BPMS as a Platform for Customer Obsession – The Alpha Card Story

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Friday, March 11, 2016
08:00 PM - 09:00 PM GMT
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Organisations across all industries are challenged with both modernising and differentiating their customer experience. Forrester Research indicates that using digital channels to acquire, retain, and service customers is the top business priority today. Some categorise this as a need to move from customer-focused to customer-obsessed. It is in this context that forward-thinking organisations are asking business process management (BPM) platforms to move beyond their traditional focus on operational efficiency and cost improvements to help empower CX stakeholders to deliver seamless, agile, smarter customer service.
By joining this interactive session, you will gain practical insights as to:

• How to ready your business for customer-centric BPM
• 5 key steps to maximize BPM ROI
• How to build rapid processes while avoiding common pitfalls

Join to learn how one can tie performance goals, gain commitment, encourage learning and drive results company wide.


Darren Hart
Chief Information Officer
Alpha Card

Darren Hart has an extensive background working in Blue Chip industries including IBM, Ernst & Young and currently Alpha Card – a joint venture between American Express and BNP Paribas Fortis.

Clay Richardson

Forrester Research

Clay serves Business Process professionals at Forrester Research and is a leading expert on business process management software, services, and methodologies. Clay delivers strategic guidance to Business Process professionals seeking to improve collaborative and operational business processes. Clay specifically helps enterprises establish BPM strategies, governance standards, and BPM centers of excellence; identify Agile and Lean methodologies best suited for BPM projects; and establish vendors and technologies that help automate and optimize mission-critical business processes.

Clay comes to Forrester with many years of experience in business process improvement projects, BPM platforms and solutions selection, systems analysis and design, and project management for enterprise software implementations. Clay has led projects to successfully deploy BPM solutions for government and commercial organizations around the world and has specialized in helping create BPM Centers of Excellence.