According to new Nuxeo research, UK Financial Services firms are storing critical customer information and content - on average - across nine different systems. Additionally, 80% of respondents indicated that their information systems also aren’t integrated. Not only does this have a significant impact on operational efficiency, it is also negatively impacting customers’ experiences as well. And with the specter of GDPR and other consumer privacy legislation looming, many organisations are finding it impossible to respond to these regulations and resulting customer inquiries. In this webinar, we will share real-life examples of how leading financial services organisations - like ABN Amro, one of the Netherlands largest and most progressive banks - have modernised their legacy information systems to use data and content in new and innovative ways to deliver more value to their customers, reduce technology costs, and transform their businesses. What you’ll learn: - Why current information management strategies make financial services less competitive - How to bridge information silos to enhance your customer experience - Methods to improve decision-making with intelligent information - How other top banks and insurers have already modernised their information management systems and what benefits they are experiencing - How AI can provide greater automation and insight into financial services processes - And, new ways to better comply with regulations Our panelist will discuss common information management challenges that legacy systems pose, and how to intelligently modernise existing systems to support digital transformation, take advantage of new cloud technologies, and gain a competitive advantage in today’s financial services market.

1. Transform Your
Customer Experience:
Modern Information
Management
Chris McLaughlin
Chief Product & Marketing Officer

2. Top 50 banks now pledged to some form
of customer experience transformation
Lifetime profitability of a
satisfied customer
“The implementation of GDPR in 2018 was an inflection point with its emphasis on
compliance and transparency.”
Customers secured by
FinTech startup Revolut
with no advertising
42% 42%Difficulty in
accessing data
Limitations of
technology
Think mobile experience is good
Welcome to
the “Age of
Experience”

3. Organization’s systems are not fully connected to each other
Time spent daily looking for information
See the potential
of AI to automate
mundane tasks
*Results of a November 2019 survey of UK Financial Services companies
Believe their
organization lacks the
skills to capitalize on AI
Average
number
of solutions
60% 60%
And yet, the
same
information
challenges
from 20 years
ago…

4. Simple Truth:
outdated information
management strategies are
negatively impacting CX

5. The Foundation for an Engaging
Customer Journey
5
Source: McKinsey & Company (2018)
 Launch new
products &
services
 Streamline &
automate
 Personalized
offers
 Transact
seamlessly
 Streamline &
automate
 Mobile
 Personalized
communications
 Self-service
 Mobile
 See what the
customer sees
 Immediate
access to
information
 Self-service

6. Modern Information
Challenges
6
Privacy &
compliance
Automation,
Insight & Data
New types,
many silos

7. Modern Information
Challenges
7
Privacy &
compliance
Automation,
Insight & Data
New types,
many silos

8. Yesterday’s Content
Challenge

9. Modern Content Creates
New Challenges

10. Silos aren’t
Going Away
 Information silos are a reality of the
modern workplace
 Content-centric apps are multiplying
and many offer rich user experiences
 People will continue to use apps and
services that make them more
productive
 The legacy approach was to put
everything in one repository
 Clearly, this is not a viable approach
for modern content management

11. Establishing an
Enterprise Service
11
Applications
Content/Case
Management
Solutions
Business &
Productivity Apps
Mobile Apps &
Services
…
Content Services Platform
Content Models &
Lifecycles
Content
Delivery
AI/ML &
Enrichment
Enterprise Case
Management
Data Model
Security
& Audit
Query
& Search
Ingestion
Universal Data Model
Comprehensive API
Data & File Storage
Legacy ECM
Amazon S3 &
Glacier
EFSS …
 Establish a common service for content,
regardless of where it is stored
⁃ Single API for access to content
⁃ Standard data model
 Deliver information when, where and
how it is needed
⁃ Support mobile access and customer
self-service use cases
⁃ Access to content in the “context” of the
work users are performing
⁃ Rapidly develop purpose-built content &
case management applications

12. Modern Information
Challenges
12
Privacy &
compliance
Automation,
Insight & Data
New types,
many silos

13. Intelligent
Content Starts
with Data
13
Information = data +
content
Readily accessible Contextual
Available anywhere Governed & secure

14. What Types of Business
Problems does AI Solve?
14
InsightExtract Automate

15. Public Cloud Services
for AI…
0001000111010111
1000111010111010
1110101100110011
1010110011100011
1100110010111001
 Pretrained machine learning models
 Provide commodity services:
⁃ OCR/ICR
⁃ Sentiment analysis
⁃ Translation
⁃ Transcription (speech-to-text)
⁃ Facial/celebrity recognition
⁃ Etc.
 Stackable or stand-alone
 Look for standardized approach to
connect
 Beware the law of large numbers

16. Land Vehicle Vehicle Car Motor Vehicle
Transport Parking Mode of Transport Van
Automotive Tire Bumper MinivanTire
Sport Utility Vehicle Family Car
Vehicle Registration Plate
Chevrolet Tahoe
Asphalt Gas Minibus
Generic Services = Generic Data
Note: Depicts actual data generated from accident image by Google Cloud Vision API service
Demos ability of AI/ML to
apply data to assets
Generally useful in
increasing findability and
reuse
Relevancy and accuracy of
the model is inherently
limited
1
2
3
Model returns a set of labels
lacking business-critical
data elements
4

17. Custom ML Models =
Business-Specific Data
Brand: Chevrolet
Model: Tahoe
License St.: Illinois
License No.: K24 1771
Custom models produce much
more relevant data values1
True entity extraction
enables workflow
automation
2
Business value inherently
increases with specificity of
the data generated
3
Veh. Color: Gold Mist Metallic
Brand: Dodge
Model: Ram Van
License St.: Illinois
License No.: XXX 8242
Veh. Color: Bright White
Operator: John Smith

18. Bridging Information Silos
18
Master Metadata Model
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata F
System 1 System 2 System 3 System 4 System n
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E

19. Intelligent Automation for
Onboarding
19
What form
is it?
Is it complete?
Has it been
signed?
Form
Processing
Yes
No
1 Classification
2 Exception handling
3 Entity extraction
4 Intelligent routing

20. Intelligent Insights = Superior CX
20
1 Image processing
2 Fraud detection
3 Damage comparison
4 Intelligent routing
Duplicate
photo?
Damage
Estimate
Yes
No

21. 21
The Simple
Promise of AI
Understand content and
data as well as a
knowledgeable human,
but at scale.
Predictively deliver
information
Identify outlying data
points
Analyze usage &
importance
Recognize patterns &
connections

22. Modern Information
Challenges
22
Privacy &
compliance
Automation,
Insight & Data
New types,
many silos

23. Current Compliance
Mandates
 General Data Protection Regulation
(GDPR)
 California Consumer Privacy Act of 2018
 Insurance Conduct of Business (UK)
 ADA, UK Equality Act, EU Codes
“GDPR went into effect in May 2018
and requires consent from
consumers before their data may be
used. Among numerous protections,
consumers will need to be informed if
their data is moved outside the
European Union, have the right to
be “forgotten,” and will be given a
chance to contest the use of
automated algorithms.
Violations come with serious fines—
up to 4 percent of a company’s
worldwide net sales.
- Deloitte, 2019 Insurance Outlook

24. Legacy Customer Communications
24
Old products with
outdated architectures
Not designed for
mobile form factors
Difficult to integrate
Expensive to operate &
maintain
Not cloud friendly
Cannot address
modern compliance
mandates

25. Customer Communications
in the Cloud
“The traditional drivers of cloud computing—cost savings and pay-as-you-consume contracts—will
likely continue to push usage. Yet the next round of adoption will likely be driven by other key
benefits that cloud offers—namely speed, flexibility, and scalability.”
- Deloitte, 2019 Insurance Outlook
Solution 2Solution 1 Solution 3
KafkaNoSQL Elasticsearch
Content Applications
Nuxeo Content Platform
Library ServicesAnalytic Services Process Services
Security & AuditData Model Query & Search
Bulk Load
Framework
RESTful API
CCM Gateway
Index
Transform
Capture
Load
Burst

26. Unlocking Critical
Customer Information
26
Bridge Existing
Content Silos
Unbind Customer
Communications
Automate Retention
& Archiving
Significantly Reduce
Costs & Risk

27. Putting it All Together:
Real Customer Examples

28. Future-Proofing a Top
UK Bank
Challenges
 Volume of documents across
different locations & systems
 Security & regulatory
compliance mandates
 Lack of resource to develop
homegrown solution
 Rapid growth further
exacerbating issues
Benefits
 Substantial cost reduction
 New mobile app for
personalized statement
delivery
 Prompt response to Subject
Access Requests (SARs)
 Foundation for ongoing
digital transformation
(agile/DevOps)
Solution with Nuxeo
 Migrate 2.5B documents
 Replace legacy ECM
systems
 Seamlessly integrate to
existing customer service
systems

29. Breaking Down Silos to
Improve CX
Challenges
 Build sustainable client
relationships
 Multiple instances of legacy
ECM solution – siloed with
different UIs, data models,
repositories
 Difficult to integrate with
existing IT landscape
Benefits
 “We’re now able to
harmonise our IM landscape,
which is incredibly valuable
because it enables us to
better managed and utilize
information for a better
customer experience.”
 Substantial cost reduction
 Compliance with GDPR
Solution with Nuxeo
 Migrate 1B+ documents
 Replace multiple legacy ECM
systems
 Manage voice, chat, audio &
other rich media

30. Questions?

31. Thank you for your time today!
Read the complimentary 2020 Aragon Research
Globe report to help you evaluate vendors’ ability
to deliver Enterprise Content Platforms that
enable and empower digital business.
https://www.nuxeo.com/resources/aragon-ecp-report/
Thank you