Living Process
Living Process
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Too much effort? How to boost revenue through improved customer engagement

Too much effort? How to boost revenue through improved customer engagement | Living Process | Scoop.it

Better processes, more successful resolutions.

Living Process's insight:

Living Process from a contact center POV:  "94% of UK households have a mobile phone, 80% have an internet connection and 75% have broadband...connected consumers also expect consistently high service, regardless of which channel they use and when they choose to interact – something contact centres need to consider when evaluating their customer effort and multichannel strategies." via Richard Farrell, CTO, @Netcall

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bpmNext Had Something for Everybody

bpmNext Had Something for Everybody | Living Process | Scoop.it
This was my first bpmNext and I came away impressed with the level of honest interchange. I was fortunate enough to land the keynote slot, but the real benefit was to see the depth and breadth to the process related technologies and activities (BPM).
Living Process's insight:

Adding @JimSinur's view to @SKemsley 's blog series from bpmNEXT. A full conference dedicated to what's coming in bpmNEXT - worth reading about

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What if Google ran the college application process? - Washington Post (blog)

What if Google ran the college application process? - Washington Post (blog) | Living Process | Scoop.it

What if Google ran the college application process?

Living Process's insight:

"Google is brilliant at measuring and tracking people through a life-cycle of a process." While we're not sure we agree that Google would be the best platform to manage the nuts-and-bolts of the university admissions process, this article reflects some interesting out-of-the-box thinking about process

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How To Blend BPM, Social Collaboration - InformationWeek

How To Blend BPM, Social Collaboration - InformationWeek | Living Process | Scoop.it

Social collaboration and business process management (BPM) might seem like strange bedfellows, but they can be better together...

Living Process's insight:

"A business can add a layer of social collaboration without replacing processes wholesale." Social + BPM, definitely happening...from the perspective of the editor of InformationWeek Healthcare

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Are we finally seeing the death of “social”?

Are we finally seeing the death of “social”? | Living Process | Scoop.it
First, let me apologise for the shamefully sensationalised headline, but I just couldn’t resist.
Living Process's insight:

"['Social'] is not going away; arguably it’s simply reaching a more mature, sensible stage where the market is finally acknowledging that this is about changing the way businesses operate, the way we manage and organise our people, resources and relationships." And will surely continue to mature in BPM as well...

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Social Media Meets Social Collaboration. Or Not.

My fellow Enterprise Irregular Susan Scrupski posted last month on the split between enterprise initiatives in social media (external-facing marketing) and social collaboration (mostly internal work production and knowledge sharing) – apparently...
Living Process's insight:

the challenge: "there’s a combination of technology and corporate culture that needs to allow for the direct connection of external social media and internal social collaboration."

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