Did you know that workers in banking and insurance spend almost one hour every day just looking for information they need to do their jobs? Or that UK financial firms have an average of 9 information management systems in place and that 80% report these systems aren’t fully integrated?
Not only is content inherently hard to manage, but the volume, variety, and complexity of content are growing at an unprecedented rate.
Further, many firms continue to struggle with outdated systems and a growing number of information silos.
And, all of this comes at a time when digital transformation is a critical imperative and content is becoming increasingly important for firms seeking to improve customer experiences, collaboration, increase productivity, or comply with new regulations like GDPR.
In this webinar, you will learn:
- How to break down information silos and provide a single, comprehensive view of content
- What new types of content are emerging and how leading companies are leveraging these assets for competitive advantage
- How to use AI and machine learning to enrich content and bring new automation and insight
- And, how to increase knowledge worker productivity with a modern content services platform
3. productivity noun
pro·duc·tiv·i·ty | prō-dək-ˈti-və-tē
Definition of productivity
1 : the quality or state of being productive
Source: Merriam-Webster Dictionary (2020)
4. productive adjective
pro·duc·tive | prə-ˈdək-tiv
Definition of productive
3 a : yielding results, benefits, or profits
b : yielding or devoted to the satisfaction of wants or
the creation of utilities
Source: Merriam-Webster Dictionary (2020)
6. Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Productivity
Today’s world = new
challenges
7. Organization’s systems are not fully connected to each other
Time spent daily looking for information
See the potential
of AI to automate
mundane tasks
*Results of a November 2019 survey of UK Financial Services companies
Believe their
organization lacks the
skills to capitalize on AI
Average
number
of solutions
60% 60%
In 20+ years of
enterprise content
management,
nothing has really
changed
52
mins
8. Content Productivity
Challenges
Business apps
& systems are
multiplying
Remote working
& mobile devices
increase
complexity
Outdated
technologies
have created
information silos
And, we need to
perform work at a
never-before-seen
scale
Demand for
data has never
been greater
Diversity of
information is
increasing
Can’t deliver
information to
the point where
work is done
Users can’t
access
information when
they need it
Critical business
information is
hard to find,
harder to manage
Simply put, many
systems just can’t
keep up with it all
Data makes
content
accessible & fuels
transformation
New types can be
hard to find &
require special
tools
9. Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Modern Content
Demands a modern
solution
11. Silos aren’t
going away
Information silos are a reality of the
modern workplace
Content-centric apps are multiplying
and many offer rich user experiences
People will continue to use apps and
services that make them more
productive
The legacy approach was to put
everything in one repository
Clearly, this is not a viable approach
for modern content management
13. Content as an
Enterprise Service
Applications
Content/Case
Management
Solutions
Business &
Productivity Apps
Mobile Apps &
Services
…
Content Services Platform
Content Models &
Lifecycles
Content
Delivery
Metadata
Enrichment
Enterprise Case
Management
Data Model
Security
& Audit
Query
& Search
Ingestion
Universal Data Model
Comprehensive API
Data & File Storage
Legacy ECM
Amazon S3 &
Glacier
EFSS …
Establish a common service for content,
regardless of where it is stored
⁃ Single API for access to content
⁃ Standard data model
Deliver information when, where and
how it is needed
⁃ Support mobile access and customer
self-service use cases
⁃ Access to content in the “context” of the
work users are performing
⁃ Rapidly develop purpose-built content &
case management applications
13
14. Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
AI & Productivity
A new tool for today’s
information challenges
15. What Types of Productivity
Problems Does AI/ML Solve?
15
InsightExtract Automate
16. Any Number of Public
Cloud Services for AI…
0001000111010111
1000111010111010
1110101100110011
1010110011100011
1100110010111001
Pretrained machine learning models
Provide commodity services:
⁃ OCR/ICR
⁃ Sentiment analysis
⁃ Translation
⁃ Transcription (speech-to-text)
⁃ Facial/celebrity recognition
⁃ Etc.
Stackable or stand-alone
Look for standardized approach to
connect
But beware the law of large numbers
17. Land Vehicle Vehicle Car Motor Vehicle
Transport Parking Mode of Transport Van
Automotive Tire Bumper MinivanTire
Sport Utility Vehicle Family Car
Vehicle Registration Plate
Chevrolet Tahoe
Asphalt Gas Minibus
Generic Services = Generic Data
Note: Depicts actual data generated from accident image by Google Cloud Vision API service
Demos ability of AI/ML to
apply data to assets
Generally useful in
increasing findability and
reuse
Relevancy and accuracy of
the model is inherently
limited
1
2
3
Model returns a set of labels
lacking business-critical
data elements
4
18. Custom ML Models =
Business-Specific Data
Brand: Chevrolet
Model: Tahoe
License St.: Illinois
License No.: K24 1771
Custom models produce much
more relevant data values1
True entity extraction
enables workflow
automation
2
Business value inherently
increases with specificity of
the data generated
3
Veh. Color: Gold Mist Metallic
Brand: Dodge
Model: Ram Van
License St.: Illinois
License No.: XXX 8242
Veh. Color: Bright White
Operator: John Smith
19. Enriching Content
Across the Enterprise
19
Master Metadata Model
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata F
System 1 System 2 System 3 System 4 System n
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
20. Intelligent Automation
for Onboarding
20
What form
is it?
Is it complete?
Has it been
signed?
Form
Processing
Yes
No
1 Classification
2 Exception handling
3 Entity extraction
4 Intelligent routing
22. A Simple but
Powerful Example
22
Current proof-of-concept
project for a leading hotelier
Global knowledge
management platform
⁃ Technical manuals, best
practices, brand guidelines,
etc.
Automatically categorize
new documents by type,
region and brand
Publish document to
appropriate regions & brands
Not unusual for one
document to apply to 5
different regions and 10
different brands
23. 23
The Larger
Promise of AI
Understand content and
data as well as a
knowledgeable human,
but at scale.
Predictively deliver
information
Identify outlying data
points
Analyze usage &
importance
Recognize patterns &
connections
24. Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Productivity
It’s not just about your end
users either
25. Low-Code UI for AI/ML
25
“Point n’ click” interface for configuring new ML models
Simple, intuitive tools to track training progress
Intelligent dashboards to monitor ML model performance
26. Low-Code App Development =
Easier to Deploy New Solutions
26
Flexible &
reusable
templates
Drag ‘n drop
configuration
Common
platform &
design tool
Continuous
innovation
27. Connect Consolidate
Connect to existing data
and content sources
Migrate content and
retire legacy systems
Key Benefits:
Integrate multiple repositories
Extend value of existing
systems
Rapid ROI
Quickly establish consistent
foundation for modernization
Key Benefits:
Reduce reliance on legacy
systems
Decrease total cost of
ownership (TCO)
Support cloud initiatives
Single, future-proof platform
time
Rational Approach to Modernization
28. Cloud Can Get You
There More Quickly
But not a “one size fits all approach”
⁃ Cloud-native, not “cloud only”
Nor on-premises vs. cloud
⁃ Self-managed vs. vendor-managed
⁃ Or, even hybrid configurations due to regulations
Point is that a modern Content Services
Platform should give you choices
29. Using these slides
There are a number of slides included in this deck for both internal and external users. The slides with a Black
titles can be shared with customers and the ones in Purple are for internal use only
Putting it Together
Some customer examples
30. Future-proofing a top
UK bank
Challenges
Growing volume of
documents spread across
locations & systems
Increasing security &
regulatory compliance
mandates
Lack of resource to
develop own solution
Rapid growth further
exacerbating issues
Benefits
Substantial cost reduction
New mobile app for
personalized statement
delivery
Prompt response to
Subject Access Requests
Foundation for ongoing
digital transformation
(agile/DevOps)
Solution
Migrate 2.5B documents to
Nuxeo Platform
Replace multiple legacy
ECM systems
Seamlessly integrate to
existing customer service
systems
31. Modern, Platform-as-a-
Service for Content
Challenges
Modernize IT to compete
with new market entrants
Replace OpenText solution
Proliferation of doc types
made it difficult to find
information
2-step migration approach
Spain & Mexico, then Peru &
Columbia
Benefits
Streamlined exchange of
customer information =
enhanced CX
Faster time to market for
new products & services
New PaaS completely fits
new technological landscape
Improved relationship
between IT & business
Solution
Global PaaS for document
management, deployed
country by country
OpenShift deployment for
each country
Federate existing LiveLink
object stores
New global discipline for
managing document types
32. Busting silos to
improve CX
Challenges
Build sustainable client
relationships by offering
transparent & simple
products
Multiple instances of
legacy ECM solution –
siloed with different UIs, data
models, repositories
Difficult to integrate with
existing IT landscape
Benefits
“With Nuxeo, we’re now able
to harmonise our IM land-
scape, which is incredibly
valuable because it enables
us to better manage and
utilize information for a
better customer experience.”
Substantial cost reduction
Compliance with GDPR
Solution
Migrate 15B documents
over the next 3 years to
Nuxeo Platform
Replace multiple legacy
ECM systems
Also manage voice, chat,
audio & other rich media
34. Thank you for your time today!
Read the complimentary 2020 Aragon Research
Globe report to help you evaluate vendors’ ability
to deliver Enterprise Content Platforms that
enable and empower digital business.
https://www.nuxeo.com/resources/aragon-ecp-report/
Thank you
Editor's Notes
Work more efficiently, take cost out of the organization. Better, faster decisions.
Enhance their customer experience.
Move to the cloud (cost/complexity, but also new capabilities)
Compliance (never going away, but also new requirements: CCPA/GDPR)
Explicit:1. CMOD
2. Mobius
3. Similar print-stream technologies
Existing archiving solutions, like IBM CMOD and Mobius ViewDirect, are now over 25 years old
Difficult to support modern access methods like mobile
Difficult to integrate to other core business systems
Legacy systems can cost well over $2M per year to maintain – one company we are speaking with is spending $15M annually
In extreme cases, communications are printed, then digitized, creating added work and cost
Not cloud-native or even cloud-friendly
Lack of vendor investment / innovation
And, technical skills sets for these legacy systems are increasingly difficult to find
And finally, let’s talk about compliance
Diversity of content types has exploded
Scale (100s of millions) – SMS/email/customer communications (250M/month)
Tooling (video = renditions, annotations, time-based assets, etc.)
And, data enrichment (not self-describing, like documents w/ full-text indexing and search, which isn’t always that effective anyway)
Other modern challenges:
Delivery and consumption on mobile devices
Contribution via mobile apps (user expectations have changed)
Data sovereignty and data locality requirements
Etc.
The real issue is that it is silo’d and, in many cases, almost impossible to find. And these silos aren’t going away:
Information silos are a reality of the modern workplace
Content-centric apps are multiplying and many offer rich user experiences
People will continue to use apps and services that make them more productive
The ECM approach was to put everything in one repository
Clearly, this is not a viable approachfor modern content management
Most importantly, information should be instantly available to the people who need it and have the right to access it.
Examples:
We use Amazon Textract for OCR/ICR services
We use Google Vision to read license plates in our insurance demos
We use Amazon Transcribe to subtitle videos
Public cloud services have their role to play, but also be mindful of their limitations…
Two things to note here:
Much more accurate data
Not tagging, full entity extraction (i.e. brand = Chevrolet)
Why is this important? This is how you automate a process. Can’t do this with tags.
Can we do this today? Absolutely.
Nuxeo Insight – Service that allows our customers to train their own models using their own content and data
60% of inbound forms are handwritten
But you say: Chris, wait, we’ve been doing forms processing for years…
Yes, but this content isn’t just in the mailroom anymore. Come from anywhere in the organization (email, text, social…need an enterprise service, not a mailroom scanning operation)
No longer a discussion of on-premises vs. cloud
And, cloud is also not “one size fits all”
Self-managed vs. vendor-managed
Data privacy and locality regulations may dictate hybrid configurations
Need to support customer preferences for cloud infrastructure providers, storage options and even services
“The traditional drivers of cloud computing—cost savings and pay-as-you-consume contracts—will likely continue to push usage. Yet the next round of adoption will likely be driven by other key benefits that cloud offers—namely speed, flexibility, and scalability.”
- Deloitte, 2019
Critical challenge was that they were not able to access customer data across different silos and processes
New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth)
NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores)
Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.)
Spain: Employee HR documentation; customer avatars for mobile app
Mexico alone is 1.5 petabytes of content
Procurement, contracts, etc.
Critical challenge was that they were not able to access customer data across different silos and processes
New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth)
NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores)
Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.)
Spain: Employee HR documentation; customer avatars for mobile app
Mexico alone is 1.5 petabytes of content
Procurement, contracts, etc.
Critical challenge was that they were not able to access customer data across different silos and processes
New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth)
NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores)
Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.)
Spain: Employee HR documentation; customer avatars for mobile app
Mexico alone is 1.5 petabytes of content
Procurement, contracts, etc.
Start with the customer (journey)
Identify specific pain points (& establish a baseline)
Define your ”to be” experience
Map critical information sources & identify gaps
Work iteratively (look for quick wins, immediate ROI/CX gain or both) … agile approach
And, of course, look for technologies that will help you get where you. Think beyond your current systems. Investments that pay for themselves.
Rational approach (app. modernisation)
(agile earlier)
Don’t have to move everything
”connect and consolidate”
AI/Machine learning