Transforming Customer Experience

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The Convergence of Social, Mobile and Business Process Management

To stay ahead in todays rapidly changing business environment, organizations need agile business processes that allow them to adapt quickly to evolving markets, customer needs, policies, regulations, and business models. The convergence of a trio of technologies and business practices - social computing, mobile computing and business process management (BPM) – is opening up interesting avenues for business.

Social and mobile business models have already contributed important new frameworks for collaboration and information sharing in the enterprise. While these technologies are still in a nascent state, BPM and service oriented architecture (SOA) solutions are well established, providing a history of clear and complementary benefits. This is not surprising, given that BPM and SOA have arisen as the natural result of business and IT users striving to work together more efficiently and effectively.

As the technologies and business practices surrounding Social, Mobile and BPM mature, IT and business stakeholders are discovering new ways to work together and engage customers via dynamic business processes that address several important business imperatives:

  • Delivering consistent experiences
  • Increasing Revenue
  • Ensuring Compliance

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