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...

Why CX Leaders Win with AI

By Richard Huff

Artificial intelligence has transitioned from being a promising innovation to a fundamental business capability across a wide range of industries
The Clarity Protocol

By Tony Edwards

Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
Time for a New Generation of CCM. The Composition Era Is Ending.

By Liz Stephen and Mia Papanicolaou

We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
CCM’s Next Act

By Alan Burger

The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
I Spent Millions on ECM Modernization Before I Knew There Was A Better Way

By Keith Schlosser

Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat

Most Read

I Spent Millions on ECM Modernization Before I Knew There Was A Better Way

Time for a New Generation of CCM. The Composition Era Is Ending.

CCM’s Next Act

Solimar Systems enables ABT Mailcom to Significantly Cut File Processing from 30 Minutes to 2.5 Minutes

2026 QKS SPARK Matrix for Customer Communication Management

Aragon Research Unveils the 2026 Globe™ for Workflow and Content Automation

Gimbel & Associates and Crawford Technologies Host 2nd Annual Engage360 Industry Event Event for CCM Professionals