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OPINION & ANALYSIS TRACK
SMART PROCESS APPS--SERVICING
CUSTOMERS IN A DYNAMIC WORLD
Tuesday 3:30 - 4:30 PM
Craig Le Clair
...
© 2013 Forrester Research, Inc. Reproduction Prohibited 2
Something is wrong when there is 70%
Fortune 1000 turnover withi...
© 2013 Forrester Research, Inc. Reproduction Prohibited 3
(Performed adequately)
(Performed adequately)
(Performed adequat...
© 2013 Forrester Research, Inc. Reproduction Prohibited 4
And focus –without the ability to adapt – is not
sufficient
(Abs...
© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Stable
Competitive
AdvantageAgility Advantage
Being Good At What...
Enterprises Need To Be Agile In Two Ways -
Awareness and Execution
Awareness
Execution
Paralyzed Formidable
Clueless Dange...
Business Agility Requires Excellence In Ten
Dimensions That Cover The Entire Enterprise
Awareness and Execution scores lag for most
companies…
PA
I
SI
DP
CI
PA
BI
IE
SC
SI
KD
CM
DP
CI
MR
…but not all - Discover Financial Services
scored highly across all dimensions
PA
BI
IE
SC
SI
KD
DP
PA
DPCI
MR
PA
BI
IE CM...
And performance did not disappoint
Consumer
finance
industry
Discover
Card
© 2013 Forrester Research, Inc. Reproduction Prohibited 11
Process Agility Requires Awareness And
Execution in ECM, BPM, D...
See the March 26, 2013, “Selecting Tools That Enable Agility” report.
Business intelligence is not connecting with the
bus...
But in some cases it’s connecting – big time - even oil
tankers can be agile
and software innovation is also dangerous
SI
› Low Awareness – Gaining real-time feedback
› High Execution - Improved abil...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Emerging Content Platform Will Require BPM,
Capture, ECM and Conte...
© 2013 Forrester Research, Inc. Reproduction Prohibited 16
FIX
HL7
UCCNET
Dynamic
apps
SCM
PLMCRM
ERP
Unstructured and
sem...
A Vision Of Domain-Specific And Eventually
Transparent Content Services
January 2013 “Trends In Mobility, Cloud Computing,...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Related Markets In Different Phases of Growth And
decline
Profit
T...
Business Process Management Suites Become A
Platform For Smart Process Apps
Production
Straight through
follows the
happy path
75-80%
Ad hoc Requires ad hoc interactions to
resolve exceptions2-4%
Un...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Source: Forrester Research SPA Market Forecast, November 2012
Glob...
Multi-channel
Communications
of relevant
information
Image Source: Forrester Research
Smart process apps will emerge that ...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Top Content Use Cases In Financial Services
Source: Forrsights Bud...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Top Content Use Cases In Government
1. Constituent Communications
...
© 2012 Forrester Research, Inc. Reproduction Prohibited
Top Content Use Cases In Healthcare
1. Virtual Repository for Heal...
Digital Disruption Generates Better Ideas, Faster
October 2011 “The Disruptor’s Handbook”
Embrace Simplicity And Focus On Primary Needs
“ Simple can be harder than
complex: You have to work
hard to get your think...
© 2013 Forrester Research, Inc. Reproduction Prohibited 29
Key Take-aways
› Business Agility Is The Foundation For
Sustain...
Thank you
Craig LeClair
cleclair@forrester.com
Smart process apps servicing customers in a dynamic world, Forrester
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Smart process apps servicing customers in a dynamic world, Forrester

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Smart process apps--servicing customers in a dynamic world

Principle Analysist

Global Directions 2013

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  1. 1. OPINION & ANALYSIS TRACK SMART PROCESS APPS--SERVICING CUSTOMERS IN A DYNAMIC WORLD Tuesday 3:30 - 4:30 PM Craig Le Clair Vice President, Principal Analyst
  2. 2. © 2013 Forrester Research, Inc. Reproduction Prohibited 2 Something is wrong when there is 70% Fortune 1000 turnover within the last decade *Built to Change Edward Lawler, Christopher Wiley 65% 30% 35% 70% 1973 - 1983 2003-2013 New companies on F1000 in decade New companies on F1000 in decade
  3. 3. © 2013 Forrester Research, Inc. Reproduction Prohibited 3 (Performed adequately) (Performed adequately) (Performed adequately) (Only company on list to outperform) Seven characteristics to go from “good to great“ are not enough Investing in the portfolio of those 11 great companies covered in 2001 would result in underperforming the S&P 500
  4. 4. © 2013 Forrester Research, Inc. Reproduction Prohibited 4 And focus –without the ability to adapt – is not sufficient (Absorbed by DHL) (Underperforming – missed mobile market) (Revenues declining, 2014 loss of $3B) (Underperforming in segment)
  5. 5. © 2013 Forrester Research, Inc. Reproduction Prohibited 5 Stable Competitive AdvantageAgility Advantage Being Good At What You Do Is Essential – But No Longer Enough
  6. 6. Enterprises Need To Be Agile In Two Ways - Awareness and Execution Awareness Execution Paralyzed Formidable Clueless Dangerous
  7. 7. Business Agility Requires Excellence In Ten Dimensions That Cover The Entire Enterprise
  8. 8. Awareness and Execution scores lag for most companies… PA I SI DP CI PA BI IE SC SI KD CM DP CI MR
  9. 9. …but not all - Discover Financial Services scored highly across all dimensions PA BI IE SC SI KD DP PA DPCI MR PA BI IE CM SI SC KD
  10. 10. And performance did not disappoint Consumer finance industry Discover Card
  11. 11. © 2013 Forrester Research, Inc. Reproduction Prohibited 11 Process Agility Requires Awareness And Execution in ECM, BPM, Dynamic Case Management, Business Intelligence, And Deployment Of Smart Process Apps.
  12. 12. See the March 26, 2013, “Selecting Tools That Enable Agility” report. Business intelligence is not connecting with the business BI › High Awareness – Strong investment in skills and technology › Low Execution –Analytics not exploited by the business
  13. 13. But in some cases it’s connecting – big time - even oil tankers can be agile
  14. 14. and software innovation is also dangerous SI › Low Awareness – Gaining real-time feedback › High Execution - Improved ability to develop and deploy software
  15. 15. © 2012 Forrester Research, Inc. Reproduction Prohibited Emerging Content Platform Will Require BPM, Capture, ECM and Content Analytics Production On Demand Multi-ChannelCapture DCM BPM Market Integration Traditional Mobile Enterprise Content Management
  16. 16. © 2013 Forrester Research, Inc. Reproduction Prohibited 16 FIX HL7 UCCNET Dynamic apps SCM PLMCRM ERP Unstructured and semi-structured Master data management Data warehouse Context and meaning Structured and complex data Data exchange Content Analytics Technologies push scope beyond documents Email PDF XML Word Fax Exce l
  17. 17. A Vision Of Domain-Specific And Eventually Transparent Content Services January 2013 “Trends In Mobility, Cloud Computing, and Analytics Shake Up ECM”
  18. 18. © 2012 Forrester Research, Inc. Reproduction Prohibited Related Markets In Different Phases of Growth And decline Profit Time Emerging Phase Growth Phase Mature Phase Decline Phase Production On Demand Content Transformation Mobile Smart Process Apps BPM
  19. 19. Business Process Management Suites Become A Platform For Smart Process Apps
  20. 20. Production Straight through follows the happy path 75-80% Ad hoc Requires ad hoc interactions to resolve exceptions2-4% Unique problem, requiring supervision 1-2%Opportunity for differentiation Limitation of packaged apps The cost of doing business Enterprises Attack The Top Of The Pyramid Structured Collaboration Requires interaction with colleagues15-18% Custom Extensions
  21. 21. © 2012 Forrester Research, Inc. Reproduction Prohibited Source: Forrester Research SPA Market Forecast, November 2012 Globally, the SPA Market Shows Growth Across Verticals 2010 2011 2012 2013(F) 2014(F) 2015(F) CAGR Industrial & Energy Products $ 709.47 $ 843.79 $ 1,004.12 $ 1,200.32 $ 1,418.87 $ 1,649.75 18.39% Transportation & Logistics $ 446.94 $ 535.20 $ 619.90 $ 751.85 $ 880.59 $1,113.54 20.03% Utilities $ 358.33 $ 415.46 $ 527.89 $ 655.51 $ 777.30 $ 945.24 21.41% Financial Services $ 1,368.89 $1,553.71 $ 1,899.15 $2,399.67 $2,872.44 $ 3,257.30 18.93% Insurance $ 651.78 $ 723.77 $ 833.13 $1,050.88 $ 1,291.56 $ 1,531.18 18.63% Healthcare $ 422.24 $ 506.51 $ 602.47 $ 764.56 $ 954.65 $ 1,157.63 22.35% Government $ 1,204.21 $ 1,433.53 $ 1,680.42 $ 2,021.13 $ 2,458.97 $ 2,952.51 19.65% I&E Products Trans & Log Financial Services Utilities Insurance Smart Process App Market (US$ millions) $0 $2,000 $4,000 $6,000 $8,000 $10,000 $12,000 $14,000 Government Healthcare
  22. 22. Multi-channel Communications of relevant information Image Source: Forrester Research Smart process apps will emerge that are designed for people and built for change
  23. 23. © 2012 Forrester Research, Inc. Reproduction Prohibited Top Content Use Cases In Financial Services Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011 1. Retail Customer Service 2. Account Opening 3. Risk Management 4. Product Processing 5. Regulatory Reporting “What are your company's three most important industry priorities?” [Banking industry]
  24. 24. © 2012 Forrester Research, Inc. Reproduction Prohibited Top Content Use Cases In Government 1. Constituent Communications 2. Citizen Self Service 3. Candidate Management 4. Contracts Management 5. Care/Service Coordination Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011 “What are your company's three most important industry priorities?” [Federal government]
  25. 25. © 2012 Forrester Research, Inc. Reproduction Prohibited Top Content Use Cases In Healthcare 1. Virtual Repository for Health Information 2. Discharge Summary and Management 3. Collections Case Management 4. Case-based Care Coordination 5. Investigative Case Management (RAC Audits) Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011 “What are your company's three most important industry priorities?” [Healthcare industry]
  26. 26. Digital Disruption Generates Better Ideas, Faster October 2011 “The Disruptor’s Handbook”
  27. 27. Embrace Simplicity And Focus On Primary Needs “ Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.”
  28. 28. © 2013 Forrester Research, Inc. Reproduction Prohibited 29 Key Take-aways › Business Agility Is The Foundation For Sustained Competitive Advantage › Agile Businesses Excel Across Ten Dimensions That Cover The Entire Enterprise › Process Capabilities ECM, BPM, DCM, and BI Can Help Master Process Agility Dimensions › SPAs – Where Focus Beats Scope - Will Lead The Software Industry
  29. 29. Thank you Craig LeClair cleclair@forrester.com
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