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Opinion and Analytics track …

Opinion and Analytics track

Smart process apps--servicing customers in a dynamic world

Principle Analysist

Global Directions 2013

More in: Business
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  • 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. © 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. © 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. © 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. © 2013 Forrester Research, Inc. Reproduction Prohibited 5 Stable Competitive AdvantageAgility Advantage Being Good At What You Do Is Essential – But No Longer Enough
  • 6. Enterprises Need To Be Agile In Two Ways - Awareness and Execution Awareness Execution Paralyzed Formidable Clueless Dangerous
  • 7. Business Agility Requires Excellence In Ten Dimensions That Cover The Entire Enterprise
  • 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. …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. And performance did not disappoint Consumer finance industry Discover Card
  • 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. 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. But in some cases it’s connecting – big time - even oil tankers can be agile
  • 14. and software innovation is also dangerous SI › Low Awareness – Gaining real-time feedback › High Execution - Improved ability to develop and deploy software
  • 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. © 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. A Vision Of Domain-Specific And Eventually Transparent Content Services January 2013 “Trends In Mobility, Cloud Computing, and Analytics Shake Up ECM”
  • 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. Business Process Management Suites Become A Platform For Smart Process Apps
  • 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. © 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. 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. © 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. © 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. © 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. Digital Disruption Generates Better Ideas, Faster October 2011 “The Disruptor’s Handbook”
  • 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. © 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. Thank you Craig LeClair cleclair@forrester.com