Sustainability 2.0 For Business Process Professionals

Alexander Peters, Ph.D. By Alexander Peters

Many executives are hoping that the UN Conference in Copenhagen, currently in progress, will negotiate an international deal on carbon reductions this week, providing stable directions to governments and businesses about how to deal with climate change. I think that for industry leaders such an outcome would be very nice, but not essential. Most of these leaders — companies such as BMW, Nokia, Roche, or TNT — are already committed to manage for sustainability and:

  1. Take actions to reduce carbon emissions. Leading organizations launch carbon reduction initiatives before being forced to do so, to reduce their own costs and boost operational efficiency.
  2. Address environmental impacts strategically. Leading organizations integrate energy efficiency and carbon reduction initiatives into their overall strategies for preserving economic health in the long term.
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2010: The Year Ahead For IO Pros

For Infrastructure and Operations (IO) Professionals, 2010 will be a critical year as the global economy begins its long road to recovery and the post-recession era takes hold. Businesses want to put the last decade behind them and come out of the starting gate of the new decade fast with new applications and new market initiatives. For our IO clients that translates into three major imperatives: (1) build an IO technology plan for the new decade, (2) plan and prioritize the critical infrastructure projects that were either postponed, delayed or cancelled during the recession and (3) execute on those plans with a sharp focus on controlling costs and improving efficiency.

In 2009, we completed an in-depth, outside-in “role deep dive” study to better understand what our IO clients want and don’t want from us in 2010. It will drive our research efforts and make what we do more relevant to you in your daily work lives. In the New Year, we’ll be hosting a free webinar to outline our plans and get your feedback. I do hope you’ll be able to join us and share your thoughts. In the meantime, here’s a sneak peek at what you’ll hear. In 2010, the Infrastructure and Operations team will:

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Podcast: Social Media Transforms Customer Service

Our latest featured podcast is Natalie Petouhoff's "Social Media Transforms Customer Service".

In this podcast, BP&A Senior Analyst Natalie Petouhoff reveals why it is important for customer service professionals to incorporate social media into the customer experience, and the impact of social media on customer service.a greater SOA focus.






We look forward to your questions and comments.



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Podcast: Service Oriented Analytics - Tapping Into The Predictive Smarts Of Your Entire Organization

Our latest featured podcast is Jim Kobielus' "Service Oriented Analytics - Tapping Into The Predictive Smarts Of Your Entire Organization".

In this podcast, BP&A Senior Analyst Jim Kobielus will define SOA, talk about best practices around its implementation, and discuss how BPA pros can achieve a greater SOA focus.






We look forward to your questions and comments.



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Information and Knowledge Management Research Priorities for 2010

Matt-Brown  By Matthew Brown

For the past six months my team, and Forrester at large, has invested a lot of time in better understanding the different roles we serve with our research. On my team alone, we interviewed over 25 clients across industries and geographies about their careers, interests, aspirations, projects they work on, and who they work with. Having been an avid reader of Forrester’s research reports prior to joining the company in 2005, this was an interesting exercise. Why? Because when you manage technology programs inside a company, it’s very easy to assume that the rest of the world looks the same as it does within the four walls for of your organization. In fact, when it comes to information and knowledge management, there’s a great deal of difference across companies.

We spoke with a broad set of people including what I’d call IT business relationship managers, IT solution architects, library and information specialists, and records and retention management professionals. All of these people are involved in running or participating in initiatives involving content management, collaboration, search tools, portals, and enterprise 2.0 technologies. Among others, the themes that stuck out were:

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CIOs Spoke, We Listened - Research Focus For 2010

This past summer, Forrester conducted a series of in-depth interviews of CIOs (as well as some directors of IT planning and finance) to get a better understanding of their roles:  how they see the role in the context of their organizations, how they are evaluated by senior management, their key success imperatives, and their information needs.  We sat down with each of them for an hour to help shape how we support the most senior executives within IT.

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IBM Lotus Sametime 8.5 Is "Click To Conference"

Ted-Schadler  by Ted Schadler

Pal Henry Dewing and I heard yesterday from IBM's Rob Ingram about Lotus Sametime 8.5, the real-time collaboration product available on December 22. Lotus Sametime is the client/server product that first made enterprise instant messaging a global possibility back in 1998.

This dot release is IBM's first major overhaul of its real-time messaging product in three years. (My take is that IBM kept the 8.x version number to align it with the current Notes/Domino version.) For those firms that understand the power of real-time collaboration tools -- the ability to get an immediate answer, hold a virtual ad hoc meeting, or ping someone without bothering them with a phone call -- this product is an important upgrade.

Why? Because it's got the core elements of click-to-conference -- not just instant messaging and presence -- baked into it. And for ad hoc collaboration, click-to-conference is a much richer and easier thing to do than loading up separate applications for instant messaging, video conferencing, and Web conferencing.

I think of click-to-conference is "the ability to have an ad hoc meeting supported with rich media whenever you are online." It includes these elements:

  • One click to send out an invitation via instant messaging.
  • One click to join a meeting.
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Advanced Analytics Predictions For 2010

James G. Kobielus By James Kobielus

As we bid adieu to one decade and move into the next, it’s important to catch our collective breath and to take a quick look ahead. Here are some quick thoughts on the trends that will shape advanced analytics in the year to come. These trends will set the stage for thoroughgoing transformation of business intelligence (BI), data warehousing (DW), predictive analytics (PA), data mining (DM), business activity monitoring (BAM), complex event processing (CEP), and other key analytics technologies in the Teens:

  • Self-service operational BI puts information workers in driver’s seat: Enterprises have begun to adopt self-service BI to cut costs, unclog the analytics development backlog, and improve the velocity of practical insights. Users are demanding tools to do interactive, deeply dimensional exploration of information pulled from enterprise data warehouses, data marts, transactional applications, and other systems.
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SharePoint 2010 Helps With Nagging Process Headaches

Craig LeClair Photo 9 22By Craig Le Clair

SharePoint 2010 unleashed a host of improvements for line of business (LOB), security and compliance, developers, and the data center. But unlike SharePoint 2007 that grouped a set of diverse technologies into a single platform, SharePoint 2010 takes dead aim at improving business processes by connecing people more directly to them. Visual Studio, SharePoint Designer, social features, enhancements to Visio and improved enterprise content management (ECM) support all directly benefit LOB process execution. SharePoint 2010 platform is not going to replace core transactional business process management (BPM) or provide needed infrastructure for continue improvement, but it will bring social computing into business and connect information workers to formerly siloed business processes.  The best news is Business Connectivity Services ehich allows -among other things - to more easily publish content from enterprise apps. and core transaction systems to SharePoint team sites and portals - and keep them live. This gets a rid of a host of non-value-added activity - copying, updating, moving to spreadsheets etc. that often plagued infromation workers. I've got a more indepth analysis of 2010 in  the works for January publication.

The Top Eight Customer Management Trends For 2010

William Band By William Band

As 2009 draws to a close, what are the key trends that customer management business process professionals need to pay attention to as you finalize your plans for next year?

Trend 1: Companies Return To Investing In Their Most Important Asset – Customers

Beginning in mid-2009, I have seen a strong up-tick in investment dollars being released by organizations intent on improving their customer management capabilities to capitalize on the economic up-turn. What are their key priorities? My most recent research shows that both B2B and B2C enterprises spotlight improved customer loyalty as their top goal. But, B2B companies are also intent on capturing new customers, while B2C companies obsess about improving the customer experience.

Trend 2: Social CRM Hype Reaches A Crescendo

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