digital transformation kofax - ranajit
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Digital Transformation Management
Malaysia, 31st March 2016
Ranajit Chatterjee
+6012 225 0308
Ranajit.Chatterjee@Kofax.com
© 2015 Lexmark International, Inc. All rights reserved.
“Bank of America Added 3 Million Mobile Customers and Dropped 300 Branches This Year”
2
Quoted from 2013 Goldman Sachs Financial Services Conference in New York
Where are Mobile and Digital Channels Today?
© 2015 Lexmark International, Inc. All rights reserved.
How do Millennials define their Identity?
� How can we provide our service on a mobile application?
� How do we drive an engaging social presence?
� How do we increase our likes on Facebook?
� How can we have better communication with our customers?
� How can we promote our brand?
� How can we talk about our new innovations?
We should, but how do we…
© 2015 Lexmark International, Inc. All rights reserved.
But…
© 2015 Lexmark International, Inc. All rights reserved.
Digital Transformation
© 2015 Lexmark International, Inc. All rights reserved.
6
Customer Experience
Business Model
Operational Processes
DIGITAL TRANSFORMATION
The Challenges and Reasons…
© 2015 Lexmark International, Inc. All rights reserved.
A recent study by analysts predicts that only 30% of digital transformations will succeed in their journey. Highlights that becoming a digital enterprise is not an easy journey.
Source: Study, 140 banking decision-makers in North America, Europe, and Asia Pacific
� After switching to digital, customers want more services.
� Significantly increased the number of overall interactions – Cannot handle
� First Contact resolution – Info Not available.
� Increased Customer touch points
Increasing Demands
© 2015 Lexmark International, Inc. All rights reserved.
© 2015 Lexmark International, Inc. All rights reserved.
Where do we start? Step 1
© 2015 Lexmark International, Inc. All rights reserved.
The Real Process
© 2015 Lexmark International, Inc. All rights reserved.
Understanding what to Fix?
© 2015 Lexmark International, Inc. All rights reserved.
Step 2
© 2015 Lexmark International, Inc. All rights reserved.
Front End to Back End -Link /Integrate
Not Replace legacy –The value lies there
Data Integration Capabilities
© 2015 Lexmark International, Inc. All rights reserved.
Top 5 Must Have Capabilities of Data Integration
Automate User Interactionswith websites and web applications
Deliver Data in any format to many destinations
Scalability & Reliabilityregardless of project size & complexity
Prepare & Transformstructured & unstructured web data
Coverage & Integrationof all data sources
Step 3
© 2015 Lexmark International, Inc. All rights reserved.
Understand Process - what to fix and improve
Process Intelligence – End to End
© 2015 Lexmark International, Inc. All rights reserved.
Drilling into Operational Process
© 2015 Lexmark International, Inc. All rights reserved.
DTM of a line of Business Process
© 2015 Lexmark International, Inc. All rights reserved.
Includes Process
Intelligence and
Operational Visibility
Digitizes at the Point of
Origin
Digitalizes the Entire
Process – Including the
secure e-Signing
Manages Documents Into
and Out of Key
Applications , Processes
Supports Flexible, Multi-
Channel, Closed-Loop
Customer Interaction
Exploits Information
Integration and Robotic
Process Automation
Our Capabilities
© 2015 Lexmark International, Inc. All rights reserved.
Multichannel
Capture
Analytics
(Insight)
Mobile
Capture
Platform
Robotic Process
Automation
(Kapow)
E-Signature
(SignDoc)
Customer
Communications
(Aia)
Smart
Process Applications
Mobile
Frameworks
Thank You
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