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10/26/2016
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The Future of Information Management
Atle Skjekkeland, Chief Evangelist, AIIMAtle Skjekkeland, CIP
SVP, AIIM
@skjekkeland
The Future of Information
Management4 Ways to Change the Game
www.aiim.org
10/26/2016
2
• Our History…
• Disrupter #1: Cloud & Mobile
• Disrupter #2: Consumerization
• Disrupter #3: Internet of Things
• Need for Digital Transformation
• Opportunity #1: Engagement
• Opportunity #2: Automation
• Opportunity #3: Insights
• Opportunity #4: Control
• Critical Success Factors
Agenda
Image source = http://www.customercentricthinking.com
The same as EierlegendeWollMilchSau…?
Information Management
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• The Japanese eat very little fat and suffer fewer heart attacks than the
British or the Americans.
• On the other hand, the French eat a lot of fat and also suffer fewer heart
attacks than the British or the Americans.
• The Japanese drink very little red wine and suffer fewer heart attacks than
the British or the Americans.
• The Italians drink excessive amounts of red wine and also suffer fewer
heart attacks than the British or the Americans.
• Conclusion: Eat and drink whatever you like. It's speaking English that kills
you.
Disclaimer
Era
Years
Typical Typical
thing
managed
Best Best
known
company
Content Content
mgmt
focus
MainframeMainframe
1960-1975
A batch
transaction
IBM
Microfilm
MiniMini
1975-1992
A dept
process
Digital
Equipment
Image
Mgmt
PCPC
1992-2001
A
document
Microsoft
Document
Mgmt
InternetInternet
2001-2009
A web
page
Content
Mgmt
Cloud, Mobile, Consumerization, Internet of Things
Cloud, Mobile, Consumerization, Internet of Things
2010-2015
An
interaction
Digital
Business
Systems of Record
Systems of Engagement
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Disrupter #1 - Cloud & Mobile
IT Doesn’t Matter?
“The arrival of the Internet has accelerated the
commoditization of IT by providing a perfect delivery
channel for generic applications. More and more,
companies will fulfill their IT requirements simply by
purchasing fee-based “Web services” from third
parties—similar to the way they currently buy
electric power or telecommunications services” –
Nicholas Carr, HBR.org
Image: Vemork Power Station
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Mobile
Everywhere
Apple iPhone 7: 2.33 GHz CPU
Apollo Guidance Computer: 2 MHz
Image source: http://en.gtwallpaper.com/apollo-13.html
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Always On
Source:
Global Web
Index
2012-2015
Always Connected
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2013 1878
#AIIM13
New Interfaces
2016 1873
New Behavior
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For the Enterprise
• Only 22% have mobile access to
ECM content.
• 21% have mobile capture.
• 20% content creation and
commenting.
• 13% have process interaction
on mobile.
There is an App for that
Disrupter #2 - Consumerization
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The
Appification
of the IT
Industry
“Significant” or “very
significant” business problem:
• High Cost of Ownership – 91%
• Difficult Upgrades – 87%
• Poor Cross-Functional Processes – 86%
• What the Apps Deliver Doesn’t Match
Business Requirements – 80%
• Inflexibility Limits Process Change – 75%
The Impact on Enterprise IT
Source: Forrester survey among business execs
0%
20%
40%
60%
80%
100%
2000 2014 2020
Business Control of
Tech Spending
Source: Gartner
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Disrupter #3 – Internet of Things
Everything is (Soon) Connected
GPS, iBeacons and ZigBee wireless radios.
Say goodbye to…
� Keys
� Wallet
� Keycards
� Credit cards
� Remote controls
� ID cards
� Baby monitors
� Navigation systems
� Watches
� Remote controls
� And many more…
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“Companies
rarely die from
moving too
fast, and they
frequently die
from moving
too slowly.”
- Reed
Hastings, CEO,
Netflix
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Rethinking Our Approach
EVERY organization has to progress through a “wilderness
moment” according to H. James Dallas, COO of Medtronics.
A wilderness moment is…
“When you know what you’re
doing is NOT the right thing
AND you don’t know what the
right thing to do is yet”
A wilderness moment is…
“When you know what you’re
doing is NOT the right thing
AND you don’t know what the
right thing to do is yet”
Opportunity #1: Engagement
Before
Image from the movie Taxi Driver
Now
Images from Uber
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Source: http://blogs.forrester.com/julie_ask/14-05-
30-winning_in_your_customers_mobile_moments
• 46% of cell owners used their phone while
inside a store to call a friend or family
member for advice about a purchase they
were considering.
• 28% of cell owners used their phone while
inside a store to look up reviews of a
product to help decide if they should
purchase it or not.
• 27% of cell owners used their phone while
inside a store to look up the price of a
product to see if they could get a better
price elsewhere.
http://pewinternet.org/Reports/2013/in-store-mobile-commerce.aspx
From Brick to Click
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Source:
Barclays Bank PLC
https://goo.gl/PgB5Vz
From
Click to
Brick
Problem-Solving Moments
Image source: http://imgur.com/koXmjTO
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Source: http://www.gallup.com/strategicconsulting/161459/engagement-work-effect-performance-continues-tough-economic-times.aspx
• Connect people, information, and knowledge to deliver and foster employee
engagement and innovation
• Employee engagement affects customer service by 10%, productivity by 21%, and
profitability by 22%. (source: Gallup)
Improve Employee Engagement
Support New Ways of Working
• 45% of young
professionals would
accept a lower paying job
with more flexibility rather
than a higher-paying job
with less.
• 30% of young
professionals feel that the
ability to work remotely
with a flexible schedule is
a "right.”Image source: http://www.flickr.com/photos/globalx/4864001692/
Source: Cisco
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These guys are retiring These are the new
workers
These are making the
purchasing decisions
GenerationFacebook
Generation
Source: John Newton, Alfresco
Demographics is Destiny
The End of Email?
N=253
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Email (e.g Outlook)
Enterprise social software (e.g. Yammer)
File Sharing Apps (e.g. DropBox, Box)
Commenting in office apps (e.g. MS Word or
Google Docs)
Team site collaboration (e.g. SharePoint or
other ECM)
Instant messager (e.g. Skype, Lync)
What would you consider your TWO (2) most important office productivity
tools for INTERNAL collaboration?
5 years ago
Select for now
5 years into the future
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Opportunity #2: Automate
Image source: “Office Space” movie, 1999
Get Rid of Paper
N=325,
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68% believe
business-at-the-
speed-of-paper
will be
“unacceptable
in just a few
years’ time”
46% consider that the biggest single productivity improvement for most of
their business processes is to remove the paper
Get Rid of Paper
Sample: Paper Costs in Finance
More than
$11
More than
$21
More than
$60 Median Mean
Invoice in Accounts
Payable
78% 65% 21% US$
21 - $30
US$
31 - $40
Invoice in Accounts
Receivable
79% 61% 22% US
$21 - $30
US$
21 - $30
PO in Procurement
& Purchasing
82% 66% 22% US$
31 - $40
US$
31 - $40
Contract in Vendor
Management
84% 71% 24% US$
31 - $40
US$
31 - $40
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Automate Processes
• “Without big data
analytics, companies are
blind and deaf, wandering
out onto the web like deer
on a freeway.” - Geoffrey
Moore, author and
consultant.
Opportunity #3: Insights
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Personalize Information
"Big Data will spell
the death of customer
segmentation and
force the marketer to
understand each
customer as an
individual within 18
months or risk being
left in the dust” --
Ginni Rometty, CEO,
IBM
Image source: Scandit.com
Leverage
Internet of
Things
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Gather Insights
Source: blipsystems.com41
42
• UPS experience big
savings from
attention to detail
– 1 mile is worth
$50M
– 1 minute is worth
$14.6M
– 1 minute of idle
time is worth
$515K
Transform Processes
Previous Route
ORION Route
Source: Divya Sachdev, Head of SCS IT, UPS Europe
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Change Behavior
Source: Daniel Barchi, CIO at Yale
Opportunity #4: Control
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Identify Value of Information
Source: https://www.cgoc.com/resources/information-lifecycle-governance-leader-reference-guide
2%
25%5%
68%
Rethink Openness vs Control
“Deciding where to let go is a key element in managing overall risk. You need to decide what are actually corporate assets, and push processes to make sure they live in a specific place. There are not enough people to manage the volume. Make sure you get that foundational layer right.”
- Michael Coleman, SVP & CIO at ComporiumCommunications
10/26/2016
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Automate Compliance
US Dept of the
Interior
• 800M+ emails
a year
• 2.5M records
a day
• 5,500+ FOIA
cases a year
• 200+ ongoing
litigation cases
Image source: AIIM ERM Practitioner training course
Embrace BYOD
Salesforce Wave and
Salesforce1 apps for
Apple Watch
"Why create a technology environment that will just drive to average
[business] performance? To empower employees to do it their way is a huge
deal. It's an inevitable reality. As I see it, there's a bigger risk associated with
not doing that.” -- Mark Dajani, CIO at Kraft Foods
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Source = McKinsey Quarterly, The rise of the networked enterprise
Bring Your Own App?
Slack.com
Critical Success Factors
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Open Up for Innovation
Be Agile
Traditional way:
New way:
Source: Gov.uk
10/26/2016
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Case study:
Wintershall – a subsidiary of BASF
• Wintershall wanted to fast-track the
move from oil and gas exploration to
production in Norway
• Acquired an old oil rig BRAGE for approx.
1bn Euro
• Gave themselves 12 months to get it live
• This included rolling out 125 IT
applications including SAP
Rethink Your Approach
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Their approach:
• Implement first, optimize later
• Leverage out-of-the box solutions
• Deadline and risk oriented
• Get the enterprise architecture right to get the full picture
• Plan on how to cut through bureaucracy
• Utilize an information management approach, not information
technology
• Identify early ownerships of processes, information, data, and
solutions
• Give the consultants some amount of structured autonomy
• Focus on best practices and standardsSource: Sigbjorn Pedersen, Wintershall
Rethink Your Approach
New IT: Old IT:
Keep IT Simple & Smart
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Make It Scalable
Source:
North Bridge
Venture
Partners
Software Hardware Staff
Source: Joseph P. Larizza, Chief Administrative Officer, Fieldpoint Private
Improve Business Agility
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Learn and Improve
Atle Skjekkeland
Senior Vice President
AIIM
Thank you