Discussions around customer service strategies have shifted from “customer management” to “customer engagement.” A recent piece in InformationWeek on  “Seven Ways IT Can Improve Customer Service” highlights this shift. The article, by Forrester Research senior analyst Kate Leggett, pays a lot of attention to process improvement and process consistency. Kate is a leading expert on customer service strategies, and a member of Forrester’s Business Process team, so this comes as no surprise. What is a little surprising is that she didn’t call out Mobile BPM and Social BPM more directly in her analysis. These components of Appian’s BPM software are playing a huge roll in the strategies our customers are rolling out to engage with their customers.

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Tags: , Business Process Management, customer experience, Forrester, Informationweek, mobile BPM, Social, Social BPM

Today, government IT pros have a great opportunity for a crash-course on best practices in building secure, on-demand clouds for their federal agencies. InformationWeek is hosting the GovCloud 2011 event at the Reagan Pavilion in Washington, D.C. Appian is an event sponsor, in keeping with our strong commitment to Cloud BPM for the federal market.

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Tags: , BPM for Government, BPM in the Cloud, Cloud Computing, Government 2.0, Informationweek

Congratulations to Crawford & Company (NYSE: CRDA; CRDB) for its outstanding showing in the recent InformationWeek 500, a list of the top technology innovators in the United States! This marks the third year in a row Crawford has placed on the list, the second year it has been named in the top 100 and the highest placement for the Company to date. In addition, the Company was named an industry finalist in the insurance category for the first time. Crawford’s record placement is the result of its focus on a variety of technology initiatives, including  business intelligence, social networking, global data warehouse technologies and Business Process Management software.

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Tags: , application development, BPM for Insurance, Crawford & Company, Informationweek, mobile BPM, Social, Social BPM

David Carr at Informationweek wrote a story yesterday asking “Should Enterprise Software be Just Like Facebook?” He makes some very good points about what has become of the former simplicity of the Facebook user experience. But I believe there are two key points missing from his piece. Through our BPM software, Appian addresses both in our approach to the Social Enterprise and Social BPM.

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Tags: , Appian 6, Facebook, Informationweek, Social, Social BPM, social technology