3. DIGITAL TRANSFORMATION...
“Every organization is on – or
should be on – a Digital
Transformation journey”
81% of organizations feel digital
transformation is important or very
important
6. THE ROLE OF INFORMATION MANAGEMENT…
Source – AIIM 2017
Systems of Record Systems of Engagement Systems of Understanding
1987 – 2007 2007 – 2017 2017 – ?
Technology Drivers Imaging, capture, ERM, ECM,
BPM
Cloud, Mobile, SharePoint, File
Sync and Share, SaaS
Hadoop, noSQL, Analytics,
Cognitive Computing, Business
Intelligence
Problems Paper Explosion Content Explosion Data Explosion
Focus Automatic Transactions Streamlining Interactions Extracting Insight
Information Managed Document and Images Content of All Types Data with Content as a Subset
People Limited # of Content Specialists Knowledge Workers Information Professionals
Process Focus High-Volume, Mission Critical Team and Ad-Hoc Collaboration Customer Experiences
IT Role Develop and Deploy Configure and Iterate Connect and Interpret
Usability Train, Then Use Just Use Data Insights Drive Usability
Governance Records Management Information Architecture Chaotic and Dynamic
Architectures
Buyers Departments at Large
Companies
Expansion Into Mid-Sized Market Many flavors of Solutions
9. WHAT IS THE PRIMARY GOAL FOR YOUR
ORGANIZATION’S DIGITAL TRANSFORMATION?
Maintain or achieve market leadership in our industry
Improve customer satisfaction, loyalty and retention
Improve operational efficiency
Complement or diversify our core business
Disrupt our core business before its disrupted by others
Enhance or demonstrate our ability to innovate
Strengthen regulatory compliance and ability to manage risk
( % of respondents)
Source: Economist Intelligence Unit
Ahead of curve
Behind the curve
10. USING INFORMATION MANAGEMENT...
A blending of..
Platforms
Tools
and Apps
in a services framework that
is easy to deploy and
consume and takes account
of legacy investment
17. REALITY BITES...
Rip & Replace Will Not Work
• Locked Systems
• Migration Expense
• Training Costs
• App Rewrites
• Deployment Challenges
• Lack of Resource
• Lack of Skills
• Lack of Budget
18. MODERN PROBLEMS… MODERN
SOLUTIONS...
Use Case Definitions Are Critical
• Collaboration Centric
• Immediate Information Access
• Simple Exception Initiation & Handling
• Lightweight Case Management
• Unattended (Robotic) Where Possible
• Seamlessly & Easily Integrated
19. The location
automatically
completed using
phone’s GPS
location
The Claimant can
manually enter or
override the
location
The Claimant
selects the correct
location from the
map
CASE MANAGEMENT FOR CLAIMS WITH GOOGLE MAPS
22. WHAT’S NEXT...
• Content Services becomes the new app development platform for
information management solutions
– Unify and extend information repositories across the enterprise
– Integrate information sources
– Create a single view of content metadata
– Al the information, all the time, everywhere – at a reasonable price
• RPA and Digital Process Automation tools bring real business value
and ROI
• Artificial Intelligence and Machine Learning break-through into
mainstream Information Management solutions
23. UNDRSTND GROUP
100+ years of proven leadership experience in information
management solutions with a team of experienced consultants and
advisers
www.undrstndgroup.com
Understanding The Emerging Market For Content
Services And Corresponding Changes In Buyer Behavior
https://undrstndgroup.com/essential-reading/
Reality of our time – driven by technology and fear of obsolescence!
Automation of manual tasks
White collar – front and back office
Apps and ChatBots that act in a robotic fashion
Allowing humans to move into higher value roles
AIIM research:
Buyers are many and varied levels of knowledge wrt Digital Transformation
Acknowledge this
EDUCATION is key – invest in education
Just as we have come to terms with the technological and business disruption of Cloud, SaaS and Mobile Apps
We are now faced with new challenges of digital transformation and compliance
Its considered de facto that we will build our new digital transformation solutions in the Cloud, on Mobile and with a SaaS architecture…. But we have history >>
This is some of the history – how we got here and what happens next
Systems of Understanding – my highlights in red
Content as a Component
Inside of customer facing processes
Liked to real time analytics of information sharing experiences
Understand buyer and customer behavior at a more granular level
Meet their needs and expectations more specifically
Better customer satisfaction
More purchases
Higher margins
But more pressure on information systems to be available , flexibly at the point they are needed
All about
Being competitive
Focusing on the customer – giving them what they want
And doing it in the most cost efficient way
Information management in a digital transformation world
Content services – more flexible, easier to consume..
Has to be more flexible to meet the needs of digital businesses and their customers
Gartner sees Content Services as a range of functions – some mandatory, some optional
And they identify leaders and visionaries based on these functions and the companies business performance
But the meat in the sandwich is how you do business and how you leverage your information
Robotic Process Automation
Business Process Management
And the Application Programming Interfaces and Integration Services needed to serve information into processes at exactly the right time
This is the heart of the challenge and opportunity to build new digital transformation solutions
Such as this example
Even more new Apps coming
Information management
Content Collaboration
Vertical focus
Simple
Transactional
All has to work together AND with legacy
The challenges of legacy
But modern problems – digital transformation problems are different
Need to understand them better
Don’t assume one App will solve the problem
Do the hard work up front in use case definition to make implementation smooth (and incorporate legacy information sources)
Use Cases like this
This example of a mobile motor claims app comes from a UK ECM solution provider – Insight2Value
With a long history in the Insurance space in UK & Ireland – Insight2Value embraced the mobile opportunity and created an App that leverages the uniqueness of the mobile platform
Grabbing GPS coordinates to short cut the process and ensure faster processing of claims
There are some categories of solutions to consider and NUXEO and AIIM can help in identifying the best opportunities
Compliance – in FSI and regulated industries
Efficiency and Productivity – in competitive deregulated industries
Customer Experience – in service industries where quality of engagement and interaction is critical
Collaboration – leveraging new Apps and technology for new ways of working internally
Content Services is a critical component of a digital business transformation effort
It allows you to extend existing investments and integrate existing information sources
When coupled with business process automation tools there is huge value
And AI and Machine Learning capabilities – other fully automated or attended – will bring real transformation opportunities into the mainstream