ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Customer service without BPM (or overly reliant on BPM) [. . . and in with the new] Dynamic case management [Commentary] 
Service experiences must be standardized with the help of BPM technologies, but must be agile enough to handle exceptions.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary