The art and science of digital
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The document discusses the convergence of art and science in the context of digital enterprise, emphasizing the importance of customer experience and operational efficiency. It highlights the need for an avant-garde approach to digital transformation, where businesses must create interconnected value webs and adapt to evolving digital landscapes. Practical guiding principles and strategies are proposed to enhance customer engagement and streamline processes through automation and technology integration.
The art and science of digital
- 10. Yes, they’re all paintings. Art. but…? of…? by…?
- 12. Plato Aristotle Copernicus Leonardo da vinci Galileo Picasso Newton Einstein a·vant-garde /ˌaväntˈgärd/ noun 1. people introducing new, or experimental ideas, especially in the arts 2. the advance group in any field synonyms: innovative, progressive, revolutionary, pioneer, trailblazer They’re pioneers, revolutionaries, technologists, visionaries, Avant-Garde.
- 13. They carried the world enterprise forward >>>
- 14. Speaking of enterprise… The Enterprise Starship -> Who led it?
- 17. The two sides of The Enterprise starship Command Captain Kirk Strategic Instinctive Holistic Humane Visionary Relationship Guy Mr. Spock Rational Logical Scientific Thinker Objective Go-to Guy
- 18. Like two sides of brain
- 21. Yoda and R2D2
- 22. What’s all this got to do with YOU? or your Enterprise? or Digital?
- 23. The Digital Imperative is upon YOU. Image Credit: emka74 / shutterstock.com Like Yoda said DO OR DO NOT. THERE IS NO TRY.
- 24. Plato Aristotle Copernicus Leonardo da vinci Galileo Picasso Newton Einstein a·vant-garde /ˌaväntˈgärd/ noun 1. people introducing new, or experimental ideas, especially in the arts 2. the advance group in any field synonyms: innovative, progressive, revolutionary, pioneer, trailblazer Digital is not Mobility, Internet, Social, or just Tech. It’s about being ahead of time. Avant-Garde.
- 27. What is Digital today…
- 29. It’s not about Form. It’s about The Essence. Mobility v/s Experience
- 31. Customer Experience and Contextual Customer Engagement. Delight Your Customers.1
- 32. Be Faster Than The Fastest2Business Agility and Operational Responsiveness
- 33. 3Anytime Anywhere Business Ecosystem Make Your Business Infinite
- 36. 1. Delightful Customer Experience is about Process Experience.
- 37. 2. Delightful Customer Experience comes from Contextual Engagement
- 38. 3. Customer Experience is not orthogonal to Operational Efficiency.
- 39. 4. Value Chain is out! Value Web is in!
- 40. What do YOUneed to do?
- 42. CREATE VALUE WEB
- 43. You need to find ways to “Connect” all the dots of your Value Web. CREATE VALUE WEB
- 44. Platformize!
- 45. Create the “platforms that cohesively work internally and externally to enable an orchestrated connect for delivering digital enterprise”. Platformize!
- 46. |Platformize|www.newgensoft.com 46 1 Build Contextual and Flexible Process Platform ★ Automate Your Workflows ★ Use BPM and Case Management ★ Integrate Content into Process with ECM ★ Use Business Rules Management ★ Leverage Mobility, digitization, and imaging for customer context
- 47. |Platformize|www.newgensoft.com 47 2 Engrain Mobility and Social in Your Process Apps. ★ Leverage Digital Sensing ★ Leverage Omni- channel and Cross- channel Mobility ★ Orchestrate processes centrally
- 48. |Platformize|www.newgensoft.com 48 3 Deliver Process Experience ★ Break Process Silos ★ Provide Straight- through Processing ★ Leverage Robotic Process Automation ★ Use Context through integrated Content
- 49. |Platformize|www.newgensoft.com 49 4 Elevate Orchestration ★ Define Process Architecture and leverage Process frameworks ★ Automate complete Lifecycle of Processes ★ Measure and Optimize on business metrics ★ Orchestrate resources internal as well as external ★ Touch Customers with Mobility and Digital Sensing
- 50. |Platformize|www.newgensoft.com 50 5 Practice Platform governance ★ Separate Process Implementation and Platform Engineering ★ Leverage Automation for Processes ★ Govern with process models, SOA and seamless integration for Speed ★ Consider Mobility as extension of business processes ★ Use BPM as backbone for Robotic Process Automation
- 51. The Art andScience All that has to come together and Connect!
- 52. MEET Sarah. A Millenial. PHARMACIST LIKES TO HAVE TIME FOR HERSELF DIGITALLY SAVVY HAS PLANS FOR FUTURE
- 53. SHE NEEDS HOME LOAN She Contacts You Online. SHE DOES WHAT SHE DOES BEST. HUNTS LOANS ONLINE, COMPARES, CHECKS WITH FRIENDS & FAMILY
- 54. AFTER ALL… SHE ALREADY HOLDS AN ACCOUNT WITH YOUR BANK SHE EXPECTS A CAKEWALK.
- 55. BUT, NOTHING HAPPENS… NOTHING HAPPENS FOR A DAY. SHE IS ROUTED AROUND. SHE IS REQUESTED TO SUBMIT DOCUMENTS AT THE BRANCH HER PATIENCE WEARS THIN! SHE WAITS, LOOKS AROUND FOR OPTIONS, MAKES CALLS.
- 56. SHE SWITCHES.
- 58. NAME, AGAIN? BTW, WHAT WAS HER
- 59. TO REMEMBER HER! SARAH, EXPECTS YOU
- 60. YES. RETAIL MORTGAGE LOAN IN 30 MINS. AND, DID WE JUST SAY 30 MINS!?
- 63. SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR FACEBOOK PAGE. SARAH EXPLORES. DROPS HINTS ON FACEBOOK.
- 64. 1. DIGITAL SENSING ! Tap Customer Sentiment ! Context Analysis ! Automated contextual Response
- 65. Hello Sarah! Thanks for being an awesome customer. We have customized offers for you. Your personalized Link: Explore now! Send Message
- 66. 2. PROACTIVE ENGAGEMENT ! Lending Process Kick-off. ! Customized Offers. ! Customer Data Integration.
- 67. Hello Sarah! Options for you based on your account history. Select one or Talk to us!
- 68. 3. LOAN INITIATION ! Straight-through Processing ! Document Capture ! Image-assisted Data Entry
- 70. 4. CREDIT AND ELIGIBILITY CHECK ! Straight-through Processing ! Automated Business Rules ! Web-services based Integration
- 71. 5. DOCUMENT VERIFICATION ! Integrated DMS for Fast Retrieval ! Automated Doctype Detection ! Image Processing & Enhancements
- 73. 6. LOAN PROCESSING ! STP / Automated Loan Booking ! Auto-generation of Loan Documents ! Automated Business Rules & Policies
- 75. 7. LOAN DISBURSEMENT ! STP / Auto Credit & Funds Clearance ! Robotic Process Automation ! End-to-end Process Orchestration
- 77. …IT WAS ALWAYS SO SIMPLE! IF ONLY…
- 78. IN REAL WORLD, MURPHY STRIKES… …OFTEN.
- 81. ! CROSS-CHANNEL ! Sign-up without documentation ! Omni-Channel Loan Application Initiation ! Cross-Channel Loan Application & Servicing
- 82. Sarah initiates on tablet, fills out details on laptop, completes it on mobile.
- 83. Multi Channel. Multi Form. Multi Mode. Digital = The Power of device CIRCLE OF ENGAGEMENT
- 84. SARAH HAS A GOOD CREDIT SCORE. BUT, HER PROPERTY IS NOT REGISTERED.
- 85. ! CASE MANAGEMENT ! Case Folder ! Knowledge Worker Participation ! Ad-hoc Exception Handling
- 87. LEGACY STRIKES. SILOS OF SYSTEMS NOT READY FOR INTEGRATION. THEN
- 88. ! ROBOTIC PROCESS AUTOMATION ! Automated scripts for Routine Tasks ! Automated Data entry ! Assisted Task Execution
- 90. SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.
- 91. SARAH, THEN, IS MORE THAN A CUSTOMER. SHE IS YOUR ADVOCATE!
- 92. |Platformize|www.newgensoft.com 92 Partner with Newgen! We help companies across geographies in their digital journey through our solutions in Business Process Management, Enterprise Content Management, Case Management, and Customer Communication Management.