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The art and science of digital

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Banking and Finance process automation solutions that drive better profitability, market share, compliance adherence and customer experience.

Engage Customers Better
Offer your customers a smooth banking experience, with on-demand product and service offerings made available over a multi-platform environment.

Enhance Market Share
Develop and deploy efficient processes to onboard customers, introduce new products and expand market reach, enhancing your top-line and bottom-line growth.

Ensure Compliance
Never miss a beat when it comes to compliance and regulatory adherence with a dynamic rules driven system.

Learn More: http://www.newgensoft.com/solutions/banking-finance/

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The art and science of digital

  1. 1. TheARTand SCIENCE DIGITALof SCIENCE
  2. 2. What’s common among these…?
  3. 3. Yes, they’re all paintings. Art. but…? of…? by…?
  4. 4. Plato Aristotle Copernicus Leonardo da vinci Galileo Picasso Newton Einstein
  5. 5. Plato Aristotle Copernicus Leonardo da vinci Galileo Picasso Newton Einstein a·vant-garde /ˌaväntˈgärd/ noun 1. people introducing new, or experimental ideas, especially in the arts 2. the advance group in any field synonyms: innovative, progressive, revolutionary, pioneer, trailblazer They’re pioneers, revolutionaries, technologists, visionaries, Avant-Garde.
  6. 6. They carried the world enterprise forward >>>
  7. 7. Speaking of enterprise… The Enterprise Starship -> Who led it?
  8. 8. Captain Kirk Strategic Instinctive Holistic Humane Visionary Relationship Guy
  9. 9. Mr. Spock Rational Logical Scientific Thinker Objective Go-to Guy
  10. 10. The two sides of The Enterprise starship Command Captain Kirk Strategic Instinctive Holistic Humane Visionary Relationship Guy Mr. Spock Rational Logical Scientific Thinker Objective Go-to Guy
  11. 11. Like two sides of brain
  12. 12. Like Art andScience
  13. 13. LikeArt and Science
  14. 14. Yoda and R2D2
  15. 15. What’s all this got to do with YOU? or your Enterprise? or Digital?
  16. 16. The Digital Imperative is upon YOU. Image Credit: emka74 / shutterstock.com Like Yoda said DO OR DO NOT. THERE IS NO TRY.
  17. 17. Plato Aristotle Copernicus Leonardo da vinci Galileo Picasso Newton Einstein a·vant-garde /ˌaväntˈgärd/ noun 1. people introducing new, or experimental ideas, especially in the arts 2. the advance group in any field synonyms: innovative, progressive, revolutionary, pioneer, trailblazer Digital is not Mobility, Internet, Social, or just Tech. It’s about being ahead of time. Avant-Garde.
  18. 18. What was Digital yesterday…
  19. 19. is NOT Digital today…
  20. 20. What is Digital today…
  21. 21. Won’t be Digital tomorrow…
  22. 22. It’s not about Form. It’s about The Essence. Mobility v/s Experience
  23. 23. What’s The Essence of Digital?
  24. 24. Customer Experience and Contextual Customer Engagement. Delight Your Customers.1
  25. 25. Be Faster Than The Fastest2Business Agility and Operational Responsiveness
  26. 26. 3Anytime Anywhere Business Ecosystem Make Your Business Infinite
  27. 27. But, Path to Digital …is not straightforward.
  28. 28. YouNeedGuidingPrinciples
  29. 29. 1. Delightful Customer Experience is about Process Experience.
  30. 30. 2. Delightful Customer Experience comes from Contextual Engagement
  31. 31. 3. Customer Experience is not orthogonal to Operational Efficiency.
  32. 32. 4. Value Chain is out! Value Web is in!
  33. 33. What do YOUneed to do?
  34. 34. The Art andScience …have to com e together
  35. 35. CREATE VALUE WEB
  36. 36. You need to find ways to “Connect” all the dots of your Value Web. CREATE VALUE WEB
  37. 37. Platformize!
  38. 38. Create the “platforms that cohesively work internally and externally to enable an orchestrated connect for delivering digital enterprise”. Platformize!
  39. 39. |Platformize|www.newgensoft.com 46 1 Build Contextual and Flexible Process Platform ★ Automate Your Workflows ★ Use BPM and Case Management ★ Integrate Content into Process with ECM ★ Use Business Rules Management ★ Leverage Mobility, digitization, and imaging for customer context
  40. 40. |Platformize|www.newgensoft.com 47 2 Engrain Mobility and Social in Your Process Apps. ★ Leverage Digital Sensing ★ Leverage Omni- channel and Cross- channel Mobility ★ Orchestrate processes centrally
  41. 41. |Platformize|www.newgensoft.com 48 3 Deliver Process Experience ★ Break Process Silos ★ Provide Straight- through Processing ★ Leverage Robotic Process Automation ★ Use Context through integrated Content
  42. 42. |Platformize|www.newgensoft.com 49 4 Elevate Orchestration ★ Define Process Architecture and leverage Process frameworks ★ Automate complete Lifecycle of Processes ★ Measure and Optimize on business metrics ★ Orchestrate resources internal as well as external ★ Touch Customers with Mobility and Digital Sensing
  43. 43. |Platformize|www.newgensoft.com 50 5 Practice Platform governance ★ Separate Process Implementation and Platform Engineering ★ Leverage Automation for Processes ★ Govern with process models, SOA and seamless integration for Speed ★ Consider Mobility as extension of business processes ★ Use BPM as backbone for Robotic Process Automation
  44. 44. The Art andScience All that has to come together and Connect!
  45. 45. MEET Sarah. A Millenial. PHARMACIST LIKES TO HAVE TIME FOR HERSELF DIGITALLY SAVVY HAS PLANS FOR FUTURE
  46. 46. SHE NEEDS HOME LOAN She Contacts You Online. SHE DOES WHAT SHE DOES BEST. HUNTS LOANS ONLINE, COMPARES, CHECKS WITH FRIENDS & FAMILY
  47. 47. AFTER ALL… SHE ALREADY HOLDS AN ACCOUNT WITH YOUR BANK SHE EXPECTS A CAKEWALK.
  48. 48. BUT, NOTHING HAPPENS… NOTHING HAPPENS FOR A DAY. SHE IS ROUTED AROUND. SHE IS REQUESTED TO SUBMIT DOCUMENTS AT THE BRANCH HER PATIENCE WEARS THIN! SHE WAITS, LOOKS AROUND FOR OPTIONS, MAKES CALLS.
  49. 49. SHE SWITCHES.
  50. 50. 30 MINS… WHAT SHOULD TAKE TAKES DAYS!!
  51. 51. NAME, AGAIN? BTW, WHAT WAS HER
  52. 52. TO REMEMBER HER! SARAH, EXPECTS YOU
  53. 53. YES. RETAIL MORTGAGE LOAN IN 30 MINS. AND, DID WE JUST SAY 30 MINS!?
  54. 54. PIECES OF THE PUZZLE
  55. 55. LIE UNDER THE HOOD
  56. 56. SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR FACEBOOK PAGE. SARAH EXPLORES. DROPS HINTS ON FACEBOOK.
  57. 57. 1. DIGITAL SENSING ! Tap Customer Sentiment ! Context Analysis ! Automated contextual Response
  58. 58. Hello Sarah! Thanks for being an awesome customer. We have customized offers for you. Your personalized Link: Explore now! Send Message
  59. 59. 2. PROACTIVE ENGAGEMENT ! Lending Process Kick-off. ! Customized Offers. ! Customer Data Integration.
  60. 60. Hello Sarah! Options for you based on your account history. Select one or Talk to us!
  61. 61. 3. LOAN INITIATION ! Straight-through Processing ! Document Capture ! Image-assisted Data Entry
  62. 62. SARAH COMPLETES THE APPLICATION ON MOBILE
  63. 63. 4. CREDIT AND ELIGIBILITY CHECK ! Straight-through Processing ! Automated Business Rules ! Web-services based Integration
  64. 64. 5. DOCUMENT VERIFICATION ! Integrated DMS for Fast Retrieval ! Automated Doctype Detection ! Image Processing & Enhancements
  65. 65. SARAH RECEIVES REAL-TIME STATUS.
  66. 66. 6. LOAN PROCESSING ! STP / Automated Loan Booking ! Auto-generation of Loan Documents ! Automated Business Rules & Policies
  67. 67. SARAH RECEIVES CONFIRMATION & WELCOME DOCKET. IN 30 MINS!
  68. 68. 7. LOAN DISBURSEMENT ! STP / Auto Credit & Funds Clearance ! Robotic Process Automation ! End-to-end Process Orchestration
  69. 69. SARAH RECEIVES FUNDS IN THE ACCOUNT.
  70. 70. …IT WAS ALWAYS SO SIMPLE! IF ONLY…
  71. 71. IN REAL WORLD, MURPHY STRIKES… …OFTEN.
  72. 72. SARAH INITIATES APPLICATION ON TABLET
  73. 73. But, She gets distracted…
  74. 74. ! CROSS-CHANNEL ! Sign-up without documentation ! Omni-Channel Loan Application Initiation ! Cross-Channel Loan Application & Servicing
  75. 75. Sarah initiates on tablet, fills out details on laptop, completes it on mobile.
  76. 76. Multi Channel. Multi Form. Multi Mode. Digital = The Power of device CIRCLE OF ENGAGEMENT
  77. 77. SARAH HAS A GOOD CREDIT SCORE. BUT, HER PROPERTY IS NOT REGISTERED.
  78. 78. ! CASE MANAGEMENT ! Case Folder ! Knowledge Worker Participation ! Ad-hoc Exception Handling
  79. 79. SARAH IS CONSULTED THROUGH THE PROCESS.
  80. 80. LEGACY STRIKES. SILOS OF SYSTEMS NOT READY FOR INTEGRATION. THEN
  81. 81. ! ROBOTIC PROCESS AUTOMATION ! Automated scripts for Routine Tasks ! Automated Data entry ! Assisted Task Execution
  82. 82. ROBOTIC PROCESS AUTOMATION MOVES THE PROCESS ALONG.
  83. 83. SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.
  84. 84. SARAH, THEN, IS MORE THAN A CUSTOMER. SHE IS YOUR ADVOCATE!
  85. 85. |Platformize|www.newgensoft.com 92 Partner with Newgen! We help companies across geographies in their digital journey through our solutions in Business Process Management, Enterprise Content Management, Case Management, and Customer Communication Management.
  86. 86. The ARTand SCIENCE DIGITAL SCIENCE of

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