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DCG research and articles about: Connie Moore

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A partnership between customer experience and operational excellence is emerging

Customer Experience and Operational Excellence join forces for digital transformation

In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >

Marketing executives: get prepared for digital security breaches

Here’s a question: is your firm (and the marketing organization in particular) prepared for the hours, days, and weeks following a major breach in your organization’s security perimeter from an external or internal attack? If the answer is no, or maybe, you are in good company. Like ostriches with their heads in the sand, the… read more >

Webinar: The Cure for Marketing Fatigue in Life Sciences: How Customer Journeys Pave the Way to Better Experiences

1:00 pm ET

Register

If you are a marketing leader in life sciences responsible for acquiring, onboarding, engaging, and retaining patients and health care providers, this webinar is for you.

Marketing is already challenging for life sciences companies. There’s the complex landscape of patients, influencers, practitioners, and channels, plus highly regulated operating environments. Adding to the pressure: Marketing expectations are also ramping up as today’s patients and physicians expect the same level of digital engagement they experience as when they bank, shop, and travel as individual consumers. Savvy marketers in life sciences must go beyond conventional campaign-based marketing, especially as patients and physicians tune out due to fatigue with endless print and broadcast. Leaders are borrowing a page from the digital playbooks in consumer industries and turning to customer journeys to bring new thinking to their marketing strategies and programs.

Join Connie Moore, Senior Vice President of Research for Digital Clarity Group, and Gina Mencias, Global Group Manager for Roche Diabetes Care, for unique insights into customer journey strategies and how they can change the ways that life science marketers engage audiences and increase the value of their marketing investments.

Read Connie’s post on journey strategies for life sciences marketers on the Salesforce blog for more insight and guidance.

Walking a tightrope without realizing the risk

Equifax’s egregious response to a hacking breach–it’s past time to take precautions

Well, it’s happened again. We should be used to it by now, but it’s still shocking. Here’s yet another massive cybersecurity breach by criminals who made off with social security numbers, birthdays, addresses, and in some instances, driver’s license numbers and credit card numbers. (See this NBC News report for more details.) This time the… read more >

A new book about business process management, authored collaboratively by experts around the world

Conversations about business process by an all-star team

  Over the past six months, I’ve had an opportunity to participate in an exciting project related to business transformation, business process management (BPM), Lean, Six Sigma, and operational excellence. Roger Tregear, a Consulting Director with Leonardo Consulting in Australia, has just published Process Precepts, a collaborative book that also includes contextual contributions by sixteen… read more >

Person using a futuristic head up display (HUD) interface screen with data and key performance indicators (KPI) for business intelligence (BI) analytics, concept about financial dashboard, technology and virtual reality (VR)

2017: Seven trends in adaptive case management (BPM) software

The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >

OPEX Week: Business Transformation Summer Summit

Meet Connie Moore at the OPEX Business Transformation Summit hosted by IQPC. This event targets business leaders who are driving their organizations towards process excellence (OPEX) in the digital era. As part of the pre-conference Customer Experience Day, Connie will deliver a workshop on marrying process excellence with the customer journey, using examples from leading organizations that are designing process hand in hand with customer journey mapping. On day one of the main conference program, Connie will participate in a panel discussion entitled “Spotlight on Culture and Change,” in which participants provide guidance on organizational change management.

Speakers represent industry leaders such as AT&T, eBay, Wells Fargo, Eli Lilly, Kellogg’s, Merck, Intel, and Swarovski.

For insights into the topics that Connie will cover, download her  analyses of business process management and organizational change management as core competencies for customer experience management (CEM). Relevant reports also include Transform Customer Experience and Operational Excellence by Going Digital Outside and Get Started on Creating Great Customer Experiences with Journey Strategies.

Webinar: Global Awards for Excellence in Case Management

11:30 am ET

Connie Moore is co-presenter of the Annual Workflow Management Coalition (WfMC) Case Management Awards, announced live during this online event. Connie shares the virtual podium with Keith Swenson, Chairman of the WfMC and Vice President of Research and Development at Fujitsu North America. As part of the webinar, Connie will also provide insights on case management trends.

The WfMC awards recognize user organizations worldwide that have excelled in implementing innovative solutions for case management, a business practice closely related to business process management (BPM). 2017 nominees include Blueprint Genetics, Law Society of Singapore, National Bank of Kenya, PowerSouth Energy Cooperative, and University of Notre Dame. Attendees have an opportunity to learn from award winners — what they did, how they did it, and what results they achieved. Registration is open to all.

For related analysis, read Connie’s post on BPM and case management.

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BPM: making the case for case management software

About five years ago, a new term emerged within the business process management (BPM) software market. This term, case management, refers to a specific approach for getting complex, information-intensive work done, as well as providing the name for a new category of BPM software. Case management, or adaptive case management as the WfMC calls it,… read more >

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