BPM_US_EN_WP_Transforming

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1、AnOracleWhitePaperJanuary2013TransformingCustomerExperienceTheConvergenceofSocial,MobileandBusinessProcessManagementTheConvergenceofSocial,MobileandBusinessProcessManagement:TransformingCustomerExperienceIntroduction.....................................................

2、..................................3KeyConcepts....................................................................................4SocialComputing..........................................................................4MobileComputing.................................

3、.........................................4BusinessProcessManagement....................................................4Service-OrientedArchitecture........................................................4TheNeedforConvergedTechnologyintheEnterprise....................

4、.5UseCases.........................................................................................6EnablingEffectiveCustomerExperiences.....................................6Illustration:EnhancingRetailExperience...............................................7Enhancing

5、InternalEfficiencyforKnowledgeWorkers...................8Illustration:ImprovingClaimsManagement...........................................8OracleSolutionsforConvergedEfficiency.......................................10OracleBusinessProcessManagementSuite................

6、..............11OracleWebCenter.......................................................................11OracleSOASuite........................................................................11TheConvergenceofSocial,MobileandBusinessProcessManagement:TransformingCustome

7、rExperienceIntroductionTostayaheadintodaysrapidlychangingbusinessenvironment,organizationsneedagilebusinessprocessesthatallowthemtoadaptquicklytoevolvingmarkets,customerneeds,policies,regulations,andbusinessmodels.Theconvergenceofatriooftechnologiesandbusinesspractices

8、—socialcomputing,mobilecomputingandbusinessprocessmanagement(BPM)–isopeningupinterestingavenuesforbusiness.Socialandm