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How Customer Experience is Driving Application Modernization

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As a follow up to our webinar on "Modern Content Problems Require Modern Solutions", learn how vertical markets are being disrupted by those who excel at delivering an information rich customer experience and how organizations can respond.

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How Customer Experience is Driving Application Modernization

  1. 1. Underwritten by: #AIIMYour Digital Transformation Begins with Intelligent Information Management Modern Problems Require Modern Solutions! Presented June 6, 2018 Modern Problems Require Modern Solutions! An AIIM Webinar presented June 6, 2018
  2. 2. Underwritten by: #AIIMYour Digital Transformation Begins with Intelligent Information ManagementYour Digital Transformation begins with Intelligent Information Management
  3. 3. Underwritten by: Tips for Participating in Today’s Webinar § Group Chat – to talk with each other, found in the icons along the bottom. Note: everyone can see and participate. § Q&A – for questions to the speakers, held for the end (and tech help). § Check out the Resources available to you today, in the box to the right of the slides. § A Survey will open at the conclusion of the webinar – we value your feedback on how we did today.
  4. 4. Underwritten by: Alan Weintraub Leading Consultant/Analyst Frank Rocha Director of Marketing Nuxeo Host: Theresa Resek, CIP Director AIIM Today’s Speakers
  5. 5. Underwritten by: What We’ll Cover Today § How are content challenges different from those in the past? § What are the business implications of “Big Content?” § Taking Action: Modern problems require a modern solution!
  6. 6. Underwritten by: How are content challenges different from those in the past?
  7. 7. Underwritten by: Challenge #1 12.6% 28.9% 36.1% 7.3% 14.2% 33.3% 31.7% 18.5% 13.8% 17.0% 41.4% 31.7% 32.4% 39.5% 28.3% 7.2% 4.8% 9.3% 19.3% 13.2% 20.2% 27.4% Document management/Enterprise content… Cloud file share systems (e.g., Box, Dropbox,… Cloud applications (e.g., Salesforce, Marketo,… Line of business applications (eg., HR,… In-house developed systems Roughly how many of the following systems does your organization use? none one 2-4 systems 5-9 systems 10+ The explosion of systems that contain content.
  8. 8. Underwritten by: Challenge #2 Content is scattered everywhere 88.5% 77.9% 35.4% 31.9% 68.1% 53.1% 48.7% 49.6% 61.1% 13.3% File/folder structures Email Contact Relationship Management (CRM) system -… Enterprise Resource Planning (ERP) system - e.g.,… Document/Enterprise Content Management… Cloud File Share - e.g., Box, OneDrive, GoogleDrive Departmental line of business application In-house developed system Spreadsheets Other (please specify) Which of the following does your organization use to store information and content within the business? Please check as many as apply.
  9. 9. Underwritten by: Challenge #3 The emergence of “Big Content” 71.4% 72.3% 76.8% The increasing size of the particular content assets that must be managed. The increasing variety of the kinds of content assets that must be managed. The increasing number of content assets that must be managed. Is this a problem for your organizations? -- % yes
  10. 10. Underwritten by: What are the business implications of “Big Content”?
  11. 11. Underwritten by: Problem #1 It’s increasingly difficult to find what you need 75.9% 74.5% 65.2% 64.3% Finding the right information in a timely way. Information overload. Cost and/or difficulty of managing legacy applications. Compliance regulation (e.g., GDPR, HIPAA). Is this a problem for your organizations? -- % yes
  12. 12. Underwritten by: Problem #2 Usability is a problem for most organizations 62.7% 57.6% 74.1% Difficulty sharing information and content with colleagues/customers/suppliers/par… Mobile access. Usability for the average worker. Is this a problem for your organizations? -- % yes
  13. 13. Underwritten by: Problem #3 Inability to integrate information across systems 78.6% 70.5% 79.3% Inability to connect information from different systems Scaling our information management systems to other processes beyond the original deployment. Lack of integration between our content management system and core business applications. Is this a problem for your organizations? -- % yes
  14. 14. Underwritten by: Modern Problems Require Modern Solutions
  15. 15. Underwritten by: What drives the need … Customer Focus! Vertical markets across the board are being disrupted by those who excel at delivering an information rich customer experience “Why isn’t as easy to do business with “x”, as it is to do business with Amazon?”
  16. 16. Underwritten by: Customer experience takes center stage “Disruption in other industries has created an expectation of what the customer experience should be like in the 21st century.” - Jonathan Reiss, CFO Hamilton Insurance Group “Customer Experience will overtake price and product as the key brand differentiator by 2020” – Walker
  17. 17. Underwritten by: How to compete and remain relevant? Easy Fast Unique Connected Holistic ConsistentAvailableRelevant Businesses must be able to compete with digital agility in order to deliver information-based products and services that are …
  18. 18. Underwritten by: A Modern Solution Checklist - #1 “The kinds of information management capabilities we need vary wildly depending on the process we are considering.” “The speed of implementing a content platform and how quickly we can gain value from our investment is critical to us.” “Much as we might wish it otherwise, we exist in a multi-repository world and that’s not going to change.” 76% 78% 70% A solution that is agile enough to deal with all information types, built in the cloud for scalability and speed of deployment and is mobile from the start.
  19. 19. Underwritten by: A Modern Solution Checklist - #2 “Getting Access to information locked in our legacy systems is vital.” “Our current information management systems are “totally insufficient” to deal with ”integration with other content and enterprise systems.” 75% 38% A solution that easily connects to everything – by design
  20. 20. Underwritten by: A Modern Solution Checklist - #3 “Our current information management systems are “totally insufficient” in giving us the “ability to create personalized solutions.” “The ability to tune our content platform to meet our specific needs is “increasingly important to us.” 36% 84% A solution that allows business owners to take control of their processes with quick customization/self- service
  21. 21. Underwritten by: The platform-based information solution “A platform is a system that can be… adapted to countless needs and niches that the platform’s original developers could not possibly have contemplated…” – Marc Andreessen , 2017
  22. 22. Underwritten by: Delivering future-ready solutions fast! Legacy Platform Single solution Component architecture All functionality delivered together Functionality delivered as individual services Single dev/support organization Distributed dev/support Full regression testing Small incremental changes Slow releases Fast releases Must scale the entire solution Scale just the component Ones size fits all Services personalized
  23. 23. Underwritten by: Conclusion … • You are an industry among industries • Your customers don’t have different expectations for different industries • Your competition are those who excel at delivering a customer experience Today …
  24. 24. Underwritten by: Recommendations … If you are going to grow … Customer Retention Wallet Share Market Share Modernize your applications, through a platform-based approach, in order to provide the speed and digital agility necessary to deliver future-ready business applications that deliver the customer experience needed to thrive in today digital economy. You must …
  25. 25. Underwritten by: For More Information Visit: www.nuxeo.com Frank Rocha Director – Financial Services frocha@nuxeo.com (210) 347-2227 https://www.linkedin.com/in/frankrocha/
  26. 26. Underwritten by: QUESTIONS?
  27. 27. Underwritten by:

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