The document emphasizes the importance of the human element in digital business, highlighting that interactions should go beyond mere transactions to recognize customers as individuals with emotional drivers. It outlines three imperatives for digital businesses: exceeding customer expectations with meaningful interactions, responding agilely to changes, and creating an infinite workplace that enables collaboration across ecosystems. The piece underlines that effectively connecting processes and people is crucial for a successful digital transformation.

1. THE HUMAN ELEMENT
IN DIGITAL

2. Digital is
upon
us!
it’s the new normal.

3. Digital is in everything we do today.
In how we transact,
in how we entertain,
in how we unwind,
in how the next generation ‘thinks’!

4. Shopping…

5. Hanging out…

6. Finding your way…

7. Managing health…

8. Managing finances…

9. Serving customers…

10. Communicating…

11. Digital is in everything we do

12. And it’s nice!

13. Until…

14. Systems are all we see…

15. Coworkers are workflow…

16. Audience are profiles…

17. People are
Yes, a resource!

18. Contact stops at arm’s length…

19. …And, context is lost!

20. When processes and systems are
built to complete a transaction…

21. Can I talk to a human!
Do you even know
me?
it’s blind digital
…and, deaf!

22. Delight
Your Customers
Be Faster
than The Fastest
Make your Business
Infinite
IMPERATIVES OF DIGITAL BUSINESS
Lest we forget…

23. Delight
Your Customers
IMPERATIVE 1 OF A DIGITAL BUSINESS
Exceeding customer expectations is now
expected. Every interaction with the
customer must be designed and mapped to
ensure the right message at the right time.
And, Customers are people, beyond
rationality - with their own
psychological and emotional drivers
and motivations.

24. #Customer
#User
#Audience
#Target segment
#Prospect
#Reference
#Member
I’m not an ID, not a transaction!

25. #KnowThyCustomer
- Name
- Filed documents
- Relevant details
- Business relationship
- Past transactions
- Open complaint(s)
- Past feedbacks
- Recent events
Know your customers before reaching out to them! Understand
them when they reach out to you!

26. IMPERATIVE 2 OF A DIGITAL BUSINESS
Respond to any change with agility.
Whether it stems from the market,
competition, or even a single interaction
with a customer.
And, this agility goes beyond automation
and speed. It’s the ability to change and
respond in context, with smartness that
comes with People.
Be Faster
than The Fastest

27. Automation ≠ Digital
Automation can
work in preset
models
Digital means fast &
smart response to
situations

28. You need Smart Processes!
Ability to orchestrate in response to emerging situations,
without having to go to drawing board.
Respond to people v/s acting on robotic process.

29. You need Empowered Workers!
Ability to make smart decisions in response to emerging situations,
and alter the course of action as needed.
Power to people v/s Rigid preset models.

30. You need Superior Context!
Ability to see faces & situations, and ability to access relevant
content, to do what’s needed quickly.
Context for people v/s inaccessible information.

31. IMPERATIVE 3 OF A DIGITAL BUSINESS
An infinite workplace is where everyone
works, wherever they are with easy and
real time access, to whatever their work
demands.
And, an infinite business goes beyond
enterprise resources, encompassing
business ecosystem - enabling people
including employees, suppliers, partners &
customers to participate.
Make your
Business Infinite

32. Mobility can get you access.
Your enterprise needs to connect with
people.
Your processes need to connect beyond
internal resources, enable people to
collaborate - to connect with people inside
and out, with systems inside and out, and
with things.
Digital is all about Connect!

33. Touch interface is only an enabler.
Your enterprise needs to reach out and
touch.
Your processes need to evolve and involve.
Make them infinite.
Your processes need to touch customers
and partners as people, enabling them to
work with your people and systems toward
common goal.
Digital is all about Touch points!

34. Delight
Your Customers
Be Faster
than The Fastest
Make your Business
Infinite
People make a business DIGITAL.
HUMAN ELEMENT IS CORE TO DIGITAL.
LET PROCESSES INVOLVE & EVOLVE.

35. THE HUMAN ELEMENT
IN DIGITAL

36. THE HUMAN ELEMENT
IN DIGITAL
About Newgen
Newgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication
Management (CCM) and Case Management, with a global footprint of 1300+ installations in more than 61 countries with large, mission-critical solutions deployed at the
world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.
Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2013. Newgen has been assessed at CMMi Level3.
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