Use Enterprise Suites For Best Practices; Use BPM Suites For Transformation

In June, Forrester convened a roundtable of some of its leading thought leaders on business process and customer experience to discuss empowering customers through business process transformation. This is also the topic of Forrester's Business Process Forum later in September and our Tweet Jam on September 8 from 11:30 am to 12:30 pm ET (hashtag: #BPF11).

What follows is an excerpt from that discussion. For more, download a free copy of the Forrester report “Empower Customers By Transforming Business Processes” (site registration required).

Connie Moore: Where are enterprise suites going now that the game-changers — mobile, cloud and social — are giving new life to some apps that were looking long in the tooth? Do you think that big enterprise suites like CRM or ERP can empower customers, or do they automate the status quo? If they merely automate the status quo, how do you deliver business transformation?

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What Will Business Processes Look Like In 2020?

Have you ever thought seriously about the future of business processes? If not, it’s time to. With trends coming at us fast and furious — business transformation, the age of the customer, mobility, cloud, social, process outsourcing — processes of the future will look very different from how we work today.

Forrester is in the process (pardon the pun) of looking at business processes in 2020. We’ve interviewed 10 major thought leaders at large global organizations and a number of systems integrators and vendors in the BPM space. Wow, have we learned a lot from these deep thinkers! Many of the trends they identified are already being actively worked on in their companies — so these are not just pipe dreams — and include:

  • A major strategic alignment between business process transformation and customer experience
  • Very little concern about technology issues — because they believe the technology will work well (and this is not what keeps them up at night even now)
  • A major focus on standardizing processes across the globe so that work can easily flow to the lowest-cost labor at any given moment
  • The belief that processes will run in the cloud (private or public) and that businesses will consume processes-as-a-platform
  • A strong conviction that IT will largely vanish into the business
  • The need for access to global talent pools driving some of the need for business process transformation
  • The expectation that being dynamic and turning on a dime will be critically important
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