PEX Week Day 1: Customer Focus, Future Technology and Lightning-Fast Agility Underline the Future of PEX
PEX Week 2015 began today with a heightened sense of buzz and excitement as 500 process professionals assembled at the luxurious Bonnet Creek Hilton Hotel in Orlando, Florida. The focus for the Day 1 Key Note was the speed with which technology will drive process excellence, customer excellence and innovation throughout the next decade and beyond.
Jim Sinur, Business Process Expert, published author and former VP at Gartner, chaired the packed keynote evening, and he underlined the importance of responsive, customer-driven process and the benefits that process excellence will have across industries in coming years:
"The state of the industry right now is very good. You go into a process effort thinking you’re going to get one benefit, and what happens is you get five pop up, and that seems to be a common theme."
"It’s driven by customers, their service and how they want it. And they want it right away [...] It’s more about really keeping the customer, keeping them loyal, knowing who they are, looking at their journeys, looking at their behaviour."
In one of the highlights of the evening, Michael Lee, Global Process Executive at Rolls-Royce, shared a short presentation video, which highlighted some of the challenges and opportunities faced by manufacturers and business leaders worldwide, Michael went on to tell the Rolls-Royce story. A story of process excellence driven by holistic integration between problem resolution, continuous improvement and process ownership – and the positive impact this has had internally and externally on client and customer relationships.
Vanessa Lovatt, Managing Director of The Process Excellence Network, highlighted the importance of speed, efficiency and openly embracing new technology, "It’s time for you, as forward thinking PI professionals, to start looking more at how technology and big data can help your businesses, as both can make your processes far more robust and future-proof."
Peter Fingar, Author and former CIO at the University of Tampa, explained that technology is smarter than it has ever been before, highlighting BPM and how BPM platforms are making the leap from passive, input-driven software to intelligently thinking A.I. systems.
Marjorie Hook, Vice President, Global Business Process Management at HP explained why the customer is critical to a company turn-around, how maintaining customer focus can become a fundamental pillar in the future of your company’s success and how Hewlett-Packard are improving performance capability.
Stay tuned for Tuesday, at which point the conference gets into full swing, with presentations from Suzanne Ryder, Global Financial Processes Director at WPP, Angel Garcia, Vice President of Operational Excellence at the #1 Hispanic Network in the US, Sridhar Krishnan, Vice President of Global Operations at Catalent Pharma Solutions and many, many more.