4 months, 10 days ago

Cooking Up A Storm: AI Will Drive Process Industry Innovation

It is this time of year where I usually like to try and make seasonal specialties from other parts of the world. I’ve been exchanging recipes with my colleague George Lawrie. I’m not sure how anyone can really eat the mince pies he tells me are delicio…

6 years, 1 month ago

Accelerate Your Culture Practices For Digital Transformation

Successful digital transformations are underpinned by a strong digital culture, which is a huge enabler of change. But, for most organisations, cultural change is still the largest barrier faced for successful transformation and the most difficult to o…

6 years, 9 months ago

IBM Jumps Into RPA Market With Automation Anywhere — Perhaps A Turn To More Practical Challenges

IBM and Automation Anywhere  (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]

7 years, 9 months ago

Architect Process Agility With BPM Platforms For Digital Business

Some CIOs and enterprise architecture (EA) pros believe that business process management (BPM) is on the opposite side of agility — but they don’t realize that BPM technology itself is also evolving. Agility-oriented BPM platforms are the foundation o…

10 years, 6 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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  1. 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…
  2. OpenText Metastorm Named KMWorld Magazine Trend-Setting Product of the Year We are thrilled to announce that for the 7th consecutive…
  3. Customer-Driven Conversation Understanding how to handle customer needs and expectations is critical…

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10 years, 6 months 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…
  2. Knowledge Management (and beyond!) with Metastorm Metastorm was recently named to KMWorld Magazine‘s “100 Companies that…
  3. Information Right from the Source Providing high degrees of customer service, while managing costs is…

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10 years, 6 months 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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10 years, 6 months 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 […]

Related posts:

  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…
  3. Information Right from the Source Providing high degrees of customer service, while managing costs is…

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10 years, 7 months 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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10 years, 7 months 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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  1. Survey Says Lack of Business Strategy Among Top Concerns of SharePoint Deployments The results of our How are Businesses using Microsoft® SharePoint®…
  2. BPM in a down economy, redux Ahead of its BPM Summit on March 23-25 in San…
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10 years, 7 months ago

The Reality of Process Excellence

Whether we like to admit it, most organizations are still some way from achieving excellence. Sure, most of us have areas of our business where we have made improvements, in some cases with dramatic results. While on a recent trip to visit with some ProVision customers in Phoenix, Arizona, I caught up with one of […]

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  1. Uncovering Process Excellence Achieving process excellence is possible. To do it you can…
  2. Achieving Operational Excellence In my post last Monday, I discussed that if you leverage…
  3. Six Strategies for a Successful Center of Excellence Few organizations, less than 20% according to a recent study…

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10 years, 8 months ago

The Reality of Process Excellence

Whether we like to admit it, most organizations are still some way from achieving excellence. Sure, most of us have areas of our business where we have made improvements, in some cases with dramatic results. While on a recent trip to visit with some ProVision customers in Phoenix, Arizona, I caught up with one of my mentors, my old friend Jim Sinur. As you may know, Jim is a former research VP and fellow at Gartner and spent years looking at the process improvement and enterprise architectures. Watch the video interview to hear our in-depth conversation about these topics.

Related posts:

  1. Uncovering Process Excellence Achieving process excellence is possible. To do it you can…
  2. Achieving Operational Excellence In my post last Monday, I discussed that if you leverage…
  3. Six Strategies for a Successful Center of Excellence Few organizations, less than 20% according to a recent study…

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