In this report, we first take a look at the current perceptions of analytic technologies, the rate of uptake, and the obstructions holding back progress. Then we examine organizational trends in using process intelligence and process analytics to extend business intelligence, and how this heightened visibility is leveraged to provide value to customer communications management (CCM), as well as the enterprise as a whole. Discover how organizations focus the lens of BI tools with process intelligence to see the whole picture, their future plans and procedures, best practices, and challenges you may face.