Business process automation is all very well and good. After all, nothing succeeds like success, especially automated success. But what is the effect of automation on the consumer, that most unpredictable of systems?
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consumer experience: ADC, BI, BPM, CRM, ERP, HR, MTTF, PIM, PDM, PPM, RFID, SCM ... And indeed, the average consumer may be somewhat startled to know that he (on average, he is still usually a he) is part of a flow chart. If you're not in the know, it's a bit disconcerting to learn, for example, that some enterprises track events such as when you use your automated teller machine (ATM) bank card. Perhaps more importantly, they track non-events, such as when you do not. See Marketing Automation: