BPM has traditionally been part of back office optimization strategy for every organization, delivering efficiency improvement and better productivity for ERP and transaction systems. In today’s digital world, organizations have shifted their focus from cost-cutting to integrated use of BPM and automation to provide a better customer experience – all driven by the need to win, serve, and retain customers. The renewed focus on customer centricity has warranted BPM adoption. Organizations are investing in resources to close gaps between customer facing teams and processing teams, overcome barriers slowing down the introduction of innovation, and improve collaboration across internal and external stakeholders.
BPM is now about utilizing digital business transformation processes along with customer-centric process management to provide flexibility and improve end user experience. Goals for BPM now include the ability to offer high impact service improvements, cost reduction, and process optimization. The customer base is increasingly diverse ranging from tech savvy millennials to aged population demanding a solution that meets the needs of particular regions, industries, or demographic. BPM has become an integral part of service delivery model along with automation, analytics, and AI.