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1、Business Process Management 2024Trends&PredictionsThe Future of Business Processes According to ExpertsBusiness Process Managements Next ActBusiness process management(BPM),both a technology and a strategic discipline,is the key to scaling your intelligent automation(IA)to new heights.Not only does

2、it facilitate total visibility into your business processes,but it also lays the foundation for organizations to achieve a complete and successful digital transformation.Through the lens of BPM,the stage is set for how your organization can think bigger with intelligent automation.This involves orch

3、estrating and managing end-to-end workflows,predicting outcomes,strengthening performance,transforming customer experiences and continuously delivering a high return on investment.As markets continue to evolve,several challenges and solutions are expected to shape the future of BPM,sometimes referre

4、d to as business process automation(BPA)or process orchestration.As a leader in this space,SS&C Blue Prism is uniquely placed to give you exclusive insights into the upcoming trends in BPM,and its complementary technologies such as task mining and process mining.Weve gathered data from analysts and

5、SS&C Blue Prism thought leaders to bring you an in-depth analysis of where they see BPM heading in 2024.The result is seven BPM predictions that are designed to help you better deliver transformational value.12%The BPM market is projected to grow at a 12%compound annual growth rate(CAGR)to$26.18 bil

6、lion by 2028.Fortune Business Insights 70%According to Gartner,“By 2025,70%of enterprises in all industries will have engaged digital business model transformation services to implement analytics-driven business decision and management capabilities.”Gartner,Competitive Landscape:Business Process Aut

7、omation,14 April 20231 Introduction2024 Business Process Management Trends&Predictions|2ContentsBusiness Process Management 2024Trends&PredictionsBPM/BPA A Digital Transformation Enabler257Citizen-Led Process Development2Generative AI+BPM1410Compliance and Security Are Top-of-Mind313Seamless Synergy

8、 From End-to-End4165Elevating Experiences and Services19Centering on the Customer6227Getting Down to the Details2024 Business Process Management Trends&Predictions|31Generative AI+BPMUnlocking New Opportunities Trends&Predictions2024Generative AI+BPMUnlocking New Opportunities 1The public debut of g

9、enerative AI and its utilization of large language models(LLMs)earlier this year prompted businesses across industries to swiftly strategize on how they can harness this developing technology to their advantage in their processes.Gen AIs uses in business processes currently exhibit promising potenti

10、al to streamline complex workflows,automate routine tasks and enhance decision-making processes.Specifically,how it can expedite and efficiently support the creation of well-documented process maps,standard operation procedures(SOPs)and insights summaries and reports.Organizations are also exploring

11、 their ability to generate real-time,contextual responses to optimize customer interactions and personalize communications.But as the generative AI narrative continues to unfold,organizations must ensure data security and compliance are top-of-mind in their business processes.This is one area where

12、well see BPM deliver even more value as it supports the enforcement of compliance,automatically checks quality and monitors work all in one centralized place.TOP TIPS80%Generative AI is a high priority for leaders:33%of AI decision-makers say theyre expanding its use at their company,while 29%say th

13、eyre experimenting with it.Forrester,Predictions 2024:The Future of Work“In the 2024 Gartner CIO and Technology Executive Survey,80%of respondents said they are planning adoption of generative AI within three years.”Gartner,We Shape AI,AI Shapes Us:2023 IT Symposium/Xpo Keynote Insights,16 October 2

14、02312030With generative AI added to the picture,30%of hours worked today could be automated by 2030.McKinsey&Company,Generative AI and the future of work in AmericaEducate and understand how and where gen AI can add value to your business processes.Develop a generative AI framework to support its st

15、rategic and compliant integration in your processes.Prepare your infrastructure and do your due diligence as more vendors offer gen AI capabilities.2024 Business Process Management Trends&Predictions|5Generative AI+BPM What were seeing“The public release of ChatGPT sparked significant innovation,par

16、ticularly in leveraging LLM and gen AI technologies.Although still evolving for business and mission critical processes,these technologies already offer promising applications in attended and task-focused areas.However,with a surge of offerings from top vendors,customers need discernment to sift thr

17、ough the hype and realize consistent value.”Christopher Grnne Skaanild,head of competitive intelligence“Further sophistication in LLMs and gen AI will simplify creation of automations and tackle complex and hard-to-automate processes.”Sunny Saha,SVP and general manager,Asia Pacific“Many organization

18、s are on old BPM technology that requires modernization to compete in todays fast-changing marketplace.The delay in moving causes upgrades and transformations to take longer than expected.Organizations should opt for a green field approach if their current technology is old,as it will result in a qu

19、icker implementation and faster ROI.Additionally,plan to upgrade annually and put that plan into your annual budgets to keep yourself on modern experiences.”Brian Hesse,product manager IV2024 Business Process Management Trends&Predictions|62Citizen-Led Process DevelopmentIncreased Accessibility for

20、Business Users Through Low-and No-CodeTrends&Predictions2024Citizen-Led Process DevelopmentIncreased Accessibility for Business Users Through Low-and No-Code2Many organizations find maintaining legacy systems challenging as new or improved technology is introduced.Businesses must ensure their tools

21、are evolved and updated to support advancements like generative AI.As such,many are adopting low-code and no-code tools,empowering citizen developers to help speed up process improvements,and will continue to do so well into 2024.Low-and no-code platforms make it simpler and more intuitive for busin

22、ess users to build enterprise web applications.This means they can create rich customer journeys themselves,relieving reliance on developers and IT.It also provides an opportunity for regular business users to become citizen developers,actively participating in challenge identification and solution

23、development.When paired with BPM,low-and no-code solutions help businesses automate processes more efficiently,cost-effectively and faster to achieve their digital transformation goals.As more integration capabilities with pre-designed connectors grow,along with low-and no-code solutions,it will all

24、ow business processes to interact with their customers and associates in bold new ways and enhance their overall functionality.“CIOs have already been laying the foundation for democratized digital delivery with technologies such as low-code platforms,which 64%of CIOs said they have deployed or plan

25、 to deploy in the next 24 months.”Gartner Press Release,Gartner Survey of Over 2,400 CIOs Reveals That 45%of CIOs are Driving a Shift to Co-Ownership of Digital Leadership,October 17,20231 80%By 2028,gen AI-based tools will be capable of writing 80%of software tests,decreasing the need for manual te

26、sting and resulting in improvements to test coverage,software usability,and code quality.IDC Futurescape:Worldwide Generative Artificial Intelligence,#US51291623,October 2023Explore low-and no-code solutions in your process orchestration strategy.Provide training and support on new tools and process

27、es so users feel empowered.Ensure governance to maintain quality,security and compliance standards across applications.TOP TIPS64%2024 Business Process Management Trends&Predictions|8Citizen-Led Process DevelopmentWhat were seeing“Theres a growing trend towards empowering individual departments or t

28、eams.By allowing them to create and oversee their own automation solutions,businesses bypass the traditional reliance on centralized IT,leading to faster deployments and tailored solutions.”Christopher Grnne Skaanild,head of competitive intelligence“There will be increased pressure on productivity a

29、nd efficiency in long-established,traditional businesses as they face stronger competition from new and agile competitors that were born digital.This will put more pressure on companies to seek alternative ways to perform work as they are compelled to reduce headcount in order to remain competitive.

30、”Jerry Wallis,head of industry strategy,EMEA“Most organizations will leverage no-code automation tools to help scale digital transformation initiatives and democratize AI.”Sunny Saha,SVP and general manager,Asia Pacific“Our approach will be to orchestrate humans,systems and AI into business processe

31、s without code,put humans in the loop and use digital workers as agents.This will overcome a lack of expertise,enable better outcomes through data-driven decision-making and provide for higher productivity and accelerated speed to automation.”Patrick Tyne,VP of product management 2024 Business Proce

32、ss Management Trends&Predictions|93Compliance and Security Are Top-of-MindSeamlessly Integrating Compliance Measures Into Processes Trends&Predictions2024Compliance and Security Are Top-of-MindSeamlessly Integrating Compliance Measures Into Processes 3In 2024,we predict regulatory compliance and sec

33、urity will take up more of the spotlight as key priorities for organizations.The rise of transformative technologies such as generative AI,AI and blockchain introduced new challenges for businesses to navigate.Additionally,environmental,social and governance(ESG)regulations are emerging as pivotal f

34、actors,adding another layer of complexity to the compliance landscape.We expect BPM to act as a strategic enabler,providing a structured and planned approach to incorporating new technologies while ensuring that security and compliance measures are robustly integrated.Furthermore,BPM will continue t

35、o empower organizations to proactively address security and compliance,as it helps monitor,adapt,prioritize and optimize processes in real time.37%Regulatory enforcement of AI and genAI rules and standards will take time to kick in,but companies are already at work:37%of AI decision-makers updated t

36、heir organizations existing policies for genAI and another 23%have implemented new companywide genAI policies.Forrester,Predictions 2024:Artificial IntelligenceBy 2025,70%of enterprises will form strategic ties with cloud providers for gen AI platforms,developer tools,and infrastructure,requiring ne

37、w corporate controls for data and cost governance.IDC Futurescape:Worldwide Generative Artificial Intelligence,#US51291623,October 2023Review your processes regularly,especially when using new/more technologies.Take a proactive approach by making processes compliant now,rather than waiting for regul

38、ations to be in place.Fortify your protocols to ensure a secure and regulated integration of generative AI.TOP TIPS70%2024 Business Process Management Trends&Predictions|11“2024 will see an avalanche of regulations fall on companies it is not just about emissions and carbon footprint,so there is so

39、much more that is going to be needed to report on.And data collection and management will be an integral cog in that wheel if not the most important cog because accurate,timely and auditable data is the bedrock of all regulatory reporting.”Michael Mclaughlin,VP alliances and commercial operations“Wi

40、th the growing volume of data and increasing regulatory requirements,ensuring data security and compliance in BPM processes is a challenge and is heightened substantially with the introduction of generative AI.Its critical to implement robust security measures,encryption,access controls and complian

41、ce monitoring tools.Adopting a BPM solution that regularly updates to stay in line with changing regulations is critical.”Greg Walker,product marketing managerCompliance and Security Are Top-of-MindWhat were seeing2024 Business Process Management Trends&Predictions|124Seamless Synergy From End-to-En

42、dThe Continued Consolidation Into a Single Platform Vendor/ModelTrends&Predictions2024Seamless Synergy From End-to-EndThe Continued Consolidation Into a Single Platform Vendor/Model42024 will also see the continued consolidation of various intelligent automation technologies into a single vendor or

43、platform model that offers a full end-to-end customer journey experience for BPM users.This consolidation of BPM,robotic process automation(RPA),intelligent document processing(IDP)and process intelligence(process mining and task mining)is part of the broader trend in business automation and process

44、 orchestration,aiming to provide a more holistic and efficient approach to managing and optimizing business processes and customer interactions.Utilizing a single vendor or platform will support increased efficiency and effectiveness of how organizations plan,design,implement and analyze consistent

45、processes across their entire workflow.It will unlock even more capabilities for BPM,enhancing its ability to support dynamic and collaborative work while significantly lowering the total cost of ownership(TCO).Providers are positioning task mining solutions as part of their bigger platform offering

46、 either in combination with other intelligent automation technology such as process mining and RPA or as applications to serve specific processes/use cases.Everest Group,Task Mining State of the Market 2023“End-to-end automation is expected to span across verticals,partners and business units within

47、 organizations.This is reflected in the way BPA offering vendors have expanded their automation capabilities to include adjacent technologies such as process mining,discovery and intelligent document processing(IDP).”Gartner,Competitive Landscape:Business Process Automation,14 April 20231Opt for a B

48、PM partner specializing in both the discipline and technology.If opting for a mix-and-match approach,thoroughly test components for compatibility.Choose a single-platform partner with broad IA capabilities for easier tech implementations.TOP TIPS2024 Business Process Management Trends&Predictions|14

49、“Market confusion around what features vendors really have in BPM and orchestration.Many vendors are trying to say they have BPM and orchestration when they really do not offer true solutions.Organizations should do their due diligence to differentiate fact from hyperbole.”Brian Hesse,product manage

50、r IV“As AI-powered automation technologies continue to unlock new or previously untapped value for organizations,so too will the desire to simplify the management of technology.Organizations will want to focus their attention on extracting value,not managing individual technologies and their complex

51、 integrations.This will further accelerate the platform adoptions;platforms which include process automation,orchestration,intelligence and development.”Natalie Keightley,senior director of product marketing“Further convergence of previously disparate areas of automation and other technologies in 20

52、24 will empower a truly collaborative landscape for optimizing a hybrid(human+digital)workforce.”Sunny Saha,SVP and general manager,Asia Pacific“The automation industry and analysts are broadly aligned behind a common suite of technologies that are needed,for a business to drive enterprise scale and

53、 strategic automation programs.These include RPA,process orchestration/BPM,intelligent document processing(increasingly linked with conversational AI and generative AI),process intelligence(process mining and task mining)and AI/ML.Many organizations will have adopted these technologies in silos,but

54、will increasingly look for unification between these platforms either through vendors with a broader and fully integrated suite,or through smart orchestration and management across the disparate automation stack.”Colin Redbond,SVP productSeamless Synergy From End-to-EndWhat were seeing2024 Business

55、Process Management Trends&Predictions|15Elevating Experiences and Services5The Move to Microservices and ComponentizationTrends&Predictions2024Elevating Experiences and ServicesThe Move to Microservices and Componentization5Technology is advancing quickly.It will be critical for BPM platforms to evo

56、lve by adopting microservices and componentization,allowing for seamless upgrades of specific software components with the latest modern features.This proactive approach ensures BPM systems and organizations stay at the forefront of innovation and that organizations have access to the tools they nee

57、d to continue succeeding.Microservices involve breaking down complex processes into smaller,independent components providing flexibility,scalability and isolation.Meanwhile,componentization of BPM technology solutions will divide BPM systems into modular components that can be customized and integra

58、ted as needed.This offers organizations even more configurability,easier maintenance and cost efficiency.Both these trends complement each other,allowing organizations to create highly adaptable and customizable BPM ecosystems that closely align with specific business requirements.Thus,enabling rapi

59、d responses to shifting environments.97%of business and technology decision-makers said that their firms IT maturity was at the traditional or modern stage,suggesting that those organizations are still in catch-up mode in their efforts to make their core back-office operations future fit.Forrester,P

60、redictions 2024:Enterprise SoftwareSome vendors have recognized the need for a diverse set of process automation technologies,and rather than taking a build/buy approach,theyve partnered with dominant vendors in the market and offer prebuilt,maintained integrations.Forrester,Design a Future Proof Pr

61、ocess Automation TechniquePick a BPM partner who values innovation and allows for easy and seamless upgrades.Update management following BPM implementation to show its lasting value.Explore opportunities to adopt microservices and component-based approaches.TOP TIPS“Use of BPA platforms to build a h

62、eadless orchestration layer on top of existing enterprise applications,microservices or automation technologies is on the rise.”Gartner,Market Guide for Business Process Automation Tools,23 October 202312024 Business Process Management Trends&Predictions|17“Change management and associate buy-in are

63、 often overlooked during the process transition experience.As part of a BPM implementation or upgrade,include evangelists within your users to help with the adoption of your new technology.”Brian Hesse,product manager IVElevating Experiences and ServicesWhat were seeing“Change management is crucial

64、in BPM implementation due to the challenges all levels of an organization face when adapting to new processes and technologies.It addresses resistance to change,ensuring a smoother transition by helping employees and stakeholders overcome their fears or attachment to familiar practices.It also drive

65、s a cultural shift towards a process-oriented and data-driven approach,fostering alignment and buy-in among the workforce.”Greg Walker,product marketing manager2024 Business Process Management Trends&Predictions|186Centering on the CustomerAn Approach That Departs From the Business Optimization View

66、 Trends&Predictions2024Centering on the CustomerAn Approach That Departs From the Business Optimization View 6Traditionally,BPM has been seen as a business optimization tool.Leaders implemented BPM to refine internal processes for optimal efficiency.While this perspective remains relevant,2024 will

67、continue to see organizations strategically shift their mindset toward a customer-centric focus.Instead of asking how processes can be made the best they can be,the pivotal question will evolve to address customer satisfaction.The new imperative becomes how we optimize processes to enhance internal

68、efficiency and better serve and fulfill the unique needs of our customers.Well continue to see more adoption of BPM/BPA as it becomes the strategic advantage to improve the customer experience.This involves optimizing processes that directly impact customers,leading to faster response times,improved

69、 data accuracy,more self-service options and effective omnichannel management.This shift will open the gateway to a more profound understanding of business processes,especially how their orchestration offers an enriched experience for all stakeholders,including the organization,customers and partner

70、s.60%After a temporary focus on gen AI,60%of enterprises will refocus on mandating automation strategies based on outcomes rather than specific technologies by 2025.IDC FutureScape:Worldwide Artificial Intelligence and Automation 2024 Predictions,#AP50341323,October 202342%of AI decision-makers iden

71、tified improving or personalizing CX as a top use case for the technology.Forrester,Predictions 2024:CX Teams Should Buckle Up For A“Fun”RidePrioritize customer-centric processes.Automate where you can and use people where you should.Define and align your customer and business strategies,and BPM too

72、l.TOP TIPSThe global average customer experience will improve for the first time in three years.Forrester,Predictions 2024:Customer Experience 3 years2024 Business Process Management Trends&Predictions|20“We will move away from action-driven automation(how is it achieved)towards outcome-driven autom

73、ation(what is needed).”Kavitha Chennupati,senior director,product management“Customers will start to care less about automation and AI and more about the strategic question of how work gets done and what the characteristics of the future workforce needs to be.”Jerry Wallis,head of industry strategy,

74、EMEA“By centering strategies on customer needs and preferences,businesses can create value,gain a competitive edge and foster loyalty.This approach enables a holistic view of the customer journey,identifying areas for improvement and encouraging innovation.It also ensures long-term sustainability by

75、 nurturing enduring customer relationships and fostering employee engagement through a shared understanding of how their efforts impact customer satisfaction.Ultimately,while business optimization targets efficiency,a customer-centric approach in BPM aligns strategies with customer expectations,fost

76、ering success through enhanced experiences and lasting connections.”Greg Walker,product marketing managerCentering on the CustomerWhat were seeing2024 Business Process Management Trends&Predictions|217Getting Down to the Details Driving Better Understanding of Processes Trends&Predictions2024Getting

77、 Down to the Details Driving Better Understanding of Processes 7Implementing business intelligence remains crucial to fostering informed decision-making and maintaining a competitive edge.This wont change in 2024.In fact,it will become more imperative for organizations to adopt as processes grow to

78、accommodate new technologies and innovations.Tools such as process mining and task mining will only become more important as organizations look to understand how their actual processes work,discover any deviations and identify areas where they should focus their improvements.These tools become integ

79、ral to modernizing organizations processes so they can be more responsive to customer needs.We will also likely see business intelligence solutions offer more capabilities,such as integrating AI,so processes can be identified and improved automatically with minimal human intervention.50%+More than 5

80、0%of organizations now use process intelligence tools,and the remainder plan to use them.This focus on data-driven process analysis indicates a more mature approach to automation because these tools give firms ongoing process insight required to make informed choices about when and where to automate

81、.The proliferation of process intelligence tools marks a step change in the evolution of automation strategies from task automation to end-to-end process automation.Forrester,Predictions 2024:AutomationTo help enterprises achieve greater business value,the technology continues to evolve with a host

82、of new and native capabilities across several dimensions:Context-aware data capture;Enhanced data privacy;AI-powered task discovery;Monitoring and insights;Actionability.Everest Group,Task Mining State of the Market 2023Organizations should continue to invest and use business and process intelligenc

83、e tools.Integrate process intelligence tools,RPA and BPM for a competitive edge.Explore the digital twin concept so you can model improvement impacts.TOP TIPS2024 Business Process Management Trends&Predictions|23“Process mining and task mining will actually deliver what it has claimed it would.All t

84、he analysts said that process and task mining would deliver enormous benefits(visibility of data insights of processes,performance improvements,etc.)but very few companies have managed to succeed in this area because task mining is difficult to do.Task mining will finally deliver on hype in 2024 inc

85、rease efficiencies,optimize processes,increase compliance through better auditing and allow enterprises to make data-driven decisions.”Michael Mclaughlin,VP alliances and commercial operations“While automation in conjunction with a strong BPM plan can help improve processes,you cant fix a bad proces

86、s simply by applying technology to it.Thats why analysis and planning should lead the process.This means undertaking a systematic evaluation of current processes and outcomes.”Greg Walker,product marketing managerGetting Down to the Details What were seeing“Process orchestration,a component of BPM,w

87、ill continue to be a driver of IA as mundane,task-type work can be automated completely without the need for human intervention.”Brian Hesse,product manager IV2024 Business Process Management Trends&Predictions|24BPM/BPA A Digital Transformation EnablerThe trends and predictions outlined in this rep

88、ort offer a comprehensive overview of the ongoing developments in business process management(BPM)and business process automation(BPA).Given the rapid pace of technological advancements,making precise predictions about the future is challenging.However,the undeniable reality is that organizations ne

89、ed to be well-prepared for what lies ahead.As businesses face the uncertainties of the future,a well-planned process orchestration strategy becomes essential for staying strong,adaptable and successful in the constantly changing landscape.2024 Business Process Management Trends&Predictions|25ANALYST

90、S AND CUSTOMERS TRUST US TODELIVER VALUE WITH AUTOMATIONA 2023 Gartner Magic QuadrantTM Leader for Robotic Process Automationmr-0258 2023 Blue Prism Limited.“Blue Prism,”the“Blue Prism”logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited and its affiliates.All R

91、ights Reserved.Start your digital transformation journey by speaking with one of our intelligent automation experts.Click below and please indicate your industry or area of interest so we can best assist you.Contact UsEmail us at bpm- to learn how SS&C Blue Prism can help your organization realize t

92、ransformational business value with intelligent automation.SS&C Blue Prism allows organizations to deliver transformational business value via our intelligent automation platform.We make products with one aim in mind to improve experiences for people.By connecting people and digital workers,you can

93、use the right resource,every time,for the best customer and business outcomes.We supply enterprise-wide software that not only provides full control and governance but also allows businesses to react fast to continuous change.Exceed customer expectations,stay competitive,accelerate growth.To learn more,visit and follow us on Twitter blue_prism and LinkedIn.1.GARTNER is a registered trademark and service mark of Gartner,Inc.and/or its affiliates in the U.S.and internationally and is used herein with permission.All rights reserved.