BPM is the place where IT and the business meet. But what good is IT if the customer is unhappy? It doesn’t matter whether we’re talking about internal or external customers, a poor customer experience eventually means lost revenue—while a good experience means increased competitive advantage.
So what does this have to do with BPM? And why are we talking about this now in 2015? Because this year brings increased convergence and focus on mobile technology, the cloud and business optimization that emphasizes the customer experience. There’s nothing earth shattering about these trends. What is changing the name of the game is the increasing relevancy of these trends to the customer experience.
By moving everyday business activities into IT, BPM solutions can optimize processes that customers interact with on a regular basis. Businesses in some industries in particular continue to rely on siloed and manual processes—and they tend to frustrate customers.
Look no further than financial institutions. Customers don’t want 8-5 access to a teller—they want to deposit a check by taking a picture of it with their smartphone. Look at the cable industry. Customers are weary of spending hours on the phone—they’re used to Netflix now. They want to see programming on their schedule, minimize price fluctuation, and manage every aspect of their account online themselves.
Online banking is in. Streaming television is in. Self-service is in.
There is no better way to ensure future business success than to ensure your customers are happy. Businesses that look to the future will be the ones to survive and thrive. In order get there though, they’ll need processes that can go the distance. Get yours in shape with the latest trends from 2015.
For more information on BPM trends in 2015, register to view the recorded Gartner webinar: Digital Business: From Process Improvement to Driving Big Change. You can also check out our latest newsletter, Top BPM Trends for 2015: Mobile, Flexible, Simple