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These days, BPM professionals are under pressure to go far beyond just delivering process improvements. Today, as Forrester's Connie Moore puts it, "they're also instrumental in driving transformation initiatives with a bull's eye on improving every process that touches or involves the customer."

Forrester's recent Business Process Forum, "The New World of Customer Engagement," focused on the latest thinking about BPM and the customer experience. Among the event's highlights:

"Forrester: BPM pros need to become customer-engagement experts," by ebizQ Site Editor Anne Stuart, covering a keynote address by Forrester analyst William Band.

ebizQ's pre-event coverage included:

"Crowdsourcing helps light the way to BPM success," a guest column by Forrester analyst Clay Richardson, who's scheduled to give several presentations during the forum.

"Dynamic case management: Today's tool of choice for subduing untamed processes," an article by Anne Stuart filled with advice from Forrester analyst and forum speaker Craig Le Clair.

"Process governance: Why it matters, how to do it right," a Q & A featuring ebizQ's Peter Schooff and Forrester analyst Derek Miers, another forum speaker.

Following is some coverage of Forrester's annual Content & Collaboration Forum, which ran concurrently with the BPM event:

"Collaborating in the cloud: Tips for choosing online collaboration tools," a guest column by Forrester analyst TJ Keitt.

"Mobile collaboration: Harnessing the next phase in mobility," a feature by ebizQ contributor Crystall Bedell.

"Generate real business value with collaborative online communities," Part I of a Q & A between ebizQ's Peter Schooff and Forrester's Rob Koplowitz. This interview transcript links to a podcast version of the interview.


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