the art and science of digital

TheARTand

SCIENCEDIGITALof

SCIENCE

What’s common among these…?

Yes, they’re all paintings. Art.

but…?

of…? by…?

Plato

Aristotle Copernicus

Leonardo da vinci

Galileo

Picasso

Newton

Einstein

Plato

Aristotle Copernicus

Leonardo da vinci

Galileo

Picasso

Newton

Einsteina·vant-garde /ˌaväntˈgärd/

noun

1. people introducing new, or experimental ideas, especially in the arts

2. the advance group in any field

synonyms: innovative, progressive, revolutionary, pioneer, trailblazer

They’re pioneers, revolutionaries, technologists, visionaries,

Avant-Garde.

They carried the world enterprise forward >>>

Speaking of enterprise… The Enterprise Starship -> Who led it?

Captain Kirk

Strategic Instinctive

Holistic Humane

Visionary Relationship Guy

Mr. Spock

Rational Logical Scientific Thinker Objective Go-to Guy

The two sides of The Enterprise starship Command

Captain Kirk

Strategic Instinctive

Holistic Humane

Visionary Relationship Guy

Mr. Spock

Rational Logical Scientific Thinker Objective Go-to Guy

Like two sides of brain

Like Artand Science

Like Artand Science

Yoda and R2D2

What’s all this got to do with YOU?

or your Enterprise?

or Digital?

The Digital Imperative is upon YOU.

Image Credit: emka74 / shutterstock.com

Like Yoda said DO OR DO NOT. THERE IS NO TRY.

Plato

Aristotle Copernicus

Leonardo da vinci

Galileo

Picasso

Newton

Einsteina·vant-garde /ˌaväntˈgärd/

noun

1. people introducing new, or experimental ideas, especially in the arts

2. the advance group in any field

synonyms: innovative, progressive, revolutionary, pioneer, trailblazer

Digital is not Mobility, Internet, Social, or just Tech.

It’s about being ahead of time.

Avant-Garde.

What was Digital yesterday…

is NOT Digital today…

What is Digital today…

Won’t be Digital tomorrow…

It’s not about Form. It’s about The Essence.

Mobility v/s Experience

What’s The Essence of Digital?

Customer Experience and Contextual Customer Engagement.

Delight Your Customers.1

Be Faster Than The Fastest2

Business Agility and Operational Responsiveness

3Anytime Anywhere Business Ecosystem

Make Your Business Infinite

But, Path to Digital…is not straightforward.

You Need Guiding Principles

1. Delightful Customer Experience is about Process Experience.

2. Delightful Customer Experience comes from Contextual Engagement

3. Customer Experience is not orthogonal to Operational Efficiency.

4. Value Chain is out! Value Web is in!

What do

YOU need to do?

The Artand Science

…have to com

e togeth

er

CREATE VALUE WEB

You need to find ways to “Connect” all the dots of your Value Web.

CREATE VALUE WEB

Platformize!

Create the “platforms that cohesively work internally and externally to enable an orchestrated connect for delivering digital enterprise”.

Platformize!

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1Build Contextual and Flexible Process Platform

★ Automate Your Workflows

★ Use BPM and Case Management

★ Integrate Content into Process with ECM

★ Use Business Rules Management

★ Leverage Mobility, digitization, and imaging for customer context

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2Engrain Mobility and Social in Your Process Apps.

★ Leverage Digital Sensing

★ Leverage Omni-channel and Cross-channel Mobility

★ Orchestrate processes centrally

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3Deliver Process Experience

★ Break Process Silos

★ Provide Straight-through Processing

★ Leverage Robotic Process Automation

★ Use Context through integrated Content

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4Elevate Orchestration

★ Define Process Architecture and leverage Process frameworks

★ Automate complete Lifecycle of Processes

★ Measure and Optimize on business metrics

★ Orchestrate resources internal as well as external

★ Touch Customers with Mobility and Digital Sensing

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5Practice Platform governance

★ Separate Process Implementation and Platform Engineering

★ Leverage Automation for Processes

★ Govern with process models, SOA and seamless integration for Speed

★ Consider Mobility as extension of business processes

★ Use BPM as backbone for Robotic Process Automation

The Artand Science

All that has to come together

and Connect!

MEET Sarah. A Millenial.

PHARMACIST

LIKES TO

HAVE TIME

FOR HERSELF

DIGITALLY SAVVY

HAS PLANS FOR FUTURE

SHE NEEDS HOME LOAN She Contacts You Online.

SHE DOES WHAT SHE DOES BEST.

HUNTS LOANS ONLINE, COMPARES,

CHECKS WITH FRIENDS & FAMILY

AFTER ALL…

SHE ALREADY HOLDS AN

ACCOUNT WITH YOUR BANK

SHE EXPECTS A CAKEWALK.

BUT, NOTHING HAPPENS…

NOTHING HAPPENS FOR A DAY.

SHE IS ROUTED AROUND.

SHE IS REQUESTED TO SUBMIT DOCUMENTS AT THE BRANCH

HER PATIENCE WEARS THIN!

SHE WAITS, LOOKS AROUND FOR OPTIONS, MAKES CALLS.

SHE SWITCHES.

30 MINS…

WHAT SHOULD TAKE

TAKES DAYS!!

NAME, AGAIN?BTW, WHAT WAS HER

TO REMEMBER HER!SARAH, EXPECTS YOU

YES. RETAIL MORTGAGE LOAN IN 30 MINS.

AND, DID WE JUST SAY 30 MINS!?

PIECES OF THE PUZZLE

LIE UNDER THE HOOD

SHE GOES TO THE YOUR WEBSITE, DROPS A CASUAL QUERY ON YOUR FACEBOOK

PAGE.

SARAH EXPLORES. DROPS HINTS ON FACEBOOK.

1. DIGITAL SENSING! Tap Customer Sentiment

! Context Analysis

! Automated contextual Response

Hello Sarah! Thanks for being an awesome customer. We have customized offers for you. Your personalized Link:

Explore now!

Send Message

2. PROACTIVE ENGAGEMENT! Lending Process Kick-off.

! Customized Offers.

! Customer Data Integration.

Hello Sarah! Options for you based on your account history.

Select one or Talk to us!

3. LOAN INITIATION! Straight-through Processing

! Document Capture

! Image-assisted Data Entry

SARAH COMPLETES THE APPLICATION ON MOBILE

4. CREDIT AND ELIGIBILITY CHECK! Straight-through Processing

! Automated Business Rules

! Web-services based Integration

5. DOCUMENT VERIFICATION! Integrated DMS for Fast Retrieval

! Automated Doctype Detection

! Image Processing & Enhancements

SARAH RECEIVES REAL-TIME STATUS.

6. LOAN PROCESSING! STP / Automated Loan Booking

! Auto-generation of Loan Documents

! Automated Business Rules & Policies

SARAH RECEIVES CONFIRMATION & WELCOME DOCKET.

IN 30 MINS!

7. LOAN DISBURSEMENT! STP / Auto Credit & Funds Clearance

! Robotic Process Automation

! End-to-end Process Orchestration

SARAH RECEIVES FUNDS IN THE ACCOUNT.

…IT WAS ALWAYS

SO SIMPLE!

IF ONLY…

IN REAL WORLD, MURPHY STRIKES…

…OFTEN.

SARAH INITIATES APPLICATION ON TABLET

But, She gets distracted…

! CROSS-CHANNEL

! Sign-up without documentation

! Omni-Channel Loan Application Initiation

! Cross-Channel Loan Application & Servicing

Sarah initiates on tablet, fills out details on laptop, completes it on mobile.

Multi Channel. Multi Form. Multi Mode.

Digital = The Power of device

CIRCLE OF ENGAGEMENT

SARAH HAS A GOOD CREDIT SCORE. BUT, HER PROPERTY IS NOT REGISTERED.

! CASE MANAGEMENT! Case Folder

! Knowledge Worker Participation

! Ad-hoc Exception Handling

SARAH IS CONSULTED THROUGH THE PROCESS.

LEGACY STRIKES. SILOS OF SYSTEMS NOT READY FOR INTEGRATION.

THEN

! ROBOTIC PROCESS AUTOMATION! Automated scripts for Routine Tasks

! Automated Data entry

! Assisted Task Execution

ROBOTIC PROCESS AUTOMATION MOVES THE PROCESS ALONG.

SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.

SARAH, THEN, IS MORE THAN A CUSTOMER.

SHE IS YOUR ADVOCATE!

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Partner with Newgen!We help companies across geographies in their digital journey through our solutions in Business Process Management, Enterprise Content Management, Case Management, and Customer Communication Management.

The

ARTandSCIENCE

DIGITALSCIENCE

of