forecasting digital innovation
TRANSCRIPT
Forecasting Digital InnovationConference CentreExpo Milano 2015
Simple Answers for Today’s ComplexBusiness Problems
A Xerox Corporate OverviewJune 2015
The more progress the world makes…
the more complicated the world becomes
We’ve been providing simpleanswers for complex business problems like yours for more than 60 years.
Xerox is here to help
We are the world’s largest enterprise for business process and document management.
• Presence in 180 countries
• 140,000 employees worldwide
• Annual revenue over $19 billion, more than 50% from services
• Named to Fortune Magazine’s list of World’s Most Admired Companies
Today, Xerox is so much more
Healthcare
Finance & Accounting
Human Resource Services
Customer Care
Transportation
Managed Print Services
We’re helping customers in areas that you might not expect
485 millionhealthcare claims processed annually
$421 billionin global accounts payable processed for our
customers
14 millioncustomer employee and retiree benefits managed
by us
2.5 millionglobal customer care interactions handled daily
1.6 billionelectronic tolls collected annually
Up to 30% reductionin document-related costs
And, we’re delivering business results that create bottom-line impact
*Together with Fuji Xerox
Driving New Innovations Through R&D
• Over $1.3 billion invested* in R&D each year
• Research centers in the US, Canada, Europe and India
• More than 10,000 active US patents
• Our world-renowned Palo Alto Research Center (PARC) creates new innovations for Xerox as well as organizations in other industries as a wholly owned subsidiary
How can we help you?
Thank you!
©2015 Xerox Corporation. All rights reserved. Xerox® and Xerox Design® are trademarks of Xerox Corporation in the United States and/or other countries.
Xerox Innovation & Analytics
James DuckenfieldChief Innovation OfficerXerox Consulting & Analytics
12th June 2015
PARCPalo Alto, California, USA
Fuji Xerox Research, Japan
Xerox Research Centre IndiaBangalore, IndiaPARC East
New York, USA
Xerox Research Centre of Canada
Xerox Research Centre Europe, France
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Co-innovating with clients & partners globally
Xerox Global R&D
Xerox Services Processes a lot of Big Data
Broad and deep analytics competency across all our industries and capabilities
Incentive and scale to tackle the larger problems
Complete focus on using analytics to help clients transform their business
$421BCustomer accounts Payable processed
>10Million employee & retiree benefits managed
370Thousand desktops supported globally
>40BGlobal transportation fares collected annually
>1,5Million multifunction devices on MPS platform
100%Of the top 20 Managed healthcare plans are clients
1900+US Hospitals served by our analytics solutions
1.6 Million customer care interactions handled daily
>900Million health insurance claims processed annually
Analytics: A Key Element in Our Services Strategy
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Selected Analytics Examples (by Industry)
Transportation
• Dynamic pricing for parking (LA ExpressPark)
• Mobility Analytics Platform for public transit and parking
Healthcare Xerox Technology
• Juvo care platform for hospitals
• Document Analytics
• CompleteView
• Lean document production
• Optimised print and workflow processes
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Selected Analytics Examples (by Topic)
• Social media analytics• Advanced text analytics
(e.g., finance filings)• Machine translation and
cross-lingual tools
• Pre-paid card payments • Medicaid MIS, recovery
services, pharmacy payments
• Xerox Agent Performance Indicator
• Print Awareness Tool
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Unstructured Data Fraud, Waste, Abuse Gamification
Xerox Intelligence
• Machine Permanent• Advanced image/video/doc processing
• ViewPoint/OmniX/CategoriX/ TutorSpace• Xerox ClearSight Automated Intelligence
• Transitional• Virtual Agent
• Agent IQ/ Mind Meld/ Natural Language Processing/Understanding
• Smart Cities• CitySight
• Predictive, Prescriptive, Fraud analytics
• Machine Resistant• Agile Workplace
• Sensors, in-building geolocation, contextual intelligence, adaptive collaboration
• Empath• Liveboard, XAPI – distributed workforce
management & Motivation
Empath is an innovative analytic solution that drives improved customer insights, risk mitigation, and business performance through customer data
• Increase value of customer data via powerful actionable insights
• Reduce risk via accurate and timely trend detection
• Smart routing of customer communications, based on topic and sentiment, to different business units or specific individuals
• Automated tools to increase efficiency and effectiveness of engagement
• Better customer experience and improved brand management
• Business opportunity identification
Customer engagement and sentiment accuracy up to 200% greater than current generation tools
• Multi-channel insights to customer opinions and experience.
• Monitor Twitter, Facebook, RSS feeds, YouTube, blogs, forums and more.
• Managed Service - combining the proper tools, processes and personnel to deliver world-class and proven insight and customer care solutions.
• Event detection for emerging trends and risk assessment.
• Workflow and process tools help manage and respond to customers (e.g., data capture, queue management, engagement history, supervisor review).
Empath
Features Benefits
Virtual Agent continually learns about customers to ensure that every interaction is better than the last. It detects how human agents diagnose customer problems and offer solutions and it learns from this experience.
• Fast, accurate and scalable service
• Reduces call volumes
• Improves customer satisfaction
• Generates a positive brand perception
• Supports client’s omni-channel care strategy
• Helps client improve ROI on an existing call deflection program
• Learns to understand and solve problems• Provides detailed analytics for customer behavior, problems and solution • Identifies and reacts to new problems as they emerge• Integrates with existing self-service portals and existing customer data• Flexible user interface, easy to align with brand• Chat style interface for customers’ interactions• Bespoke tone and manner to suit the brand’s identityMobile-optimized interface that scales to any device• Multiple locales available
Improves the accuracy of digital self-care and makes every customer experience better than the last.
Virtual Agent
Features Benefits
April 15, 202322
The First Machine Age: We augmented our muscles
1910 1960 2000
April 15, 202323
The Second Machine Age: Augmenting cognitive power
1960 1990 >
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Client Expectations
• Too hard to find the answer• No help for my problem• Too impersonal• Expect an immediate response
The Fall-back Paradox
Call Volume
Failed Self-Service Trans-actions
Other
20% The % of call volume driven by failed self-service transactions
April 15, 202325
The Cost of Failure
None 1 2 3+
11 11
-8
-35
38% 37%29%
18%24%
39%
50%
64%
Number of support interactions in 6-month period
NPS CSAT Switch Risk
After 2 or more support interactions in a 6-month period, CSAT and NPS deteriorate rapidly while the risk of churn increases significantly.
Virtual Agent
• Drawing on decades of research into machine learning and natural language understanding, WDS Virtual Agent continually learns from the interactions that pass through it to ensure that every customer experience is better than the last.
• Provides immediate solutions to customer queries at any time, from any place, on any device.
• Deflects expensive contact center traffic to low-cost, self-service channels.
• Captures and delivers customer insights in real time across channels.
Self Learning • Provides the most accurate and up to date solutions to customer queries
Cross channel implementation
• A single solution can be deployed across contact center and self-service
• Expertise from the contact center is shared directly with self service customers
Clarifying questions• Understands the true nature of the customer’s query,
instead of guessing• Validates the customer’s query before offering a
solution
User context• Customer specific information is used to provide
more personalized and ultimately accurate experience
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Key Differentiating Capabilities
Automated Intelligence is a robotic technology that can be programmed like a macro.
• Fast, accurate and scalable service
• Programmatic external systems allowing operational changes without system changes
• Simple programming of sophisticated workflows and logic paths
• Complex navigation of legacy systems
• Data entry is often manual and prone to errors
• Data is often rekeyed from one system to another
• Systems integration is complex and costly with high risk and failure rate
• Performance management is difficult Improves the accuracy and speed compared
to human operatives
ClearSight™ Automated Intelligence
Challenge Solution
XEROX Confidential29
How Could it be Integrated
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Conclusion
• Xerox has transformed• We are leveraging our significant investment in
R&D to do so• Analytics and automation is changing our business• How can we help improve yours?