The Future of Document Design and Craetion
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The Future of Document Design and Craetion

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The influence of Big Data and Mobile Only on "document" based communications.

The influence of Big Data and Mobile Only on "document" based communications.

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The Future of Document Design and Craetion The Future of Document Design and Craetion Presentation Transcript

  • The Future of Document Design and Creation The influence of Big Data and Mobile only on “document” based communications
  • Agenda Does document design needs to stop thinking about A4 documents? • • • • • • From mobile first to mobile only Big Data and the world of Google E-Commerce – the Customer Journey Customer Experience Management An Insurance case story The new document creator
  • From Mobile First to Mobile Only
  • Mobile – it’s not a trend, it’s a fact! • 70% of devices sold in 2012 were smart devices • 40% of Internet time now on mobile devices • 1.5m Android activations every day
  • Sharing personal information Willingness to share personal information with a mobile app. • • • • • 85.4% 63.5% 51.8% 43.0% 12.4% e-mail address name gender location address
  • Big Data – You are being watched
  • Do we need to be afraid?
  • Personalized information by Google
  • What if? The Chief Marketing Officer … could predict the right offer for the right customer at the right time and improve customer intimacy or prevent churn?
  • E- C- Commerce!
  • The Customer Journey
  • The value of “paper”
  • The value of “documents”
  • Understanding the local differences • Every month • Once a year
  • An Insurance case study (1) Pension Statements • Current – Several brands – 16 page full colour – 450.000 per year (active members) – Cost of € 3.00 per statement • New – Digitally sent – 4.000 of 13.000 said “yes” – Cost of € 1.30 per statement (1.10 production, 0.60 stamp) – Digitally signed
  • An Insurance case study (2) Insurance Policy • Current – – – – Policy renewal – 4mio members Letter, policies Standard T&C’s Labour intensive • New – PDF (screen format) – Highly personalized – Cross-sell and up-sell
  • An Insurance case study (3) Volume developments Lessons learned • • • • • • Understand the local regulations. • Know what a Digital Signature is or can be. • Print to PDF is not the answer. 2014 2015 2016 2017 2018 90 mio 72 mio 58 mio 46 mio 37 mio
  • Document Creation – The Old Way VARIABLE DATA A4 DOCUMENT DESIGN BUSINESS RULES
  • The Customer Experience
  • Creating a Strategy • What’s your corporate mission and vision statement? • What are the main business goals? • How many times are production errors corrected by the operators? • Who owns the document content? • You’re in charge of the change!
  • The White Paper Factory • The rise of the Continous Feed full-colour digital presses. • Transactional volume is slightly decreasing. – B&W - high fall – Color – increase • The envelope as marketing source! • The option to sent the relevant message to the recipient.
  • The Communication Hub Channel Management • Paper • Customer portal • Mobile & Tablet • PDF • E-Mail & Attachments • Text (SMS) • Digital payments • Digital Mailbox Services
  • Print and Digital
  • The New Document Designer • Starts with a Document Communication Strategy • Understands Customer Analytics and Big Data • Knows the local law and regulations • New technology adapt (PDF-A, PDF-UA, HTML5, QR, pURL, WPF) • Creates the Communication Hub
  • Oscar Dubbeldam Strategy Partners oscar.dubbeldam@strategy-partners.nl