We are seeing  firms migrating away from traditional IT-centric approaches. Why? They have to: Customers are now empowered — and companies are not. So you have to ask yourself a few questions:

• How long will packaged apps survive?
• How long will it take before customer engagement wins out over the desire to control?
• How do enterprises prepare to move to a federated deployment approach to meet process goals?

Federated deployments grab best-of-breed functions from the app Internet and SaaS-based solutions and use emerging technologies like dynamic case management, analytics, and collaboration. Figuring out how to implement these types of deployments to meet the business process needs companies will have in 2020 requires Big Thinking — and we will be addressing this as one of the main topics of discussion at Forrester’s Business Process Forum next week in Boston.