Post on 16-Apr-2017
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
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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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Lemonade Insurance
AI chatbot customer interface
Mobile video/photo capture
Broker disintermediation
Automated decisions and
processes
Social impact business model
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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
Foodora Restaurant Delivery
Co-branded core competency
replacing partners’ capability
Mobile device GPS
Mobile payment
Realtime delivery status
monitoring
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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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Rethinking Business Improvement
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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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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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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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The Role of Intelligent Content
Capture in Digital Transformation
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Old-School Loan Origination
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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
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Loan Origination With Intelligent
Capture
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Application
Proof of
Employment
Intelligent Capture Auto-adjudicate/Auto-pay
Exception Handling
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
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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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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Digital Transformation Challenges
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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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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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Overcoming Resistance to Change
False dependency on paper
Trusting recognition and automation
Trusting customers
Fear of change and job loss
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Next Steps to Intelligent Capture and
Digital Transformation
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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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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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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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Be Prepared to Disrupt the Status Quo
Link customers directly to processes
Automate decisions and recommendations
Realign team structures
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Thank You!
Sandy Kemsley
sandy@kemsleydesign.com
www.column2.com
@skemsley
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