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Intelligent Capture and Digital Transformation

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From my presentation at the AIIM Toronto seminar on February 16, 2017

Published in: Technology

Intelligent Capture and Digital Transformation

  1. 1. Sandy Kemsley ● www.column2.com ● @skemsley Intelligent Capture and Digital Transformation AIIM First Canadian Chapter February 16, 2017
  2. 2. The Digital Transformation Vision Copyright Kemsley Design Ltd., 2016 2
  3. 3. 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 3
  4. 4. 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 4
  5. 5. Zipcar Car Sharing Copyright Kemsley Design Ltd., 2016 5  Mobile device GPS  Vehicle telemetry  Rental agent disintermediation  Bundled services business model  Social media content analytics for proactive customer service
  6. 6. Foodora Restaurant Delivery  Co-branded core competency replacing partners’ capability  Mobile device GPS  Mobile payment  Realtime delivery status monitoring Copyright Kemsley Design Ltd., 2016 6
  7. 7. 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 7
  8. 8. Rethinking Business Improvement Copyright Kemsley Design Ltd., 2016 8
  9. 9. 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 9
  10. 10. 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 10
  11. 11. 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 11
  12. 12. Overcoming Digital Transformation Challenges  Better customer-facing applications  Simple but full-featured  Improved internal processes  Intelligent content capture/analytics  Automation where possible  Overcome resistance to change  Trust automation  HR involvement for job changes 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
  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 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. Next Steps to Intelligent Capture and Digital Transformation Copyright Kemsley Design Ltd., 2016 20
  21. 21. 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 21
  22. 22. 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 22
  23. 23. 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 23
  24. 24. Be Prepared to Disrupt the Status Quo Link customers directly to processes Automate decisions and recommendations Realign team structures Copyright Kemsley Design Ltd., 2016 24
  25. 25. Thank You! Sandy Kemsley sandy@kemsleydesign.com www.column2.com @skemsley Copyright Kemsley Design Ltd., 2016 25
  26. 26. Copyright © AIIM | All rights reserved.26 #AIIM The Global Community of Information Professionals Upcoming events in Toronto
  27. 27. Copyright © AIIM | All rights reserved.27 #AIIM The Global Community of Information Professionals AIIM First Canadian Chapter Breakfast Networking Event March 23 Information Management as a Service Sponsored by: Chris is Director of Client Services at ThinkDox, providing information management strategy and implementation management services. Formerly at Info-Tech Research Group were he was a Senior Consulting Analyst. Chris Wynder will provide a practical set of guidelines for information managers and IT managers to move from the current information management practices to a new service based paradigm that will allow organizations to deal with the changing reality of information management.
  28. 28. Copyright © AIIM | All rights reserved.28 #AIIM The Global Community of Information Professionals AIIM Certificates in Toronto March 28 - 31 Electronic Records Management http://www.aiim.org/Education-Section/Public-Classes/2017-March-ERMM-Toronto May 15 - 18 Enterprise Content Management http://www.aiim.org/Education-Section/Public-Classes/2017-May-ECMM-Toronto (for either certificate, attend days 1 & 2 for Specialist designation or 4 days for Master designation)

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