Blog Archives

Is Customer Engagement and Experience the new CRM?

I am currently traveling on our ISIS Papyrus Roadshow 2013. The theme of our event series – as well as my keynote – is ‘Customer Engagement and Experience’. It was therefore sensible to include an intermediate stop at the Gartner Group

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Posted in Adaptive Case Management, Adaptive Process, CRM, Customer Relationship Management

What is a process and what is BPM?

One could fill many books trying to answer the question in the title. Oops! All those books have already been written. So has the question been answered conclusively and in concurrence? Absolutely not. Hence, I will look at processes from

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Posted in Adaptive Case Management, BPM, Customer Communications

Go Home and Destroy Something!

I have just completed reading Walter Isaacson’s biography of Steve Jobs. In the last few pages he recalls a conversation that he had with Steve a few weeks before his death. Like me Steve Jobs has spent time to study

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Posted in analysts, Business Strategy, IT Concepts

Goal-Orientation in Process Management

As ‘goal-orientation’ has become another buzzword for BPM I will summarize here the state-of-the-art. The concept of ‘goal-orientation’ is not a new IT term but used in psychology, economy, organizational theory and recently in agent-based artificial intelligence research. Even J.

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Posted in Adaptive Process, BPM, Business Architecture, Executives, Machine Learning, Social Media

Gartner Group 2011: Intelligent Business Operations

At the Gartner Portal and Collaboration conference in London I had the opportunity for a long conversation with Gartner Fellow Tom Austin about Pattern-Based Strategy and People-Centric Computing. I was surprised that he was surprised that I felt that these

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Posted in Adaptive Case Management, Adaptive Process, analysts, Business Architecture

Gartner Group 2020: The De-routinization of Work

Not so long ago I had an inquiry call with Tom Austin, vice president and Gartner fellow. We talked about the Information Workplace and my approach that businesses are not predictable, decomposable structures, but complex adaptive systems like everything that

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Posted in Adaptive Case Management, IT Concepts, People Management

Gartner Group predicts Adaptive Process Trend

After posting this, I now realize that I need to thank analyst Janelle Hill (and colleagues) for making their predictions on BPM despite my disappointments with Gartner Group in the past. As a matter of fact, they are now validating

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Posted in Adaptive Process, analysts, Application Lifecycle, BPM, Process
Max J. Pucher

Max J. Pucher - Chief Architect ISIS Papyrus Software

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by Max J. Pucher. All rights reserved.
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