Inspired Customer Communication Fremtidens dokument GMC Software Technology Henrik Nørby GMC Partner Management November 26, 2014
B2C Enterprise Communications i dag +20 technologically different Channels Social is fairly new, Native tablet apps. as well Dynamic Comms Is a new channel Alternative Channels: ATM In-store Display House visit Call center Video Conference Viral Video Chat 1 conversation use different combinations by different sales/support channels Mobile first is now the dominating mind set in enterprise IT / LoB
Older IT & Multi Channel Communications
Stiger antallet af dokumenter? 30.000.000 Documents generated by a 1000 empl. company per year 25.000.000 20.000.000 15.000.000 10.000.000 Contractual Promotional Payment CCM Notifications Internal Business 5.000.000-1800 1900 1950 1980 1990 2000 2010 2020 2030
IT understøtter processer 120% 100% Processes at a 1000 empl. Organization, internal and external 80% 60% Doc processes % App, non-doc processes % Non-IT, non-doc processes % 40% 20% 0% 1800 1900 1950 1980 1990 2000 2010 2020 2030
Hvad er et dokument?
Attributter for et dokument: ingen facit Data presenteret grafisk for mennesker Layout, grafik og tekst formattering betyder noget for forståelsen af meddelelsen. Jeg sagde ikke han gjorde det Statisk information Papir, elektronisk eller begge dele Kan kopieres og videreformidles
Hvad er en kommunikationskanal?
Hvad har jeg sat ind eller hævet? Bank hovedbog Bankbøger til alle Kontoudtog Web Browser Bank Mobil eller tablet app
Hvad er en formular?
Hvad er en Signatur?
Hvorfor er det vigtigt for dig? Customer Communications Management (CCM) is a term highlighted by research companies such as Gartner Group, Forrester Research, InfoTrends, and Madison Advisors to define a convergent set of Information Technology solutions that together provide organisations with the ability to advance the way that they communicate with their customers. Advocates of Customer Communications Management and its definition include Gartner Group, Forrester Research, and Madison Advisors. Initial Customer Communications Management concepts were focused upon the utilisation of company transactional documents. These documents such as bank statements, statement of account, invoices and other customer transactional documents were viewed as ideal media to promote company products to customers. Source: Wikipedia 2014
Hvad sker der lige for CCM? 1990 Dokument, papir Optimer dokument proces = flere dokumenter 2000 - Web Site, papir + bytes Komplimenter dokument proces = endnu flere dokumenter 2010 App, bytes Afskaf dokument proces = potentielt langt færre dokumenter 2020 App, bytes Konsolideret internet of things, hvad med dokumenter?
Hvorfor er dokumenter der så stadig? Træghed før ændringer - legacy Lovgivning, incl. våde signaturer Visse kundesegmenter har ingen mobiltelefon eller computer Heterogen mobilteknologi på 500 nye devices per år Look & Feel - ios, Android, Windows Phone, Blackberry Tech support HTML - Mozilla, Safari, Opera, Chrome Responsive design - Forskellige skærmstørrelser Begrænsninger i eksisterende IT infrastruktur Statisk indhold i kommunikation kan stadig være attraktivt Aftaler med signaturer generelt (hvad skrev jeg egentlig under på?) Forsikringspolice, Lånebetingelser Behov for struktureret container Eksamensbevis, tilbud, ordrebekræftelse - er mine (modtagerens)!!! En sammenhængende historie f.eks denne præsentation.
Giver det mening at kategorisere? 100% 90% 80% 70% 60% 50% 40% Promotional Payment CCM Notifications Internal Business Contractual 30% 20% 10% 0% 1800 1900 1950 1980 1990 2000 2010 2020 2030
Dokumenter i 2030 - ikke til oldemor? Bliver C2C breve kontrakter/skøder P-bøder foto s historisk bevisføring skulpturer & udstoppede dyr Forsvinder Pas, Kørekort kontoudtog Fysiske reklamer dåbsattest pengesedler forsikringsoversigter, statusdokumenter
HTML5 Communication in a mobile world. GMC Inspire Global Partner Management