Tackling “Untamed Processes” to Transform Your Customers’ Experience

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Friday, May 10, 2013
11:00 AM - 12:00 PM EDT
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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.


Andrew Bartels
Vice President and Principal Analyst
Forrester Research, Inc.

Andy is a member of Forrester's Business Technology Futures team, which looks at the long-term business impact of information technology. His research focus is on smart computing and analytics and tech-driven business transformation, analyzing the shifting economics of the industry, including spending, budgeting, and the influence of macroeconomic trends.He also researches the growing customization of IT systems for industry-specific applications, especially in the utilities, energy, and professional services sectors. He is also a thought leader in the sourcing and procurement technology markets.

Andy has extensive experience in the technology market and in strategic planning, both as an analyst and a practitioner in the business world. He came to Forrester through its acquisition of Giga Information Group in 2003, where he had worked as a vice president and research leader since 1998. Prior to joining Giga, Andy held a variety of vice president positions at American Express in the chairman's office, technologies, strategic planning, and re-engineering. Before joining American Express, Andy worked as an economist, writer, and editor for various organizations, including Shearson Lehman Brothers; the US House of Representatives' Committee on Banking, Finance, and Urban Affairs; and the Council on Wage and Price Stability in the Executive Office of the President.

Martyn Christian
Chief Marketing Officer

Martyn Christian is Chief Marketing Officer at Kofax. He is responsible for all marketing initiatives, including brand, product, industry and field marketing functions. Martyn has more than 25 years of marketing and general management experience within the software industry. Prior to joining Kofax, he served as Director of Marketing Programs (UK & Ireland) and Vice President of ECM Marketing at IBM. Prior to that, he was Chief Marketing Officer at FileNet Corporation, where he spent 18 years in a wide range of marketing and sales roles in Europe and the U.S. He holds a Bachelor of Arts in Business Studies from Coventry University, is a member of the Chartered Institute of Marketing and is a Fellow and former Chair of the Association for Information and Image Management (AIIM).