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Systems of Engagement

Systems of Engagement. Redesigning Interactions In a Digital World. Kofax Transform 2013. Agenda. Decades of Digital Innovation Systems of Record Systems of Engagement An Era of Digital Interaction Complex issues, complicated processes High volume of transactions

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Systems of Engagement

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  1. Systems of Engagement Redesigning Interactions In a Digital World Kofax Transform 2013

  2. Agenda • Decades of Digital Innovation • Systems of Record • Systems of Engagement • An Era of Digital Interaction • Complex issues, complicated processes • High volume of transactions • Automating Digital Interaction: A Smart Approach • Operational Excellence + Customer Intimacy • Core vs. Context: A Stairway to Heaven • Achieving Escape Velocity • Managing the Change • Critical Success Factors

  3. Digital Innovation in the 20th CenturyReengineering Processes in the Enterprise • 1980s: Reengineering Office Work • Personal Computing & Office Automation • Documents, email, presentations, spreadsheets • 1990s: Reengineering Value Chains • Client-server ERP & the Internet • Outsourcing, globalization, business networks

  4. Digital Innovation in the 20th CenturyGlobal Deployment of Systems of Record • Transaction systems for global commerce . . . • Financials, Order Processing, Inventory, HR, CRM, Supply Chain . • Mainframes, minis, client-server, PC, Internet-enabled, SaaS • Optimized for data processing • Databases are the foundations of digital commerce • Accuracy, integrity, uniformity, reliability, security • Enabled outsourcing & globalization • Massive increases in global productivity • Most effective foreign aid program ever This is what Enterprise IT means to most people It is largely a completed task

  5. Digital Innovation in the 21st CenturyReengineering Human Experience • 2000s: Digital Consumption • Search, broadband, mobile, social • The era of digital transactions • Media, entertainment, advertising, commerce • 2010s: Digital Engagement • Marketing, Customer Service, Account Management • The era of digital interactions • Business, government, health care, education

  6. Digital InteractionsCropping Up Everywhere--& Massively So! Warranty Reimbursement Returned Merchandise Auto Lending & Leasing M&A Transactions Investment Management Customer Onboarding Promo Funds Management Contract Negotiations Insurance Claims Student Loans How are you going to keepahead of this tsunami? Home Remodeling Inspection Reports Case Work Home Refinancing Patient Registration Health Care Advisories Market Research

  7. Digital InteractionSystems of Engagement Meet Systems of Record • Not an easy marriage • Systems of Record • All about data integrity and process compliance • Security is paramount • User has to learn and obey • Systems of Engagement • All about the user experience • Friction-free usage is paramount • System has to learn and adapt • Historically this has been an OR • Now it has to be an AND

  8. Enabling Digital InteractionsTwo Centers of Value Creation • Operational Excellence • Goal is efficiency • The process is context, not core • Challenge is accuracy • Automate as much as possible • Customer Intimacy • Goal is effectiveness • The process is core, not context • Challenge is complexity • Engage as deeply as possible

  9. Core & ContextReengineering Processes for a Digital World Context Non-differentiating work that must be done Core Differentiated work that creates appreciation Mission Critical Failure is not an option Handle Tough Issues Well Ensure Compliance Operational Excellence Enabling OK to fail, learn, & improve Explore the Possibilities Eliminate Busy Work Customer Intimacy

  10. Stairway to HeavenEmbracing the Challenge of Digital Interaction Game Changer Explore possibilities: Analytics Competitive Advantage Handle tough issues well: Collaboration Productivity Winner Ensure compliance: Smart BPM No Regrets Move Eliminate busy work: Digital Capture Partners: Use this as a diagnostic in sales calls Customers: Use this as a framework for investing

  11. Where to Start?Three Proven Approaches • Visionary • Go ahead of the herd for competitive advantage • Target opportunities at the top of the stairway • Drive change from the top down • Pragmatist • Go with the herd to reduce risk • Target opportunities in the middle of the stairway • Manage change around specific use cases & bellwether teams • Conservative • Go after the herd to reduce cost • Target opportunities at the bottom of the stairway • Manage change around vendor-led training sessions No right answer—your call

  12. Last Question: Why is This So Hard?The Escape Velocity Challenge • “Free your company’s future from the pull of the past” • Inertia is deeply powerful • Until the tipping point is passed, no achievement is secure • Critical Success Factors • Target achievements worth fighting for • Secure executive sponsorship for the first initiative • Get first one to the tipping point before starting any others • Repeat for each new stair-step you take on Call to Action!

  13. gmoore@geoffreyamoore.comtwitter.com/geoffreyamoore

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