For many organizations, the barrier to creating better customer experiences is the inability to securely and efficiently access the right information.
Information management professionals are well positioned to play a pivotal role in an organization’s digital transformation journey. As the stewards and architects of the information structure, they can ensure the right data is securely available, at the right time – which is critical to creating better customer experiences. Although the concept of digital transformation touches all aspects of business – operations, human resources, marketing and so on, information management professionals can be fundamental in how these departments apply their processes.
If we think about examples of digital transformation, many of them stem from a need to analyze, organize, and/or transfer key information, to streamline a specific process for a better experience or business outcome. Consider mobile apps that create a seamless experience for things that used to be cumbersome or inconvenient, such as submitting a car insurance claim. Many car insurance apps today allow for users to easily (and securely) capture and send information, in a manner that is most convenient for them (their smartphone). Strategic information management powers this process.
Yet some digital business processes are implemented without consulting the information management team. This is an opportunity for the records and information management team to proactively connect the dots between siloed departments and processes – and realize opportunities to capture, classify, migrate, and store information that reduces redundant tasks, protects sensitive data, or even personalizes user experiences.
Information management professionals can leverage their knowledge and RIM fundamentals to drive a more holistic approach that goes beyond department roles - and connects the information infrastructure, compliance/governance, and content taxonomy and analytics processes of an organization.