Business Process Management

Four Game Changers Redefining Business Process Management

This FREE webinar was recorded on:
Wednesday, May 23, 2012
11:00 AM - 12:00 AM EDT
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The key trends that are changing the way business is done

Social media, cloud computing, mobility, software as a service – unless you’ve been living with your head in the sand you’ve probably heard it said that these trends are fundamentally changing the way businesses is done. But what exactly do they mean for process improvement?

Consider this: if Toyota had been paying attention to social media when customers were having trouble with sudden acceleration, the company would have identified the problem much earlier and could have taken corrective action. Perhaps incorporating social media into a continuous improvement framework would have saved Toyota’s CEO from being hauled in front of American lawmakers?

In this webinar, Connie Moore, VP of Research at Forrester research shares insights into how some of these key technology trends are rewriting the rulebook for process management and improvement.

Join this webinar to:

  • Understand the key “game changers” for business process management –  including social, mobile, cloud, and software as a service - and how they are fundamentally changing the way that companies are able to support and interact with their customers
  • Look how process needs to be the foundation that underpins everything businesses are trying to achieve with technology
  • Explore what “systems of engagement” are and why they hold the key to the future business -led technology innovation
  • Hear practical case studies on how companies like Starbucks and Carphone Warehouse are putting these technologies to use to improve operational efficiency and support the customer experience



Connie Moore
Vice President, Research Director

Connie serves Business Process professionals and leads a team that provides advice and research focused on application strategy, business process management, customer relationship management, human resource management, and financial processes. Connie's recent research efforts have focused on Lean thinking and dynamic business applications that support designing for people and building for change through the intersection of business process management, the Information Workplace, and Web 2.0.

Connie came to Forrester through its acquisition of Giga Information Group in 2003. She has more than 25 years of experience in the IT industry and has been an analyst for 19 years. Most of her research focuses on business process management and business optimization. Prior to joining Giga, Connie managed BIS Strategic Decisions' European IT consulting group, headquartered in the United Kingdom. Before then, Connie was vice president of product marketing at TDC (now part of BancTec), a manufacturer of high-end document capture systems. She was also a manager with Andersen Consulting (now Accenture), specializing in document management, document imaging, and end user computing. Earlier, Connie was with Wang Laboratories, where she managed Wang's technical support resources for the US Department of Defense and intelligence agencies. She began her career in IT and management at Mathematica Policy Research.

Connie is the co-champion of Forrester's 2009 Business Technology Forum with its theme of "Lean: The New Business Technology Imperative." Connie also co-championed Forrester's 2007 Technology Leadership Forum with the theme of "Design for People, Build for Change" and Forrester's 2008 Technology Leadership Forum, themed as "Embrace Technology Chaos, Deliver Business Results." Connie is a widely sought speaker. She has keynoted at many industry events, chaired 10 business process and workflow conferences in Europe and the United States, and co-chaired Giga's "Leveraging Knowledge" conference. Connie also served as a director of AIIM International, the premier association for the content management industry and is a member of the Association of Business Process Management Professionals.

Connie attended the University of North Carolina at Chapel Hill and holds a B.A. in political science and history from East Carolina University and an M.B.A. in information systems from George Washington University.