Slides from a recent webinar on making your front office all-digital. Check out the YouTube video for the audio at the end of the slides or direct at http://www.youtube.com/avokatech.
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
The High Performance Digital Front Office
1. The High Performance Digital Front Office
Rod Hodgman
Jeff Kalicki
Mar. 12, 2013
1 Copyright 2010 Avoka Technologies..
2. An Amazing Five Years
EXAMPLE 2008 2013
Devices Desktop/Laptops Tablets and Smartphones
User Interfaces Keyboard/Mouse Touch, Voice, Gesture
Operating Systems Windows iOS and Android
Connectivity Occasional Always Connected
Interactive Forms XFA PDF HTML5
Transactions Analog Digital
2 Copyright 2010 Avoka Technologies..
3. Changing Expectations and Behaviors
Growth in Mobile and e-Commerce is Creating a “New Normal”
Customers Increasingly Expect
To be able to do anything/everything online
That every interaction is available as an
engaging digital experience
That all digital experiences are optimized for
the device in use
3 Copyright 2010 Avoka Technologies..
4. Mobile Becomes the Face of Engagement
It took 22 years for the first 2 billion people to connect to the Internet
The next 2 billion users will be online in the next five years
Mobile Internet Users > Desktop Internet Users
Shipments of Tablets and Smartphones >1B (Gartner)
4 Copyright 2010 Avoka Technologies..
5. Mobile Users are Demanding
Harris Interactive Survey of Mobile Users
47% expect the mobile experience to be better than call-
center or branch office visits
43% who experience a problem will abandon the transaction
78% who experience problems share those experiences
with others
5 Copyright 2010 Avoka Technologies..
6. e-Commerce Defines the Transaction Experience
e-Commerce Estimated to Reach $1T in 2013
Source: Goldman Sachs
In fact e-Commerce hit $1T in 2012
Just as with mobile the growth in e-Commerce is a fundamental transition
to a new level of simplicity, ease-of-use, and above all, convenience
6 Copyright 2010 Avoka Technologies..
7. Mobile and e-Commerce
Impact form the growth of Mobile and e-Commerce
7 Copyright 2010 Avoka Technologies..
8. The Customer Journey
Transactions are the “Moment of Truth”
DISCOVER TRANSACT MANAGE
Search, Paper Forms
Web Content
Advertising Management eCommerce Call-Center CRM CCM
& Social Branch Office
Transactions are the lifeblood of every organization
8 Copyright 2010 Avoka Technologies..
9. Online Transactions are Mostly Analog
A There are two types of transactions – Digital and Analog
DISCOVER TRANSACT MANAGE
Search, Web Content
Paper Forms
Advertising Management eCommerce Call-Center CRM CCM
& Social Branch Office
Digital Analog
PDF forms, call center interactions, branch office visits, or
applications that don’t offer an optimized device experience
9 Copyright 2010 Avoka Technologies..
10. The Experience Everyone Wants
Online, Device Aware Experience
DISCOVER TRANSACT MANAGE
Search, Web Content
Paper Forms
Advertising Management eCommerce Call-Center CRM CCM
& Social Branch Office
Customer Analytics
10 Copyright 2010 Avoka Technologies..
11. The Experience Everyone Gets
Online User/Mobile Experience Analog
DISCOVER TRANSACT MANAGE
Search, Paper Forms
Advertising
Web Content
Management eCommerce Call-Center CRM CCM
& Social Branch Office
Customer Analytics None
11 Copyright 2010 Avoka Technologies..
12. The Digital Front Office
No longer can customer-facing business transactions
rely solely on “analog transactions”
X
Digital Front Office
Industry analysts are using the terms “Digital Edge” and the “Digital Front-Office”
to describe the transformation to an all-digital experience.
12 Copyright 2010 Avoka Technologies..
13. Two Business Drivers for Digital Front Office
Improving Competitive or Market Position
Improving Operating Performance
13 Copyright 2010 Avoka Technologies..
14. UK Government Transactions
http://transactionsexplorer.cabinetoffice.gov.uk/
Average Cost/Transaction $33
14 Copyright 2010 Avoka Technologies..
15. Cost of UK Government Analog Transactions
15 Copyright 2010 Avoka Technologies..
17. Most Transactions are Analog for a Good Reason
17 Copyright 2010 Avoka Technologies..
18. Avoka Transact
INDIVIDUAL ORGANIZATION
Online Self-Service
Transaction Experience
Management Platform CRM
Customers
Citizens
Partners BPM
Quickly give your customers and
mobile teams the ability to do
business online using any device.
Mobile Staff
ERP
Mobile Sales and Service
18 Copyright 2010 Avoka Technologies..
19. Demonstration
Powering your Digital Front Office
19 Copyright 2010 Avoka Technologies..
Hinweis der Redaktion
The growth in Mobile use and e-Commerce are forcingorganizations to provide an “all-digital” experience that allows their customers to do anything and everything online, using the device of their choice.No longer will customer-facing business transactions be able to solely rely on non-digital actives such as call center interactions, branch office visits, PDF forms, or poorly crafted applications that don’t offer an optimized experience for every device.
Let me introduce you to Avoka Transact – a sophisticated, enterprise class Transaction Experience Management Platform!The value proposition is Avoka Transact delivers unmatched time-to-value for organizations by managing & optimizing high-stakes transactions with customers, citizens, partners and mobile staff. It enables organizations to attract and retain more customers, sell more products and services, reduce abandonment rates and improve the quality of the information that flows into your business systems.It supports two important “business” solutions.The Online Self-Service solution empowers business teams to create, deploy and manage custom data capture applications that enables their customers to transact onlineThe Mobile Sales & Service solution enables organisations to create, deploy and manage custom mobile data capture applications on a variety of devices