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Smarter Process: Reinventing Business Operations for Customer-Centricity & Topline Growth. por Juan Ramón Gutierrez, Europe IOT Smarter Process GI/GE Leader de IBM GBS. Cloud BPM Discovery Seminar
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Juan Ramón Gutiérrez VillarSmarter Process (BPM) Leader for Europe
Smarter Process: Reinventing Business Operations
for Customer-Centricity & Topline Growth
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud
Smarter Process Competences
Smarter Process
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud?
Smarter Process Competences
Smarter Process
We’re in an age of reinvention, where time speeds so fast!!
Where are we today? – Swaying along History
BPM has suffered a number of “sways” along the story, thus switching from one
flavor to one another along the History:
1980: focus on Total Quality Management
1966: Six-Sigma
1990: Business Process Reengineering (Hammer and Champy)
Late 1990: Enterprise Resource Planning
2000: Customer Relationship Management
200019951986 2005
Time
Heap
Six-Sigma
No full-taste ingredient makes all plate!!
Where are we today? – Different flavors, different tastes
The concept of BPM has had different
perspectives along the History.
“BPM” has had a wide variety of
“flavors” depending on the level of
management and the areas within
organizations.
Since a few years ago systems have
provided a number of technical solutions
bringing some functionalities from theory
to the world: workflow, BPMS, OO, …
It has also been clear (e.g. Gartner
formulated Intelligent BPM in Sept.2012)
none of them was a full-taste ingredient.
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud?
Smarter Process Competences
Smarter Process
of global companies say that their
~ Capital Confidence Barometer, October 2013
Nearly
a year earlier
, up
from only60% 41%
Effective business operations enable capturing new opportunities
Companies’ Focus on Growth
Why Smarter Process? – “Growth” is the “growing” key
driver
63% 58% 69%
of leaders expect
consumers to gain even
more power and influence
of their businesses
of business executives
expect new technology to
reduce barriers to entry
of business leaders
expect more cross-
industry competition
~ Digital Reinvention: Preparing for a very different tomorrow.
IBM Institute of Business Value, 2013
Customer-Centric Reinvention is Essential for Growth
Reinvent your business operations for competitive advantage
Why Smarter Process? – Market’s hard; Reinvention
required
IBM’s approach for reinventing business
operations
to enable greater customer-centricity
in the age of mobile, social, cloud and
big data
while driving efficiency and
optimization into end-to-end processes
Why Smarter Process? – IBM View
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud
Smarter Process Competences
Smarter Process
How customers implement Smarter Process?
IBM Confidential
1111
Experience demonstrate that successful customers use to follow Smarter Process Journey
distributed along FOUR main stages:
Pilot Project Program Transformation
12 – 16 Weeks 5 – 7 Months 1,5 – 2 Years 2,5 – 3 Years
TEST
Try technical
solutions
Learn
Implementation
Methodology
FIX
Fix concrete urgent
issues
Implement limited
scope projects
Understand business
value
Involve core team
Build Process Inventory
PLAN
Plan long term business
objectives
Roadmap long-term
process implementation
Foresee required
changes
Consolidate
Governance Model
CHANGE
Implement
organizational and
operational changes
Maximize benefits
High Productivity
Model; process
implementation
cadence.
The Journey – They way successful companies do
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud?
Smarter Process Competences
Smarter Process
13 The Power of Cloud -- IBV PoV and Executive Report
13%
41%21%
28%38%
21%
Today 3 yrs
Nearly half (48%) of CIOs surveyed evaluate cloud options first, over
traditional IT approaches, before making any new IT investments
Cloud is widely recognized as an increasingly important technology; adoption is
expected to accelerate rapidly in the coming years
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; Q4. Which of the following most accurately describes your organisation’s level of
cloud technology adoption today and which do you expect will best describe it in three years?
Sizing the cloud , Forrester Research, April 21, 2011; http://www.cio.com/article/684338/Survey_CIOs_Are_Putting_the_Cloud_First
Piloting
Adopting
Substantially
Implemented
+215%
+33%
72%
91%
What is Your Organization’s Level of
Cloud Adoption?
% of Respondents
The Global Cloud Computing Market is
Forecast to Grow 22% per year through 2020
$0B
$50B
$100B
$150B
$200B
$250B
2011 2015 2020
$241B
$41B
$150B
Source: Sizing the cloud, Forrester Research, Inc., April 21, 2011
Why Smarter Process on Cloud? – Market Expectations
14The Power of Cloud -- IBV PoV and Executive Report
While only a few visionary businesses today are using cloud for radical business innovation, the number will double in three years
What is the Primary Focus of Your Organization’s Cloud Adoption Strategy?% of Respondents
Over one third (35%) of organizations surveyed plan to harness
cloud for radical business model innovation within three years
8%
16%3%
10%
2%
4%
3%
5%
Today 3 yrs
16%
35%
Change
industry
role
Redesign
industry
New industry
New business
Source: 2011 IBM/EIU Cloud Survey Results, Q8 : What is the primary focus of your organization's cloud technology adoption strategy ? n (today) = 572; n (in 3 years) = 572
Why Smarter Process on Cloud? – Market objectives
15The Power of Cloud -- IBV PoV and Executive Report
Cloud harnesses the capabilities borne out of these trends to empower six potentially “game changing” business enablers
Source: IBV Analysis
Cloud’s Business Enablers
Cost
Flexibility1
Shifts fixed to variable
cost
Pay as and when needed
Business
Scalability2
Provides limitless, cost-
effective computing
capacity to support
growth
Masked
Complexity4
Expands product
sophistication
Simpler for
customers/users
Context-driven
Variability 5
User defined
experiences
Increases relevance
Ecosystem
Connectivity 6
New value nets
Potential new
businesses
Market
Adaptability
Faster time to market
Supports
experimentation
3
Why Smarter Process on Cloud? – Cloud Enablers
TOP
16The Power of Cloud -- IBV PoV and Executive Report
Cost Flexibility
Cloud enables businesses to reduce fixed IT costs and shift to a more variable, “pay-as-you-go” cost structure
1
Characteristics
Shifts CapEx to OpEx, when and as
needed
Shifts cost from fixed to variable
Generates faster payback and higher
ROI
Finding
31% of executives see cloud’s ability
to provide pay-as-you go, cost
flexibility as a top benefit1
Example: Etsy – the world’s handmade marketplace
The cloud frees up capital by significantly
reducing the need for IT investment
Etsy is an online marketplace to buy and sell
handmade goods. In addition to bringing buyers
and sellers together, Etsy offers product
recommendations based on analysis of buyer
preferences
Etsy uses cloud based process data analytics
capabilities for its targeted marketing approach
by renting hundreds of computers every night to
analyze data from a billion views of its website.
Cost flexibility of the cloud allows Etsy access to
tools and compute power that only large
retailers like Gap or Ikea could previously afford.
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; Q6a3-Q6b3(1): Expected benefits of cloud – Greater cost flexibility (today and next
three years), N=572
Why Smarter Process on Cloud? – Cost Flexibility
Smarter Process as a Services allows “pay
as you use your processes/rules” avoiding
idle and costly resources, thus optimizing
investment.
By linking your business to specific Industry
Solutions you directly bound business
demand to system usage, thus minimizing
waste (Lean applied to Cloud)
17 The Power of Cloud -- IBV PoV and Executive Report
Business Scalability
Cloud enables businesses to grow efficiently, expanding the range of business options
Netflix streams movies on-demand with large
surges of capacity required at peak times.
Use of cloud allowed Netflix to rapidly scale
up its business without having to buy, support
and operate infrastructure and resources to
meet its growth requirements
Netflix’s move to the cloud “was largely about
paying down our technical debt and building a
scalable web-based product using current
best practices.” – Adrian Cockcroft , Cloud
Architect at Netflix2
Characteristics
Rapid / elastic provisioning of
resources by dynamically assign
resources
No scale limitations
Benefit from scale economics without
achieving large volumes on your own
Finding
32% of executives see business
scalability as a top cloud benefit1
Example: Netflix
Cloud’s ubiquitous and nearly unlimited computing
power drives scale economics and enables self-
provisioning and peak/non-peak responsiveness
2
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders,\; Q6a2-Q6b2(1): Expected benefits of cloud – More scalable and flexible services
(today and next three years), N=572; Source: (2) http://radar.oreilly.com/2011/05/netflix-cloud.html
Why Smarter Process on Cloud? – Business Scalability
Let your business demand “be
as big as you need” with no
restrictions due to your local
capacity (human resources and
systems).
Benefit from common business
repository of reusable
components for new Solutions
(Processes / Rules)
18 The Power of Cloud -- IBV PoV and Executive Report
Example: ActiveVideo’s Cloud TVTMMarket Adaptability
Cloud enables businesses to rapidly adjust processes, products and services to meet the changing needs of the market
Active Video’s CloudTVTM platform allows content
providers and distributors to react immediately to
changing consumer demands and deliver what
the consumers want
Cable, IP and Satellite TV providers can create and
deliver interactive, on-demand content
dynamically to consumers on any device
Content providers, TV programmers and web
content developers can create or change an
application -- for entertainment, commerce,
advertising, social media, gaming or news and
sports – and deploy it all-at-once for all end-users
Characteristics
Facilitates prototyping
Speeds time to market
Supports rapid prototyping and
innovation
Finding
33% of executives see market
adaptability as a top cloud benefit1
Cloud-enabled services can be tuned for market
dynamics and demand and then rapidly updated,
revamped and deployed via web services
3
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; Q6a1-Q6b1(1): Expected benefits of cloud – Greater speed and adaptability within
the organisation (today and next three years), N=572
Why Smarter Process on Cloud? – Market Adaptability
• Create your prototypes from
“Day 1”; don’t wait to set it up at
home.
• Smarter Process in Cloud allows
powerful Process Data Analytics
to work for you in proving your
business.
• Smarter Process in cloud allows
quick updates to be deployed.
19The Power of Cloud -- IBV PoV and Executive Report
Example: Xerox Mobile Print
Cloud enables businesses to attract a broader range of consumers with elegantly simple solutions
The Xerox Mobile Print platform uses tools via a
cloud to convert and process print requests
from any mobile device (e.g. tablet,
smartphone) to a Xerox printer
Removes complexity for users – no need to
understand / install / maintain printer device
drivers for either their mobile device or targeted
printer
Reduces cost and management of supporting
diverse end-user mobile devices, content-
producing applications, network configurations
and printer types
Characteristics
Expands feasible range of
sophistication in products and
services
Minimizes requirements of user
to understand how product
works or how to maintain it
Finding
Cloud’s ability to mask complexity
is one of the lesser known
business enablers with less than
20% of executives seeing it as a
top benefit1
Cloud-enabled services leave the complexity to the
experts, delivering only outcomes to the end-user
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; Q6a5-Q6b5(1): Expected benefits of cloud – Reduced complexity for
customers (today and next three years), N=572
Masked Complexity4
Why Smarter Process on Cloud? – Masked Complexity
• Wise combination of activity
management and rules will allow
users to bother of consequential
actions.
• Smarter Process Integration
“transparently connects the
World” for users
20The Power of Cloud -- IBV PoV and Executive Report
Cloud enables businesses to create personal experiences that adapt to subtle changes in user-defined context
SiriTM is the Apple iPhone’s cloud-based, natural language “intelligent assistant” – the first of a new type of user experience that relies on context to create a more personal, intimate interaction
Leveraging the computing capabilities and capacity of the cloud, SiriTM “understands a wide variety of ways to ask a question, grasps the context and returns useful information in a friendly way, either audibly or by displaying results…It learns your voice as it goes.” -Walter S. Mossberg, Wall Street Journal2
Example: Apple’s SiriTM
Context-driven Variability
Characteristics
Supports context-driven, user-centric
experiences:
Preferences: simulating using
rules
Movements,
Behaviors: analyzing process
data
Finding
52% of Respondents say that
addressing fragmented user
preferences is important for their
organization1
5
The computing power and capacity of cloud enables
individualized, context-relevant customer experiences
Source: 1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; How important is it for your organisation to address the following technological and
social developments?; 2) Wall Street Journal, Personal Journal: The iPhone Finds Its Voice, Walter S Mossberg, October 12, 2011
Why Smarter Process on Cloud? – Context-driven variability
• Using rules in cloud you benefit
from the highest power to
quickly respond to context
variability.
21 The Power of Cloud -- IBV PoV and Executive Report
Ecosystem Connectivity
Facilitating engagement, alignment and innovation, cloud enables external collaboration with partners and customers
HealthHiway is a cloud-based healthcare
solution for hospitals, clinics, Insurance
providers, pharmacies and diagnostic centers
to facilitate better collaboration and
seamless information sharing within the
healthcare ecosystem.
Today, the HealthHiway network connects
over 1100 hospitals and 10,000 doctors.
Ecosystem connectivity offered by
HealthHiway enables efficiencies required in
an emerging market like India to deliver
quality heath care at low cost
Example: HealthHiway
More and more, companies are relying on collaborative ecosystems
to provide the input for innovation that will drive their growth
Characteristics
Facilitates new value nets of partners,
customers and other external players
Finding
One-third of executives see cloud’s
ability to enable and facilitate external
collaboration as one of its major “future”
benefits
6
Source: (1) 2011 joint IBV/EIU Cloud-enabled Business Model Survey of 572 business & IT leaders; Q6a8-Q6b8(1): Expected benefits of cloud – Enhanced collaboration with
customers/external partners (today and next three years), N=572
Why Smarter Process on Cloud? – Ecosystem Connectivity
• Using Cloud capabilities secured
process collaboration becomes
much easier and safe, bringing a
new dimension to partners
(clients, providers) to actively
participate in your processes.
Collaborative Process & Decision Modeling in the CloudIBM Blueworks Live
Process modeling made simple
Model and improve your business processes
and decisions.
Capture process and decision knowledge. Drive out
inefficiencies and improve business operations.
Easy and intuitive for both business and IT
users
User-friendly interface makes it easy to get started
and easy to learn.
Powerful collaboration tools
Work collaboratively and see changes dynamically.
Post comments and share ideas.
Keeps teams in synch with a common repository.
Nothing to download - nothing to install
Cloud-based solution. Log in and go!
Blueworks Live now available as a private cloud offering
Challenges
Understand the mortgage value stream from a customer
perspective and create an enterprise process map to
eliminate bottlenecks in the mortgage process
To better serve its members, Elevations Credit Union
sought to become a process-driven organization by
identifying, documenting and reusing its processes
Benefits
Instant: Accelerated the approval process for many
loan applications by over 80%
Seamless: Eliminated bottlenecks in the system, so
customers have a seamless experience
Insightful: Understanding the process, created
significantly greater member satisfaction and more
cost-effective operations
Elevations Credit Union reduces mortgage cycle time by 80%
Achieved a 47% increase in mortgages year to year
“We had our people create simple, high-level diagrams to
answer questions about each process, like what are the inputs,
what are the outputs? What other processes should we be
thinking about? Everything was captured inside of Blueworks
Live. And we got a lot of work done really fast.”
~ Carla Wolfe, Senior Business Analyst, Elevations Credit Union
Solution
Using IBM Blueworks Live, Elevations was able to
pinpoint the delay between an online loan application
and the response to customers
The solution eliminated redundancy in the system and
added more points of communication with the
customer throughout the mortgage process
Email notifications
Operations reinvention available via the Cloud
Ease of design and deployment of
process applications through an
integrated design time experience.
Governance through an integrated
environment that scales smoothly from
initial project to enterprise-wide program.
Visibility through a business-led change
design.
Greater collaboration between business
and IT through a unified, model-driven
environment.
Accelerating Process InnovationBusiness Process Management on Cloud
BPM on Cloud now available in more IBM Softlayer
datacenters near you
Challenges
Need for access to meaningful and human–readable
genetic samples for researchers
Personalized knowledge about genomic risk for
diseases drug reactions in patients
Solution
IBM BPM on Cloud manages the entire process from
genetic testing to providing customized treatment
information to the physician
Business rules on Cloud to provide flexibility &
customization to work with different partners and
customers
IBM Watson technology to model potential medication
regimens per each patient’s genetic profile.
Benefits
Instant: Rapid speed to market with BPMoC and the
ability to on-board new genomic testing partners
faster
Seamless: Manage the entire genetic sample
collection, processing and patient treatment lifecycle
Insightful: Provides real-time analytics to produce a
confidence score around the likelihood of an
adverse reaction or an efficacy level, all in real-
time
“We’re building customized partnership solutions now so
much faster than anything we’ve done prior to using a BPM
solution,”Scott Megill president and chief executive officer,
Empowered Coriell to integrate genomic data
into healthcare management
Coriell Life Sciences transforms healthcare management with
Smarter Process
Where are we today?
Why Smarter Process?
The journey
Why Smarter Process in Cloud?
Smarter Process Competences
Smarter Process
27IBM Confidential
Smarter Process Competences – Offerings along the Journey
Journey steps
Quick Win
Project
Smarter Process Program
Smarter Process Business
Transformation
Process Inventory Variation Analysis
and Roadmap
Center of Excellence Governance Model
Productivity Model (Factory)
Operational Intelligence – Process Optimization
Quick Win
Process Inventory Variation Analysis
and Roadmap
Project Smarter Process Program Smarter Process Business
Transformation
Center of Excellence Governance Model
Maturity
Operational Intelligence – Process Optimization
Productivity Model (Factory)
GOAL Main Work Products
Gain understanding and experience in SP Solutions and Methodology with limited but
valuable implementation deployed to production
Limited scope implementation deployed to
production
Experience complexity of running Simple, Medium and Complex implementations in
parallel. Notice the benefits of Governance Model and Process Architecture
Simple, Medium and Complex processes
deployed to production
Define implementation and program plan upon simplified process taxonomy and fully
qualified (prioritized) process inventory
Process Inventory, Process Taxonomy &
Implementation/ program roadmap
Setup Governance Model within customer’s operating model CoE Team definition, Governance Model
Increase Process implementation by process components reuse, shorter
implementation period and robust process architecture. Can be on-site or IBM SaaS
On-site or IBM SaaS high process
productivity model up and running
Setup Governance Model within customer’s operating model Business criteria
Arrange corporate organization (e.g. setup CoC Governance) to accommodate to
impact due to process optimization and new system implementation (new decision
system) .
Change Management Plan, CoE
Governance Model
Long term relationship focused on process improvement and optimization
according to continuous business changes, including agility and
TOM, Lean SixSigma measures for
optimization, CBM,
Smarter Process Competences – Professional Capabilities
IBM has been re-defining and optimizing its own Smarter Process Competences Model in
order to better serve customers with an improved melted set of Competences (Smarter
Process Competences Model):
Smarter Process Infrastructure
Smarter Process
Integration
Smarter Process as a Service
Productivity Model
Smarter Process
Implementation
Simple Process Accelerators
Process Architecture
Components
Smarter Process Data
Analytics
Behavior Prediction
Failure Forecast
Decision Analysis
Process Strategy and Optimization
Asset and Industry Solutions
FSS PUB IND DIS COM
Program Definition and Management
Smarter Process Digital Experience
Smarter Process Infrastructure
Smarter Process
Integration
Smarter Process as a Service
Productivity Model
Smarter Process
Implementation
Simple Process Accelerators
Process Architecture
Components
Smarter Process Data
Analytics
Behavior Prediction
Failure Forecast
Decision Analysis
Process Strategy and Optimization
Asset and Industry Solutions
FSS PUB IND DIS COM
Program Definition and Management
Smarter Process Digital Experience
Smarter Process Infrastructure: keeping platform performance
requires appropriate sizing, architecture design of environments
so that implementation smoothly evolve across all delivery
stages. Key aspects like scalability, load balancing, high
availability become crucial in today’s business life.
Integration always becomes a
critical aspect during
implementation, being specially
important when using Cloud based
systems that can access client
systems and back-end.
Implementation
highly depends
on the delivery
approach (on-
premises, cloud,
…) as well as
maturity status
this
implementation is
done
The combination of
Cloud Servicess
and Productivity
(Factory) model
provides highest
benefits at lowest
cost by reusing
wel-proven
process
components.
One of the key drivers for
process-related business
is, Proocess Data
Analytics helping
companies to improver
their business by
predicting behavior,
forecasting potential
issues and helping in
taking better decisions
based on experience.
Classical
techniques and
methods like
LeanSixSigma,
CBM, TOM, help
to strategically
optimized
business
processes
By harvesting well-
proven industry
solutions and assets,
processes are provided
with specific value added
benefits to fulfil concrete
business needs and
accelerate solution
implementation.
Mature clients who have been adopting Process Management,
increasingly request expert advise to define, plan and deploy
Process Transformation Programs that lead them towards
reaching expecetd strategic business objectives.
World of mobile has dramatically evolved the way process must be
implemented, being processes benefited from a number of new capabilities
(e.g. ubiquity and instantaneity) thus making a real mile step into efficiency
Smarter Process Competences – Professional Capabilities
Smarter Process Competences - Interaction diagram
IBM has been re-defining and optimizing its own Smarter Process Competences Model in
order to better serve customers with an improved melted set of Competences (Smarter
Process Competences Model):
Smarter Process Infrastructure
Smarter Process
Integration
Smarter Process as a Service
Productivity Model
Smarter Process
Implementation
Simple Process Accelerators
Process Architecture
Components
Smarter Process Data
Analytics
Behavior Prediction
Failure Forecast
Decision Analysis
Process Strategy and Optimization
Asset and Industry Solutions
FSS PUB IND DIS COM
Program Definition and Management
Smarter Process Digital Experience
Summary
Smarter Process
Summary
Cloud, Data Analytics and Mobile clearly enforces us to evolve from classical conception of BPM to be able to escort our clients to business growth.
Smarter Process plays a key role and helps client in achieving their current cloud-based strategy:
Smarter Process cannot be delivered based on isolated capabilities; a number of well-defined Competences and experienced teams are key to successfully escort clients to business growth.
© 2014 IBM CorporationIBM Confidential
Additional information
Smarter Process
Innovating with New Business Models and Approaches
Rules Service
for Bluemix
RapidApps for
Bluemix
Smarter Process assets for
Codename: Bluemix
Rules Service enables developers to
spend less time recoding and testing
when the business policy changes
BlueMix RapidApps empowers
business developers to rapidly deliver
new web and mobile business apps
IBM Internal Use Only
IBM Smarter Process Solutions: Recognized Leadership
Source: Gartner, Magic
Quadrant for Enterprise
Content Management,
23 Sep 2013,
G00253757
Gartner Magic Quadrant for
Enterprise Content Management
Source: Gartner,
Magic Quadrant for
Intelligent Business
Process Management
Suites, 17 March
2014, G00255421
Gartner Magic Quadrant for
Intelligent Business Process Management
Forrester Wave for Dynamic Case ManagementForrester Wave for BPM Suites
Install base of over 5,000+ active implemented customers and
800+ business partners
Leader in Gartner’s Magic Quadrant for Intelligent Business Process
Management Suites and leader in the Forrester Waves for BPM
Suites and Dynamic Case Management
Global Smarter Process Center of Competency (CoC)
with 650+ experts
Why IBM for Smarter Process?
#1 market share in Business Process Management (BPM) and
Business Rule Management Systems (BRMS) with over 30%
market share according to Gartner and IDC
#1 in market share and total content revenue for
Enterprise Content Management, according to Gartner
Get started today!
ibm.com/smarterprocess
Take 2-minutes to
create an account
on our SaaS based
process & decision
discovery tool
2-3 day free onsite
workshop with IBM
experts and your
business & IT
stakeholders
In 10 weeks or less,
deliver a tangible
process improvement
solution to your
business
Try Blueworks Live online: blueworkslive.com
Hold a Discovery Workshop: ibm.com/software/info/bpm/process-improvement-discovery-workshop/
Conduct a Quick Win Pilot: ibm.com/software/websphere/products/business-rule-management/quick-win/
Try Blueworks Live
online
Hold a Discovery
Workshop
Conduct a
Quick Win Pilot
Additional Resources
Read the Smarter Process in the Age of the Customer paper
Watch Smarter Process videos on YouTube
See more Smarter Process demos: SmarterProcessDemos.com
Read the Gartner Magic Quadrant for Intelligent Business Process Management Suits 2014 Report
Download the Forrester Wave Dynamic Case Management Q1 2014 Report
Read Aberdeen’s insight on Empowering Knowledge Workers paper
Read Advanced Case Management Leadership Guide
Download the Make the mobile promise come true with the IBM Smarter Process approach paper
40 The Power of Cloud -- IBV PoV and Executive Report
Mobility, social media, increasing digitization and new analytics
capabilities are conspiring to drive broad business change
Mobile revolution
Connectivity, access and participation are growing rapidly
Smart devices are becoming the primary route to get connected
Devices are getting smarter as they are increasingly enriched by mobile apps
Major Technology Trends driving Business Change
Social media explosion
Social media is quickly becoming the primary communication and collaboration format
GenY’s or “digital natives” use of technology and social media platforms is accelerating adoption
Enterprises are adopting social media but are struggling to realize the value and manage risk
Hyper digitization
Digital content is produced and accessed more quickly than ever before
Internet traffic is growing globally driven by consumer use of video, mobile data, interconnectedness
An increasing number of connected devices and sensors is further driving growth
The power of analytics
New capabilities for real time analysis, predictive analytics and micro-segmentation are emerging
Top performing companies use analytics to drive action and business value
Analytics are making information “consumable” and is transforming all parts of the organization, from customer intimacy to supply chain management
Source: IBV Analysis
Cloud’s business enablers
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