Summer Blog Hits: Customer Experience, Process Automation and Information Security

These blogs represent our most popular posts from this summer. They show us that enterprise IT and LOB managers have been interested in customer experience, digitization and process automation, and of course, information security. If you share their interests, spend some time with these blogs.

Blogs about Information Delivery and Customer Experience

How AR Increases Technician Efficiency Through Information Delivery

One of the cool technologies making its way into the enterprise mainstream is augmented reality, better known as AR. This blog imagines AR’s role in service delivery. One way AR is changing the service dynamic is by adding new dimensions to service and support. This helps field personnel by:

  • On-demand access to specific content to train ahead of a visit or use on site
  • Drastically reducing the time a service visit takes
  • Avoiding the need for a service call altogether through improved customer self-help

Optimizing how content is structured and managed is essential for companies to take advantage of digital delivery and tools like AR. Information must be structured for mobile delivery, not locked in a PDF. The upside is that restructuring content reduces costs in three ways you can learn about in this blog.

The blog explains how Xerox experience in managing product information combines with Xerox PARC research on image recognition to create solutions that use product information to drive customer satisfaction and business efficiency. Someday that service visit may include a technician with a set of AR goggles. Imagine that!

Why Does Customer Loyalty Matter? Do The Math.

The math of customer loyalty leads to some sobering conclusions. Say you have one million customers and lose 20% per year. That’s 200,000 customers gone. Let’s assume it costs $50 to $60 (or more for most sectors) to acquire a new customer. That means your organization would spend millions every year just to stand still!

Not only that, but customer acquisition costs are rarely recouped in the first year, so many organizations must keep customers for three or more years before they start making money from them. AND you miss out on the referral value of the 200,000 customers lost each year. Some estimates put the value of referrals at 10%. In this example that would mean the loss of an incremental 20,000 customers gained via referral, equal to around a million in acquisition costs! The blog has suggestions for how to turn customer experience into customer loyalty.

The connection between customer experience and customer loyalty is clear, but where does emotional loyalty fit in? This post also looks at how to capture “emotional loyalty” through customer experience and describes the four types of customer loyalty:

  • Inertia
  • Fickle
  • Inherited
  • Emotional

Blogs about Digitizing Document Processes

Digital Transformation Starts With Content and Communications Processes

Digital transformation (DX) is at the forefront of many a business agenda. This transition can impact how companies organize, share and create value from their content and communications. To maximize the DX potential in their core operating models, organizations must connect business processes, workflows, content and communications for a more streamlined approach. Outdated systems, lack of strategy, and poor communications hold organizations back. A content and communications overhaul can be a pathway to DX success. This raises the question of where to streamline content and communications. Redesigns of content, communications and workflow increase productivity and enhance customer experience (CX) wherever back-end processes must sync with front-end customer engagement. This is where robotic process automation (RPA), artificial intelligence (AI), and machine learning create differentiation through more efficient operations.

Digitize Your Business Processes with Document Workflow Apps

How many times do your employees still use printers and scanners for documents? Think of applications from customers, contracts from agents, invoices from vendors, forms from employees — you name it. Every day, someone needs to scan something or make a copy. Business documents remain important, and multifunction printers (MFP) still have a job in the modern office. That job is “workplace assistant.”

A workplace assistant can take care of documents needed for scanning, onboarding, client servicing, deal closing, account opening and more. These are tasks you can automate with an app and an MFP. The “workplace assistant” becomes an extra set of hands that scans and accepts documents and routes them to the right workflows. The MFP endpoint becomes the starting point for digital transformation of document processes. Read the blog to learn about:

  • Apps for complex or unique document workflows
  • Digitization starts with the app
  • How to work with a custom app developer

6 Questions About Workflow Apps for Digital Business and Compliance

When document experts come together to talk about apps, the conversation gets interesting fast. “From what we see, paper will still be around in many processes, but it’s how that data is transmitted. That’s what we see changing — the apps and solutions we have available,” said Josh Justice in the webinar, “Documents, Compliance and Apps: Do You Know Enough to Avoid Risk?”

This popular blog post is based on that webinar and tackles three frequent questions related to building apps for document workflow:

  • Question 1: How long does it take to build a custom app?
  • Question 2: How many steps can you include in app workflow?
  • Question 3: How is the role of paper in compliance changing? 

“There’s still a role for paper in certain aspects, but I think things are moving to a much more digital process. So, if you have that framework around what it is you’re doing with the information and how you’re managing that, then the apps actually help drive more of the digital process,” said webinar speaker, Janice Reece. “This is the digital transformation that we’re all experiencing no matter what industry you’re in.”

The Pursuit of a Paperless National Health Service

For healthcare to succeed, clinicians need the latest information at their fingertips, whether that’s historical notes, appointment times or patient prescriptions. Because there’s always been so much paper involved in healthcare, the shift to digitize paper-based processes remains an issue. The Department of Health has been pushing for the National Health Service (NHS) to go paperless for years — a transition that will improve health services across the board, increase patient safety and achieve billions in savings. In pursuit of the vision of a paperless future, Luton and Dunstable University Hospital partnered with Xerox to digitize its records management processes. They’ve already scanned over 80 million pages to provide digital and mobile-friendly access to information across its clinics and admissions centers. By eliminating the need to search for physical records in cabinets, the new system saves hours every week for health workers, allowing them to focus on patient care and informed decisions. The blog outlines the hospital’s paper-less journey so far, and how it impacts patient care.

Blogs about Document Security and Compliance

Encryption For The Rest Of Us

This high-level overview will expand your understanding of what encryption can do and what it can’t. It also explains how multifunction printers protect data using encryption. Encryption protects the confidentiality and integrity of data. At the most simplistic level, encryption is the process of scrambling data to make it unreadable, and decryption is the process of unscrambling that data to make it readable again. One of the most recommended encryption standards used by the government and in many hardware and software products is the Advanced Encryption Standard or AES. The blog talks about how strong encryption such as AES protects data and how difficult it is to determine the encryption key to decrypt or decipher a message encrypted with AES 256 bit encryption. Encryption keys today aren’t compromised by humans trying all possible combinations, but by the powerful processing power of computers that can try billions of combinations per second.

Other topics covered in the blog:

  • How encryption protects data at rest or in motion by scrambling it to make it unreadable
  • Why a decryption key is often required to descramble or decrypt encrypted data
  • How multifunction printers use the security that encryption provides to keep data safe

4 Questions to Ask About Content Management for GDPR Compliance

Have you given thought to how content management can help with GDPR compliance? An enterprise content management platform provides greater control, insight and predictability in addressing regulatory compliance like the GDPR. Effective ECM deployment and use bring a structured approach to your data and compliance.

Ask these four questions to identify a content management platform suited to GDPR support:

  • How well can you find the information you need now?
  • How do you know you’re managing document retention periods correctly?
  • How confident are you that documents stay private and secure?
  • How well can you respond to an access request?

There are still a few summer weekends left. Consider some of these popular blogs to get caught up on the latest thinking on documents and customer experience, process automation and information security.

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