Driving Excellence in Customer Experience with BPM

Today, more than ever, customers have greater expectations and less patience when interacting with suppliers. We now expect businesses to be “always-on”, everywhere, integrated, and smart.  Companies which passively wait until a process breaks find it not only an expensive way to solve a problem but also risky to their brand and reputation as more and more customers complain via social media channels. In fact, according to a survey on operational responsiveness, 67% of companies heard about problems from their customers before they had identified them themselves.

Businesses which use formalized, highly structured, tightly-controlled business processes in their dealings with customers find it increasingly challenging to create positive customer experience.   The support systems which drive true customer experience excellence ideally bring together BPM tools with event processing, analytics, historical business intelligence, business rules, content management, and online collaboration capabilities – in an integrated but open fashion.

This webinar will feature Neil Ward-Dutton, Research Director at MWD Advisors,  Dr. Ketabchi, Chief Strategist, Progress Software and David Olson, Director of Business Event Processing.  Combining a presentation by Neil and an interactive discussion, the event will explore:

• How organizations can build on a foundation of process automation for operational agility and responsiveness
• How BPM technology can be augmented with other complementary capabilities to drive great customer experience
• How the Progress Control Tower can bring together the best of BPM, event processing and transaction monitoring technology through one interface to help positively manage the customer experience.

Bios

Neil Ward-Dutton, Research Director, MWD Advisors
Neil Ward-Dutton is a highly accomplished IT industry analyst bringing over 17 years’ industry experience. Neil acts as advisor to large IT user organisations as well as to many of the world’s major IT vendors, advising clients on technology and management issues relating to business process management , SOA and Cloud computing, as well as the many other practices and technologies that impact this space, including enterprise architecture, IT governance, application development, and business integration. Neil is co-author of “The Technology Garden: Cultivating Sustainable IT-Business Alignment” (Wiley, 2007). He is also a regular speaker at conferences throughout Europe. He is quoted frequently in mainstream and IT specialist media, including the BBC, CNBC, Computer Weekly, Computing, The FT, The Times, Silicon.com and The Register, and has often been called on to provide expert commentary on live TV.

Dr. M.A. Ketabchi, Chief Strategist, Progress Software
Dr. Ketabchi founded Savvion in 1994 which launched the first business process management (BPM) product in 1999. Over the past 15 years, Ketabchi has been engaged with many Savvion customers and partners, helping them improve their business through BPM and BPM-enabled solutions. Ketabchi is well known for his pioneering research in BPM technologies and methods; process-centric, domain-oriented business solutions; object-oriented database management systems; and application development technologies.