1 year, 3 months ago

Business Process Architecture, is it an architecture though?

The idea of Business Process Architecture (BPA) was mentioned  quite a few times in the year past. Often though, in the subsequent paragraphs, it was shortened to Business Architecture.
The concept, typically, comes from the process Business …

4 years, 11 months ago

BPM is Bigger and Better this year at Enterprise World

Wow, Enterprise World 2013 is really shaping up nicely and I am very happy with the speakers we have secured, to not only share how BPM is evolving in the market, but also at OpenText. First, we have a great keynote session with Jim Sinur, Gartner emeritus and expert in the field of Business Process […]

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  2. OpenText Metastorm Named KMWorld Magazine Trend-Setting Product of the Year We are thrilled to announce that for the 7th consecutive…
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5 years ago

How knowledge workers are engaging with information

The way people engage with processes is changing. People are shifting toward increased usage of social media techniques and rich media to make business decisions, and this is evident in numerous service delivery workflows that span both inside and outside an organization. This can add efficiency and productivity to getting work done. But there is […]

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  1. Being Human: Why Knowledge Workers Need Adaptive Case Management How important is the human factor in driving meaningful process…
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5 years, 9 days ago

Mapping vs. Modeling

What are the differences between them and when to use each technique? If we think about maps the most familiar to us is possibly the road map. Then if we put multiple maps together we can create a road atlas. These are great for allowing us to see where we are and where we might […]

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  1. Business Architecture 101 – It’s results that count! Business Architecture may not be a new term, but it…
  2. Mass Modeling Process discovery and process validation are interesting topics and ones…
  3. The Reality of Process Excellence Whether we like to admit it, most organizations are still…

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5 years, 15 days ago

Driving Customer Satisfaction and Improving Employee Productivity at PSCU – Join us at PEX BPM Open House on October 9th!

Are you actively looking for a BPM solution? Just learning about BPM and want to know what solutions are available? Interested in learning how organizations have successfully implemented BPM? Then join us, Wednesday, October 9th at 12:00pm Eastern, at the BPM Open House to learn how to make the most of your BPM investment and […]

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  1. Customer-Driven Conversation Understanding how to handle customer needs and expectations is critical…
  2. Social BPM and Smart Process Apps Are Improving Productivity for All Process Participants OT: OpenText recently contributed a chapter “How Social Technologies Enhance…
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5 years, 1 month ago

Business Architecture 101 – It’s results that count!

Business Architecture may not be a new term, but it is certainly one that is grabbing a lot of headlines lately. Indeed we had record registrations for our “7 Steps to Business Architecture” webinar in July, and now that record looks like it’s being smashed again (judging by registrations to date) with our new webinar […]

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  1. Using the “Wheel of Change” to justify Business Architecture It’s not about the methods, it’s not about models, it’s…
  2. The Reality of Process Excellence Whether we like to admit it, most organizations are still…
  3. ProVision Comes to Gartner EA Summit: architecture projects have a greater focus more on business value “For our session I am delighted that we will be…

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5 years, 1 month ago

Information Right from the Source

Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.

The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.

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