Intelligent Capture and Digital Transformation
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The document discusses the role of intelligent content capture in digital transformation. It provides examples of companies like Lemonade Insurance, Zipcar, and Foodora that have digitally transformed their businesses through approaches like using AI chatbots, mobile apps, and automating processes. The presentation argues that incremental improvement is not enough and businesses need to radically change by focusing on customer journeys, enabling self-service, removing intermediaries, and shifting business models. It emphasizes that intelligent content capture can drive speed, automation, accuracy and provide a rich contextual understanding of customers to power digital transformation and recommendations. The presentation concludes by advising businesses to start small by adding intelligent capture to existing processes and to disrupt the status quo.
Intelligent Capture and Digital Transformation
- 1. Sandy Kemsley ● www.column2.com ● @skemsley Intelligent Capture and Digital Transformation AIIM First Canadian Chapter February 16, 2017
- 2. The Digital Transformation Vision Copyright Kemsley Design Ltd., 2016 2
- 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. 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. 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. 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. 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. Rethinking Business Improvement Copyright Kemsley Design Ltd., 2016 8
- 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. 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. 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. 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. The Role of Intelligent Content Capture in Digital Transformation Copyright Kemsley Design Ltd., 2016 13
- 14. Old-School Loan Origination Copyright Kemsley Design Ltd., 2016 14 Capture Decide Pay Application Proof of Employment Auto-adjudicate
- 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. Loan Origination With Intelligent Capture Copyright Kemsley Design Ltd., 2016 16 Application Proof of Employment Intelligent Capture Auto-adjudicate Exception Handling
- 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. 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. 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. Next Steps to Intelligent Capture and Digital Transformation Copyright Kemsley Design Ltd., 2016 20
- 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. 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. 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. 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. Thank You! Sandy Kemsley sandy@kemsleydesign.com www.column2.com @skemsley Copyright Kemsley Design Ltd., 2016 25
- 26. Copyright © AIIM | All rights reserved.26 #AIIM The Global Community of Information Professionals Upcoming events in Toronto
- 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. 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)