From my presentation at the AIIM Toronto seminar on February 16, 2017

1. Sandy Kemsley ● www.column2.com ● @skemsley
Intelligent Capture and
Digital Transformation
AIIM First Canadian Chapter
February 16, 2017

2. The Digital Transformation Vision
Copyright Kemsley Design Ltd., 2016 2

3. What is Digital Transformation?
 Radical business change, enabled by digital
platforms
 New business models
 New markets
 New competencies
 Innovation, not incremental
Copyright Kemsley Design Ltd., 2016 3

4. Lemonade Insurance
 AI chatbot customer interface
 Mobile video/photo capture
 Broker disintermediation
 Automated decisions and
processes
 Social impact business model
Copyright Kemsley Design Ltd., 2016 4

5. Zipcar Car Sharing
Copyright Kemsley Design Ltd., 2016 5
 Mobile device GPS
 Vehicle telemetry
 Rental agent disintermediation
 Bundled services business
model
 Social media content analytics
for proactive customer service

6. Foodora Restaurant Delivery
 Co-branded core competency
replacing partners’ capability
 Mobile device GPS
 Mobile payment
 Realtime delivery status
monitoring
Copyright Kemsley Design Ltd., 2016 6

7. How Will Your Business Be Digitally
Transformed?
 Customer enablement
 Channel disintermediation
 Intelligent content
 Automated processes and decisions
 Transform, or be disrupted!
Copyright Kemsley Design Ltd., 2016 7

8. Rethinking Business Improvement
Copyright Kemsley Design Ltd., 2016 8

9. Why Incremental Improvement Isn’t
Enough
 Traditional metrics are still necessary:
 Efficiency
 Speed
 Compliance
…but you may just be doing the wrong thing better
Copyright Kemsley Design Ltd., 2016 9

10. 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
Copyright Kemsley Design Ltd., 2016 10

11. 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
Copyright Kemsley Design Ltd., 2016 11

12. 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
Copyright Kemsley Design Ltd., 2016 12

13. The Role of Intelligent Content
Capture in Digital Transformation
Copyright Kemsley Design Ltd., 2016 13

14. Old-School Loan Origination
Copyright Kemsley Design Ltd., 2016 14
Capture Decide Pay
Application
Proof of
Employment
Auto-adjudicate

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
Copyright Kemsley Design Ltd., 2016 15

16. Loan Origination With Intelligent
Capture
Copyright Kemsley Design Ltd., 2016 16
Application
Proof of
Employment
Intelligent Capture Auto-adjudicate
Exception Handling

17. Speed and Automation
Copyright Kemsley Design Ltd., 2016 17
 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
Copyright Kemsley Design Ltd., 2016 18

19. Rich Informational Context
 Creates 360° view of customer
 Generate automated recommendations for
upselling
 Full customer context for knowledge workers
resolving problems
Copyright Kemsley Design Ltd., 2016 19

20. Next Steps to Intelligent Capture and
Digital Transformation
Copyright Kemsley Design Ltd., 2016 20

21. 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
Copyright Kemsley Design Ltd., 2016 21

22. 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
Copyright Kemsley Design Ltd., 2016 22

23. 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
Copyright Kemsley Design Ltd., 2016 23

24. Be Prepared to Disrupt the Status
Quo
Link customers directly to processes
Automate decisions and recommendations
Realign team structures
Copyright Kemsley Design Ltd., 2016 24

25. Thank You!
Sandy Kemsley
sandy@kemsleydesign.com
www.column2.com
@skemsley
Copyright Kemsley Design Ltd., 2016 25

26. Copyright © AIIM | All rights reserved.26
#AIIM
The Global Community of Information Professionals
Upcoming events in Toronto

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#AIIM
The Global Community of Information Professionals
AIIM First Canadian Chapter
Breakfast 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.

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#AIIM
The Global Community of Information Professionals
AIIM Certificates in Toronto
March 28 - 31 Electronic Records Management
http://www.aiim.org/Education-Section/Public-Classes/2017-March-ERMM-Toronto
May 15 - 18 Enterprise Content Management
http://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)