe, Change Management Lead for Cabela’s, and Wade Wallinger, GM Value Change Optimization for Chevron – will discuss best practices for managing ongoing organizational change. You will learn what approaches, methodologies and techniques you should use to help your employees through the transformation process. Discover where change management fits within your organization, who should drive the initiatives, and the key roles needed to on the change management team.
There’s so much to learn this week at Forrester’s Business Process Forum. Visit the Forrester conference website today to check out all of the other great sessions you should attend at the conference!
Be sure to stop by Metastorm’s booth (Booth #19) and Global 360’s booth (Booth #21) to view a product demonstration or speak to a representative. Don’t forget to follow the event on Twitter with the hash tag #BPF11.
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