Transforming Customer Experience: The Convergence of Social, Mobile and Business Process Management
By Michelle Kimihira on May 15, 2013
BPM Product Marketing Team BlogTo stay ahead in today’s 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.
We hoped you enjoyed our recent screencast, “Customer Experience On Your Mind? Think BPM + Social + Mobile”, and got a fresh perspective on delivering effective customer experiences. In case you missed the screencast, you can catch the replay here.
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 important business imperatives:
Delivering consistent experiences: Fragmented data, disjointed systems and multichannel interactions make it difficult to deliver a consistent customer experience. Such inconsistent experiences result in lower customer satisfaction and NPS (net promoter score) numbers.
Increasing Revenue: There are multiple opportunities to up-sell and cross-sell products that impact the bottom line. If companies can’t identify such opportunities, bring a product to market quickly, or offer the right product to the right customer at the right time, significant loss of revenue may occur.
This paper discussed how BPM, Social, and Mobile technologies are helping to drive a fundamental business transformation. Astute organizations are implementing these technologies to respond to today’s multi-faceted business challenges and to take advantage of new opportunities.
Download the paper. Enjoy!
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