1. Driving a better customer experience with process (A MODERN APPROACH)

2. CX Engagement Omni-Channel Experience Business Operations - Process
Website
Bricks and Mortar
Kiosk
Ecommerce
Call Centre
Tablet / Mobile
Chat bot
Retail Store
Process is at the core of your CX experience irrespective of the customer engagement point

3. Process Happens
Sales Process:
Contracts
Proposals
Quotes
Onboarding
Finance:
Billing
Expense Approval
Travel
Purchase requests
Budgets
Operations:
Claims
Policies
Heath and Safety
Incident
Purchasing:
Acquisitions
Inventory
Cost estimation
RFP/RFQ
Procurement
Human Resources:
Employee On-boarding
Employee Off-boarding
Performance Review
Training
Process happens via and paper whether we manage it or not. This directly impacts the CX.
WHO APPROVED IT?
WHERE IS IT?
DID YOU FOLLOW THE PROCESS?
Processes need forms.
APPROVED
REJECTED
Forms require approvals.
Approvals require tracking.
Desks look like this.
Filing Systems look like this.
All this consumes time and money.
In order to run your business successfully your may have some or of these process examples in place.
Many processes require many forms
Forms require approvals
Approvals require tracking and audit trails
Your managers filing system looks like this
If you lucky your records departments filing system looks like this
This take s time
And money

4. Every interaction that customers have with your
products and services will have an impact on brand perception
Applications Portfolio is made up of a mix of old and new systems

5. An acceptable CX is no longer enough
If customers don’t feel “delighted,” the goods and services you provide will be forgettable,
At best you must deliver a smooth experience that enables your customers to
move across devices seamlessly while interacting with your business applications and websites to meet their goals or solve their problems.

6. But the experience can’t end there.
It needs to be an ongoing experience that continues, in a B2B relationship
For example a new customer may touch the following internal processes
Customer Onboarding (Internal , External)
Sales Order creation
Contract negotiation
Legal review
Service Delivery
Ad Hoc Task Management
Ongoing support

7. Almost every part of a successful business transaction relies on having the right information available to the right person at the right time, whether that person is an employee or a customer.
Nevertheless, information flow is often hindered by paper, siloed information, disparate systems.

8. By empowering YOU WITH A Modern BPM Approach
How CAN k2 HELP?
By empowering YOU WITH A Modern BPM Approach
Electronic Forms
Streamline processes and give life to static electronic forms life through automation / workflow
Transform paper to electronic forms.
Improve business visibility through visual reporting and analytics
Workflow
Continually evolve – Manage for today and future proof for tomorrow
With K2’s business process application platform, organizations can use visual designers to rapidly build and deploy low code applications that are agile, scalable and reusable resulting in modern processes that quickly and easily connect people, data, decisions and systems.  K2 delivers information to the right people at the right time, empowering them to accelerate their work and become more efficient online, offline and from any device.
BUILD - Work Smarter, Increase Agility, and Accelerate Business. K2 is helping customers to significantly reduce their IT backlog by enabling tech savvy users to accelerate the creation of business applications by using visual designers and reusable components. According to KCE Electronics, “Without the K2 platform, building these processes and integrating them with the company’s line-of-business systems would take months of solid developer time. Instead, we can build very complex, meaningful applications in about four to six days per process.”
RUN - Boost productivity from anywhere on any Device. K2 is helping customers to transform their businesses by improving operational efficiency and staff productivity by delivering information and work to them in real-time enabling them to engage from any device, wherever they may be. As quoted by Wales & West Housing, “Employees can do in seconds what might otherwise have taken hours, on a mobile device, live in the field”
FUTURE PROOF - Manage for Today, Future Proof for Tomorrow. K2 is helping customers connect to many systems they currently own while successfully setting them up for the future. There is no need for rip and replace; with K2 your future is now. “Orion now has the ability to scale their system to meet future needs. A foundation has been set to enhance internal and external communication, adapt to industry changes, and integrate new technology as it is created”– Orian
NEXT SLIDE: BUILD: THINK LOW CODE- break the traditional techni
Reporting

9. BUSINESS PROCESS APPLICATION
Electronic Form
Data
Workflow
Reports

10. DIGITAL TRANSFORMATION WITH K2
Paper
Manual Processes
Inability to
report
missing Data
Electronic forms
structured workflow
Visibility
Accurate data
Process
Apps
We have a number of differentiating tools to help you
TRANSFORM.K2.COM

11. Process Driving CX Realtime Notifications: Keep customer informed.
Manage Expectations
Time based events
Self Management
Reporting and Benchmarks
Decision Support
Right information to the right person at the right time
Collaboration
More info, Single view, Comments,
Co-Authoring
External Sharing of documents
Customer feedback
Workflows that span people and systems – According to Gartner, an enterprise organization has over 2,000 applications to support their business, making it a daunting task to connect these silos of systems and data. K2 was founded on the basis of automating business processes to help the business move faster, reduce errors, eliminate redundancies and improve IT efficiencies that ultimately enable people to work smarter.
With K2, you can:
Reach across siloed systems and people to create comprehensive workflows with little or no coding: from small, departmental approval workflows to complex mission-critical applications that span your entire organization, on premises or in the cloud,
Assemble apps with an extensive list of out-of-the-box events and tasks, and
Save your workflow steps and common functions as a template for sharing and reuse across many applications and departments.
A business process workflow may automate backend systems but without incorporating people, systems and information, it feels like a car body frame that lacks its engine. Streamlined and simplified processes that connect to disparate systems and tools are similar to a well-oiled car engine. It’s more than putting together clunky, custom built proprietary parts but rather effortlessly connecting the right parts that make it run like a fine tuned engine that starts whenever you need it and gets you to your destination reliably, without issues.
NEXT SLIDE: SmartForms- A smarter way to interact with people and processes

12. Live Example