June 26th – Webinar on Delivering Effective Customer Experiences

On June 26th, 2012 ISIS Papyrus proudly presents a free webinar on how to achieve tangible business outcomes by creating effective customer experiences. Under the title ‘Standing Out From The Crowd – Engaging The Business To Deliver Compelling Customer Experiences’ two top experts will discuss the application of Adaptive Case Management (ACM), which promises to be an an outstanding experience in itself.

Max J. Pucher, CTO of ISIS Papyrus and co-author of what can be called the ‘Bible of ACM’, will be joined by internationally renowned BPM expert Derek Miers from Forrester to discuss a range of interesting topics that show how business users can create mission critical processes that link people, information, and applications across geographically distributed, organizational functions and how empowered process owners can fulfill strategic business goals.

The key lies in a Business Architecture (BA), whose main goal – as a subset of Enterprise Architecture – it is to enable the business to improve customer service quality through better transparency, flexibility and adaptability of business operations. Papyrus Adaptive Case Management delivers the necessary flexibility and adaptability. It allows organizations to model their core capabilities, to define goals, targets and strategic objectives and gives management the tools to measure and assess outcomes in real time.

ISIS Chief Architect Speaks at Forrester’s

ISIS Papyrus Founder and Chief Architect Max J. Pucher will hold one of his famed addresses at this year’s Business Process & Application Delivery Forum hosted by Forrester Research. Mr. Pucher is one of the pioneers of a new paradigm on how to approach knowledge work in modern collaborative enterprise settings and how to view relations between business users and IT.

Besides having written a number of literary works, Max J. Pucher has also co-authored an influentual book on Adaptive Case Management (ACM) called “Mastering the Unpredictable”. The principles laid out in this volume are reflected in his practical achievements as Chief Architect and mastermind behind the innovative Papyrus Platform.  He designed the core technology with a business architecture repository, distributed object-oriented transaction engine, and embedded object-relational database. He holds several software patents in the area of artificial intelligence for the so-called user-trained agent, a machine learning component for auto-discovery of process knowledge.

Mr. Pucher also runs a popular blog where he airs his views about current trends in IT with a mixture of  in-depth analysis, well-rounded arguments and subtle humor. The blog also provides more detailed information about the concept of ACM, which makes orthodox business process management (BPM) as much obsolete as standalone ECM and CRM. Moreover, it shows Mr. Pucher’s firm commitment for placing human aspects before cost optimization aspects in process management and strongly advocates empowerment and intrinsic motivation for the improvement of cost/quality ratios.

Background of DOCCM

As reported earlier, a Forrester Research report on Document Output For Customer Communications (DOCCM) yielded excellent results for ISIS Papyrus and concluded that its vision in this area by far exceeds that of other vendors.

Forrester defines the term DOCCM as follows: Software used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience.

The report then describes three application needs as part of DOCCM:

• Structured Output runs in batches, often in large volumes. Structured output is scheduled, consistently formatted, and sent as part of a service relationship (much like phone bills and brokerage statements); it also includes batch digital or offset print runs.
• Interactive Output marries custom content or data with preset structure. Interactive output requires the human touch, often matching variable customer data with structured forms or templates, providing a more individualized output; examples include customer correspondence and negotiated documents like group insurance policies or derivative and margin contracts“.
• On-Demand Output is triggered by multichannel requests. Events from the Web, fax, phone, email, transactional systems, or enterprise applications drive on-demand output, and on-demand events may also be initiated by a human being via a keystroke, as in call center correspondence.

As all these areas are very well covered by the Papyrus Platform business architecture with its concept of consolidated processes in the context of inbound and outbound content the positive results come as little surprise. To read this interesting report in detail request your copy now from ISIS Papyrus.