The shift from ECM to "Content Services" has been a tipping point, driven by growing customer demand for easily consumable services to connect content to digital business initiatives. What's next in 2018 with IIM is the growth of platforms to accelerate digital reinvention? Follow along with these webinar slide and learn about a new digital business automation platform that combines Content Management, Workflow, Business Rules, Robotic Process Automation, and Artificial Intelligence into cloud-based, low-code tools for rapid application design and deployment. Want to follow along with the webinar replay? Download it here for free: http://info.aiim.org/the-1-2-punch-for-digital-business

1. Underwritten by: Presented by:
#AIIMYour Digital Transformation Begins with
Intelligent Information Management
The 1-2 Punch for Digital Business:
Converging Your Content and Processes
Presented March 14, 2018
The 1-2 Punch for Digital Business:
Converging Your Content and Processes
An AIIM Webinar presented March 14, 2018

2. Underwritten by: Presented by:
Rob Koplowitz
VP & Principal Analyst
Forrester
David Jenness
ECM Messaging Lead
IBM
Host: Theresa Resek, CIP
Director
AIIM
Today’s Speakers

3. Underwritten by: Presented by:
Rob Koplowitz
VP & Principal Analyst
Forrester
Introducing our Featured Speaker

4. © 2017 FORRESTER. REPRODUCTION PROHIBITED.

5. 5© 2017 FORRESTER. REPRODUCTION PROHIBITED.
The goals for process are changing
“The power of a digital transformation strategy lies in its scope
and objectives. Less digitally mature organizations tend to focus
on individual technologies and have strategies that are decidedly
operational in focus. Digital strategies in the most mature
organizations are developed with an eye on transforming the
business.”

6. 6© 2017 FORRESTER. REPRODUCTION PROHIBITED.

7. 7© 2017 FORRESTER. REPRODUCTION PROHIBITED.
We’re on a journey

8. 8© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Cost reduction becomes less of a driver

9. 9© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Digital transformation rises to the top (by a lot!)

10. 10© 2017 FORRESTER. REPRODUCTION PROHIBITED.
How do you plan to change or expand use of these process improvement methodologies
in the next 24 months?
0% 1%
15%
57%
27%
0%
10%
20%
30%
40%
50%
60%
Decrease
significantly
Decrease No plans Increase Increase
significantly
Customer journey mapping
Customer journey mapping
Base: 356 business and technology decision makers
Source: Forrester’s Q2 Digital Process Automation Survey

11. 11© 2017 FORRESTER. REPRODUCTION PROHIBITED.
How do you plan to change or expand use of these process improvement methodologies
in the next 24 months?
0% 2%
17%
56%
26%
0%
10%
20%
30%
40%
50%
60%
Decrease
significantly
Decrease No plans Increase Increase
significantly
Design thinking
Design thinking
Base: 356 business and technology decision makers
Source: Forrester’s Q2 Digital Process Automation Survey

12. 12© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Three characteristics of digital process automation
It’s fast It delights users It’s innovative
Digital Transformation

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Digital transformation requires going deep and wide

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Guess who knows your business and your customers?
Your own people
› They are the ones that:
• Struggle to serve customers
• See and understand information
and process roadblocks
• Know when manual processes
get in the way (because it’s
clogging up their inboxes)
• And on and on…

15. 15© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Constrained capacity is killing us
Highly Controlled
IT Applications
Consistent BT
Applications
Business Driven
Applications
App Dev Capacity Lack of Capacity
Lack of Deep Business Knowledge
”The Game of Telephone”

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In the U.S. alone, we’ll need more
than 500,000 new developers during
the next decade

17. 17© 2017 FORRESTER. REPRODUCTION PROHIBITED.
But wait, there is a solution
Highly Controlled
IT Applications
Consistent BT
Applications
Business Driven
Applications
App Dev Capacity Low Code and Repeatable
Approach Holds Promise To
Fill The Gap

18. © 2015 Forrester Research, Inc. Reproduction Prohibited 18
It needs to provide a solid foundation
› It must integrate with systems of record
› It must handle complex changing processes
› It must ensure governance and compliance
› It must be secure, private
› It must provide a consistent approach that leverages
skills and investments
› And the list goes on…

19. 19© 2017 FORRESTER. REPRODUCTION PROHIBITED.
A glimpse at the future

20. 20© 2017 FORRESTER. REPRODUCTION PROHIBITED.
Use low code/ no code to drive Digital Transformation
› Recognize that the people that best know your business are your
business people
› Release the iron grip and embrace the business as development
partners
› Make the development process predictable and repeatable
› Build a support organization to make that successful

21. FORRESTER.COM
Thank you
© 2016 FORRESTER. REPRODUCTION PROHIBITED.
Rob Koplowitz
rkoplowitz@forrester.com
@rkoplowitz

22. Underwritten by: Presented by:
David Jenness
ECM Messaging Lead
IBM
Introducing our Speaker

23. Human
Resources
Customer
Care
Sales & Marketing
Legal
Finance
Logistics
Technology
& Product
Development
Onboarding
Contact center
Customer service
Partners
Channels
CRM systems
Marketing automation
Customer analytics
Partners
Agencies
eCommerce
ERP systems
IoT systems
Asset management systems
Supply chain systems
Processing centers
Underwriting / Loan systems
Contracts management
Accounts Payable
Accounts Receivable
Shareholders
Advisors
Lenders
Law firms
Compliance systems
Investigators
Discovery
Recruiters
Partners
Contractors
HRM systems
Platforms
Cloud & Mobile
APIs
Security
Partners
© IBM Corporation 2017
Traditional Business Boundaries

24. Human
Resources
Customer
Care
Sales & Marketing
Legal
Finance
Logistics
Technology
& Product
Development
© IBM Corporation 2017
The Digital Business blurs boundaries
Digital Business
Applications

25. Collaborative and
Connected Teams
Collaborative
and Integrated
Business
Processes
Connected
Information
Repositories
Integrated
Communications
and Messaging
Integrated
Marketing, Sales
and Service
Integrated
Technologies
and
Infrastructure
The Digital Business reorganizes
around the customer
© IBM Corporation 2017

26. Customer journeys do not respect software categories
BPM
ECM
Rules
Decision
Management
Robotic
Process
Automation
AI/ Cognitive
Governance

27. Partnership to add Robotic Process Automation
“Automation Anywhere is the current market share leader.”
- Forrester Research

28. BPMCase
Management
Decisions
Content
Platforms
Enterprise
Content
Management
Digital
Process
Automation
Capture
The Convergence of ECM and Process
Digital
Business
Automation
Platform
Robotic Process
Automation

29. IBM Digital
Business
Automation
Platform
Decisions
Data Capture
Modeling
Analytics
Unified User Experience
On-cloud | Hybrid | On-premises
• Enable direct business participation
• Increase employee productivity
• Make operations more intelligent
Workflow DecisionsContentTasks
Operational Intelligence | Machine Learning | Governance
Client & partner
applications
Client & partner
applications …

30. 30IBM Cloud © 2018 IBM Corporation
“The number of people in knowledge
work jobs has more than doubled,
and there are no signs of that trend
slowing. This strongly suggests that
even though technology is
eliminating some jobs, it’s creating
even more in different fields. In fact,
knowledge work occupations have
been adding more jobs than any
other year since the 1980s —about
1.9 million per year.”
- Wall Street Journal, 2016

31. 31
The Digital Business has created a New Job Title
IBM Cloud © 2018 IBM Corporation
The Wired Worker
• Increasingly decentralized
• Technologically demanding
• Wants automation for boring,
repetitive work
• Needs immediate access to
relevant content and data
• Wants Insight and Next Best
Action from AI

32. European Tax Department:
Improved Citizen Response
Using the IBM Digital Business
Automation platform to quickly resolve
4.5 million tax disputes a year

33. Dutch Tax Dispute Processing
Straight Through Processing
Process Worker
Knowledge Worker
Collaboration
STP - BPM
BPM
Case Manager
MS Office 365
DecisionsCapture
Logistic Workflow Processing of Objections and Appeals
Content repository Content
Foundation

34. Results
Productivity:
BEFORE: 10,000
employees to support
the process
AFTER: 2,700
employees to support
the process
Capacity:
BEFORE: 100s of
documents per year –
Manual processes
created a bottleneck
AFTER: 2 Million
documents per year
Benefits:
• Process and files are integrated
• Complete audit trail available at conclusion
• Improved real-time management information
• Improved BI afterwards
• Improved file documentation
• Customer can digitally file his objection
Logistical Workflow Processing process map

35. Transportation Agency:
Safer roads by aggregating
content and data with
analytics
IBM Case Manager
Watson Explorer
SPSS
For predictive analytics
Cognos
for reporting and
visualization
Integrates Datasets for:
• accident information
• repair data
• customer surveys
• automobile
complaints
• social media

36. Blueprint Genetics:
Faster response of
test results to patients IBM Case Manager
for work management
and regulatory
compliance
BigInsights
BigInsights on Cloud
mitigated complexity
issues of patient data
Winner 2017
WfMC Global Case
Excellence Awards

37. IBM Case Manager
for work management
and customer care
Spar Nord Bank:
Accelerated Account Opening
Winner 2014
WfMC Global Case
Excellence Awards

38. IBM Case Manager
for work management
Conqord Oil:
Mobile Case Manager for plant safety
IBM Datacap
for document
capture
IBM Case Manager Mobile
for access to content
anywhere

39. IBM Case Manager
for work management
and regulatory
compliance
StateDepartmentofHumanServices
ImprovedServiceQualityforCitizens
IBM Datacap
for document
capture
Winner 2015
WfMC Global Case
Excellence Awards

40. 40
IBM Case Manager
for work management
and regulatory
compliance
PowerSouth Energy Cooperative:
Case Manager and Datacap for
Operational Excellence
IBM Datacap
for document
capture
Winner 2017
WfMC Global Case
Excellence Awards

41. Learn how to
Power Your Digital Business with Automation
Forrester Whitepaper:
Process Excellence in the Digital Age of the Customer

43. Underwritten by: Presented by:
#AIIMYour Digital Transformation Begins with
Intelligent Information ManagementYour Digital Transformation begins with
Intelligent Information Management