I was reading a summary of the Corporate Executive Board report on the “Future of Corporate IT”, and based on that report it seems like our Adaptive Case Management book is right on the money. The report calls out as the number one trend that will change corporate IT over the next five years  is the rise of the knowledge worker and the need for IT  to focus on tools for knowledge worker productivity. 

The report states that “More than half the opportunities for IT enablement are at the customer interface or involve business intelligence or collaboration” (versus process automation.). These activities are unstructured and dynamic where players make decisions and redefine processes based on the situations at-hand, experience, and available information (I took the longer quote from Susan Cramm’s blog).

Sounds exactly like what Adaptive Case Management is addressing.