Converging trend lines across Consumerization, Social, Mobile and Cloud computing present a wellspring of new opportunities for engaging customers and empowering knowledge workers. Yet while it is the truly the combined impact of these trends that is collectively so profound, it is hard to argue against the notion that Mobile stands out as the singularly most disruptive matter.
The influx of mobile devices has already begun to change business processes and interaction patterns faster than many existing applications can keep pace. Mobile devices (both tablets and smartphones) are rapidly becoming the dominant form of personal computing, and for a growing segment of many markets, it is the primary (of not sole) interface to customers. Yet few enterprise are fully leveraging the truly transformative opportunity presented by having a 24/7 persistent connection to their customers.
How will you keep pace and still innovate in the post-relational, post-PC, Internet of Everything digital marketplace? BPM offers a critical leverage point for enabling this transformation. This presentation explores how BPM has emerged as the most promising platform for enabling customers and knowledge workers to interact with your business via mobile apps. BPM is uniquely able to smooth the user experience and coordinate the process-level integration to existing systems that provide content and context.
Some topics addressed in this presentation:
• How the "richness" of the user experience that mobile apps offer will alter the behavior of the underlying processes, forcing the process to bring together content and manage context, often quite different than existing interaction patterns.
• Why despite an “always connected” metaphor, engaging with customers over mobile devices will require mission critical apps to be re-architected to accommodate intermittent connections.
The role of process governance with social collaboration and mobile communications in the context of FINRA and SEC compliance.
• How to leverage the combined strength of mobile apps and the “transactional thread” of BPM to ensure that “state” is maintained in multi-step processes, from the cloud to the contact center to back-office operations.
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