User:Barkerpe/sandbox

Overview
Transaction Experience Management is a term which refers to the management of critical point of impact where individuals interact with organizations to accomplish important tasks. It is here where customers establish lasting impressions, where field workers collect vital data that gets integrated into organizational systems, and where internal business processes begin. Transaction Experience Management covers a complex environment with many influencing factors, such as security, business rules and logic, multiple data formats, multiple devices, multiple interfaces, and integration of systems.

The definition of TxM is to manage and optimize every aspect of the individual’s transaction experience, from transaction creation and deployment, to data collection, integration to initiate business processes and to the analytics that complete the transaction cycle. Transaction Experience Management is also known by the abbreviation TxM.

TxM connects and integrates the needs and goals on both sides of a transaction between an organization and an individual—end users, mobile workers, line-of-business employees, IT and anyone involved in the transaction experience.

Background
Transaction Experience Management has grown from the use of enterprise SmartForms.

SmartForms changed the way organizations have used paper forms and static PDF forms and allowed them to offer a way for their users to fill in forms online instead of with pen and paper.

For any business a SmartForm exists in the larger context of a high-stakes business transaction – an insurance or loan application, university enrollment, a field inspection or any number of business processes – that results in an update to the organization’s business and accounting systems. These transactions are the lifeblood of all organizations. Transaction Experience Management refers to this wider range of processes all circulating around the SmartForm or the transaction that occurs between the organization and the user.

TxM in Detail
The Transaction Experience has grown more complex in recent years as the number of mobile devices and device types has increased. The consumerization of online transactions means that people are connected to devices 24 hours a day, 7 days a week. to interactions with tellers and agents. Since tablets and smartphones have come to dominate the mass market it is common for organizations to move their mobile workers from laptop computers to more portable, energy-efficient devices with enhanced capabilities such as GPS and cameras. Even before that, there were ruggedized tablets being used by many field sales and service teams. Transaction Experience Management involves the optimization of data collection transactions and processes, enabling them to work on multiple devices with native user experiences, bringing agility and convenience to the Transaction Experience. Gartner stated in their CIO Survey. "CIOs concentrating on IT as a force of operational automation, integration and control are losing ground to executives who see technology as a business amplifier and source of innovation. Effective leaders use technology, which includes IT, to strengthen the customer experience and eliminate costly internal distortions. They are using technology to 'amplify' the enterprise."

Organizations make lasting impressions on individuals based on how easy they are to do business with. Unpleasant, cumbersome transactions can result in lost business, a tarnished brand, dysfunctional business processes, or failure to comply with laws and regulations. A good transaction experience enables organizations to quickly transform high-stakes transactions into immersive digital experiences, attract and retain more customers, sell more products and services, reduce abandonment rates and improve the quality of the information that flows into the organization’s business systems.

The Digital Edge and the Point of Impact
Every organization has a "digital edge" that connects individuals to the organization. The "Digital Edge" is a term that refers to the outer face of an organisation in the digital world. At every "digital edge" there is a point when individuals need to transact with the organization. This can be referred to as the point-of-impact and it is where individuals interact with organizations to accomplish important tasks. The digital edge is often referred to as a virtual 'front office'. It is at this place where customers often establish lasting impressions, field workers collect vital data that gets integrated into the back office, and where internal business processes begin.

The ubiquitous e-Commerce transaction has conditioned users to expect transactions that offer maximum convenience by being all-digital, and available on any device - whether a desktop computer or a mobile computing device like a tablet or a smartphone. e-Commerce transactions (such as the Shopping Cart transaction) deliver on this expectation because they are simple and consistent. Users know what to expect and how to complete the transaction.

But most business transactions cannot follow the simple and consistent e-Commerce model because their kinds of transactions often involve more complexity. The Point-of-Impact for most organizations is a complex environment with many influencing factors, such as the amount of information that needs to be collected, security, business rules and logic, multiple data formats, attachments, signatures, receipts, multiple devices, multiple interfaces, and complex system integration requirements. These influencing factors often make it difficult and costly for organizations to convert high-stakes transactions into immersive digital experiences.

As a result most business transactions are executed by downloading a PDF form, filling it in with a pen, and emailing or faxing it back to the organization. Transaction Experience Management is a practice that enables organizations to quickly turn high-stakes transactions into immersive digital experiences.

Where does TxM fit in the Enterprise?
From an architectural perspective a TxM solution should reside at the “System of Engagement” layer in the enterprise.