Systems of Engagement
Craig Le Clair
Vice President and
Principal Analyst
March 10, 2014

© 2013 Forrester Research, Inc. Reproduction Prohibited
We Have Entered The Age Of The Customer
October 2013 “Competitive Strategy In The Age Of The Customer”

79%
Inflexibility limits
change
84%
Lack of process
visibility
85%
Needs mismatch
apps
Survey of 120 Business Process Pros, Sept 2011
Today’s bloated software will not get us to new systems
of engagement

February 2012 “Mobile Is The New Face Of Engagement”
Technology: Systems Of Engagement Are The
Future Of Technology-Led Business Innovation

New Systems Of Engagement Will Reshape European Software
Priorities
August 2012 “Forrsights : European Companies Start To Embrace New Systems Of Engagement”

Business Teams Use A Range Of Systems Of Engagement-
Related Technologies
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

Business Teams Use A Range Of Systems Of Engagement-Related
Technologies (Cont.)
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

Production
Straight through
follows the
happy path
75-80%
Ad hoc
Requires ad hoc interactions to
resolve exceptions2-4%
Unique problem, requiring supervision
1-2%Opportunity for
differentiation
Limitation of
packaged
apps
The cost of
doing business
The large majority of real work goes into
handling exceptions
Structured
Collaboration
Requires interaction
with colleagues15-18%
Custom
Extensions

© 2013 Forrester Research, Inc. Reproduction Prohibited 10
And Incorporate Smart Process Technologies
Source: “Smart Process Apps – One Year Later,” Forrester Research, Inc., December 10, 2013

Untamed business processes need smart process apps

© 2012 Forrester Research, Inc. Reproduction Prohibited
Source: Forrester Research SPA Market Forecast, November 2012
SPA Will Focus On Industry Solutions
I&E Products
Trans & Log
Financial
Services
Utilities
Insurance
Smart
Process App
Market
(US$ millions)
12
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
Government
Healthcare

Systems Of Engagement Empower People, Accelerate Decisions, And
Energize Products
February 2012 “Mobile Is The New Face Of Engagement”

Customer On-boarding

Claims Processing
 Help me with shopp
 Sign me up
 Engage in my healt
 Pay my claims
 Solve my issues

Invoice Processing

Systems Of Engagement Empower People, Accelerate Decisions,
And Energize Products
February 2012 “Mobile Is The New Face Of Engagement”