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Presented December 9, 2015
Connect with Your Customers in Our Modern World:
With apps, data, mobile, and cloud
Underwri(en by: Presented by:
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
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Introducing our Featured Speaker
Nathaniel Palmer
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Meet Your Customers for the Next 20 Years
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ConnecHng with Your Customers in Our Modern World Means MeeHng Constantly Changing ExpectaHons
Meet Your Customers for the Next 20 Years
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Saint Peter’s Square 2005
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Same Scene, Different Reality
2005 2013
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“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
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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
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Leveraging Process AutomaHon for Real-‐Time Customer ConnecHons
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SOURCE: FutureRobot
Managing Change in an InnovaHve Way to Improve Business Agility
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What’s Possible With Joining BPM and Real-‐Time Customer Engagement
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Bringing Apps, Data, Cloud, and Mobile – to Best Connect with Your Customers
SOURCE: Nathaniel Palmer. “BPM Everywhere” (FSI 2015)
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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
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“The Ba]le Is For The Customer Interface” -‐ TechCrunch
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
“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. . .”
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How Less is More Today
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
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?
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The Ba]le for Customers is the Interface
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
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.
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#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
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What BPM Has TradiHonally Looked Like
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What it Should Look Like (and today indeed can)
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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)
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“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.
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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
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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.
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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
Whitepaper: “The New Economics of ExperimentaNon”
h(p://www.appian.com/resources/forrester-‐case-‐study-‐sprint/
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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
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