Intelligent Capture and Digital Transformation
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Transcript of Intelligent Capture and Digital Transformation
Sandy Kemsley ● www.column2.com ● @skemsley
Intelligent Capture and
Digital Transformation
AIIM First Canadian Chapter
February 16, 2017
What is Digital Transformation?
Radical business change, enabled by digital
platforms
New business models
New markets
New competencies
Innovation, not incremental
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Lemonade Insurance
AI chatbot customer interface
Mobile video/photo capture
Broker disintermediation
Automated decisions and
processes
Social impact business model
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Zipcar Car Sharing
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Mobile device GPS
Vehicle telemetry
Rental agent disintermediation
Bundled services business
model
Social media content analytics
for proactive customer service
Foodora Restaurant Delivery
Co-branded core competency
replacing partners’ capability
Mobile device GPS
Mobile payment
Realtime delivery status
monitoring
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How Will Your Business Be Digitally
Transformed?
Customer enablement
Channel disintermediation
Intelligent content
Automated processes and decisions
Transform, or be disrupted!
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Why Incremental Improvement Isn’t
Enough
Traditional metrics are still necessary:
Efficiency
Speed
Compliance
…but you may just be doing the wrong thing better
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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
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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
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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
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The Role of Intelligent Content
Capture in Digital Transformation
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Old-School Loan Origination
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Capture Decide Pay
Application
Proof of
Employment
Auto-adjudicate
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
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Loan Origination With Intelligent
Capture
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Application
Proof of
Employment
Intelligent Capture Auto-adjudicate
Exception Handling
Speed and Automation
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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
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
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Rich Informational Context
Creates 360° view of customer
Generate automated recommendations for
upselling
Full customer context for knowledge workers
resolving problems
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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
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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
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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
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Be Prepared to Disrupt the Status
Quo
Link customers directly to processes
Automate decisions and recommendations
Realign team structures
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Thank You!
Sandy Kemsley
www.column2.com
@skemsley
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Copyright © AIIM | All rights reserved.26
#AIIM
The Global Community of Information Professionals
Upcoming events in Toronto
Copyright © AIIM | All rights reserved.27
#AIIM
The Global Community of Information Professionals
AIIM First Canadian ChapterBreakfast 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.
Copyright © AIIM | All rights reserved.28
#AIIM
The Global Community of Information Professionals
AIIM Certificates in Toronto
March 28 - 31 Electronic Records Managementhttp://www.aiim.org/Education-Section/Public-Classes/2017-March-ERMM-Toronto
May 15 - 18 Enterprise Content Managementhttp://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)