transform 2014: aligning to your customer's systems of engagement

Systems of Engagement

Craig Le Clair Vice President and Principal Analyst

March 10, 2014

© 2013 Forrester Research, Inc. Reproduction Prohibited

We Have Entered The Age Of The Customer

October 2013 “Competitive Strategy In The Age Of The Customer”

79% Inflexibility limits

change

84% Lack of process

visibility

85% Needs mismatch

apps

Survey of 120 Business Process Pros, Sept 2011

Today’s bloated software will not get us to new systems of engagement

February 2012 “Mobile Is The New Face Of Engagement”

Technology: Systems Of Engagement Are The Future Of Technology-Led Business Innovation

New Systems Of Engagement Will Reshape European Software Priorities

August 2012 “Forrsights : European Companies Start To Embrace New Systems Of Engagement”

Business Teams Use A Range Of Systems Of Engagement-Related Technologies

May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

Business Teams Use A Range Of Systems Of Engagement-Related Technologies (Cont.)

May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

Production

Straight through follows the happy path

75-80%

Ad hoc Requires ad hoc interactions to resolve exceptions 2-4%

Unique problem, requiring supervision 1-2% Opportunity for

differentiation

Limitation of packaged

apps

The cost of doing business

The large majority of real work goes into handling exceptions

Structured Collaboration

Requires interaction with colleagues 15-18%

Custom Extensions

© 2013 Forrester Research, Inc. Reproduction Prohibited 10

And Incorporate Smart Process Technologies

Source: “Smart Process Apps – One Year Later,” Forrester Research, Inc., December 10, 2013

Untamed business processes need smart process apps

© 2012 Forrester Research, Inc. Reproduction Prohibited

Source: Forrester Research SPA Market Forecast, November 2012

SPA Will Focus On Industry Solutions

I&E Products

Trans & Log

Financial Services

Utilities

Insurance

Smart Process App

Market (US$ millions)

12

$0

$2,000

$4,000

$6,000

$8,000

$10,000

$12,000

$14,000

Government

Healthcare

Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products

February 2012 “Mobile Is The New Face Of Engagement”

Customer On-boarding

Claims Processing

Help me with shopp Sign me up Engage in my healt Pay my claims Solve my issues

Invoice Processing

Systems Of Engagement Empower People, Accelerate Decisions, And Energize Products

February 2012 “Mobile Is The New Face Of Engagement”