smart process apps servicing customers in a dynamic world, forrester
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Opinion and Analytics track Smart process apps--servicing customers in a dynamic world Principle Analysist Global Directions 2013TRANSCRIPT
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OPINION & ANALYSIS TRACK
SMART PROCESS APPS--SERVICING
CUSTOMERS IN A DYNAMIC WORLD
Tuesday 3:30 - 4:30 PM
Craig Le Clair
Vice President, Principal Analyst
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Something is wrong when there is 70%
Fortune 1000 turnover within the last decade
*Built to Change Edward Lawler, Christopher Wiley
65%
30%
35% 70%
1973 - 1983 2003-2013
New companies
on F1000 in
decade New companies
on F1000 in
decade
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(Performed adequately)
(Performed adequately)
(Performed adequately)
(Only company on list to outperform)
Seven characteristics to go from “good to great“ are not enough
Investing in the portfolio of those 11 great companies covered in 2001 would
result in underperforming the S&P 500
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And focus –without the ability to adapt – is not sufficient
(Absorbed by DHL)
(Underperforming – missed mobile market)
(Revenues declining, 2014 loss of $3B)
(Underperforming in segment)
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Stable
Competitive
Advantage Agility Advantage
Being Good At What You Do Is Essential – But No Longer Enough
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Enterprises Need To Be Agile In Two Ways - Awareness and Execution
Aw
are
ne
ss
Execution
Paralyzed Formidable
Clueless Dangerous
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Business Agility Requires Excellence In Ten Dimensions That Cover The Entire Enterprise
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Awareness and Execution scores lag for most companies…
PA I
SI
DP
CI
PA
BI
IE
SC
SI
KD
CM
DP
CI
MR
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…but not all - Discover Financial Services scored highly across all dimensions
PA
BI
IE
SC
SI
KD DP
PA
DP CI
MR
PA
BI
IE CM
SI
SC KD
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And performance did not disappoint
Consumer
finance
industry
Discover
Card
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Process Agility Requires Awareness And
Execution in ECM, BPM, Dynamic Case
Management, Business Intelligence, And
Deployment Of Smart Process Apps.
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See the March 26, 2013, “Selecting Tools That Enable Agility” report.
Business intelligence is not connecting with the business
BI
› High Awareness – Strong investment in skills and
technology
› Low Execution –Analytics not exploited by the
business
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But in some cases it’s connecting – big time - even oil tankers can be agile
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and software innovation is also dangerous
SI
› Low Awareness – Gaining real-time feedback
› High Execution - Improved ability to develop
and deploy software
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Emerging Content Platform Will Require BPM, Capture, ECM and Content Analytics
15
Production
On Demand
Multi-ChannelCapture
DCM
BPM Market
Inte
gra
tion
Tra
ditio
nal
Mobile
Enterprise Content
Management
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FIX HL7
UCCNET
Dynamic apps
SCM
PLM CRM
ERP
Unstructured and semi-structured
Master data management
Data warehouse
Context and meaning
Structured and
complex data
Data exchange
Content
Analytics
Technologies push scope beyond documents
XML
Word
Fax
Exce
l
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A Vision Of Domain-Specific And Eventually Transparent Content Services
January 2013 “Trends In Mobility, Cloud Computing, and Analytics Shake Up ECM”
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Related Markets In Different Phases of Growth And decline
18
Profit
Time
Emerging Phase Growth Phase Mature Phase Decline Phase
Production
On Demand
Content
Transformation Mobile
Smart
Process
Apps
BPM
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Business Process Management Suites Become A
Platform For Smart Process Apps
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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
Enterprises Attack The Top Of The Pyramid
Structured
Collaboration Requires interaction with colleagues 15-18% Custom
Extensions
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Source: Forrester Research SPA Market Forecast, November 2012
Globally, the SPA Market Shows Growth Across Verticals
2010 2011 2012 2013(F) 2014(F) 2015(F) CAGR
Industrial & Energy Products $ 709.47 $ 843.79 $ 1,004.12 $ 1,200.32 $ 1,418.87 $ 1,649.75 18.39%
Transportation & Logistics $ 446.94 $ 535.20 $ 619.90 $ 751.85 $ 880.59 $1,113.54 20.03%
Utilities $ 358.33 $ 415.46 $ 527.89 $ 655.51 $ 777.30 $ 945.24 21.41%
Financial Services $ 1,368.89 $1,553.71 $ 1,899.15 $2,399.67 $2,872.44 $ 3,257.30 18.93%
Insurance $ 651.78 $ 723.77 $ 833.13 $1,050.88 $ 1,291.56 $ 1,531.18 18.63%
Healthcare $ 422.24 $ 506.51 $ 602.47 $ 764.56 $ 954.65 $ 1,157.63 22.35%
Government $ 1,204.21 $ 1,433.53 $ 1,680.42 $ 2,021.13 $ 2,458.97 $ 2,952.51 19.65%
I&E Products
Trans & Log
Financial
Services
Utilities
Insurance
Smart
Process App
Market
(US$ millions)
21
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
Government
Healthcare
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Multi-channel Communications of relevant information
Image Source: Forrester Research
Smart process apps will emerge that are designed for
people and built for change
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Top Content Use Cases In Financial Services
Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011
1. Retail Customer Service
2. Account Opening
3. Risk Management
4. Product Processing
5. Regulatory Reporting
“What are your company's three most important industry
priorities?” [Banking industry]
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Top Content Use Cases In Government
1. Constituent Communications
2. Citizen Self Service
3. Candidate Management
4. Contracts Management
5. Care/Service Coordination
Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011
“What are your company's three most important industry
priorities?” [Federal government]
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Top Content Use Cases In Healthcare
1. Virtual Repository for Health Information
2. Discharge Summary and Management
3. Collections Case Management
4. Case-based Care Coordination
5. Investigative Case Management (RAC
Audits)
Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011
“What are your company's three most important industry
priorities?” [Healthcare industry]
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Digital Disruption Generates Better Ideas, Faster
October 2011 “The Disruptor’s Handbook”
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Embrace Simplicity And Focus On Primary Needs
“ Simple can be harder than
complex: You have to work
hard to get your thinking
clean to make it simple. But
it’s worth it in the end
because once you get there,
you can move mountains.”
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Key Take-aways
› Business Agility Is The Foundation For Sustained Competitive Advantage
› Agile Businesses Excel Across Ten Dimensions That Cover The Entire Enterprise
› Process Capabilities ECM, BPM, DCM, and BI Can Help Master Process Agility Dimensions
› SPAs – Where Focus Beats Scope - Will Lead The Software Industry