the human element in digital
TRANSCRIPT
![Page 1: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/1.jpg)
THE HUMAN ELEMENTIN DIGITAL
![Page 2: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/2.jpg)
Digital isuponus!it’s the new normal.
![Page 3: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/3.jpg)
Digital is in everything we do today.In how we transact, in how we entertain, in how we unwind,in how the next generation ‘thinks’!
![Page 4: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/4.jpg)
Shopping…
![Page 5: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/5.jpg)
Hanging out…
![Page 6: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/6.jpg)
Finding your way…
![Page 7: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/7.jpg)
Managing health…
![Page 8: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/8.jpg)
Managing finances…
![Page 9: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/9.jpg)
Serving customers…
![Page 10: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/10.jpg)
Communicating…
![Page 11: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/11.jpg)
Digital is in everything we do
![Page 12: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/12.jpg)
And it’s nice!
![Page 13: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/13.jpg)
Until…
![Page 14: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/14.jpg)
Systems are all we see…
![Page 15: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/15.jpg)
Coworkers are workflow…
![Page 16: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/16.jpg)
Audience are profiles…
![Page 17: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/17.jpg)
People are
Yes, a resource!
![Page 18: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/18.jpg)
Contact stops at arm’s length…
![Page 19: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/19.jpg)
…And, context is lost!
![Page 20: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/20.jpg)
When processes and systems are built to complete a transaction…
![Page 21: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/21.jpg)
Can I talk to a human! Do you even know me?
it’s blind digital…and, deaf!
![Page 22: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/22.jpg)
Delight Your Customers
Be Faster than The Fastest
Make your Business Infinite
IMPERATIVES OF DIGITAL BUSINESS Lest we forget…
![Page 23: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/23.jpg)
Delight Your Customers
IMPERATIVE 1 OF A DIGITAL BUSINESS Exceeding customer expectations is now expected. Every interaction with the customer must be designed and mapped to ensure the right message at the right time.
And, Customers are people, beyond rationality - with their own psychological and emotional drivers and motivations.
![Page 24: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/24.jpg)
#Customer#User#Audience#Target segment#Prospect#Reference#Member
I’m not an ID, not a transaction!
![Page 25: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/25.jpg)
#KnowThyCustomer
- Name- Filed documents- Relevant details- Business relationship- Past transactions- Open complaint(s)- Past feedbacks- Recent events
Know your customers before reaching out to them! Understand them when they reach out to you!
![Page 26: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/26.jpg)
IMPERATIVE 2 OF A DIGITAL BUSINESS Respond to any change with agility. Whether it stems from the market, competition, or even a single interaction with a customer.
And, this agility goes beyond automation and speed. It’s the ability to change and respond in context, with smartness that comes with People.
Be Faster than The Fastest
![Page 27: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/27.jpg)
Automation ≠ Digital
Automation can work in preset
models
Digital means fast & smart response
to situations
![Page 28: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/28.jpg)
You need Smart Processes!Ability to orchestrate in response to emerging situations, without having to go to drawing board.Respond to people v/s acting on robotic process.
![Page 29: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/29.jpg)
You need Empowered Workers!Ability to make smart decisions in response to emerging situations, and alter the course of action as needed.Power to people v/s Rigid preset models.
![Page 30: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/30.jpg)
You need Superior Context!Ability to see faces & situations, and ability to access relevant content, to do what’s needed quickly.Context for people v/s inaccessible information.
![Page 31: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/31.jpg)
IMPERATIVE 3 OF A DIGITAL BUSINESS An infinite workplace is where everyone works, wherever they are with easy and real time access, to whatever their work demands.
And, an infinite business goes beyond enterprise resources, encompassing business ecosystem - enabling people including employees, suppliers, partners & customers to participate.
Make your Business Infinite
![Page 32: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/32.jpg)
Mobility can get you access.
Your enterprise needs to connect with people.
Your processes need to connect beyond internal resources, enable people to collaborate - to connect with people inside and out, with systems inside and out, and with things.
Digital is all about Connect!
![Page 33: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/33.jpg)
Touch interface is only an enabler.
Your enterprise needs to reach out and touch.
Your processes need to evolve and involve. Make them infinite.
Your processes need to touch customers and partners as people, enabling them to work with your people and systems toward common goal.
Digital is all about Touch points!
![Page 34: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/34.jpg)
Delight Your Customers
Be Faster than The Fastest
Make your Business Infinite
People make a business DIGITAL.HUMAN ELEMENT IS CORE TO DIGITAL.
LET PROCESSES INVOLVE & EVOLVE.
![Page 35: The Human Element in Digital](https://reader035.vdocument.in/reader035/viewer/2022081605/587ff4ad1a28ab3a1e8b4c6f/html5/thumbnails/35.jpg)
THE HUMAN ELEMENTIN DIGITAL
About NewgenNewgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM) and Case Management, with a global footprint of 1300+ installations in more than 61 countries with large, mission-critical solutions deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2013. Newgen has been assessed at CMMi Level3.
Write to us:USA & CANADA: [email protected]: [email protected]: [email protected]: [email protected]
For sales enquiry, dial:USA & CANADA: +1 (202) 800 7783INDIA: +91 11 40773769APAC: +65 3157 6189EMEA: +44 (0) 2036 514805, +973-1-619-8002 www.newgensoft.com