Digital Transformation is a forward-looking effort to position organizations for emerging changes in client and market behavior. It represents a shift in focus from transactional processes, with predictable participants, schedules, and outcomes, to interactive processes, with customer participants, variable demand, and personalized outcomes. Digital businesses leverage analytics, mobile and cloud technologies to provide highly customized client experiences. They rely on automation at the task and process level to generate operational efficiencies. And they develop new business models around digital features of their existing products and services. While popular, many organizations struggle to transform their process attitude from a reactive, fix-what's-broken attitude to focus on the road ahead. This workshop is designed to provide process analysts, designers, and architects with techniques and tools to manage this transition.

In this workshop participants will engage in a series of exercises to:

• Understand the transition from product- to service-centric organizational design
• Develop an adaptable process architecture that accommodates different interaction channels across products and customer segments
• Explore the linkage between interactive, customer-centric process design at the front-end, and transactional, efficiency-centric process design at the back-end
• Understand the use of analytic technologies such as process mining, machine learning and visualization to generate insights in process performance and participant behavior
• Position methods and techniques around (robotic) process automation, business decision management, and digital architecture to improve process and service quality

This workshop will enable participants to:

• Articulate the difference between transactional and interactive process design
• Understand the design requirements of service-intensive processes
• Design a process architecture for their organization that can guide improvement efforts for both transactional and interactive processes
• Select appropriate tools and methods for their process improvement project
• Apply process analytics to measure performance and compliance