4. 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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5. Lemonade Insurance
AI chatbot customer interface
Mobile video/photo capture
Broker disintermediation
Automated decisions and
processes
Social impact business model
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6. 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
7. Foodora Restaurant Delivery
Co-branded core competency
replacing partners’ capability
Mobile device GPS
Mobile payment
Realtime delivery status
monitoring
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8. 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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10. 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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11. 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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12. 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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13. The Role of Intelligent Content
Capture in Digital Transformation
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15. 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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17. 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
18. 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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19. 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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21. Creating Better Customer Applications
Simple enough to reduce abandonment, full-
featured enough to complete transactions
Capture all types of customer information
Mobile-enabled but not required
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22. Improving Internal Processes
Intelligent content capture/analytics
Scanned and electronic documents
Photos and other media
Social media and other sources
Automation of straightforward cases
Integration between systems
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23. Overcoming Resistance to Change
False dependency on paper
Trusting recognition and automation
Trusting customers
Fear of change and job loss
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24. Next Steps to Intelligent Capture and
Digital Transformation
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25. 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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26. 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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27. 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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28. Be Prepared to Disrupt the Status Quo
Link customers directly to processes
Automate decisions and recommendations
Realign team structures
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