Process intelligence: The unsung hero of digital transformation

Blog, Scott Opitz
These days you would have to be blind, deaf and living in a cave to avoid all the noise around digital transformation. Unfortunately, most of this noise focuses on projects that add support for our customers’ favorite technology. While this is important, a side effect of this is that organizations focus resources on tasks that serve to “check the technology boxes” instead of honing in on what really drives business success. Imagine the checklist: Interactive Website… check; Great IVR technology…check; iPhone App…check; Android App…check, and so on. While enabling multiple access options is important we need to understand that it is only a narrow slice of the digital transformation pie. Most analysts believe that failing to go beyond addressing the access problem will result in organizations falling further behind their…
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What does Business Process Have to Do With Me?

What does Business Process Have to Do With Me?

Blog, Ryan Raiker
A business process is a series of steps performed by a group of stakeholders to achieve a goal. These steps are often repeated many times, sometimes by multiple users and ideally in a standardized and optimized way. A business process can be manual or automated. If manual, the process is achieved without the aid of an automation or assisting technology. If automated, a technology aid has been put into place which assists users in implementing the process in a more accurate, standardized or optimized manner. A business process can often be visualized as a flowchart or workflow of logical steps. Business Process Management is the discipline which attempts to formalize this method. Challenges Related to Business Processes Executing business processes successfully is not always an easy task. There are numerous challenges which arise, including:…
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What No One Tells You About: Customer Journey Mapping Can Be Paired With Process Intelligence

What No One Tells You About: Customer Journey Mapping Can Be Paired With Process Intelligence

Blog, Ryan Raiker
As researchers, Gaël Bernard and Periklis Andritsos have put it in their paper A Process Mining Based Model for Customer Journey Mapping: customer journey maps (CJMs) are used to understand customers’ behavior, and ultimately to better serve them and make their experience better. This new approach is using numerous disciplines for different purposes. As a response to this growing need to understand the customer journey, dozens of software applications have emerged. Although these provide interfaces to understand CJMs, they lack measures to assist in any type of in depth analyze and lack in providing any valuable insight for decision making. There could be some potential by utilizing CJM software data with process intelligence software to dig deeper into the customer’s journey through process mining, a data analytics technique that users can…
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The hot topic everybody is talking about…RPA

The hot topic everybody is talking about…RPA

RPA, Ryan Raiker
  In recent months, Robotic Process Automation (RPA) has been a hot topic among business process experts. I would know, I sat in on numerous lectures about "the future of business: automation" while in school. Lots of companies have begun to think more about RPA as a tool to improve their operations and move them further into "the future of business: automation", but what is RPA and what exactly does it have to offer? Imagine a mixture of tedious process investigation (you know the kind with overhead cameras, clipboards and stopwatches), employee errors, over extended staff, and numerous repeated tasks slowing your organization down and adding to costs. What do these all have in common? For starters, they're a major competitive constraint on the organization. The other is actually good…
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