[Webinar Slides] Connect with your customers in our modern world with apps, data, mobile, and cloud

Underwri(en by: Presented by:

Presented December 9, 2015

Connect with Your Customers in Our Modern World:

With apps, data, mobile, and cloud


AIIM Presents:

Connect with Your Customers in Our Modern World: With apps, data, mobile, and cloud

Nathaniel Palmer BPM.com

Host: Theresa Resek Director AIIM

Malcolm Ross Vice President of Product Appian


Introducing our Featured Speaker

Nathaniel Palmer


Meet Your Customers for the Next 20 Years


ConnecHng with Your Customers in Our Modern World Means MeeHng Constantly Changing ExpectaHons

Meet Your Customers for the Next 20 Years


Saint Peter’s Square 2005


Same Scene, Different Reality

2005 2013


“60% of smartphone or tablet owners who switched primary banks

in the fourth quarter said that mobile banking capabiliNes were an

“important” or “extremely important” component in their decision

to switch, versus only 48% surveyed 6 months earlier.”

Source: Mobile Financial Services Tracking Study,” AlixPartners, March 2014

There is a War Underway for Your Customers, and it is Happening on Their Phones

ConnecHng with Your Customers in Our Modern World Means MeeHng Constantly Changing ExpectaHons


Amara's Law: Long Run vs Short Run

“We tend to overesHmate the effect of a technology in the short run and underesHmate the effect in the long run.” -‐  Roy Amara

Chief Scien;st, Ins;tute for the Future


Leveraging Process AutomaHon for Real-‐Time Customer ConnecHons


SOURCE: FutureRobot

Managing Change in an InnovaHve Way to Improve Business Agility


What’s Possible With Joining BPM and Real-‐Time Customer Engagement


Bringing Apps, Data, Cloud, and Mobile – to Best Connect with Your Customers

SOURCE: Nathaniel Palmer. “BPM Everywhere” (FSI 2015)


Digital Disruptors Leverage Apps, Data, Cloud, and Mobile to Be]er Connect With Your Customers

20th Century Infrastructure Ownership Economies of Scale Supply Chain Control Customer Lock-‐in

Proprietary Advantage

21st Century Infrastructure Access Network Effect Technology Innova;on Happy Customers

Disrup;ve Innova;on


“The Ba]le Is For The Customer Interface” -‐ TechCrunch




Disrup;ve Innova;on

“Uber, the world’s largest taxi company, owns no vehicles. Facebook, the world’s most popular media owner, creates no content. Alibaba, the most valuable retailer, has no inventory. And Airbnb, the world’s largest accommodaNon provider, owns no real estate. . .”


How Less is More Today




Disrup;ve Innova;on

Today’s Digital Disruptors have access to the same compuHng power and customer-‐engagement capacity as any Fortune 100 CIO – with none of the legacy burden.

And so do you and your compeHtors. The only quesHon is: will you be disrupted or the disruptor?


The Ba]le for Customers is the Interface




Disrup;ve Innova;on

ConnecHng with your customers in our modern world require the right mix of apps, data, mobile, and cloud – but the point of connecHon (where and how you connect) is increasingly the app interface. How you build your apps defines your customers’ experience.


#1 – “Older IT systems cannot be changed or adapted as fast as we would like”

#2 – “Growing maintenance burden on exisHng legacy applicaHons consumes precious resources and budget be]er spent elsewhere”

#3 – “Customers expect easier ways to interact with us and our systems (such as via web and mobile apps)”

BPM.com Survey of 1,000 Mid-‐sized Firms: Top 3 Challenges

BPM Was Made to Solve Real Problems and Enable ConnecHng with Your Customers


What BPM Has TradiHonally Looked Like


What it Should Look Like (and today indeed can)


1. Data-‐Driven = knows what’s in the payload (knows context of work)

2. Goal-‐Oriented = drive towards defined outcome, self-‐opNmizing

3. AdapHve = changes course in response to evolving operaNonal context

4. Intelligent AutomaHon = leverages rules, goals, business events and context (e.g., operaNonal intelligence) to expand the envelope of what can be automated

5. Redefining the Customer/ApplicaHon Interface

How BPM is Evolving (and has evolved)


“Wearable compu;ng assures especially that processes become more straighPorward, the quality increases and idle ;me decreases” -‐ Dr. Webster Re-‐envisioning the structure of the task – not as a single, discrete unit of work. Remove the disHncHon between what supports a task and the task itself.


CreaHng Agile SoluHons With a BPM ApplicaHon Plahorm

INTERFACE

APPLICATION

PLATFORM

VALUE

COST

UNIFIED INTERFACE

SHARED PROCESS, RULES, DATA

INTERFACE UNIQUE TO EACH APP

DATA / BUSINESS LOGIC TIGHTLY COUPLED TO EACH APP

Standard IDE BPM Platform


Re-‐envisioning IT Architecture

3-‐TIER ARCHITECTURE

Data Tier (typically a ;ghtly coupled database)

ApplicaHon Tier (typically an App

Server)

PresentaHon Tier (typically an Web

browser)

Earlier BPM PlaRorms and

Event-‐Driven ApplicaUons

Follow a Model–View–

Controller (MVC) SoXware

Architecture and Present

Tasks via Worklist

Metaphor; Focus is on

Horizontal Scalability.


Modern BPM and the 4-‐Tier Architecture

4-‐TIER ARCHITECTURE

Services Tier (pulls data from both

internal and external sources)

Delivery Tier (op;mizes delivery for plaPorm)

Client Tier (na;ve to each plaPorm)

AggregaHon Tier (integrates services and data)

Client Tier and Delivery Tier are Separate to Allow Data and ApplicaUon CapabiliUes to be Delivered Specific the Client-‐side Environment

??

The Data Tier and AggregaUon Tier Replace More Tightly-‐coupled Data and ApplicaUon Containers With SOA Services Microservices

BPM architecture is being transformed into separate Uers – moving away from the Worklist paradigm and fundamentally rethink the architecture of tasks be a collecUon methods and capabiliUes to perform work

Ask Nathaniel for a preview chapter

[email protected] BPM.com

Connect with Your Customers in Our Modern World Malcolm Ross, VP, Product

The Sokware InnovaHon Challenge

80%

20%

Only 20% of IT Spend is on Digital InnovaNon

80% of IT Spend is on Maintenance of Current Systems

What If……

What If You Could Switch Your Maintenance and InnovaNon Spend?

20%

80%

80% of IT Spend on Digital InnovaNon 20% of IT Spend on

Maintenance

The Agile Platform

Agile’s Promise

Agile enables teams to deliver value faster by removing fricNon between parNcipants and frequently delivering increments of funcNonality for validaNon by key stakeholders.

33

iteraHve development

fast innovaNon

conHnuous improvement

The “Fail Fast” Platform ????

Fail Fast

“I have not failed, I’ve just found 10,000 ways that won’t work.” -‐ Thomas Edison

The InnovaHon Challenge

80%

20%

Only 20% of IT Spend is on Digital InnovaNon

80% of IT Spend is on Maintenance of Current Systems

‹#›

“With&Sprint&Direct&2&You,&it’s&as&if&we&are &&adding&5,000&additional&stores.&However, &&these&mobile&stores&are&continuously&on& &&the&move&based&on&customer&demand.” &&Sprint&CEO,&Marcelo&Claure&

Breaking Down the 80%

80%

20%

What is in this 80%?

infrastructure management

80%

20%

secure, current, and high performance

80%

20%

intent turned into applicaHon

80%

20%

franken-‐stack sokware soluHons

IT Maintenance

InnovaNon

80%

20%

evolving user experiences

80%

20%

sogware innovaNon should be…

easy + powerful …to build …to use …to change

works on all devices scalable & secure always current

works on all devices

99.95% upNme SLA

world-‐class security internaNonal privacy standards

cloud naHve scalable & secure

One Unified App Plahorm

enterprise mobility

dynamic case management

business process management

one plahorm for your success plahorm as a service

thank you

[email protected]

Whitepaper: “The New Economics of ExperimentaNon”

h(p://www.appian.com/resources/forrester-‐case-‐study-‐sprint/

http://www.appian.com/resources/forrester-case-study-sprint/

Underwri(en by: Presented by: Visit aiim.org/bpm

Business Process Management Resource Center

Want more informaUon on this topic?

Learn how to analyze, standardize, mobilize, and automate business processes.

Access Industry Tutorials, Research, Webinars, and Expert Advice Blogs

-‐ all in one place

http://www.aiim.org/Resource-Centers/Business-Process-Management


About AIIM

AIIM is the Global Community of InformaNon Professionals

AIIM believes that the informaNon systems we use at

work should be simple, secure, and available anywhere, anyNme, and on any device.

Our mission is to improve organizaNonal

performance by empowering a community of leaders commi(ed to informaNon-‐driven innovaNon.

Learn more at www.aiim.org

http://www.aiim.org

[Webinar Slides] Connect with your customers in our modern world with apps, data, mobile, and cloud

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