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Gestionar la experiencia de cliente es general valor para la marca
By: José Francisco Rodríguez, President AEERC, Associate Professor ESADE
We must strive to increase the value generated by the customer experience, designing models of omnichannel relationship based on customer preferences.
Complying with traditional SLAs focused on improving operations and meeting the challenges of integrating digital channels is no longer enough as differentiating elements and catalysts for revenue.
In this context, it is necessary to work to improve how companies interact with their clients by designing a relationship model based on the appropriate combination of digital and analog channels for ...
(Keep reading)Process Mining plays an essential role in Digital Transformation
By: Pedro Robledo, BPM process management expert
Process Mining is a process analysis method that aims to discover, monitor and improve real processes (processes not assumed) by extracting knowledge easily from available event logs in the systems of current information of an organization. It goes beyond the pure presentation of the key data of the process, recognizing the contextual relationships of the processes, presenting them in the form of graphic analysis in order to diagnose problems and suggest improvements in the quality of the process models. With Process Mining it will ...
(Keep reading)A strong Enterprise Architecture practice will help prepare organizations for GDPR
By: Pedro Robledo, BPM process management expert
Any private or public organization anywhere in the world could be caught by General Data Protection Regulation (GDPR, EU Regulation 2016/679) if it processes personal data relating to EU citizens, has a European presence, or has a website offering goods or services to EU citizens. And it critically affects all personal data, changing the way that entire organizations interact with personally identifiable information. It requires changes in both security and processing as well as in the comprehensive documentation they must maintain ...
(Keep reading)Industry 4.0: the bpm challenge
By Juan Emilio Alvárez, Specialist in Digital transformation and BPM
"The Industrial Revolution 4.0 and / or Digital Transformation,”, is already a reality. This transformation implies a reinvention, but, unlike previous transformations, times are critical. Supply and demand vary at Vertiginous speed, and every company has to find its way to success. In this scenario, is it possible to bypass digital transformation 4.0?
The immersion in the "Digital Transformation" has to be a reality, but do not confuse Digital Transformation, with change of technology. Elements such as manufacturing and additive intelligence, robotics, artificial ...
(Keep reading)How to Calculate the ROI of a BPM Initiative?
By: Pedro Robledo, BPM process management expert
As the implementation of BPM (Business Process Management) in your organization is not only the implementation of BPM technology, to analyze the profitability to be obtained it is necessary to take into account the entire BPM Life Cycle. You must evaluate both the investment to be made and the benefits in each phase. It is also necessary to take into account in the analysis the number of BPM projects that will be implemented during the time period of study so that all costs in ...
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