Upload
oscar-dubbeldam
View
102
Download
0
Embed Size (px)
DESCRIPTION
The influence of Big Data and Mobile Only on "document" based communications.
Citation preview
The Future of Document Design and Creation
The influence of Big Data and Mobile only on “document” based
communications
Agenda
Does document design needs to stop thinking about A4 documents?
• From mobile first to mobile only
• Big Data and the world of Google
• E-Commerce – the Customer Journey
• Customer Experience Management
• An Insurance case story
• The new document creator
From Mobile First to Mobile Only
Mobile – it’s not a trend, it’s a fact!
• 70% of devices sold in 2012 were smart devices
• 40% of Internet time now on mobile devices
• 1.5m Android activations everyday
Sharing personal information
Willingness to share personal information with a mobile app.
• 85.4% e-mail address
• 63.5% name
• 51.8% gender
• 43.0% location
• 12.4% address
Big Data – You are being watched
Do we need to be afraid?
Personalized information by Google
What if?
The Chief Marketing Officer
… could predict the right offer for the right customer at the right time and improve customer intimacy or prevent churn?
E- C- Commerce!
The Customer Journey
The value of “paper”
The value of “documents”
Understanding the local differences
• Every month • Once a year
An Insurance case study (1)
Pension Statements
• Current
– Several brands
– 16 page full colour
– 450.000 per year(active members)
– Cost of € 3.00 per statement
• New
– Digitally sent
– 4.000 of 13.000 said “yes”
– Cost of € 1.30 per statement(1.10 production, 0.60 stamp)
– Digitally signed
An Insurance case study (2)
Insurance Policy
• Current
– Policy renewal – 4mio members
– Letter, policies
– Standard T&C’s
– Labour intensive
• New– PDF (screen format)
– Highly personalized
– Cross-sell and up-sell
An Insurance case study (3)
Volume developments
• 2014 90 mio
• 2015 72 mio
• 2016 58 mio
• 2017 46 mio
• 2018 37 mio
Lessons learned
• Understand the local regulations.
• Know what a Digital Signature is or can be.
• Print to PDF is not the answer.
Document Creation – The Old Way
VARIABLEDATA
BUSINESS RULES
A4 DOCUMENT
DESIGN
The Customer Experience
Creating a Strategy
• What’s your corporate mission and vision statement?
• What are the main business goals?
• How many times are production errors corrected by the operators?
• Who owns the document content?
• You’re in charge of the change!
The White Paper Factory
• The rise of the ContinousFeed full-colour digital presses.
• Transactional volume is slightly decreasing.– B&W - high fall
– Color – increase
• The envelope as marketing source!
• The option to sent the relevant message to the recipient.
The Communication Hub
Channel Management
• Paper
• Customer portal
• Mobile & Tablet
• E-Mail & Attachments
• Text (SMS)
• Digital payments
• Digital Mailbox Services
Print and Digital
The New Document Designer
• Starts with a Document Communication Strategy
• Understands Customer Analytics and Big Data
• Knows the local law and regulations
• New technology adapt(PDF-A, PDF-UA, HTML5, QR, pURL, WPF)
• Creates the Communication Hub