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CX in 2021. 33 minutes vs 47 seconds
A simple task: I needed to update my credit card for my wife’s health insurance with Assurant Health, who are…
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Business Analysis delivers tangible benefits
Measurable benefits We often hear: “We haven’t got time for that”. It does take more time to do rigorous business…
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Why process diagrams are more than a project document
Alexander Kurm talks about the power of process at Bank of Montreal. For those who think that a process diagram is…
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Car recalls. Bad process or great business?
The numbers around recalls are staggering.There were a record 53 million recalls in 2019 according to the National Highway Traffic…
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Mapping Aviation Gin’s top level process – “The Process”
I’ve long been a fan of Ryan Reynold’s quick wit, chiselled good looks, but mostly his quirky marketing. His purchase…
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Do you have leading or lagging metrics?
A driving analogy Think about driving alongside a pavement crowded with shoppers. A pedestrian steps out and thanks to your…
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43 sec business case for process mapping
When we started Nimbus in 1997 we were evangelists. Every sale was a triumph. Not beating the competition, but finding…
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Startups – value of process documentation
(READ TIME – 2 MINS) I am going to suggest something that will seem completely off the wall. Startups should…
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Why flowcharts are so 1980’s: Universal Process Notation
Flowcharts and swimlanes were the way that most analysts and consultants used to capture requirements and business processes. But this…
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A Blockchain author in our midst
Last month. Walter Bril, one of the Elements.cloud Customer Success Managers presented his 650 page book “Blockchain organizing” to a…
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Thinking of presenting @Dreamforce #DF17
You’ve had it on your bucket list; presenting at the BIGGEST and coolest tech conference. So what’s stopping you? Presenters block…
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Elements on Salesforce Automation Hour #awesomadmin
Ian Gotts was invited to speak at Automation Hour. Below is the recording of the webinar. The Elements section starts…
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Why we are sponsoring User Groups
Supporting the UserGroups – we all have a part to play We’ve been customers of Salesforce since 2002 and spoke…
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Pro launches with some powerful features
Pro Process Knowledge and Salesforce Config Manager launched We have just launched 2 major areas of functionality: productivity tools for…
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Your worst nightmare: an undocumented Org
If you are not involved with Salesforce as an Admin or implementation consultant; keep walking as there is nothing to…
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Salesforce Admin? Let’s get started
After the fantastic response from our live workshops at Dreamforce we are getting questions for Salesforce Admins who want to…
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Live mapping workshops at Dreamforce
We had such an amazing response from the audience of Salesforce Admins at Dreamforce. The brand new theater within the…
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Operational Excellence 2.0
We spent 15 years building Nimbus, a process mapping company, to a reasonable size in the…
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New and improved TEAMS
We have improved the way that teams work to be more flexible and more powerful. Anything…
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Telco Customer Service – Oxymoron
With all the great case studies and conferences on Customer Experience you would think that most of the major consumer…
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Hot Vendor in BPM
Aragon Research is an industry analyst focusing on Work and People, so the intersection of technology…
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MWD puts Elements on their radar
MWD Advisors is an industry research and advisory services firm and their core focus is how digital technologies…
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How to do corporate #pride
Pride parades are a big corporate deal. An estimated 150,000 took part in the SF event in 2016. So it…
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The process implications of #Brexit
There are many huge implications; financial, political but I woke up thinking about the practical. There are huge number of…
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Blind men, an elephant and staggering results
Why is it so hard to get corporations to deliver consistent operational processes? Maybe this parable will help.…
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#CXfail You couldn’t make this up
A genuine post from a friend on Facebook. It’s a sad reflection of business nowadays is that…
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SaaS’s dirty little secret
Gartner research by Christian Hestermann titled SaaS ERP Only Reduces Part of the Effort Needed to Implement…
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Business is slowing down
Picture: Illustration by Andras Baranyai for Fortune I am sitting under an umbrella outside a Peets…
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3 simple questions
The starting point A client asked me to work with them to review their process for…
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Simple mistake x social media = PR nightmare.
Simple mistake x social media = PR nightmare You have probably heard about “the Sainsburys 50p…
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Small businesses deserve great processes
The issue for small businesses is: at what point do you move from heroic actions by…
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Why internal BPM projects fail?
We have just completed a 12 week project where I have been the Program Manager for…
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Make the CIO look like a rockstar
CIOs have lost the confidence of the business because they are seen to be unresponsive in delivering the infrastructure and…
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Insiders Guide to SF
We have crowdsourced from the San Francisco locals all the “inside knowledge” in 80 pages packed full of critical insights.…
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What is your change strategy?
For many, change is frightening, threatening and therefore it is resisted at all costs. It is…
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10x improvement. What’s yours?
READ TIME: 2 mins The change is remarkable. Better technology. Better coordinated team. Better result. So have your processes improved this…
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Strategic. Simple. Universal. UPN
The debate around the value of BPMN continues. Clearly it is the critical modeling notation for those in the business…
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“The Process” movie: could be a blockbuster
Stage plays entertained kings and queens throughout the ages – and anyone else wealthy enough. Think…
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Processes make you more creative
A great article by Wade Foster from Zavier on the Hubspot blog called Why the Best Marketing Teams Embrace…
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Process is at the heart of disruption
Over the last five years, industry after industry has seen disruption due to the combined forces…
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The Intern – great film, strong business messages
There have been several films about the tech scene plus the sitcom series, Silicon…
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10 reasons why COO hates Xmas
The COO or Operations Director is the one who keeps the wheels turning, no matter…
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Select 1 for Confusion. Press 4 for Frustration.
Self service fail Self service “kiosks“ are now appearing in airports, supermarkets and banks, and we’ve had…
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Your customers hate it, your staff hate it
Non value demand You make your customers do something that has no real value for them.…
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Social media hero (SF) & social media zero (NY)
New York – Broadway I was recently in New York on holiday and took a very excited family to see…
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Just take my money – PUHLEEZE!
READ TIME : 2 mins, watch time 2 mins How difficult can it be? How can companies get online payment systems so…
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No BPMN diagrams. No swimlanes. No software.
We don’t hate BPMN. We just think it has a time and place. And that time…
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Silicon-based life forms & customer service
Recently my iMod – an iPod with internal electronics replaced with Hi-Fi components – stopped working.…
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Start-up. The world’s slowest roller-coaster.
The image is of the slowest roller-coast in the world. You literally walk around it. It…
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Customer Service is either black or white
Are your customers and staff fighting poorly thought through processes and systems? It is time to…
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Software’s eating the world. Are you next?
Software’s eating the world. Are you next? Industries are being reshaped at a frightening pace making…
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Best complaints letter…..ever
This is a complaints letter to Ryan Air, a low cost, no-frills carrier in Ireland. It…
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Surviving @Dreamforce for the last 10 years
I consider myself a Dreamforce veteran – a repeat offender. I was founder and CEO of…
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Making pizza is a simple as 2, 3, 1, 4, 5..
PassionePizza.com are Italians on a mission to give everyone the opportunity to make great pizza at…
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Cheaters website hacked. 37m worried.
Every company at some point is likely to be hacked, have an employee make a…
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CRM = Customer Rejection Management
Every major organization has some form of customer call center. You may have renamed yours “contact…
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US IRS – where 1% makes a BIG difference
John Oliver normally fights for the under-dog. But today he gives us a fascinating – and funny – insight…
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Top factors in the success of startup
They say that everything in life is timing. Certainly for the punchline of a good joke. But now it seems…
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What’s your favorite Element?
John Stewart from The Daily Show interviews Neil deGrasse Tyson at 15min. Jon’s favorite element is Carbon, for some great…
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Is BPM dead or alive? Sobering advice.
Neil Ward-Dutton, co-founder and research Director of the analyst firm MWD Advisors gave an excellent and thought provoking keynote at…
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Making toast process – remarkable insights
Something as simple as making toast should be easy to describe as a process. Boring even. Everybody will draw the…
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BPM vs enterprise app vendors
You can build everything with BPM platforms Any client COULD use a BPM platform to develop their corporate apps. But…
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Going green and going bananas
To go “Green” requires changes to how people work, interact and use technology. Having just launched Q9Elements in San…
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Mobile transformation; the impact
Everyone recognizes the critical importance of “mobile” in a company’s approach to CX (customer experience), employee…
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Happy staff!!! Why should I care?
Do the math. We all spend a significant percentage of our lives at work. And based…
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RBI, not ROI. Searching for unicorns.
Rethinking ROI Everyone has heard of ROI – Return on Investment. Every business case has some…
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The business-IT divide: don’t fix it
Business-IT gap getting bigger We have talked about bridging the business-IT gap for years. When IT…
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Your change strategy: 4 options
Change is frightening, but a critically important competency For many, change is frightening, threatening and therefore…
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BPM should focus on the money
BPM focus BPM is normally associated with streamlining back office functions and cost reduction. But this…
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Citizen Developers vs IT Dept
True story: our IT department sucks I recently got a speeding ticket in California doing 80…
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Abercrombie & Fitch: too much detail
In a great article in Bloomberg Business Week they catalogue the demise of Abercrombie and Fitch, in the cover feature…
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PEXWeek “the future is fast” video
The recent PEXNetwork conference in Orlando brought together process professionals to think about the future and the role process has…
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Define your process or outcome first?
Should you be designing processes first or focus on the outcomes? This is a critically important question when thinking about…
Business Anaysis
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