Jonathan King (Vice President of Technology at K2) writes in his article that a new group of applications has emerged to meet demands, and therefore, making it easier to support business activities. They are called Smart Process Applications - or SPAs. In a recent AIIM study supported by K2, it was found that information professionals weighed in on the capabilities of SPAs and eighty percent reported that automated classification, recognition and routing of inbound content would helpful for their business. To know about SPAs, follow: http://www.icmi.com/Resources/Customer-Experience/2014/09/Improving-the-Customer-Experience-with-Smart-Process-Applications