BPM is evolving towards a customer-centric value proposition, as businesses turn their attention toward how they acquire, serve, and retain customers. The shift to customer centricity will displace well established process improvement techniques, such as Six Sigma, and shake up an aging BPM software market. 2015 predictions include:
- The age of the customer will diminish demand for BPM suites
- The focus will be on low-code vendors for rapid process change
- BPM teams will accelerate their adoption of customer journey mapping.
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