Gartner Research

The Future of BPM: From Prescribed Actions to Improvisational Interactions

Published: 20 July 2016

ID: G00308664

Analyst(s): John Dixon , Janelle Hill

Summary

Traditional BPM and standardized workflows deliver operational excellence measured by efficiency but not the innovation required in the digital age. An improvisational approach to BPM can help CIOs to add greater value to front-office, customer-experience improvement initiatives.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Delivering an adaptive and innovative customer experience is inhibited when CIOs and digital workplace leaders bring a traditional BPM mindset (that is, standardized, automated workflows) to the initiative
  • Front-office effectiveness and innovation are enhanced when CIOs and digital workplace leaders enable workers to situationally adapt their tasks, interactions, information needs and decisions in the "business moment" to deliver an optimal outcome
  • Newer technologies that provide greater context, visibility, configurability and traceability of tasks, interactions, information flows and decisions can enhance the efforts of CIOs and digital workplace leaders to enable an empowered workforce
    • Traceability
    • Contextualization
    • Visibility
    • Accessibility
  • A digital workplace that supports improvisational work will help attract digital talent, a key benefit that CIOs and digital workplace leaders should promote

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