There is a BPM evolution that has emerged with the advent of Mobile, Cloud, Complex Event Processing, the latest business process should use many of this advantages.
Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which banks must aspire. Why has been so difficult the customer retention?, because commonly businesses are reactive and not proactive to events that the business even know they exist.
Some of the clues are:
- Automate workflow & decision making
- Reduce errors and improve consistency
- Leverage existing systems and data
- Streamline processes and initiate actions
- Real-time visibility and process control
Could you imagine a screen board with dashboards of the business processes at your office? or detecting irregular behaviour between accounts and in different moments and act before something wrong happens? yes, you just can imagine that, because usually the business process has many gaps imposible from tracking. To think in a smarter business process is possible and necessary. The next step in the BPM evolution is obvious Customer centricity, take a look of what can be improved with Mobile, Cloud and CEP.