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...

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
The Future of Scaling is Self-Service Technology

By Matt Mccullough

As companies grow, processes and systems that operate well at a certain capacity often cannot keep up with larger demand, which inevitably complicates workflows and slows operations
Is Your Data Ready?

By Stephanie Pieruccini

When we look at evolving customer communications, we often focus on improving the experience by adding new delivery channels, improving content by adding color and variable images based on the audienc
Navigating a Complex Landscape

By Ernie Crawford

In a world where data breaches are a daily reality, safeguarding critical communications — like bills, invoices and healthcare documents — has become paramount. With sensitive personally identifia

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