Clay Richardson

Mr. Richardson is a principal analyst at Forrester Research where he serves enterprise architecture professionals and is a leading expert on business process management (BPM) software, services and methodologies. He delivers strategic guidance to professionals seeking to improve collaborative and operational business processes. Mr. Richardson specifically helps enterprises establish BPM strategies, governance standards and BPM centers of excellence; identify agile and lean methodologies best suited for BPM projects; and establish vendors and technologies that help automate and optimize mission-critical business processes.

FEATURES

Design Thinking Puts the Customer Back in the Driver's Seat: Hold On to Your BPM

BY Clay Richardson

Sept. 2 2013

Business architects and business process professionals have traditionally focused on designing durable business processes that can stand the test of time. However, new technology disruptors, such as mobile...

From Hyper-Personalization to Predictive Communications

By Eric Riz

For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
Digital Was the Easy Part...

By Liz Stephen and Mia Papanicolaou

We’re now in the experience economy, where customers measure companies by how easy, clear and effective it is to get something done
How to Make Channel-Agnostic Content a Reality in 2026

By Patrick Kehoe

In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
Hybrid Test Data Strategies

By Jennifer Raml

Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Forms That Fuel Growth

By Andrew Stevens

Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro

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