Tackling “Untamed Processes” to Transform Your Customers’ Experience
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It's the wild west out there and your customer facing processes are on the loose! Find out how to tame them in this webinar featuring Forrester VP and principal analyst Andrew Bartels. There's gold in them thar processes...
Whether opening a new account, filing a claim, or accessing medical records, your customers expect speed, convenience, transparency and security. The problem is that many customer processes are people and information intensive, variable, loosely structured, and subject to frequent change. These are the untamed processes that lurk in every company. Worse, your employees have to move between multiple systems and manual paper-based activities that can result in errors and delays, unacceptable to in today’s era of uber-connected and time-sensitive consumers.
So how can you address the challenge of taming these highly variable and unstructured processes in order to make sustained improvements to your customers’ experience?
In this webinar, Andrew Bartels, Vice President and Principal Analyst at Forrester Research provides an overview of a new category of software application – which Forrester has termed Smart Process Applications – that can help support processes that were once difficult to reign in with traditional approaches.
Join this webinar to:
- Explore the continuum of different types of processes inherent in organizations (e.g. structured versus unstructured, high frequency versus low frequency etc.) and why you need new approaches to address these different types of processes
- Learn what Smart Process Applications are and how they can be applied to supporting unstructured and highly variable processes
- Understand the characteristics of a Smart Process Application and hear what to look for in a vendor
- Identify ways that Smart Process Applications can help bridge the gap between systems of customer engagement and systems of record and look at an example of how they works
This webinar took place on 17 July 2013 and is now available on demand. Once you've registered you'll receive a link to watch it at your conveniance.