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2015: The year of growth and improved knowledge work

imageBy all counts, 2015 is shaping to be great year – key market dynamics are changing with hiring returning to the fastest pace since 2007, and US GDP growth forecast to hit a healthy 2.9% for 2015. By comparison, a good 2014 saw GDP grow by 2.2%. In a growing economy, businesses must work double-duty not just to grow and retain their customer base, but also their employees – their most key asset that make their business happen.

So we see the need for reinventing how work gets done to create more customer-centric operations as an urgent and immediate priority. Simplifying knowledge and judgment work for your employees and providing them a stimulating empowered work experience where they can delight customers will become essential, not just a nice-to-have. We see great opportunity to be at the crossroads of both customers and employees – at the very intersection of how work gets done. 2015 will be a watershed year for Smarter Process as we grow adoption across the marketplace. We see our core business expanding and a number of exciting new developments that we will bring to market next year.

Looking at 2014, we’re having very successful year with an exciting finish in 4Q. One of our 4Q highlights was another outstanding Smarter Process Summit – our end of year by-invitation event held at Napa, where over three days we had a great mind-meld with customers and leading pioneers in the business operations space. It was an opportunity for customers to meet each other, exchange ideas and collaborate with our IBM experts and industry thought leaders. This year, we had customers share some fantastic successes and express a throbbing optimism for the future of their businesses being reinvented with Smarter Process. I’m delighted to say that we saw great traction for the Smarter Process vision and strong validation of our future roadmap.

Above all we had many vibrant customer successes – one of our large banking clients presented their experience as they venture into real-time, actionable insights. They are using the ODM Advanced to better understand their customers and identify changing behaviors that opens up new opportunities. As a simple example, if a customer who typically trades in the automotive space is on their digital web channel looking at commodities today, then that’s a great opportunity to reach out and assist with their new pursuit. However, it is as much about the quality and richness of the automated response, in addition to the timeliness and that’s where ODM Advanced shines. This is just the beginning of their journey, but it was confirmation that ODM Advanced is going to revolutionize how our clients interact with their customers in the future. You can
read about the ODM Advanced announcement in one of my previous blog posts.

It is also exciting to see the Cloud vision for Smarter Process coming through as we reach new audiences and lower the barrier and skill level needed to reinvent work. We have seen tremendous traction for our industry leading BPM on Cloud offering – our full function iBPMS available in the Cloud. We’ve seen clients take advantage of cross-geo availability with a large electronics manufacturing firm implementing an end-to-end customer onboarding process completely in the Cloud. And they did it in 2 months. Another global automotive manufacturer consolidated 5 disparate contract management systems into a single process in the cloud in less than 3 months. Speed of adoption is the underlying theme here, but speed with uncompromised process innovation and at high scale, so it truly impacts how their businesses are run.

We’ve also seen broad adoption of our Blueworks Live SaaS based process discovery tool, where users collaborate on process modeling that has over 50,000 users and continues to grow rapidly. We talked about Elevations Credit Union’s award-winning success with Blueworks Live in my last post.

Ultimately, these customer successes encourage us to continue to innovate and evolve our portfolio. We’re bullish on the close of the year and the upcoming year ahead that we will provide game-changing solutions for our customers. As we head into the holiday season take some time to reflect and think about what the next year means for your business. To get started on your own customer focused process reinvention get your free copy of Smarter Process for Dummies.

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