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What Is Digital Transformation and How Can You Start?

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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?"

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What Is Digital Transformation and How Can You Start?

  1. 1. What Is Digital Transformation and How Can You Start? Tom Rieger Industry Pundit and Guest Lecturer
  2. 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. 3. …and he closed his talk with… “....the only question is whether we shrink from it, ignore it or <embrace it>.”
  4. 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. 5. “Do you agree you are measured against a customer’s last-best- digital-experience?” What is Digital Disruption?
  6. 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. 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. 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. 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. 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. 11. What is Digital Transformation? Driver 3 – Outbound communications • Organizations that still REQUIRE physical signatures?
  12. 12. How Can you Start? • What can you clean out? • Two Approaches: – Under the Radar (bottom up) – Cultural Shift (top down)
  13. 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. 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. 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. 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. 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. 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. 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. 20. Moral to the story • AVAILABLE NOW • TRIAL FREE • BUY BASED ON USAGE • SEAMLESS INTEGRETION • SECURE
  21. 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

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