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ABBYY Technology Summit keynote

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My keynote at the ABBYY Technology Summit in San Diego, November 2016, covering how intelligent capture acts as an onramp to digital transformation.

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ABBYY Technology Summit keynote

  1. 1. ABBYY Technology Summit 2016 ABBYY NAHQ, 2016 Sandy Kemsley Kemsley Design Ltd.
  2. 2. Sandy Kemsley ● www.column2.com ● @skemsley Intelligent Capture and Digital Transformation ABBYY Technology Summit San Diego, November 2016
  3. 3. The Digital Transformation Vision Copyright Kemsley Design Ltd., 2016 3
  4. 4. What is Digital Transformation?  Radical business change, enabled by digital platforms  New business models  New markets  New competencies  Innovation, not incremental Copyright Kemsley Design Ltd., 2016 4
  5. 5. Lemonade Insurance  AI chatbot customer interface  Mobile video/photo capture  Broker disintermediation  Automated decisions and processes  Social impact business model Copyright Kemsley Design Ltd., 2016 5
  6. 6. Zipcar Car Sharing Copyright Kemsley Design Ltd., 2016 6  Mobile device GPS  Vehicle telemetry  Rental agent disintermediation  Bundled services business model  Social media content analytics for proactive customer service
  7. 7. Foodora Restaurant Delivery  Co-branded core competency replacing partners’ capability  Mobile device GPS  Mobile payment  Realtime delivery status monitoring Copyright Kemsley Design Ltd., 2016 7
  8. 8. How Will Your Business Be Digitally Transformed?  Customer enablement  Channel disintermediation  Intelligent content  Automated processes and decisions  Transform, or be disrupted! Copyright Kemsley Design Ltd., 2016 8
  9. 9. Rethinking Business Improvement Copyright Kemsley Design Ltd., 2016 9
  10. 10. Why Incremental Improvement Isn’t Enough  Traditional metrics are still necessary:  Efficiency  Speed  Compliance …but you may just be doing the wrong thing better Copyright Kemsley Design Ltd., 2016 10
  11. 11. Focus on the Customer Journey  Map customer activities and goals  Make your business part of the customer’s process, rather than the other way around  Optimize for the customer’s goals, not (just) internal operational efficiency Copyright Kemsley Design Ltd., 2016 11
  12. 12. Shifting Your Business Model  Understand your customers’ context  Enable self-service  Automate everything possible  Remove unnecessary intermediaries  Rethink cash cows before they get fat and lazy Copyright Kemsley Design Ltd., 2016 12
  13. 13. The Role of Intelligent Content Capture in Digital Transformation Copyright Kemsley Design Ltd., 2016 13
  14. 14. Old-School Loan Origination Copyright Kemsley Design Ltd., 2016 14 Capture Decide Pay Application Proof of Employment Auto-adjudicate/Auto-pay
  15. 15. What’s in Intelligent Capture?  Capture from any source of customer information  Internal customer records  Customer-provided data and documents  Third-party and public information  Automatically extract and analyze content  Drive downstream processes and decisions Copyright Kemsley Design Ltd., 2016 15
  16. 16. Loan Origination With Intelligent Capture Copyright Kemsley Design Ltd., 2016 16 Application Proof of Employment Intelligent Capture Auto-adjudicate/Auto-pay Exception Handling
  17. 17. Speed and Automation Copyright Kemsley Design Ltd., 2016 17  Extract actionable data during capture  Avoid data entry time and effort  Provide data to downstream processes  Automate decisions and transactions  Service customer during same session
  18. 18. Accuracy and Completeness  Capture information directly from customer  More accurate data entry  Instantly detect missing or incorrect data  Cross-check against customer and public information (e.g., postal databases) for accuracy  Check against requirements for completing transaction Copyright Kemsley Design Ltd., 2016 18
  19. 19. Rich Informational Context  Creates 360° view of customer  Generate automated recommendations for upselling  Full customer context for knowledge workers resolving problems Copyright Kemsley Design Ltd., 2016 19
  20. 20. Digital Transformation Challenges Copyright Kemsley Design Ltd., 2016 20
  21. 21. Creating Better Customer Applications  Simple enough to reduce abandonment, full- featured enough to complete transactions  Capture all types of customer information  Mobile-enabled but not required Copyright Kemsley Design Ltd., 2016 21
  22. 22. Improving Internal Processes  Intelligent content capture/analytics  Scanned and electronic documents  Photos and other media  Social media and other sources  Automation of straightforward cases  Integration between systems Copyright Kemsley Design Ltd., 2016 22
  23. 23. Overcoming Resistance to Change  False dependency on paper  Trusting recognition and automation  Trusting customers  Fear of change and job loss Copyright Kemsley Design Ltd., 2016 23
  24. 24. Next Steps to Intelligent Capture and Digital Transformation Copyright Kemsley Design Ltd., 2016 24
  25. 25. Understand What Intelligent Capture Brings To Digital Transformation Customer engagement through self-service Fully automated transactions for instantaneous results Upsell recommendations based on content analysis Knowledge workers focused on problem resolution Copyright Kemsley Design Ltd., 2016 25
  26. 26. Don’t Forget the Operational Benefits Reduced data entry Less outsourcing Improved accuracy Shorter cycle time Increased automation Improved compliance Resistance to volume fluctuations Reduced paper handling Copyright Kemsley Design Ltd., 2016 26
  27. 27. Start Small By Adding Intelligent Capture To an Existing Process Capture at the start of process Identify unused sources of actionable data Add integration & automation to existing systems Copyright Kemsley Design Ltd., 2016 27
  28. 28. Be Prepared to Disrupt the Status Quo Link customers directly to processes Automate decisions and recommendations Realign team structures Copyright Kemsley Design Ltd., 2016 28
  29. 29. Thank You! Sandy Kemsley sandy@kemsleydesign.com www.column2.com @skemsley Copyright Kemsley Design Ltd., 2016 29

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