There's a lot of factors hitting the information management industry changing how we need to think about our business processes. Customer expectations continue to rise, the volume and variety of information is increasing, and more.
Let's explore these key trends further and uncover why and how they will affect critical business processes.
The walls that used to exist between your customers and all those messy back-office operations are being torn down by social technologies. Organizations can no longer hide the weakness in their processes. Customers are PART of our businesses now and can voice their displeasure vocally and immediately via social outlets if they confront dated and inefficient legacy systems.
The next five years will witness a massive reinvention of business processes. If the first wave of automation was all about digitizing existing processes, the next wave will be much more radical and involve the actual reinvention of processes from the ground up. Who has ever thought that an entrenched business like the taxi business could be eclipsed by a newcomer like Uber?
AIIM data indicates that organizations still have a significant gap between what their customers see -- their external-facing systems of engagement -- and how business actually gets done -- their core back-end systems of record. Most organizations just have a thin veneer of engagement, with messy back-end processes that are ripe for disclosure.
Organizations understand that they have to automate, and they need to expose their back-end processes to the light -- 68% of organizations agree that business at the speed of paper will be "unacceptable" in just a few years. Getting there, though, is quite another thing. Our data suggests that most organizations have a long way to go.