UNDRSTND Group - AIIM & Nuxeo Webinar - Information Management Solution
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Modernizing Your Information Management Solutions: The Importance of Content Services in Building a Digital Business Automation Architecture
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UNDRSTND Group - AIIM & Nuxeo Webinar - Information Management Solution
- 1. Martyn Christian Founder & Managing Partner MODERNIZING YOUR INFORMATION MANAGEMENT SOLUTIONS
- 2. DIGITAL TRANSFORMATION… WHAT IS THE OPPORTUNITY CHALLENGES & PROBLEMS BUSINESS & TECHNOLOGY SOLUTIONS 1 1 1
- 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
- 4. Source: AIIM YOUR ORGANIZATION’S JOURNEY IN RELATION TO DIGITAL TRANSFORMATION?
- 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
- 7. TIME TO REINVENT YOUR BUSINESS
- 8. BUSINESS BENEFITS… Buyer Behaviour Audience (Self) Segmentation New Age Value Proposition ….more granular segmentation and engagement of buyers means more pressure on existing information management systems
- 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
- 11. CONTENT SERVICES SPECIFICS... • Capture • Store • Manage • Process • Search • Consume, Share • Integrate (API & Services) • Analyze • Deliver, Publish
- 12. ECM Vendors Repositories Records Metadata Analytics Workflow Publishing Capture File-Sync-Share & Content Services Vendors Collaboration Process Auto Work Steps Content Capture Content Delivery Content Analytics Content Search eSignature Slow Hard Expensive Controlled “Permanent”? Quick Easy Cheap Out of Control “Disposable”? ECMISV’s&SI’s Collaboration Transactional BusinessUserDriven © UNDRSTND Group LLC 2018 DocumentOutput ITDriven ERP MFP Vendors Capture Software & Tools (inc. AI & ML “at rest”) Digital Mail Room Invoice Processing HR New Solutions Cloud – SaaS – Mobile – Big Data CxM/CEM DTx/AI/ML Risk Mgt New App New App New App New App New App New App New App Robotic Process Automation (RPA) Businss Process Management & Orchestration API & Content Integration Services
- 13. CLIENT ONBOARDING & CONTENT CREATION FOR COMPLIANCE KNOW YOUR CUSTOMER (KYC) WITH RPA BEFORE: 120+ MINUTES AFTER: ~2 MINUTES
- 15. MACHINE LEARNING & ARTIFICIAL INTELLIGENCE https://venturescannerinsights.com No Lack of Technology Innovation How You Use It is the Question!
- 16. CHALLENGES...
- 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
- 20. SOLUTIONS...
- 21. CONTENT SERVICES SOLUTIONS… Source – AIIM 2017
- 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/
- 24. THANK YOU Martyn Christian Founder & Managing Partner
Notes de l'éditeur
- 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