BPM has traditionally been a part of the back office optimization strategy for every organization, delivering efficiency improvement and better productivity for ERP and transaction systems. In todays Digital world, organizations have shifted their focus away from cost-cutting alone 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 to invest resources to close gaps between customer-facing and processing teams, overcome barriers slowing down the introduction of innovation, and improve collaboration across all internal and external stakeholders.
BPM is now about utilizing digital business transformation processes along with customer-centric process management to provide flexibility to improve the end customer’s experience. Goals for BPM have now changed to offer high impact service improvements, cost reduction, and process optimization by introducing innovation and disruption for service transformation. The customer base in increasingly diverse from tech savvy millennials, increased aged population and a more sophisticated buyer of products that meet the needs of the particular regions, industries or demographic. BPM has become and integral part of the service delivery model along with automation, analytics and AI.