Forrester's Business Process Forum 2011

Today’s business executives have sky-high expectations of Business Process (BP) Professionals. Not only must BP pros deliver process improvement breakthroughs across the organization, but they’re also instrumental in driving transformation initiatives with a bull’s eye on improving every process that touches or involves the customer. Because the spotlight shines so brightly on the need to transform the customer experience at all types of organization, BP pros now lead innovative “imagineering” efforts with customers to envision completely new processes, conduct outside-in reviews of strategic processes, and transform cross-functional processes that span the organization but start first with the customer.

To achieve these lofty goals, BP pros must meet the increasing demand to lead BPM, Lean, and Six Sigma initiatives. Plus, they must understand the role of BPM software deployments in process improvement; establish business process centers of excellence; drive business change management initiatives; inculcate better process management skills throughout the organization; and align business process, data governance, and business intelligence (BI) strategies. If that was not enough, BP pros must also understand and respond to fast-developing trends like mobile, social, cloud, predictive analytics, Agile BI, process data management, and dynamic case management. Sound like a tall order? It is — requiring you to develop a sound game plan for tackling this challenge and opportunity.

This year’s Business Process Forum will focus on:

• What is the latest thinking on transforming the customer experience, rethinking customer service, taking an outside-in, customer-driven approach to strategic processes, and using BPM suites with enterprise applications to support the customer?
• How are back-office and front-office processes being integrated, continuously improved, and even transformed to differentiate customer experiences while driving down costs through the use of new technology?
• How do Agile BI, predictive analytics, business rules, and social BPM align to create next-generation BPM?
• How can you address crucial “softer” issues — such as developing better business process skills, choosing the right process methodology, building a successful center of excellence, justifying a BPM project, and leading business change management programs — while still delivering successful results?
• How are new, disruptive technologies like cloud, social, mobility, and predictive analytics affecting business process transformation, and what results are other companies experiencing?