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Forrester - Process Mining: Your Compass for Digital Transformation - The Customer Journey Is the Destination

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Keynote presentation by Rob Koplowitz of Forrester from Celosphere 2019, Celonis's first-ever global customer and partner conference. Digital transformation initiatives are tangled up in misunderstood processes. Manual routing and process gaps further muddle the situation. Business and technology decision makers report that their organizations experience these issues. Process professionals must transform processes by optimizing and automating them, but in order to create a successful roadmap they need to dissect process data to guide their vision.

Presenters:
Rob Koplowitz, Vice President, Principal Analyst, Forrester

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Forrester - Process Mining: Your Compass for Digital Transformation - The Customer Journey Is the Destination

  1. 1. © 2018 FORRESTER. REPRODUCTION PROHIBITED.
  2. 2. © 2018 FORRESTER. REPRODUCTION PROHIBITED. Process Mining: Your Compass For Digital Transformation Rob Koplowitz, Vice President, Principal Analyst April 2019
  3. 3. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. 3© 2018 FORRESTER. REPRODUCTION PROHIBITED.
  4. 4. 4© 2018 FORRESTER. REPRODUCTION PROHIBITED.
  5. 5. 5© 2018 FORRESTER. REPRODUCTION PROHIBITED. Big P, Little P’s The Goals Of Process Are Changing
  6. 6. 6© 2018 FORRESTER. REPRODUCTION PROHIBITED. Digital transformation is nothing more than the buzzword du jour.
  7. 7. 7© 2018 FORRESTER. REPRODUCTION PROHIBITED. This will take a new and far more complicated maneuver What process used to be… What it needs to be…
  8. 8. 8© 2018 FORRESTER. REPRODUCTION PROHIBITED. Process Mining brings two critical things: Objectivity Direction
  9. 9. 9© 2018 FORRESTER. REPRODUCTION PROHIBITED. Process Mining builds on previous success Discovery Compliance Enhancement
  10. 10. 10© 2018 FORRESTER. REPRODUCTION PROHIBITED. Something is driving the shift
  11. 11. 11© 2018 FORRESTER. REPRODUCTION PROHIBITED. Digital transformation is becoming the primary driver of process improvement initiatives Source: The Growing Importance Of Process To Digital Transformation Forrester report “What’s the primary focus of process improvement efforts for the time periods below?”
  12. 12. 12© 2018 FORRESTER. REPRODUCTION PROHIBITED. Journeys, design thinking and process excellence will be very important “How do you plan to change or expand use of these process improvement methodologies in the next 24 months?”
  13. 13. 13© 2018 FORRESTER. REPRODUCTION PROHIBITED. Digital Transformation is a big job and we’ve largely ignored the most important parts What the customer sees Operational processes Customer journey
  14. 14. 14© 2018 FORRESTER. REPRODUCTION PROHIBITED. And, that has led to the current sorry state of these initiatives Customer journey Automated Not automated
  15. 15. 15© 2018 FORRESTER. REPRODUCTION PROHIBITED. Want to compete with Amazon? Good luck Customer journey Not automated
  16. 16. 16© 2018 FORRESTER. REPRODUCTION PROHIBITED. New approaches will address the long tail Digital transformation happens out here: DPA, low-code, RPA, decisioning, and AI . . . Source: Refocus Process Automation To Rescue Your Digital Transformation Forrester report
  17. 17. 17© 2018 FORRESTER. REPRODUCTION PROHIBITED.
  18. 18. 18© 2018 FORRESTER. REPRODUCTION PROHIBITED. Based on these conversations: › Focus on outcomes; customer, patient, citizen, employee… › Use process mining to discover, but also to establish objectivity › Driving end-to-end automation wherever logical is the goal › Use process automation to drive radical differentiation
  19. 19. FORRESTER.COM Thank you © 2018 FORRESTER. REPRODUCTION PROHIBITED. Rob Koplowitz +1 415 294-8026 rkoplowitz@forrester.com
  • HaileyHarrington

    Jul. 19, 2021

Keynote presentation by Rob Koplowitz of Forrester from Celosphere 2019, Celonis's first-ever global customer and partner conference. Digital transformation initiatives are tangled up in misunderstood processes. Manual routing and process gaps further muddle the situation. Business and technology decision makers report that their organizations experience these issues. Process professionals must transform processes by optimizing and automating them, but in order to create a successful roadmap they need to dissect process data to guide their vision. Presenters: Rob Koplowitz, Vice President, Principal Analyst, Forrester

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