| | March 20169CIOReviewordination of tasks and activities involving human participants as well as `Things' (including robots) and enterprise applica-tions. In other words, connecting IoT and Customers will need robust orchestration which is precisely the sweet spot of BPM. There are a number of examples of how BPM can act as the strongest link between the customer and IoT in the digital age. Consider, for example, the fact that, with the rise of connected devices, appliances and machines in our homes, we are all exponentially increasing the number of channels available to us, as customers, to communicate with organizations. By using BPM to analyze customer sentiments and combine it with analysis from connected device sensors, organizations will be able to provide optimized next best actions in these channels as well as orchestration of tasks to improve the customer experience.There are other, perhaps less obvious benefits as well, many of which will stem from software services. BPM will help organizations to remotely view, manage, and maintain the connected devices within their operations automatically and even go beyond reactive maintenance to predictive and even more importantly prescriptive maintenance. This means coordinating tasks and activities in the edges, the field, the enterprise, and the entire supply chain through intelligent BPM orchestration, to benefit business efficiency, CRM and profitability all in one fell swoop. The point is that the benefits of using BPM today are numerous and can only increase through the increased prevalence of the IoT. Consider, for example, that BPM is about automating work and assigning it to humans or `Things'. We're already seeing a shift in automation where more routine and repetitive `clerical' work is being replaced by automated devices and robots. At the other end of the spectrum you have knowledge workers that often have the business rules in their heads. In between these two you have the most important category of workers: knowledge-assisted workers. With IoT you can also have robot-assisted workers. Thus digitized predictive models, adaptive machine learning models, as well as digitized business rules authored by knowledge workers are all assisting workers complete their tasks. At a fundamental level, the context of all the categories of work automation is BPM.Let's be clear about this--the IoT revolution is happening, and so is the customer experience transformation. We are increasingly moving to a service-led economy that is connecting the customer to the manufacturers and even the entire supply chain. There needs to be orchestration, collaboration, and continuous optimization for efficiency. The new connected, digitally-enabled world in which we live is creating new opportunities for innovation, especially when Big Data is analyzed and operationalized. But there needs to be a context, orchestration of tasks, digitization of rules and a platform for continuous change, all of which can be facilitated by BPM. It's fair to say that, as we progress down the path of digitally-enabled transformation, BPM is alive and kicking--and will continue to play a significant role for the foreseeable future! Instead of fading quietly into the background, BPM is now an integral part of much of the digital transformation that is taking place today
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