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Customer Engagement From the Inside Out – Using Social and Mobile BPM to Drive Growth

Andy Moore
Malcolm Ross
Vice President of
Product Marketing
Kaushik Ray
Director - BPM Applications Group
Energy Alloys
David Carpenter
BPM Consultant
Customer engagement is the fuel for business growth in the 21st Century. The business processes that govern how a company operates at every level are what ultimately determine customer satisfaction and loyalty. In the age of social and mobile computing, the brand value of strong customer engagement - and the negative impacts of poor customer experiences - are more powerful than ever.

In this webinar, KMWorld publisher Andy Moore will moderate a panel discussion examining how modernizing internal business processes impacts the customer experience to drive growth. Panelists from two very different industries will illustrate the importance of this common goal. Independent consultant David Carpenter will discuss how real estate management giant Archstone supported its "Great Service. Guaranteed" brand promise with Business Process Management (BPM) software, and Kaushik Ray, BPM Applications Group Director at oil and gas manufacturer Energy Alloys, will show how Cloud BPM is uniting his company's ERP system with its customers' ERP systems to make business as seamless as possible. Malcolm Ross, Vice President of Product Marketing at Appian, will explain how using mobile, social and cloud process capabilities can drive the same sort of value for any organization.

Webinar attendees will learn how to:
  • Think "from the outside in" in using internal processes to maximize the customer experience
  • Rapidly deploy process improvements, and iterate over time, without negatively impacting existing systems
  • Effectively leverage social computing and mobile apps in a work context to drive real business value
Audio is streamed over the Internet, so turn up your computer speakers!

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