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...

Interoperability Across CCM, CRM, ECM and CXM

By Bryan Matlock

The future of customer experience will be defined not by any single system, but by the interoperability between them
The End of IT-Dependent CCM

By Patrick Kehoe

Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand
Beyond AI: The Real Next Frontier in Customer Communications

By Liz Stephen and Mia Papanicolaou

AI has dominated headlines for the past few years in the regulated communications space, and in many ways, deservedly so. It can automate processes, personalize at scale and accelerate the production
Beyond Bots

By Eric Riz

Robotic Process Automation (RPA) has long been recognized as a tool that clicks buttons faster than humans, excelling at repetitive tasks like moving files or exporting reports
How IDP is Reshaping CCM: Transactional and Accessible Communications

By Ernie Crawford

For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in

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