Transforming Customer Experience: The Convergence of Social, Mobile and Business Process Management
To stay ahead in today’s rapidly changing business environment, organizations need agile business processes that allow them to adapt quickly to evolving markets, customer needs, policies, regulations, and business models. The convergence of a trio of technologies and business practices – social computing, mobile computing and business process management (BPM) – is opening up interesting avenues for business.
In order to take advantage of the convergence of Social, Mobile and BPM to become more innovative, nimble, and adaptive to change, we must first understand how these technology-based solutions work independently of one another. The following subsections provide a brief description of each domain; the rest of the white paper considers their convergence.