Slides presented by Tom Rieger on the AIIM Virtual Event on February 21, 2019. Session title "What Is Digital Transformation and How Can You Start?"

1. What Is Digital Transformation
and How Can You Start?
Tom Rieger
Industry Pundit and Guest Lecturer

2. The new normal
“Customers embrace technology, and their
expectations are rapidly evolving. They want to bank
anywhere, anytime, and they compare their bank
experience to their last best digital experience – not to
experiences with other banks.”
Greg D. Carmichael
President/CEO Fifth Third Bank
http://bit.ly/53-bank

3. …and he closed his talk with…
“....the only
question is
whether we
shrink from it,
ignore it or
<embrace it>.”

4. So I tested a hypothesis
“Do you agree you are measured against
a customer’s last-best-digital-
experience?”
“Compared to your competition, do you
think your organization does a better job
at using technology to engage and
service your customers?”
http://bit.ly/Rieger-WP

5. “Do you agree you are measured against a customer’s last-best-
digital-experience?”
What is Digital Disruption?

6. “Compared to your competition, do you think your organization does
a better job at using technology to engage and service your
customers?”
What is Digital Disruption?

7. What is Digital Transformation?
Driver 1 – broader input channels
We have a broader set
of input channels
Portal with
attachments
Email with
attachments
Inbound fax
Mail/
Fedex/UPS
Automation System of Record
OCR
ADRAPI
Fax
Paper
Email Portals
Content
Management
-
CRM
Input Channels

8. What is Digital Transformation?
Driver 1 – broader input channels
With significant
growth in:
SMS
Mobile App
Social
We have a broader set
of input channels:
Portal with
attachments
Email with
attachments
Inbound fax
Mail/
Fedex/UPS

9. What is Digital Transformation?
Driver 2 – It isn’t just about ”integration”, it is about ”automation”
• Quick, Nimble, Simple
• Three vendor types to
research
– Low-Code/iBPM
– Robotic Process
Automation
– iPaas
• Process Orchestration

10. What is Digital Transformation?
Driver 3 – Outbound communications
• Communications is more:
– Mobile – SMS texting
– Digital
– Automated
– Personal
– Closed loop – be ready for a
response
– Create a more immediate
engagement and reaction

11. What is Digital Transformation?
Driver 3 – Outbound communications
• Organizations that still REQUIRE physical signatures?

12. How Can you Start?
• What can you clean out?
• Two Approaches:
– Under the Radar (bottom up)
– Cultural Shift (top down)

13. What should you clean out vs keep?
• Surround and Augment
– Keep your system-of-record/retention-
policies and bring in new ways to engage
– Will discuss further
• Archive and Retire
– Gartner’s ”Application Undertaker”
– http://bit.ly/Decomm-Factory
– http://bit.ly/AppRetire
LEGACY
INPUTS
AUTOMATIONS
ANALYSIS
OUTPUTS

14. How can you start?
• Remember the following:
– FREE: Everything is available in the cloud to ‘try’
– SURROUND: It can be integrated with your
existing tech portfolio
• Fundamental ingredients
– iPaas tool that fits best – integrate/automate
– RPA where needed – automate the mundane
– Low-Code/iBPM - as the user interface

15. How you can start
Example 1 – text messaging engagement
• Try this:
– Use a best-in-breed iPaas engine
– Use Twilio as your SMS/texting engine
– Bounce the results of any message with an image against
Google Vision to validate and extract
– Map the results into a low-code engine – like Appian - where
you validate the number and open a new ‘case’
– Put the JPG into BOX
– Send a text back to the original phone saying ‘Thank you – we
have opened a case and will respond shortly’
– Keep it all secure with Okta
• You can swap in and out whatever you need to
complete
– iPaas, image recognition, repository or CRM

16. How you can start
Example 2 – E-signature automation
• Try this:
– If you use SharePoint, use Microsoft Flow as your iPaas
– Use Webmerge as the engine to create the outbound contract,
communications, etc.
– Send the communication using Sendgrid
– Use Docusign as the e-signature tool
– Map the results into a PowerApp-built front-end where you
manage the e-signature process
– Put the resulting signed document into SharePoint
– Send a text back to the original phone saying ‘We have
received the signed document – THANK YOU’
– Keep it all secure with Okta
• You can swap in and out whatever you need to
complete
– iPaas, e-signature, repository or CRM/BPM

17. How you can start
Other Examples you can start easily
• Inbound email and PDF
reconciliation
• Cloud based ‘capture’ of paper
and/or PDF conversion
• eForms
Textract
To drive transformation, you need to create
that first success

18. Growth and traction - Interesting fact
Taking Care of
Business:
Debuting Our
Fifth Annual
Businesses @
Work Report
Todd McKinnon – CEO and
co-founder Okta
http://bit.ly/OKTA-
blog

19. Misc items to mention
• It is easier than ever to integrate on-
prem content with cloud
– Moving the documents: SkySync to
replicate documents
– Automating systems: iPaas works with on-
premise systems
– Automating front office: RPA brings
another level of integration

20. Moral to the story
• AVAILABLE NOW
• TRIAL FREE
• BUY BASED ON USAGE
• SEAMLESS INTEGRETION
• SECURE

21. • If you want to chat further, please
reach out:
– Tom Rieger
– Have a chat: 952-221-6514
– tomrieger4@gmail.com
– If you are in Minnesota – I will buy the first
beverage
– https://www.linkedin.com/in/tomlrieger/
http://bit.ly/Rieger-WP