Transform 2014: Aligning to Your Customer's Systems of Engagement

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We have entered a new "Age of the Customer", where mobile devices are a new norm of customer interaction and cloud computing is quickly gaining ground. During this Kofax Transform 2014 session, Craig LeClair of Forrester Research, explained why your organization must adjust to the new Systems of Engagement your customers are quickly adopting. Learn what steps your organization must consider to engage your customers better and compete more effectively.

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Transform 2014: Aligning to Your Customer's Systems of Engagement

  1. 1. Systems of Engagement Craig Le Clair Vice President and Principal Analyst March 10, 2014
  2. 2. © 2013 Forrester Research, Inc. Reproduction Prohibited We Have Entered The Age Of The Customer October 2013 “Competitive Strategy In The Age Of The Customer”
  3. 3. 79% Inflexibility limits change 84% Lack of process visibility 85% Needs mismatch apps Survey of 120 Business Process Pros, Sept 2011 Today’s bloated software will not get us to new systems of engagement
  4. 4. February 2012 “Mobile Is The New Face Of Engagement” Technology: Systems Of Engagement Are The Future Of Technology-Led Business Innovation
  5. 5. New Systems Of Engagement Will Reshape European Software Priorities August 2012 “Forrsights : European Companies Start To Embrace New Systems Of Engagement”
  6. 6. Business Teams Use A Range Of Systems Of Engagement- Related Technologies May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
  7. 7. Business Teams Use A Range Of Systems Of Engagement-Related Technologies (Cont.) May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
  8. 8. 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 The large majority of real work goes into handling exceptions Structured Collaboration Requires interaction with colleagues15-18% Custom Extensions
  9. 9. © 2013 Forrester Research, Inc. Reproduction Prohibited 10 And Incorporate Smart Process Technologies Source: “Smart Process Apps – One Year Later,” Forrester Research, Inc., December 10, 2013
  10. 10. Untamed business processes need smart process apps
  11. 11. © 2012 Forrester Research, Inc. Reproduction Prohibited Source: Forrester Research SPA Market Forecast, November 2012 SPA Will Focus On Industry Solutions I&E Products Trans & Log Financial Services Utilities Insurance Smart Process App Market (US$ millions) 12 $0 $2,000 $4,000 $6,000 $8,000 $10,000 $12,000 $14,000 Government Healthcare
  12. 12. Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products February 2012 “Mobile Is The New Face Of Engagement”
  13. 13. Customer On-boarding
  14. 14. Claims Processing  Help me with shopp  Sign me up  Engage in my healt  Pay my claims  Solve my issues
  15. 15. Invoice Processing
  16. 16. Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products February 2012 “Mobile Is The New Face Of Engagement”

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