Reimagining quality of BPM implementations for a great customer experience

Recently, I had the pleasure of hosting a webinar with Forrester analyst, Clay Richardson, and Venkata Ramana Lanka (LRV), Senior Director and Solutions Leader within the Independent Software Quality practice at Virtusa. The webinar with the topic “Embrace change, ADOPT for success” we discussed on the need to reimagine the process of quality assurance and 

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Promising event, PegaWORLD 2015 is expected to reveal the way ahead in shaping Digital Enterprises

Establishing customer centric processes is a key business driver for organizations today. Business and IT leaders are increasingly focused on enabling their enterprises to engage their customers – creating avenues for next best interactions, transforming the way in which they engage customers while staying competitive & keeping costs down. Constantly changing customer landscapes, ever changing 

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Client onboarding – The importance of business process assessment and optimization

Business process improvement and the implementation of business process management (“BPM”) technology can truly become a “cart before the horse” dilemma for many organizations. Software vendors and implementers are often called upon to deliver the nirvana state that they sold their customer on, by simply automating a process without considering the fact that the process 

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Moving from custom development to BPM platform

When an organization begins developing a custom application, they have multiple factors to consider such as the latest technology platform, methodology to be used, agility to make the enhancements, ability of business users to conceptualize and recommend, flexibility to change or enhance the application and to support the nexus of forces (social, mobility, analytics and 

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3 ways credit card providers can use BPM to enrich their service offerings and achieve business transformation

Business process management (BPM) in credit card services has covered credit card issuance, card servicing and bills management, but in 2014-2015 the focus is going to be more on better customer service, best in class case management systems and dispute management. With increasing security breaches and data thefts taking place in 2013, there are three 

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Regulatory compliance and risk management – Role of BPM in driving efficiencies and flexibility for financial services firms

I’m excited about participating as a panelist at the FSOkx BPM Innovation Forum on September 17th.There is so much change currently happening in the financial services industry and BPM is perfect to help meet the tremendous challenges ahead. In my 20+ years in the financial services industry, I have not seen so much change and 

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Client On-boarding: Leveraging BPM to Achieve Business Transformation

Successful organizations are not known for being complacent. They strive to improve themselves continuously. But that raises an issue; how does an organization identify weaknesses in their compliance, delivery and customer focus? In Frank Palermo’s recent blog Making Sense of Your Big Data with BPM: Turning Insights into Action, he discusses the convergence of Master 

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Are you Ready to Become a Dynamic Organization? Then its time to Embrace Disruption and Extend BPM across Your Organization!

Last week I was fortunate to be able to moderate a fantastic webinar, “Extending BPM across Your Organization” with some of the world’s best BPM experts, including Michele Cantara, Research VP at Gartner Research and Stuart Chandler, the Worldwide Head of BPM at Virtusa. Between them they have 50 some odd years of BPM experience 

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BPM is a Game Changer – Pegasystem’s PRPC Version 7, the Key Enabler

Before attending the recent Pegasystems’ PegaWORLD 2013 user conference, I asked the simple question: Is Business Process Management (BPM) really changing the game? I personally believe it has, proven by many of the organizations that I work with. Better yet, at PegaWORLD 2013, there was a much broader and greater acknowledgement of how technology is 

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BPM Product Evaluation: 10 Things to Consider during Tool Evaluation

BPM is no longer a buzzword. Companies have realized that BPM has become a core discipline for business success. BPM has broadened its horizon from a traditional workflow routing engine way back in 2000, to additional capabilities of Customer Relationship Management, Enterprise Application Integration, Document Management, Business Rule Engine, etc., all of which are combined 

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Making Sense of Your Big Data with BPM: Turning Insights into Action

In a previous blog post, I discussed the benefits of the convergence between Business Process Management (BPM) and Master Data Management (MDM). The basic concept was to leverage BPM as the data governance mechanism to ensure data quality, consistency and unification within the enterprise. The point really was that it is hard to optimize your 

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What’s a Business Process without Master Data?

While the linkage between business process management (BPM) and master data management (MDM) initiatives has been explored for some time, it’s only now that we’re beginning to see companies truly think about these initiatives as fully integrated programs. For quite some time, I have been a strong advocate for the convergence of BPM and MDM 

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BPM Evolution in 2012: Getting Closer to the Right Context of Work

In my last blog, I wrote about how ‘Social’ was revolutionizing BPM, providing a gateway for enhanced process efficiency, and in some ways influencing the way we ‘manage’ our process. In certain areas, 2011 was the doorway to the new influences on BPM. The year saw significant advancements in the BPM space with Adaptive Case 

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Social BPM: Gateway to Enhanced Process Efficiency

With the world getting more ‘social’, individuals are transforming the way they go about their daily lives. Businesses have recognized the need to rethink their strategies and reevaluate their operating models and have commenced to align them with customer expectations and customers’ perception of value. From focusing only on optimization of supply chains, penetration of 

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