Breaking down those unstructured content silos
RESEARCH QUESTIONNAIRE



1. About you and your organisation

1.1 Which of the following best describes your primary role?

 

1.3 How large is the organisation you work for?

1.4 Where are you located?

 

1.5 Which of the following best describes your organisation's core business?

2. CONTENT CAPTURE, FLOW AND MANAGEMENT

The following questions are concerned with unstructured content - electronic documents, data files, images and other multimedia objects that are captured or created as part of a business process or in the course of collaboration activity.

2.1 Is your organisation focused on any of the following from a change or investment perspective?

Generally...
Major focus
Some focus
Little/no focus
Past priority
Unsure
Product/service innovation
Organisational agility
Operational efficiency
Risk and compliance
Business visibility
Attracting and retaining talent
Fending off industry challengers
More specifically...
Major focus
Some focus
Little/no focus
Past priority
Unsure
Digital customer engagement
Digital channel/partner engagement
Ecosystem enablement (e.g. via APIs)
Workplace transformation
Content flow and management
Business process automation/digitisation
Exploitation of AI/machine-learniing
Employee data/digital literacy
Remote and mobile working

2.2 How would you describe your organisation's level of need to work with the following? (We realise some of these categories overlap)

 
High and growing
High but stable
Lower but growing
Lower and stable
Limited relevance
Unsure
Content subject to industry regulation
Commercially/competitively sensitive content
Personally identifiable information (PII)
Content captured from customers/partners digitally at source
Scans, images and/or OCR extracts of customer/partner documents
Voice recordings and transcripts, e.g. in relation to customer service calls
Photographic or video content, e.g. in relation to identity, claims, surveys, etc
"Office"/multi-media content generated day-to-day within the business
Other important content types (please specify)

2.3 How would you sum up your content and information capture, flow and management capabilities in relation to the following?

 
Well optimised
Could do with strengthening
Needs a major transformation
Not that relevant to us
Unsure
Customer onboarding/offboarding
Customer self-service
Contact centre operation
Channel/partner interactions
HR and Talent management
Internal process flows
Case management
Internal collaboration
Flows between B2C, B2B and B2E domains

2.4 How would you prioritise the following when looking to modernise or otherwise drive improvements from a content and information capture, flow and management perspective?

 
High priority
Secondary priority
Little/no priority
Regard as undesirable
Unsure
Better content lifecycle management
e.g. via policy-driven capture, storage, protection, retention, disposal, etc
Easier and more efficient compliance
e.g. via auto-categorisation, system-level policy enforcement, better analytics, etc
A more devolved approach to security and access
e.g. via delegation mechanisms, with central monitoring and management
More comfortable handling of high-volume requirement
e.g. to support B2C digital engagement, automated ecosystem transactions, etc
Ability to break down traditional barriers and silos
e.g. via platform consistency between B2C, B2B and employee facing systems
Ability to digitise and automate business processes
e.g. via policy-driven workflows, routing, etc and automated transformations
Better support for application developer
se.g. frameworks and tools to build content-centric solutions quickly and easily
Other high priority requirements (please specify)

2.5 If you were specifying a single content platform to support B2C, B2B and employee-facing applications, how would you weigh the following criteria?

 
Mandatory
Highly desirable
Useful
Not relevant
Unsure
A comprehensive set of open, standard APIs to enable integration, mobile app access, etc
Embedded support for widely-used security and authentication mechanisms
Ability to enable direct customer authentication against back-end system IDs and credentials
Programmable components to render a wide range of content types across different devices
Programmable mechanisms to extract, enrich and utilise content-related metadata
Embedded AI functions to support image recognition, search, voice/text data analytics, etc
Seamless integration with internal collaboration and "sync and share" environments
Application-independent definition of content-related access and compliance policies
Advanced, proactive monitoring and alerting capabilities
Delivery as a secure and scalable cloud service
Other mandatory/desirable requirements (please specify)

 

As usual, your responses will be anonymous and your privacy assured.