ABBYY Technology Summit keynote

transcript

ABBYY TechnologySummit2016

ABBYY NAHQ, 2016

Sandy Kemsley

Kemsley Design Ltd.

Sandy Kemsley ● www.column2.com ● @skemsley

Intelligent Capture and

Digital Transformation

ABBYY Technology Summit

San Diego, November 2016

The Digital Transformation Vision

Copyright Kemsley Design Ltd., 2016 3

What is Digital Transformation?

Radical business change, enabled by digital

platforms

New business models

New markets

New competencies

Innovation, not incremental

Lemonade Insurance

AI chatbot customer interface

Mobile video/photo capture

Broker disintermediation

Automated decisions and

processes

Social impact business model

Zipcar Car Sharing

Mobile device GPS

Vehicle telemetry

Rental agent disintermediation

Bundled services business

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

How Will Your Business Be Digitally

Transformed?

Customer enablement

Channel disintermediation

Intelligent content

Automated processes and decisions

Transform, or be disrupted!

Rethinking Business Improvement

Why Incremental Improvement Isn’t

Enough

Traditional metrics are still necessary:

Efficiency

Compliance

…but you may just be doing the wrong thing better

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

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

The Role of Intelligent Content

Capture in Digital Transformation

Old-School Loan Origination

Capture Decide Pay

Application

Proof of

Employment

Auto-adjudicate/Auto-pay

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

Loan Origination With Intelligent

Capture

Application

Proof of

Employment

Intelligent Capture Auto-adjudicate/Auto-pay

Exception Handling

Speed and Automation

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

Rich Informational Context

Creates 360° view of customer

Generate automated recommendations for upselling

Full customer context for knowledge workers

resolving problems

Digital Transformation Challenges

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

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

Overcoming Resistance to Change

False dependency on paper

Trusting recognition and automation

Trusting customers

Fear of change and job loss

Next Steps to Intelligent Capture and

Digital Transformation

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

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

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

Be Prepared to Disrupt the Status Quo

Link customers directly to processes

Automate decisions and recommendations

Realign team structures

Thank You!

Sandy Kemsley

sandy@kemsleydesign.com

www.column2.com

@skemsley