Case Study: Forrester achieves actionable insights to improve seamless customer journeys with Appian

The Future Of Work And Customer Experience Requires A Case Management Approach

Appian commissioned Forrester Consulting to survey 130 business and technology leaders and found many organizations struggle to deliver seamless customer journeys. Siloed systems, multiple disparate case-management applications, and poor customer-data integration leave knowledge workers spending too much time on ad hoc exceptions and limit companies’ ability to provide consistent, high-value experiences.

The study recommends a single dynamic case management (DCM) platform built on a BPM foundation that unifies data, analytics, visualization, collaboration and mobility — and can be deployed in the cloud. Respondents reported DCM improves visibility and flexibility, speeds time-to-market and upgrades, and helps workers resolve exceptions more efficiently, resulting in better coordinated processes and more memorable customer experiences.

Forrester