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...

A Fundamental Shift

By Jennifer Raml

Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting
2025 Trends Outlook for Data and AI Initiatives

By Chris Murphy

As we reach the midpoint of the decade, it’s clear that the 2020s are testing business leaders with a drive to leverage emerging technologies, evolving customer expectations and a more complex regulatory environment
The Biggest Disruptor in Communications

By Eric Riz

Over the past 2 short years, the communications industry has been at the forefront of technological innovation, shaping how we connect, share and understand the world around us. Among the plethora of
Reducing Document Handling Errors in High-Volume Customer Support Centers

By Ryan Duncan

Efficient document management is essential in high-volume customer support centers, where handling errors can lead to costly mistakes, compliance risks and dissatisfied customers
The Business Value of Customer Experience

By Richard Huff

Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica

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