The document discusses the concept of digital transformation, highlighting the need for radical business changes enabled by digital platforms enhancing customer experiences. It outlines examples like Lemonade Insurance and Zipcar, emphasizing the importance of intelligent content capture, customer enablement, and process automation to remain competitive. Challenges such as resistance to change and reliance on traditional methods are also addressed, with recommendations for incremental adoption of intelligent capture technologies.

1. ABBYY
Technology
Summit
2016
ABBYY NAHQ, 2016
Sandy Kemsley
Kemsley Design Ltd.

2. Sandy Kemsley ● www.column2.com ● @skemsley
Intelligent Capture and
Digital Transformation
ABBYY Technology Summit
San Diego, November 2016

3. The Digital Transformation Vision
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4. What is Digital Transformation?
 Radical business change, enabled by digital
platforms
 New business models
 New markets
 New competencies
 Innovation, not incremental
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5. Lemonade Insurance
 AI chatbot customer interface
 Mobile video/photo capture
 Broker disintermediation
 Automated decisions and
processes
 Social impact business model
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6. Zipcar Car Sharing
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 Mobile device GPS
 Vehicle telemetry
 Rental agent disintermediation
 Bundled services business
model
 Social media content analytics
for proactive customer service

7. Foodora Restaurant Delivery
 Co-branded core competency
replacing partners’ capability
 Mobile device GPS
 Mobile payment
 Realtime delivery status
monitoring
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8. How Will Your Business Be Digitally
Transformed?
 Customer enablement
 Channel disintermediation
 Intelligent content
 Automated processes and decisions
 Transform, or be disrupted!
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9. Rethinking Business Improvement
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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
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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
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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
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13. The Role of Intelligent Content
Capture in Digital Transformation
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14. Old-School Loan Origination
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Capture Decide Pay
Application
Proof of
Employment
Auto-adjudicate/Auto-pay

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
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16. Loan Origination With Intelligent
Capture
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Application
Proof of
Employment
Intelligent Capture Auto-adjudicate/Auto-pay
Exception Handling

17. Speed and Automation
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 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. 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
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19. Rich Informational Context
 Creates 360° view of customer
 Generate automated recommendations for upselling
 Full customer context for knowledge workers
resolving problems
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20. Digital Transformation Challenges
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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
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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
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23. Overcoming Resistance to Change
 False dependency on paper
 Trusting recognition and automation
 Trusting customers
 Fear of change and job loss
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24. Next Steps to Intelligent Capture and
Digital Transformation
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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
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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
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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
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28. Be Prepared to Disrupt the Status Quo
Link customers directly to processes
Automate decisions and recommendations
Realign team structures
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29. Thank You!
Sandy Kemsley
sandy@kemsleydesign.com
www.column2.com
@skemsley
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