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Omnichannel Experience is a Matter of Perspective

Omnichannel Experience is a Matter of Perspective | BPM, PaaS, & Cloud Computing | Scoop.it
Omnichannel is rapidly taking over the customer engagement conversation, but it's more than just a new label. Omnichannel, according to the Winterberry Group, is defined as “seeking to promote a long term, channel agnostic approach to managing and optimizing (customer) relationships.” Customer engagement (or experience if you prefer) is defined by New Business Strategies as “a buyer’s satisfaction and perceived benefit with or about a brand’s messages, people, pro Topic: Customer Experience.
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Adaptive Case Management Could Be The Foundation For Networked Business

Adaptive Case Management Could Be The Foundation For Networked Business | BPM, PaaS, & Cloud Computing | Scoop.it
Remember the Business Process Reengineering (BPR) management and technology wave that aimed to transform large organizations? It started in the early 1990's and thrived for about ten years, through the Enterprise Resource Planning and eBusiness movements, until the dot-com collapse of the economy. We're on the cusp of the next BPR wave, [...]
Fujitsu_Interstage's insight:

Keith Swenson's 7 Domains of Predictability talk is quoted again!

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Gearing Up for Omnichannel Commerce

This is a great time to be a consumer. Ours is a world of total access and instant gratification. We are connected everywhere, all the time—whether in a store, on a laptop, watching TV with a tablet in your hands, or perhaps using the brand new Amazon Fire phone. Specifically designed for shopping, one can point the Fire’s camera at just about any product, and the phone will identify the item and sell it to the user almost instantly. With technologies such as this one, it’s no wonder that some industry experts believe mobile devices may become greater resources than salespeople.

Fujitsu_Interstage's insight:

Manufacturers! Are you ready for omnichannel commerce?  Here are some tips and ideas to help.

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Process vs Data - BPM from a Business Point of View

Process vs Data - BPM from a Business Point of View | BPM, PaaS, & Cloud Computing | Scoop.it

Which came first?  The chicken or the egg? The process or the data? Peter Schooff's of BPM.com posed a question 'process first, then data?' Someone suggested that you sort out all of your data first and then figure out what processes you...

Fujitsu_Interstage's insight:

Scott Cleveland gives his take on whether one comes up with a process first or makes a process after gathering data.

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Seven Domains of Predictability - BPMCM 2014

This session explains the different types of BPM and case management in use today, as well as the spectrum of approaches available for supporting business process-like activities. With confusion on the right and features surrounding most BPM and case management initiatives, selecting the right approach is critical to the success of any program. By comparing the degree of predictability involved with the particular business problems being solved, this approach allows participants to identify the most appropriate and applicable technological solution based on the types of approaches in regularly in use today.

Fujitsu_Interstage's insight:

"Unpredictable does not mean Random." Follow along with Keith Swenson's BPMCM 2014 presentation about how to select the right approach to BPM based on predictability.

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First Impression: Fujitsu Interstage Business Operations Platform

First Impression: Fujitsu Interstage Business Operations Platform | BPM, PaaS, & Cloud Computing | Scoop.it
The “first impression” of Interstage BOP is one of a BPMS platform designed for building data-driven, process-oriented applications, and delivering optimal user experience. What immediately sets it apart is the richness of the unified framework composed of the various components described, working in unison across the multiple tiers to collectively manage the user interface, business process, and integration services.
Fujitsu_Interstage's insight:

Nathaniel Palmer gives his first impressions of BOP, the PaaS offering that lets you streamline business processes.

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INFOGRAPHIC: Big Data in Retail 2014 | Process Excellence Network

INFOGRAPHIC: Big Data in Retail 2014 | Process Excellence Network | BPM, PaaS, & Cloud Computing | Scoop.it
INFOGRAPHIC: Big Data in Retail 2014 | Process Excellence Network - Customer intelligence has become a critical success factor for driving strategic value and competitive advantage in today’s retail world. Ahead of the 2nd Annual Analytics, Insight & Smar
Fujitsu_Interstage's insight:

5 Ways Big Data is revolutionizing retail marketing? Hint: Omni-channel retailing is one of them!

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The impact of cloud

The impact of cloud | BPM, PaaS, & Cloud Computing | Scoop.it

It has been a few years now since cloud computing rose to prominence - but its disruptive impact has only just begun to be felt. To examine the mid- to long-term impact of cloud in all its various forms, the Economist Intelligence Unit invited six experts in the field to contribute original essays explaining their predictions. Those essays are collected here in a single report, named 'The impact of cloud', and sponsored by Fujitsu.

Fujitsu_Interstage's insight:

In this free report, six experts talk about how cloud computing will reshape your business, why cloud pricing is broken, how cloud will affect jobs and the economy, and more!

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Retail and Discounts – Building Business Sales [infographic]

Retail and Discounts – Building Business Sales [infographic] | BPM, PaaS, & Cloud Computing | Scoop.it
The concept of launching a coupon or promotional campaign might initially seem to be an easy task for businesses to consider, perhaps it seems relatively simple to offer 25% off or offer free shipping over a bank holiday weekend. However to really maximise...
Fujitsu_Interstage's insight:

The most popular coupon searches are for groceries, lots of coupon users want a specific dollar amount off, and almost everyone compares prices between brands.

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The one thing about Big Data that retailers aren't talking about enough

The one thing about Big Data that retailers aren't talking about enough | BPM, PaaS, & Cloud Computing | Scoop.it
The collection of consumer data is not just transactional – there is an emotional component that is being ignored.
Fujitsu_Interstage's insight:

When talking Big Data, remember: a customer data point to you is an emotional life event to a real person.

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The Omni-Channel Paradox

The Omni-Channel Paradox | BPM, PaaS, & Cloud Computing | Scoop.it

Brands have as much of a chance of driving frictionless omnichannel consumer experiences as a Formula One race car driver trying to win a race on flat tires.

Fujitsu_Interstage's insight:

While consumers have evolved into omni-channel shoppers, organizations are still fragmented. Moving toward a "consumer-obsessed view," among other things, will help bring organizations up to speed with shoppers.

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How many of us REALLY use smartphones while shopping in-store?

How many of us REALLY use smartphones while shopping in-store? | BPM, PaaS, & Cloud Computing | Scoop.it
Fujitsu_Interstage's insight:

How many of us REALLY use smartphones while shopping in-store? How many of us let the information we find using smartphones stop us from buying something in-store? Check out our infographic to see where you fit in! (Source: http://ow.ly/wDVho)

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Jean-Marie Grange's curator insight, May 21, 2014 5:01 PM

Every retailer should be aware of that information...

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Case Study: A Multinational Energy Company Utilizes Automated Process Discovery Technology to Improve its Plant Operations

Case Study: A Multinational Energy Company Utilizes Automated Process Discovery Technology to Improve its Plant Operations | BPM, PaaS, & Cloud Computing | Scoop.it

How did Fujitsu help a multinational Energy Company improve plant operations? Check out our visual interpretation of our case study! 

Fujitsu_Interstage's insight:

Original case study located here: http://www.fujitsu.com/global/Images/Fujitsu-Interstage-APD-Big-oil-and-gas-company-CS.PDF

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Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle

Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle | BPM, PaaS, & Cloud Computing | Scoop.it
While customers own their brand experiences, that very ownership is continually changing the Buyer-Seller dynamic which, in turn, is forcing companies to change how they operate. Companies are increasingly stepping up to the challenge; it’s time that technology vendor follow suit. This post discusses what two vendors, Clarabridge and Interactive Intelligence, are doing.
Fujitsu_Interstage's insight:

"Ironically, vendors grappling with how to meet these expectations fixate on the actual customer experience. To customers the only thing that matters is their perceived experience."

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Jean-Marie Grange's curator insight, June 27, 2014 8:48 AM

What can a company control in the Costumer Experience it's offering ?  That is a good question...

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BPM and Case Management Summit 2014

BPM and Case Management Summit 2014 | BPM, PaaS, & Cloud Computing | Scoop.it
Here are some notes from this years BPM & Case Management Summit in Washington DC. Wow, what a conference!  This is the first major summit that includes case management.  The location was excel...
Fujitsu_Interstage's insight:

Keith Swenson's very detailed, very useful rundown of BPMCM14. Missed the event or a part of it? Learn all about it here (with pictures and slides!)

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Jean-Marie Grange's curator insight, June 25, 2014 10:39 AM

Notes and presentations from #BPM and #CaseManagement Summit in Washington DC.

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Photo by juliaowens1969

Happy Fujitsu Foundation Day! 79 years old today! We here at Interstage celebrated with a BBQ cookout. New Zealand got cupcakes!

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Jim Sinur: 2014 BPM & Case Management Global Summit in DC

Jim Sinur: 2014 BPM & Case Management Global Summit in DC | BPM, PaaS, & Cloud Computing | Scoop.it

[Jim Sinur] had the pleasure to speak at the inaugural BPM & Case Management Summit and [he] found it to be a unique and helpful event. There were over 200 participants that enjoyed the rich set of presentations. There was a good mix of training, case studies, networking, vendor participation and awards.

Fujitsu_Interstage's insight:

Customer focus, Adaptive Case Management, and BPM in government: The three themes of BPM & Case Management Global Summit 2014. This is Jim Sinur's recap of the whole event. He even names Keith Swenson's session the best of the conference!

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Changing Landscape of Innovation

Photos from our Fujitsu Laboratories of America Technology Symposium 2014: "The Changing Landscape of Innovation - Open, Shared, and Democratized" The event was held in Mt. View on June 4th, 2014.
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Study says 98% of shoppers buy private-label products

Study says 98% of shoppers buy private-label products | BPM, PaaS, & Cloud Computing | Scoop.it
More shoppers are purchasing private label (store brand) products this year compared to last year, according to a recent study of more than 6,200 consumers by Market Force Information.
Fujitsu_Interstage's insight:

Even though almost everyone buys private label products, we pick and choose which types of products to buy private label.

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BPM and Case Management Summit Agenda

BPM and Case Management Summit Agenda | BPM, PaaS, & Cloud Computing | Scoop.it

The BPM and Case Management Global Summit is focused on providing actionable advice and illustrating “the art of the possible” for supporting dynamic business processes and the unpredictable nature of knowledge work.

The overall theme of the BPM and Case Management Global Summit is “Empowering Knowledge Workers” with a focus on providing actionable advice and illustrating “the art of the possible” for adapting business processes and work practices to the dynamic and unpredictable nature of knowledge work.

Fujitsu_Interstage's insight:

Heading to the BPM & Case Management Global Summit? So are we! See us at Keith Swenson's breakout session June 17 at 3 pm!

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Consumers Comfortable With Email Contact From Brands, Dont Want Phone Calls

Consumers Comfortable With Email Contact From Brands, Dont Want Phone Calls | BPM, PaaS, & Cloud Computing | Scoop.it

The survey, which was restricted to 20-40-year-olds, found that 93% are comfortable getting contacted from brands and suppliers via email, compared to fewer than 6 in 10 feeling comfortable about contact via social media or text message. Only one-quarter are comfortable receiving phone calls, 

Fujitsu_Interstage's insight:

When it comes to brand interaction, customers don't necessarily want to use ALL channels.

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CIO priorities are different around the world, but the cloud is one consistent factor | ZDNet

CIO priorities are different around the world, but the cloud is one consistent factor | ZDNet | BPM, PaaS, & Cloud Computing | Scoop.it
Gartner's CIO survey shows some differences in the way IT managers around the world work, but there are consistencies too and the importance of the cloud is one.
Fujitsu_Interstage's insight:

Some regions are focusing more on growth; some on innovative change. Regardless of one's place in the industry, most regions agree that the cloud is the place to be.

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Eighty percent of consumers believe total data privacy no longer exists

Eighty percent of consumers believe total data privacy no longer exists | BPM, PaaS, & Cloud Computing | Scoop.it
The vast majority (80 percent) of consumers aged 20-40 in the United States and the United Kingdom believe total privacy ...
Fujitsu_Interstage's insight:

While many consumers realize "privacy" has changed and say okay to companies using their data to receive relevant offers from brands, many concerns still haunt us. We need to proceed with omni-channel retailing with consumers' best interest in mind.

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What Omnichannel Can Do That Multichannel Cannot

What Omnichannel Can Do That Multichannel Cannot | BPM, PaaS, & Cloud Computing | Scoop.it
While multichannel customer service is a great step forward, it doesn't pay tribute to how connected mobile consumers are today. With a full-fledged computer in their pockets that is constantly connected to the Internet, they have ubiquitous access to information and communications.
Fujitsu_Interstage's insight:

Shoppers don't think in "channels." We criss-cross, loop around, and use channels that are "mutually aware."

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