trends in digitalisering, document- en...

Trends in Digitalisering, Document-

en Contentmanagement

Michael Ziegler, Managing Director, DocVille

Seminar Het Digitale Kantoor

17/12/2013

Copyright DocvVille 2013

Enabling Conversations that Matter

Internationally-focused networking community

For Information Management (IM) executives

Network Exchange

Collaborate Expand

The DocVille Concept


DocVille Community Meetings

Regular community meetings

Moderated and themed roundtable discussions

Insight into market trends, threats and opportunities

Foster better international business collaboration and market insights

Look at: www.docville.net

Online Groupe on: DocVille LinkedIn community

Email me: [email protected]


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Global Economic Growth

In 2016: 80% of the global exchange of goods and labor growth will come from emerging economies

In 2016: China's contribution to the world economy will surpass the USA, Japan and the EU

% GDP-CAGR 2012 2013 2014

Europe -0,3 0,1 1,4

US 2,2 1,9 2,6

Japan 2 1,4 1,6


Our Challenge

Invest fund and implement IT solutions and services to become more competitive and survive

Tight budgets - What’s the return on new IT spending?

Choose the right solution vendor that understands my market & provides skilled resources


Changing Information Management Solutions

During the next few years IM-solutions will include Mobile apps BPM & DCM (Dynamic Case management) Advanced analytics Tighter integration with enterprise production

platforms Available in the cloud & on premise Different pricing models

Expected areas of growth

On-demand solutions Multi-Channel Engagement solutions


Multi-Channel Engagement to support changing Customer Attitudes

Customers have lost patience with slow organizations.

Before engaging with an organization, we already researched on the internet on products, services, illness, offers…

When engaging , customers are already prepared and expect from the organization: to transact quickly, touchless processing, instant gratification,

staff to be knowledgeable about previous interactions,

to be able to make immediate decisions customised to urgent needs.

Demand for an architecture of engagement that allows customers to participate in every process they need or want to, anytime, anyplace & via any channel


Content

• Forums • Other • Invoices • Contracts • CVs • Claims • Receipts

• SMS • Metadata +GPS • Video • Audio rec

• Social interaction • Feeds • Forums • News

Multiple channels

• Capture • Recognise • Classify • Extract • Validate Analysis • IDR

• Semantic Content Understanding

• Sentiment Analysis • Advanced Analytics • Predictive Analytics

Enterprise IT processing

BPM ERP CRM ECM/SP LOB Apps Databases RM

Recipients

• Customer service • HR • Logistics • Finance • IT • Legal • Marketing

Straight-through & touchless processing

Quick – Feedback & Acknowledgement – Response & Confirmation

Customers Suppliers Staff & Partners

Positive experience

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Multichannel Engagement –Changing Platforms

!


Unstructured Big Data (incl.Transactions + Interactions + Observations)

Petabytes

Terabytes

Gigabytes

Megabytes

Increasing Data Variety, Complexity & Unstructuredness

ERP

Payment record

Purchase record

Purchase detail

Customer Touches

LOB

Segmentation

Offer details

Support Contacts

Affiliate Networks

Behavioral Targeting

E-Business

Web logs

Dynamic Funnels

Offer history

A/B testing

Search Marketing

Dynamic Pricing

User Generated Content

HD Video, Audio, Images

Spatial & GPS Coordinates User Click Stream

Product/Service Logs

Social Interactions

& Feeds

Business Data Feeds

Mobile Web

SMS/MMS

Sentiment

BIG DATA Speech to Text

Sensors/RFID/Devices

External Demographics


Big Data Challenge and Opportunity

According to estimates, the volume of business data worldwide across all companies doubles every year.

Poor data can cost businesses 20%-35% of their operating revenue.

Big Data is a top business priority and drives enormous opportunity for business improvement.

Big Data market: 30-60% of CAGR reaching US$30-50B in 2016


Job Market (Gartner)

By 2015, 4.4 million IT jobs will be created globally to support big data (1.3 million IT jobs in EMEA)

only 31% of the IT jobs will be filled in Western Europe

Jobs across all businesses to analyze data and information

Shortage of big data technology skills will fuel demand for cloud-based big data products & technology

Skills in

advanced and predictive analytics, in big data automation

New database techniques, such as Hadoop, map-reduce

textual analysis or video/audio recognition

Big Data Challenge and Opportunity


Information Governance (IG) in the Era of Big Data

IG Policies to ensure corporate information is secure and easily located

Attitude of data hoarding - storage is cheap - churn through information more quickly with technology.

BI makes sense of structured data BUT will not work in the broader information world that includes unstructured content

Need to analyze information automatically to judge its business value.

AIIM: 45% plan to increase their RM spend over the next 2 years for automated classification, enterprise search and email management


Classification & Analysis Technologies deployed include:

IDR, Natural Language Processing, neutral networks, pattern recognition, sentiment analysis, data mining…

Natural-Language Processing (NLP):

To identify and Extract meta data, names, facts, relationships, sentiment, and other information

In documents, blogs, forums, news, customer conversations, social network discussions, e-mails and a range of enterprise sources

Typical apps : document classification, automated response management, customer service center & support, e-discovery, brand-reputation management, market research, competitive intelligence, classification for taxonomy

Natural language user interfaces to ease the interaction with the IT system (e.g. at the point of engagement)

!


Examples about Big Data Usage

Airplane Maintenance at Boeing Maintenance workers write reports after repairs Reports and mentioned part numbers get indexed Analytics reveal which parts in other planes may be defective

Medical Diagnosis at the University Hospital Berlin Doctors write medical reports after every diagnosis Diagnosis and mentionned symptoms get indexed Comparison with similar cases for optimal treatment

Intelligence Service Combining data from social media, CCTV cameras, phone calls and texts To track down criminals and predict the next terrorist attack.

Politicians- Election Campaigns Using social media analytics To determine where they have to campaign the hardest to win the next

election. Companies - Forecasting

Using sentiment analysis of Facebook and Twitter posts Determine and predict sales volume and brand equity Copyright DocvVille 2013

Automation of Content-Driven Processes

Capture vendors are gravitating towards BPM specialists

Acquisitions, cooperations or building it themselves

To automate document & content driven processes

Producing quick ROI, improve processes and better customer service

Different Names Used Scan to Process- Digital Mailroom (DMR)

Content Enabled Workflow Capture Enabled BPM Copyright DocvVille 2013

AIIM Study: Most popular processes for scanning


DMR Challenges

Many early DMR projects failed

Very long sales cycles demanding large resources

Very complex for both vendor and user

Projects usually have a deep and complex impact at an enterprise level

Many organisational hurdles and issues (fragmented responsibilities)

Immature technologies and hard to show a clear ROI Copyright DocvVille 2013

Scan to Process- Opportunities

Change management needed process by process

Reduction in the paper-based volume and increase in other types of electronic content

Huge gap in new media for data classification and extraction from social media, SMS, tweets, blogs…

Integration into enterprise systems: an issue & an opportunity (e.g. AP processing moving to P2P-E-invoicing)

!


DMR, Cloud & NLP

TCO for mailroom applications still high but decreasing

Semantic analytics expected to decrease the complexity of implementation regarding classification and extraction

Break through into SMB’s to be expected as TCO is decreasing

Increasing demand through Cloud, distributed & on-demand capture (watch out for BPO offerings)


Outsourcing

Innovative DPO players are trying to make their offering as vertical/horizontal as possible, where more automation should pave the way for higher margins

Difficult Transformation: Invoice Processing , Mail Room, Claims Processing, Mortgage Loan processing…

Building up the right skills & having the right technology in critical vertical and horizontal business processes

Sell high value business critical Annuity Services and Applications (day forward scanning, active file management, services in the cloud…)

Leverage Cloud-, Distributed-& On-Demand-Capture A number of large international deals: building new

partnerships with BPOs in other countries


Incorporating Analytics into BPM

Integrating real-time analytics to make business processes more "intelligent” and trigger the best possible next steps.

Performance analytics, e.g. processes can automatically re-prioritize work queues to ensure that the best customers are receiving the best service.

Social media analytics,e.g. processes involved in marketing and 1-1 selling can improve their recommendations and targeting. Sentiment analysis and trend analysis can guide automated

marketing processes toward hot products

Signals from sensor tagged equipment to automatically decide which spare parts or services to order which field engineer to schedule

Let computers make decisions that are structured and repeatable in predictable rules-based processses to conserve people's time and attention for the thinking and actions that computers can not do. Copyright DocvVille 2013

Dynamic Case Management (DCM) to manage the Unpredictable

Need to support more unstructured, unpredictable &

flexible processes in a world of multichannel engagement

Based upon human judgment and interaction between experts, the customers and the organization

Allows knowledge workers to be flexible in defining the right "next step and best action" in the process

Decide who should be involved in performing the next activities.

Allows customers to participate effectively in every process they need or want to, anytime, anyplace.


Billions of Internet users access through a non-PC mobile device

European mobile app market growing at a CAGR of 33.6%

84% of organisations have a remote workforce (mobile and distributed)

Mobile workforce in EMEA to grow to about 250 Mio by 2016

Companies under pressure to offer remote working provisions - become as self-sufficient and efficient as possible + be closer to the customer

Leading to a complete change of architecture. Traditional software providers need to rewrite their applications for these tablet-based environments + BYOD Security strategy

Mobile Apps & Mobile Workforce


Mobile Use Cases

Remote repository access to documents (DMS)

Participation in process approvals and exception handling (worklow)

Remote Image Capture : mobile capture with mobile doc scanners, smartphones & tablets Will boost capture-cloud services

Initiating a business process with a picture scan

Capturing Meta Data: when, where and by whom the capture was done


(Source: DICOM White Paper “Mobile Document Capture: Gaining a Competitive Edge”)


Pervasiveness of MS SharePoint


Very large ecosystem

SharePoint to further penetrate the SMB space (hard for other infrastructure vendors)

Many 3rd-party software vendors are building extensions

System integrators are generating big business around deployments and customisations

Focus of SharePoint 2013

better search, improved linkage to email and social tools (micro blogging, news feeds …and other social features thanks to Yammer)

Enhanced records management functions and improved mobile capabilities

full membership of the 365 cloud services

Implementing SharePoint


Many deployments struggling to achieve their original intentions.

Low user acceptance and upgrade problems

Users expected more native functionality in SharePoint 2013:

Administration, backup and recovery, workflow, replication, mobile support, records management and broad usability,

Concerns about the details of Yammer's integration.

Consider your needs in these areas

Compare and contrast the offerings from best-of-breed products or integrations with SharePoint 2013

External advice and training are even more important for these later versions than they were for the earlier

SharePoint in the Cloud


Proposition sounds attractive

Fully integrated with Lync and Exchange 365, and more widely available outside the firewall

Be aware of limitations

Porting custom applications and integrating with other on-premise systems.

Being locked into the Microsoft upgrade schedule and be compromised on customization compatibility.

Mostly implemented

As a hybrid cloud and more likely on a private cloud platform rather than using SharePoint 365.

Source: IDC 2012 – Quantative Estimates of Demand for Cloud Computing in Europe Copyright DocvVille 2013

Cloudy Concerns

Security concerns: Cross border hosting remains cultural & emotional within Europe

Stricter regulatory environment in Europe requires data architectures that assure European customers

Snowden revelations will cost U.S. cloud providers a 20% reduction in revenues, or $35 billion in 2013

For U.S. providers of cloud and software-as-a-service offerings, will need to develop EU-based operations

Performance, architecture & scalability issues

Switching to the PAYG model can be painful from a cash flow perspective Copyright DocvVille 2013

Drivers for Cloud Adoption

Cloud-based document service platforms are driving a high adoption of cloud solutions

Example: Google Docs, Office Drop, Evernote or Dropbox Usage rate to grow from millions to billions

More and more companies are deploying cloud solutions for their mobile workforce & SMBs

Solutions to be offered in hybrid models (on premise and in the cloud) to fulfill customer demands and for maximising the chance to win projects

ECM, BPM & Capture in the Cloud No software install, upgrade or IT staff needed Users are up and operational in seconds Truly easy-to-deploy and reducing TCO Attractive pricing models


Changing Software Licensing & Delivery Models

Traditional model of charging a one-time license fee and an annual maintenance fee is under pressure

Contraints within IT budgets Judge software by its ability to contribute value to

the organisation Reducing the willingness to pay for large upfront

license fees for software

Increased focus on ROI for software solutions Ability to obtain software very cheaply (open

source) or as service in the Cloud (SaaS)


Changing software Licensing & Delivery Models

Alternative pricing and delivery models are becoming more appealing to customers

Up‐front-Periodic –SaaS-OpenSource- Hybrid ?? Cost/Click/User/Document or fixed license or mix?? Outcome-Based Billing (paid to agreed service results)

Concerns of solution providers Understanding of different pricing models, but no knowledge

about consequences for their company fear of the impact on revenue and cash flow when changing to

different licensing business models

Building a hybrid business modell where products are offered in both models for some period of time

Solution providers need to react, adopt and improve


The Capture-ECM-BPM markets continue to grow

The increase of electronic documents, the mobility, the social media and the rapid growth of unstructured Big Data will create a high demand to capture , classify and process this unstructured BIG CONTENT

New IM Platforms & solutions are evolving that respond to the needs

Multi-channel input & output & Content in multi-formats

Point-of engagement, mobile & on-demand

Big data analysis, processing & understanding

Automating the large number of content driven processes

Key Take-Away’s


Content

• Forums • Other • Invoices • Contracts • CVs • Claims • Receipts

• SMS • Metadata +GPS • Video • Audio rec

• Social interaction • Feeds • Forums • News

Multiple channels

• Capture • Recognise • Classify • Extract • Validate Analysis • IDR

• Semantic content Understanding

• Sentiment Analysis •Advanced Analytics • Predictive Analytics

Enterprise IT processing

BPM ERP CRM ECM/SP LOB Apps Databases RM

Recipients

• Customer service • HR • Logistics • Finance • IT • Legal • Marketing

Straight-forward processing

Quick – Feedback & Acknowledgement – Response & Confirmation

Customers Suppliers Staff & Partners

Positive experience

Sem

i-st

ruct

ure

d

Stru

ctu

red

U

n s

t r

u c

t u

r e

d

!


Multichannel Engagement –Changing Platforms

Key Take-Away’s

Allowing BPOs to offer high value business critical annuity services and applications

Allowing VARs and SIs to offer and implement new vertical solutions with highest growth potential to be expected in transportation, insurance, banking and securities.

Advanced Analytics, NLC & BPM technologies help to build solutions that address these challenges and to

reduce the complexity of it’s implementation


SharePoint, often viewed as an information "Swiss Army knife," has a strong place in many enterprise environments. Microsoft continues to invest in its ECM capabilities with cloud, onpremises and hybrid deployments.

Alternative delivery and pricing models are becoming more appealing mostly driven by mobility, cloud and hybrid modells.

Key Take-Away’s


Thank you for your attention

[email protected]

www.docville.net


mailto:[email protected]

mailto:[email protected]

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