Routine operations can no longer be routine
Fast. Cheap. Good. Remember when you got to pick two out of three? On a smarter planet, customers expect all three – and more. Your routine operations - opening accounts, determining eligibility, managing claims – can differentiate you and grow market share. Today’s customers want five-star treatment at every touch point. Can you turn routine operations into competitive advantage?
How do you manage your resources and constraints – your people, value chain, policies, regulations, and business technology – to create positive engagement with customers at every touch point?
Acquiring and retaining customers is harder than it used to be, and customer experience is a important as your products and services. Customers expect their banks, insurance companies, hospitals and utilities to be as easy to do business with as their favorite online retailer. Government services must rise to this challenge as well. Consumers and citizens expect perfect service, every time and through every channel.
Process has evolved over 3 major eras:
- Process had its origins automating assembly lines for mass production at scale
- Process reengineering helped companies optimize to cut costs
- Today process is at an inflection point, disrupted by the forces of mobile, social, cloud and big data analytics
At a time when customers are switching service providers faster than ever, processes must not only be automated and optimized, they must be customer-centric
BMI uses IBM BPM, decision management, analytics and master data management to help power the music industry
Vice President, Business Process and Decision Management
Worldwide Marketing Program Director, Smarter Process, BPM and Decision Management