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 CCM Projects Go Sideways

By Jennifer Raml

If you’re staring at a Gantt chart that’s slipped three quarters, a budget that’s doubled, or a migration that looked simple in the demo and turned into a two-year saga, take a breath. You are far from alone
From Obligation to Opportunity — Compliance to Connection

By Andy Kellner

Making Every Customer Message MatterIn financial services, communication is often treated as a necessary obligation. A policy document must be delivered, an account statement must be sent, a claim let
The Future Isn’t Paper or Digital, It’s Both

By Sy Green

Enterprise communications have long been framed as a debate between physical and digital delivery. Organizations pursuing cost savings often viewed digital transformation as a pathway to reducing or e
Customer Preference vs. Customer Experience

By Andy Feest

As an avid movie goer, I regularly visit my local cinema for the latest release, blockbusters, or smaller independent films. Recently it occurred to me that my ticket purchase behavior had narrowed to
The Renewal Conversation Companies Are Already Losing

By Jennifer Raml

Every year, somewhere in your organization, a contract comes up for renewal. Your team prepares. They benchmark pricing, sketch out alternatives on paper and walk into the negotiation expecting a reas

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Solimar Systems, Compu-Mail, LLC, and Hansen360 Win the CXMPA 2026 Solution of the Year, Honorable Mention, Industry Award