As we look forward to 2013, Pegasystems’ Setrag Khoshafian sits down to analyze the industry trends that will become increasingly prevalent over the course of the next 12 months. He tells of 10 business trends that you should be paying special attention to as your organization looks to Build for Change® by increasing operational efficiencies and improving customer service, among other initiatives. By focusing on these trends and undertaking transformation projects, organizations stand to gain rapid returns on investment and achieve ongoing operational excellence. This eBook highlights: - What role will the Chief Digital Officer play in your organization - How social collaboration can be synchronous (same time) or asynchronous (different times) - What a mobile workforce will mean to your organization - How data engineering will help with big data - Why the Internet of Everything will involve processes with people and “things” Download eBook: http://e.pega.com/10-enterprise-trends

1. TOP 10
ENTERPRISE TRENDS
YOU CAN'T AFFORD TO IGNORE

2. As we look forward to 2013, Pegasystems’ Setrag
Khoshafian highlights key industry trends that will
become increasingly prevalent over the course of the next
12 months. He shares10 business trends that you should
be paying special attention to as your organization looks to
Build for Change® to increase operational efficiencies and
improve customer service, among other initiatives. By
focusing on these trends and undertaking transformation
projects, organizations stand to gain rapid returns on
investment and achieve ongoing operational excellence.
Dr. Setrag Khoshafian
Chief Evangelist and VP of BPM Technology
Pegasystems
JOIN THE CONVERSATION
and tell us what your top enterprise trends are

3. TREND Business Transformation
as a Strategic Initiative
#
1 for Adaptive Enterprises
This year will make business transformation even more compelling for organizations that
want to “do more with less.” Net Promoter Scores® and enterprise performance scorecards
are pervasively compelling organizations to be more driven by specific measures of their
performance: to identify constraints, adapt, and act. Continuous Process Improvement
is being realized through real-time lean and six sigma methodologies, aligned with BPM
solutions. Embarking upon a transformational journey will involve some pain and changes
in the organizational roles (please see Trend #2) and employees’ behavior. However,
BPM-enabled transformation will continue to be pragmatic. The new approach is to
transform incrementally, while trying to realize the vision of a robust adaptive enterprise.
10
9
8
NPS ®
7
6
5
BSC
4
3
2
Consistent customer Empowered to focus
1
0
service experience on the task at hand with
tailored to their needs adaptive Next-Best-Action
,
,
Ability to respond High productivity
to market demands environment enables
and build and IT to adapt and
adapt for change deliver on promises
at lower costs
BPM
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
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4. TREND Emerging Roles for
Business Transformation
#
2
In conjunction with business transformation for adaptive enterprise initiatives, we will
see increasingly emerging roles for transformation professionals in 2013. Depending
upon the culture or nomenclature of the organizations, some of roles that are emerging
include Chief Process Officer (CPO), Chief Digital Officer (CDO), and also of note,
Business Transformation Executives – at the VP and Director level. Equally important
and significant is the emergence of Chief Customer Officer (CCO). Modern organizations
are also witnessing the emergence of process owners vs. traditional functional leaders.
Thus BPM-enabled business transformation is permeating the very DNA of roles and
responsibilities in innovative organizations, with increasingly process-empowered
executives at the helm of the transformation initiatives.
CDO CCO CPO
BPM
CUSTOMER DATA ENGINEER BUSINESS ANALYST PROCESS IMPROVEMENT PROCESS ARCHITECT
EXPERT (BB, GMB)
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5. TREND Dynamic Case Management
Becoming Mainstream
#
3
Dynamic Case Management allows organizations to support all categories of work
(structured, semi-structured, or collaborative/unstructured) and all types of workers
(transactional, knowledge-assisted, knowledge workers). DCM helps organizations expand
beyond the traditional boundaries of their organizational silos as well as value/supply
chains. Cases provide holistic end-to-end aggregation of work automation in adaptive
enterprises. DCM adoption is fast becoming mainstream. Social collaboration, business
event handling, and aggregation of cross-team or departmental silos are just some of the
many key modernization enablers that are realized in the context of DCM solutions.
Case Subjects Collaboration Case Business Objectives Rules and Policies Case Data
Sub-Cases Case Content Tasks Case Events Processes &
Dependencies
Dynamic Case
Management
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6. TREND Social for Collaboration
and Innovation
#
4
Social BPM is bringing the incredible success of social networking to the enterprise, and
this is providing increased connectivity, transparency, communication, and collaboration
with customers, as well as within the organization. Social collaboration can be
synchronous (same time) or asynchronous (different times). Each category has a plethora
of social networking places, tools, and portals. Increasingly, BPM solutions are leveraging
these tools – such as Blogs, Wikis, Twitter, Facebook, etc. – in all the phases of BPM
solution lifecycles. Most importantly, BPM is providing the context for social networking
and collaboration – thus the meaning and value of social interaction is achieved through
BPM solutions.
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7. TREND Mobile
Workforce
#
5
In the next couple of years, mobile devices will surpass PCs as the most pervasive Internet
and Web access devices. Smartphones and tablets are permeating not only consumer
markets but also the enterprise as the means to conduct business. Mobile BPM will allow
organizations to seamlessly initiate and complete automated case work, end to end via
mobile devices. This work will pertain to dynamic cases involving various categories of
participants all interacting via mobile devices. More importantly, there are changes in
the mobility of the workforce itself. The instant accessibility of case status, case work,
and case collaboration via mobile means empowerment of a whole new category of
mobile workers. Not only are they looking to merely stay connected, but they are actually
completing transactions and work via smart devices.
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8. TREND Continuous Improvement
with Actionable Analytics
#
6
One of the most important trends in the industry is the emergence of data engineering
and especially analytics of Big Data with tangible benefits to organizations that unlock
the insights hidden in vast amounts of digital information. BPM, through both predictive
and adaptive disciplines and capabilities, enables the insight that is discovered to become
actionable. The sources and types of data are heterogeneous and span social networks,
transactional data, as well as data warehouses. Strategies can leverage predictive and
adaptive models to provide the next best action in various dynamic case interactions
involving customers as well as enterprise participants. An Adaptive BPM solution unlocks
the hidden power of digital data and enables organizations to continuously monitor to:
`` Act upon key performance indicators, `` Continuously improve automated cases,
`` Continuously innovate with new solutions, `` Continuously gain insights from the data,
`` Continuously execute contextually, `` Learn and adapt with actionable analytics.
1
0
9
8
7
6
5
4
3
2
1
0
Business Objectives Customer
Specialization
Simulation & Optimization Situational Execution
Adaptive Decisioning
Adaptive Decisioning Continuous Discovery
1
2
3
BPM
4
Champion Challengers Dynamic Cases
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9. TREND The Modern Business
Architecture
#
7
Business Architectures focus on the business strategy, the organization of the enterprise,
the various services of the business and the core strategic and operational processes within
the businesses. Often modeled as a layer or in conjunction with Enterprise Architectures,
too often BA initiatives have yielded little or no tangible results. With the pervasiveness of
BPM as the key enabler for transformation, 2013 and beyond will witness the revamped
business architecture with BPM as the core of the enterprise’s ecosystem. The business
architecture also symbolizes the approaches for innovations and specializations that could
easily be achieved by the business. A robust enterprise repository of BPM assets that
supports enterprise scale re-use, specializations, and situational executives is core to the
business architecture. Most importantly, the business architecture needs to support agility,
through empowering the business to own the change.
1
0
9
Enterprise Applications and Content
8
7
6
5
4
3
2
1
0
Social and Mobile
Business Performance
@
BPM
+
Technology Infrastructure
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10. TREND Ubiquitous Cloud
#
8
Software, platforms, and infrastructures on “the Cloud” (which means accessed via the
public Internet through a browser or mobile device) are fast becoming the preferred mode
of provisioning enterprise software. With the Cloud you can have enterprise applications
that are built securely with the BPM platform on the Cloud: BPM for PaaS. Once the BPM
solution is built and deployed, it can also execute or run on the Cloud: BPM SaaS. The year
2013 and beyond will see increasing pervasiveness of Cloud BPM PaaS and SaaS. However,
some private and public organizations have regulatory and security requirements to keep
mission critical data on-premise. So a key requirement for next generation BPM on the
Cloud is the flexibility in building either on the Cloud or on premise and easily moving
between the two options, with secure access of on-premise enterprise data.
BPM
Cloud
On-Premise
BPM
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11. TREND Transforming the
Customer Experience
#
9 with BPM-Enabled CRM
Customer Centricity means the needs, expectations, and overall experience of the customer
drives the processes and policies of the organization. One of the most robust measures
assessing the experience of the customer has been the Net Promoter Score® (NPS®). With
BPM-enabled CRM – especially customer service and support – organizations will be able
to keep their NPS® (or other) critical to customer experience measure in control in real-
time. There are three essential components of CRM: Marketing Automation, Sales Force
Automation, and Customer Service & Support Automation. With BPM-enabled CRM there is
complete visibility, transparency, and control of processes supporting automation in CRM.
Changes or customization to any aspect of CRM processes can easily be achieved, often by
the business. NPS® optimizations can be readily achieved in enterprises that are aggregated
and connected via dynamic cases that involve all the processes in an organization that can
affect the promoter scores.
Operationalized Analytical Social BPM Enabled
CRM CRM CRM CRM
BPM
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
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12. TREND Intelligent Agents –
Process of Everything
#
10
The Internet of Everything will involve processes with people and “things” or devices all
connected on the Internet. In the next decade, these “things” – just about any digital-enabled
device – will generate more Internet traffic than people. Intelligent Agents are autonomous
software solutions that can carry out work –either scheduled periodically, within a process,
or on demand. Agents can execute business rules and decisions. Agents can learn and
adapt. Human participants in Intelligent Business Process Management Suite (IBPMS) are
already augmented with guided interactions, coaching hints, and next-best-action. When
associated with “things,” the process automation extends from the confines of humans and
includes intelligent devices participating in processes. The aggregation provided by Dynamic
Case Management will involve subcases as well as process steps with device (“thing”)
activation, control or participation. The process of everything.
BPM
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13. About Pegasystems
Pegasystems, the leader in business process management and
software for customer centricity, helps organizations enhance
customer loyalty, generate new business, and improve productivity.
Our patented Build for Change® technology speeds the delivery of
critical business solutions by directly capturing business objectives
and eliminating manual programming. Pegasystems enables
clients to quickly adapt to changing business conditions in order to
outperform the competition.
For more information, please visit us at www.pega.com.
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