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The Digital Self

Just as our analog notion of self (flesh and blood) consists of RNA and DNA, our digital sequence—let us call it the “Digital Self”—consists of code. Each day, we are creating massive and permanent data trails that contain essential attributes of encoding, decoding, and expressions of our genes (or self). We do this both consciously and explicitly, and subconsciously and indirectly. Consider the behaviors that you produce every day, stored permanently in “Digital Land”: you search the web, read ebooks, watch movies, post videos, tweet, list your friends, order food, and complete online transactions. Billions of us have actually submitted our own definition of our Digital Self into various social networking sites (name, address, age, marital status, education, employment, friends, likes, dislikes, political views, etc.). We volunteer this information—willingly! Imagine storing patterns of your behavior—sharing your movements via wearable technology, updates to your medical and bank records, driving information, purchase history, and so on. It is all there, a complete record of your digital RNA, DNA, and behaviors. Permanent, indefatigable, revealed truths, one digital bread crumb at a time, uploaded to the Cloud. Sounds like heaven. Now feed all this information into a computer, every minute of every day. Run an algorithm against that data, and a digital sequence of you is created. Perhaps multiple sequences are created. You could use a CRISPR and have a super-digital sequence of yourself. Then pump that into an artificial intelligence or learning machine, and suddenly your Digital Self is “alive.” Science fiction or a revealing truth? A friend recently received a call from his granddaughter who was in jail. She wasn’t able to ask her parents for help. He was her one call. She needed a $2,500 USD wire transfer to post her bail and get out of jail. He wired the money as instructed, but it turned out that the call was a scam. A bad actor used a digital self of the granddaughter to steal funds using digital payments. What does this mean for the person, for business, for governments and society? For the person, if we dismantle the notion of the self, the societal, spiritual, and religious impacts are profound. Your Digital Self lives on, ever collecting knowledge, and is in all places at once. To quote the movie Lucy: “I am everywhere.” We all become Brahma (the creator) and Shiva (the destroyer). Facebook is buying data to “fill in the profiles” of their almost 2 billion subscribers; rounding out their digital selves without the users’ explicit consent. For business, the Digital Self will be exploited to deliver better ads, provide better recommendations, drive purchasing decisions, and reduce risk. Consumer businesses will know what you need before you even need it. A perfect and persistent personal assistant. Governments will be obligated to protect the rights of our Digital Selves. Does the Digital Self become like a corporation, thus serving as a new shareholder in the definition of a Corporate Self? Ultimately, one has to “opt in” to this new Digital Land, the digerati, and leave the Flat Land, the land of the Luddites. For those who opt out, can they function in society, or are they a new super-culture or subculture? The British television series Black Mirror features an episode that addresses this notion of a Digital Self being created, captured, and exploited. It is a modern-day Twilight Zone, with sharp undertones of an expectant and emerging reality. It is so much an emerging reality that it is already happening in Shanghai with the recent release of the app, Honest Shanghai. In an effort to make Shanghai a global city of excellence, the government is using apps like Honest Shanghai to reward residents for their honesty, morality, and integrity. The app aggregates some 3,000 items of personal data collected by the government—creating a digital copy of Shanghai residents—to generate “public credit” scores that range from “very good” to “good” to “bad” (imagine your government rating you). Users with a higher score can reap the benefits in the form of discounts, lower loan rates, better positions in lines, travel discounts, and more—while those with a bad score may have to deal with declined loan applications or inferior seats on planes. There goes a little honest graft. We need to harness the transformative aspects of the 4IR to change the world, and obsessively but thoughtfully conquer the perils. This will prove to be a challenge for governments, which I will discuss in my next blog. To read more, download The Golden Age of Innovation. I’ll be taking this message on the road for Enterprise World. Learn more. I’d love to hear your thoughts. To provide feedback, or if you would like to see additional topics covered in future publications, please add your comment below.

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Getting to Yes: Improving ECM User Adoption at Your Firm

ECM adoption

If you don’t save and secure it, and you can’t find it. That is the rallying cry behind ECM solutions and those who use them. To cope with overwhelming increases in documents, emails, and other communications, more and more organizations are embracing a structured, centralized approach to work product management—ensuring all the various pieces of information related to a client, project, case or matter are managed, secure, and quick to locate. While ECM solutions fit the bill, getting users to adopt and actively use the system can be challenging. In an average ECM-enabled organization, only 70 percent of those with access to the system actually use it. And, the amount of content captured remains low—with two thirds of firms capturing less than half of their institutional content. Obstacles to User Adoption What prevents successful user adoption? Hyperion Research recently conducted a benchmarking study with legal firms to probe this question. Their new white paper “Conquering the Challenges of User Adoption in ECM” cites the most common obstacles to user adoption as: Reluctance by Attorneys to use the system (44%), Difficulty searching for and locating documents (30%), and Poor integration with how users work (24%) Getting to Yes: Key Factors for Success How can you move those reluctant users to “yes”? The Hyperion paper identifies key factors contributing to successful user adoption. Here are some highlights: Culture – Management buy-in and support is key. There needs to be an expectation for and ongoing insight/measurement of the system’s use. Seamless Integration – The solution needs to integrate seamlessly with other business applications, ensuring data flows smoothly between them. In addition, using the system should not be an entirely separate or discrete activity. Engaging skilled expertise to understand the business and oversee the implementation and integration is key. User Experience – Users should find the system itself intuitive and easy to use. It should give them fast, easy ways to save, find, and update work product during the course of their day. Want to Learn More? Learn more about getting your users to “yes” and boosting user adoption levels at your firm. Visit our microsite and download the complete Hyperion white paper “Conquering the Challenges of User Adoption in ECM”.

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Finding Peace in Wiesbaden – Compliance as Part of the Process

document management

Located in the heart of the Rhine-Main Region, Wiesbaden is the capital of the Federal State of Hesse and home to over 275,000 citizens. Though historians believe the town was established around 121 A.D. (or earlier), today Wiesbaden is transforming itself into a modern economic, cultural, and socially-astute regional powerhouse. I recently had the opportunity to walk the streets of Wiesbaden and was impressed by the beauty and efficiency of this growing city. From famous warming spas to busy markets; open air concerts to a wealth of internationally recognized convention centers, Wiesbaden has something for everyone. And I began to ask myself “How do they do it? How do they make this dynamic town tick with the peaceful precision of German clockwork? What’s their method?” I had the good fortune to be introduced to one of Wiesbaden’s Head Deputy of IT, Dr. Thomas Ortseifen. He explained that only a few years ago when a local resident submitted a form or application, the local administration did their very best to process it smartly and in optimal time, despite the fact that the process was manual and paper-based. Whole archives were filled with almost 250,000 file folders. Sometimes they stored the same files multiple times and could not find information, which they need for their daily working processes. To meet the challenge, the political leaders decided that the city of Wiesbaden, always a pioneer in innovative IT solutions, should adopt a comprehensive e-governance platform, and as a result the city adopted an e-file document management system, powered by OpenText™ Documentum. The OpenText system empowers city administrators with comprehensive e-filing and electronic document management capabilities to automatically transform paper-based processes into digital workflows. Forms and applications are processed in moments today. Employees can find and share any document within a repository of millions at the click of a mouse. Compliance is now part of the processes. Serving Wiesbaden citizens is a pleasurable study in efficiency. Those thousands of folders have been replaced with a secure electronic storage system. And the savings in archives and time have been fantastic. After speaking with Dr. Ortseifen I thought to myself, “Now I know the method. I know why this changing city can operate so efficiently!”  The answer is: OpenText Documentum. Since that trip, Wiesbaden has become one of my favorite destinations. I look forward to visiting again so I can stroll through its peaceful streets and admire the city’s beauty.

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Enterprise World 2017: The Future of Digital—from Engagement to Insight

Software changes the world. Today’s technologies have radically transformed both enterprise and consumer spaces, re-shaping our expectations about how we work, collaborate, and conduct business. Our capacity to generate and collect information is greater than at any time in human history; deriving meaningful insight from this information is the next major transformative activity for business that will open up new possibilities and set the stage for new business models. I invite you to join us at Enterprise World 2017 in Toronto, Canada from July 10-13 at the Metro Toronto Convention Centre, where we will showcase the technologies and companies that are forming the foundations of a digital future driven by insight. OpenText Enterprise World 2017 will deliver an entirely new experience. We’ve expanded the program with customized tracks to meet organizational and individual needs. Along with the standard 200 breakout sessions, training, and Enterprise Expo, this year’s event will feature keynotes by industry thought leaders on both Tuesday and Wednesday morning, as well as an Industry Conference, Partner and Technology Conference, combined Innovation and Developer Lab, Women in Technology Luncheon, Leaders’ Council, and the launch of our T250 program. I’m especially excited about this year’s conference because, along with a bigger and better format, hockey legend Wayne Gretzky will join me center stage for a fireside chat. Nicknamed “The Great One,” Wayne Gretzky holds an incredible 61 NHL records. A Hockey Hall of Famer, Gretzky will share with us what drove him to succeed in his remarkable career. OpenText Enterprise World is the number-one venue to interact with peers and discuss the technologies that are driving the Fourth Industrial Revolution. Digital and AI technologies enable executives to rethink business and fundamentally change go-to-market models, customer journeys, supply chains, and how to innovate. Organizations need pioneering technologies like the digital platform OpenText Release 16 (with enhanced user productivity, integrated information flows and a connected ecosystem) and AI platform OpenText Magellan to transform business in the digital world. At Enterprise World 2017, you’ll learn how OpenText solutions can help you digitize, automate, and optimize information flows—from Engagement to Insight. You’ll be able to chart your future with Enterprise Information Management (EIM) through roadmaps for all of our offerings and acquisitions. Leaders in your industry will be on hand to demonstrate how they are using cutting-edge vertical solutions to maximize the value of their data and create exceptional digital experiences for their customers, partners, suppliers, and employees. Finally, you’ll have many opportunities to explore how big data analytics, open standards, prediction and modeling, and cognitive and machine-learning solutions help to analyze massive pools of data and glean insights from structured and unstructured data, so you can empower your users to become more productive and make better, smarter decisions. Discover the strategies, tactics, and tools you need to achieve transformational success in a digital world. Register today and take advantage of our special offers.

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Output Management As A Service? Yes, It’s Here!

Output Management

In today’s information-driven world, it can be a challenge to manage all of the content and data that is available from so many different sources, and ensure it is delivered to consumers in the appropriate format, on the right device, at the exact time required. Not to mention the limited budgets pushing IT to do more with less. It’s no surprise companies are turning to cloud-based solutions for help. According to Garter research, 70% of CIOs are looking to change their technology and sourcing relationships in the next 2 to 3 years, with 46% working with new vendor categories such as cloud. “Organizations are pursuing strategies because of the multidimensional value of cloud services, including values such as agility, scalability, cost benefits, innovation and business growth,” said Sid Nag, Gartner research director. “While all external-sourcing decisions will not result in a virtually automatic move to the cloud, buyers are looking to the ‘cloud first’ in their decisions, in support of time to value impact via speed of implementation.” Enter OpenText™ Output Extender, Cloud Edition. Output Extender, is an industry-first Output-as-a-Service offering that enables customers to run their output management needs under a SaaS service and subscription model for data and print stream transformation, multi-channel delivery and generating regulatory-compliant accessible formats. Organizations can automate, simplify and streamline their output management through this hosted cloud service that provides multi-channel assured delivery. Transformation services with job tracking, retry and device failover ensure your business critical documents are always processed for fulfillment, statement presentment and report distribution needs. Output Extender also supports regulatory compliance for high volume documents such as statements, bills, customer notifications by enabling the transformation of PDF documents into accessible format for visually impaired individuals, complying with regulation such as Section 508 of the U.S. Rehabilitation Act, the Americans with Disabilities Act, the Accessibility for Ontarians with Disabilities Act (AODA) and the U.K. Equality Act. OpenText™ Content Server customers can extend their EIM value proposition to mainframe content and other legacy reports and statements with Output Extender. Organizations can also use Output Extender to consolidate repositories and eliminate expensive term-based MIPS pricing while opening their content to the Content Suite EIM platform – all in the cloud without having to install or manage any additional software or infrastructure. The TCO (Total Cost of Ownership) for consuming cloud services like Output Extender is typically lower than running internally or purchasing perpetual licenses, plus organizations reap additional cloud benefits, including rapid time to market, lower infrastructure costs, reduced IT management responsibilities, maintenance free implementation and an easy-to-use interface with minimal configuration. Learn more about Output Extender.

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Artificial Intelligence (AI) and Enterprise Content Management (ECM)


“When the Washington Redskins win their last home game during an election year, the incumbent party will retain the White House. If they lose, the challenging party will take the election.” “Since 1972, if the SuperBowl winner is a National Football Conference member, the S&P 500 index denotes a bullish sentiment. However, if the winner is an AFC member, the market sentiment would be bearish.” – This statement was initially discovered by Leonard Koppett, and has been found to be 80% times correct as of Jan 2017. Both of the above statements hold true for different levels of confidences. The statements are based on the correlations and the rules derived using the various data sets. Neither of the statements are completely true, but can be used to develop a general behavioral pattern. The pattern needs to be vetted using much more volume of data and if found useful, can be useful for a predictive analysis. If predictive analysis can be automated, we are entering the domain of a much talked about technology – Artificial Intelligence. Artificial Intelligence (Popularly known as AI) is an intelligence as exhibited by machines, through the process of identifying patterns, learning from them, guiding decisions and then performing cognitive functions. What we have is the essence of both statements and the value of these statements is the data to back them up. This involved tremendous amount of data analysis and refining of the algorithms to be able to reach a simple and explainable data inference. Enterprise Content Management or ECM has been known to house terabytes of data – structured and unstructured. The amount of data stored in an ECM system is highly valuable for the organization if it can be mined properly. Structured data has been used for the report creation and search purposes, but the value of the unstructured content is still untapped. AI has already been an influencer in various forms that are touched upon by ECM. This blog looks at the impacts of the advancements in machine learning and artificial intelligence to the way enterprises have looked at their ECM systems. Impact of AI on Digital Interactions Artificial Intelligence has already found its way to everyone’s home today through Amazon’s Alexa, Google Allo messenger and others. We are all hearing about the pioneers of AI with self-driving cars, self-flying drones or even sensors to monitor hospital patients. AI is everywhere. Let’s consider some of the areas where AI makes a direct impact on our interaction with the digital world. Searching Google’s search engine optimization techniques are no secret to the world today. The use of machine learning algorithms, their self-improving and refinement of the search results have already shaped the way the users interact with the web today. There are multiple adaptations to this technique – music stores which help you select the right music and make predictions on what your choices should be. Generating Content Automated Insights – the creator of Wordsmith, the world’s only public natural language generation platform and #1 producer of content in the world, stated that its software created more than a billion stories last year – many with no human intervention. Gartner estimated that 20% of business content will be authored by machines by 2018. A writer cannot go through over 2 million blog posts created daily, but can leverage the technology to find out what keywords are used in successful content, or what topics resonate best with their audience. Designing Websites Platforms like Wix or The Grid have already adopted a supervised learning way of interacting to help people create their own websites. By leading customers through a set of questions and allowing them to make choices, these platforms also make recommendations on popular themes and what would go better with the choices already made. Promoting and Propagating Content Twitter bots can make this process faster and more streamlined, enabling marketers to publish and push content automatically across the platforms they want. Automated tweets can even be set to match user moods and emoticons. Predicting Choices A lot of online music streaming services make recommendations based on AI indicators. The North Face and 1-800-Flowers use AI tools as shopping assistants – helping customers and make spot-on recommendations. Moving Conversions AI tools have also been in use by sellers like ebay and Airbnb. These tools allow the sellers to understand the latest trends and help them price their product or service accordingly. At the same time, the same tool allows the customers to draw conclusions on the prices offered to them by the sellers. Continue reading about Enterprise Content Management and how AI could transform ECM on page 2.

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MRDM Uses OpenText Analytics to Improve Health Care Outcomes

health care

One of the high-potential use cases for Big Data is to improve health care. Millions of gigabytes of information are generated every day by medical devices, hospitals, pharmacies, specialists, and more. The problem is collecting and sorting through this enormous pool of data to figure out which hospitals, providers, or treatments are the most effective, and putting those insights into the hands of patients, insurers, and other affected parties. Finally, that promise is starting to become reality. A Dutch company, Medical Research Data Management (MRDM), is using OpenText™ Analytics to help the Netherlands’ health care system figure out the most productive and cost-efficient providers and outcomes. The effort to make data collection faster, easier, and more accurate is already paying off. For example, hospitals using MRDM’s OpenText-based analytics and reporting solution for evaluating medical data have been able to reduce complications after colon cancer surgeries by more than half over four years. MRDM chose OpenText Analytics after it realized it needed a robust technical platform that could support more complex, sophisticated medical reporting solutions, and larger volumes of data, than the platform it had been using since it was founded in 2012, open-source BIRT (Business Intelligence Reporting Tool). It rejected many other commercial solutions because they either lacked key functionality or had an inconvenient pricing structure.  (OpenText allows an unlimited number of end users.) The OpenText Analytics components that MRDM is using include a powerful deployment and visualization server that supports a wide range of personalized dashboards with an easy-to-use and intuitive interface. This means MRDM can easily control who sees what. For example, hospitals get reports and visualizations that are refreshed every week with raw data about the outcomes of millions of medical procedures. They can review the findings and pinpoint any inaccurate data before approving them for publication.  Next, MRDM handles release of these reports in customized formats to insurance companies, Dutch government agencies, and patient organizations.  With more detailed information in hand, they can make better decisions leading to better use of limited health care resources. To learn more about this exciting customer success story, including MRDM’s plans to expand throughout Europe and further abroad, click here.

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Lead the Customer Experience Revolution – Webinar

customer experience webinar

Traditional marketing no longer works. Broadcasting a message and hoping that someone will see and respond to it is now lost in the overload of information, and changed expectations of today’s customer. If you are not delivering an engaging customer experience that adds value to the customer journey, then you are going to be left behind. The customer experience is now far more than the marketing experience. To be effective in today’s competitive environment marketing needs to move from being about simply delivering a message, to adding value to a customer’s interaction with the brand. It also needs to move from being tailored for the context of a single interaction towards making sure that there is continuity across every touch point From a marketing systems point of view this means improved productivity, and open innovation. Making the existing systems better, faster, and building bridges for data to flow across systems is a good first step. Innovation can take that good first step and make it great when you start to gather insights into how your customer behaves during those interactions, and then act on those insights to deliver truly engaging moments during the customer journey. Customer experience is the new source of competitive advantage for marketers. Customers now expect you to know them, understand where they are in the buying cycle and serve their needs accordingly. Brands that do this best will be preferred over those that don’t. But traditional organizational structures, an overwhelming assortment of applications, and disconnected processes often get in the way. Creating innovative customer experiences requires new approaches to connecting customer data and interactions across systems and functions. Register for the webinar and lead the Customer Experience revolution

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The Impact on the Person

The “Physical” Self The Fourth Industrial Revolution (4IR) is expected to accelerate knowledge like never before. As I mentioned previously, technology will advance with artificial intelligence (AI), resulting in medical breakthroughs. As a leukemia survivor, I carry three DNA sets and, thanks to a third-party donor, replaced my stem cell production. I guess that makes me not a cyborg, but a chiborg (chimerism + technology). (And yes, I just coined a new term.) Medical advancements like these will redefine what it means to be human. Nanotechnologies in the medical field will drastically change how we deliver drugs, kill microbes, repair cells, and perform surgery—all on a nano-scale that is more targeted and more accurate than previous medical methods and practices. As a result of breakthrough technologies, life expectancy should increase as we finally slow—or even reverse—the effects of aging and decay at a cellular level. Body parts that have failed will be replaced with parts grown from stem cells, biomechatronic body parts, or perhaps even 3-D printed organs. More humans will become cybernetic organisms (cyborgs), like Motoko Kusanagi in Ghost in the Shell, a movie in which much of humanity is connected to a vast electronic network through cybernetic bodies (“shells”) which possess their consciousness and give them superhuman abilities. In addition to increasing life expectancy, technologies such as genome editing will provide us with the tools for human enhancement, allowing us to replace defective genes or modify immune cells to fight diseases. As technology advances exponentially, so too must our civil, moral, and spiritual motivations to accommodate and adapt to the 4IR. The 4IR will, therefore, change our fundamental understanding of our physical selves—that we were born to die naturally. The introduction of designer babies, cyborgs, and veritable immortality will shift how we view our physical self and how we fundamentally organize ourselves. Our traditional concept of the family might cease to exist. The way we appropriate resources might also shift as designer babies have the potential to outsmart and outwork the now older, yet stronger cyborg population that might not die. Cogito ergo sum Descartes’ famous assertion that “I think, therefore I am” has guided modern Western philosophy and ontology for centuries. The notion of self is based on humankind’s ability to think and acquire knowledge. This ontological concept of the self will be challenged during the 4IR. Machine learning and interconnectedness, along with the advancement of AI, will eventually produce an intelligence that is sentient and may potentially trigger the Singularity. A self-thinking and self-improving machine would transcend our notion of self because if a machine is self-thinking, does that make it human or does it simply make it sentient? Would you consider Dolores in Westworld to be human or merely a sentient machine? If we were to consider these androids to be human, what changes would we need to make to our society to accommodate this increasingly powerful and smarter form of “human”? On the other hand, with the advance of cybernetics and a vast network of connectedness, can humans also attain the same level of knowledge as a sentient machine? Imagine again Kusanagi in Ghost in the Shell, where her self inhabits a shell and connects to everything. Is she still a human? Or would transhumanism (H+) take over and advance the human race? Humans could start to control machines through synchronization to accomplish tasks no machine or human could accomplish alone (like the large fighting machines in Evangelion controlled by teenagers). Or maybe, humans would possess so much knowledge that an omnipotent, Lucy-like person could exist. Finally, humans could potentially tap into our stardust memories to unlock the inner universe’s power within us, like Akira did. The 4IR will advance machine intelligence and sentience while also ushering in transhumanism. Thinking will no longer be sufficient in defining who we are. Disappearance of the Self or Enhancement of the Self? The 4IR will connect everything—all networks, all things, all selves. Everything will have access to every datum, available for access in real time. Robots with AI will roam among humans. Humans will have cyborg bodies and their selves digitally copied, stored, and continually backed up in multiple locations, like the horcruxes of the Harry Potter universe. Transhumanism will be a reality. Will the notion of the self disappear? If everyone is connected and doesn’t die, would humans as a race be the only self that is left—a collective self and mind? Would all humans merge into this self and become a godlike creature, rivaled only by the equally godlike AI? Or will humans retain their individuality and personality, remaining connected to others as an enhancement of their own selves? The 4IR will not only accelerate technological revolutions and knowledge acquisition, it will challenge the most fundamental understanding of what it is to be human and the notion of the Physical self. But what about the impact on the Digital self? I will delve into this topic in my next blog. To read more, download The Golden Age of Innovation. I’ll be taking this message on the road for Enterprise World. Learn more. I’d love to hear your thoughts. To provide feedback, or if you would like to see additional topics covered in future publications, please add your comment below.

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Process Automation Anchors the Delivery of Digital Customer Experiences

process automation

In this blog we welcome guest blogger Maureen Fleming, a Vice President at IDC, focused on middle tier technologies that enable new initiatives. By 2018, 71% of respondents to an IDC 2016 digital experience survey plan to increase their budget for creating and delivering digital experiences. And 82% of respondents to a survey looking at document-centric process disconnects believe they can improve their customer experience by removing the friction between back-office and front-office business processes.These surveys show an awareness and intent to invest in solutions that improve processes involving customer experiences. These investments will significantly impact the types of solutions that can be built for customer experience design and automation as well as the need to rapidly improve decision support. Customer Experience Design and Process Automation Customer experience used to be the result of generally uncoordinated touchpoints that, in aggregate, left a good or bad impression with the customer. Today, businesses are increasingly designing, coordinating and automating workflows optimized for dynamic customer experiences across all touchpoints. Because customers send and receive communications via multiple channels, including stores, phone calls, text, emails, and social networks, content is treated as a consistent and managed asset and integrated across all of the customer-oriented workflows. By automating the customer experience, businesses are able to realize both revenue and cost impacts as they: Improve the standardization and efficiency of communications to one customer across touchpoints Manage the content assets that support the experience Increase the consistency in how all customers are treated Identify and prevent problems to avoid negative customer experiences At IDC, we assume customer communications platforms will become a core solution used to help customers evolve to be able to send relevant messages in the appropriate format and channel based on the customer’s current situation. Customers recognize the importance of content working in tandem with process. In the regulated industries survey, 45% of respondents already integrate enterprise content management into their customer communications systems but that number will grow to 83% by 2018. Analytics-Driven Processes Require Redesign to Support Higher Volumes of Decisions Businesses traditionally have invested very little on end-to-end process visibility aimed at preventing problems. That is changing rapidly as predictive analytics and proactive intelligence become cornerstones of digital transformation. In fact, the top feature priorities of customer communications platforms involve the ability to manage and perform analytics on big data. Use cases of analytics-based solutions are broad but include the shift to real-time or near-real-time offer management, cross-channel marketing or customer social relationship management. On the industrial side, IoT initiatives predict and prevent problems with machines or connected devices and deliver new types of digital services to customers. The shift to analytics-triggered processes has an enormous impact on the workload of customer contact centers and the adequacy of self-service support. Analytics systems predict conditions that require manual follow-up or an automated response. Other than high volume, low risk transactions, the lion’s share of follow-up over the next few years will involve the initiation of a task or case assigned to a worker, who must then decide what to do next. Initially, the volume of decision obligations may swamp existing resources. That typically requires a solution re-design to offer greater situational awareness, by integrating content and back-office applications into case management solutions aimed at speeding up processes involving decisions, while also improving the quality of decisions. About Maureen Fleming Maureen Fleming is a Vice President at IDC, focused on middle tier technologies that enable new initiatives, such as sensor-based computing and API monetization. She is the lead analyst of IDC’s IoT analytics and information management practice and IDC’s research covering process automation, API management and continuous analytics.

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5 Tips for E-commerce–Ready Item Management

E-commerce-ready Item Management

Find out here how to support online shopping with product information that sells. Online shopping has empowered consumers to find their product, compare prices, and determine which retailers have inventory. Meeting the demand for an easy and convenient online shopping experience means retailers need the necessary product information available on their website. Unfortunately, e-commerce–ready item management is a highly manual process that’s time consuming and error prone. There’s tremendous pressure on brand marketers to improve the accuracy and timeliness of the product information that helps retailers sell online. Our recent report, Smart Trading Networks Define the Future of Retail Success, identified e-commerce–ready item management as one of the top three priorities for building a customer-centric supply chain. Defined by extended attributes to support e-commerce content management and fulfillment processes, e-commerce–ready item management greatly improves time-to-market. In fact, one national chain reports a 2- to 4-week reduction in website product page setup using extended attributes, while a major e-commerce retailer reports vendor item setup time has been cut in half. GS1 has published standards for extended e-commerce product attributes in their Extended Attribute Guide, and as brand marketers typically produce the content required to meet the needs of e-commerce item management, including marketing descriptions, images and videos, product specifications, and shipping weights and measurements, they should review their product information now to ensure compliance. OpenText™ Active Catalogue supports extended attributes for general merchandise and apparel to easily share e-commerce-ready product information with retailers such as Macy’s, Bloomingdale’s, Amazon, Dillard’s, Belk, Dick’s Sporting Goods, Stage Stores, Nordstrom, Boscov’s, Bon-Ton, and Lids. With more retailers requesting extended e-commerce attributes along with their traditional GTIN-based data, we’ve got five tips to help brand marketers meet the requirements for e-commerce–ready item management. 1. It’s your brand: Make the standards work for you Industry standards have allowed retailers to scale B2B integration, streamlining supply chain management and reducing costs; getting product to consumers faster and maintaining inventory levels to drive sales. E-commerce product information standards aren’t any different. Using them will get your product on retailers’ websites faster and with greater control over how your brand is presented online. Get to know standard description attributes and use them to your benefit. Some attributes support standardization, enabling navigation, filtering, or search–such as Brand, which is your label or trade name. Others, like the attribute Features-Benefits-Marketing Message, is a free-form text field of up to 4,096 characters that allows you to provide rich information you want to convey about your products, as in the example below with the product description and details content. 2. Don’t panic: There’s flexibility in the standards The thought of using standards causes some brand marketers to feel hand-cuffed. But brands and retailers jointly developed these, aware of the need to give brands the flexibility to market their products the way they want to, while also supporting retailers. For example, each standard for describing a garment closure includes 9 basic descriptions–and there are a total of 53 closure description options. Plus, there’s an option to use a free-form description if a brand’s closer type is included in the standard. Source: GS1 Extended Attribute Guide R2.0 05-05-2016 3. Get a quick win: Image standardization Sharing image attributes is easier than ever, since many brands already produce imagery for their own website. The growth in online shopping has led to some best practices regarding what’s required to effectively display products to consumers. These two websites illustrate the five basic images needed for e-commerce: quarter-turn, front, back, top, bottom. You may already have images available that you can share with retailers. 4. Get it right: Measure twice, share once There’s an adage used in construction to avoid costly mistakes: “Measure twice, cut once.” The value of accurate, consistent measurement can’t be overstated in e-commerce. Did you notice that the websites in the previous example list two different heel heights for the same shoe? Consumers have only the details retailers provide to make an informed purchase. Not having the correct information can mean getting a sale and keeping it–or a return by a dissatisfied customer. The standards for what to measure and how to measure it are well thought out and described in the GS1 guidelines. There are specifics listed for different merchandise categories, such as the standard for how to measure the heel of a shoe. Source: GS1 Extended Attribute Guide R2.0 05-05-2016 5. It’s all about the customer: Streamline order fulfillment In addition to online shopping descriptions, it’s important to provide the necessary shipping information. Standards have been developed to support extended supply chain attributes specifically for e-commerce fulfillment. Shipping package dimensions–including size, weight, and hazardous material coding–help retailers ship customer orders more efficiently. Other extended attributes like Consumer Available Date and Lead Time support drop-shipping to customers, which has become more widely used by retailers. Source: GS1 Extended Attribute Guide R2.0 05-05-2016 Watch our recent webinar, Catalogue–Extended Attribute Project, for more about how Active Catalogue can help you manage extended product attributes. To learn how you can implement a customer-centric supply chain, download your copy of Smart Trading Networks Define the Future of Retail Success.

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Artificial Intelligence and EIM

Artifical Intelligence

During a recent visit to Los Angeles, California, I happened to stay at Residence Inn Marriott at LAX. Unable to sustain my hunger pangs in the middle of the night, I ordered some food. And I had the best, and the most surprising experience!. The food arrived quickly and was not carried by a server, but a robot – Wally! Wally is a 3 feet tall robot that moves on wheels, can be programmed for the room number and delivers to the room. More than being served by a robot, I was fascinated by the amount of information processing and intelligence built into the machine to be able to take precise turns, get on the right elevator, reach the correct floor and then the correct door number! I was later told that the number of foot falls and the room service requests have increased since Wally has been put to service. Piqued by my interest, I later found Hilton Hotels also deployed a robot “Connie” as a concierge at Hilton in McLean, VA. Connie can greet the guests and answer their questions about the services, amenities and local attractions. Named after the Hilton chain’s founder Conrad Hilton, Connie is powered by machines delivering Artificial Intelligence (AI). Robots delivering a great experience to hotel guests are an example of how Artificial Intelligence coupled with devices can perform tasks that are repeatable, process-oriented, rule-based operations.  AI works on the principle of analyzing data, identifying patterns and turning data into information that may be useful in decision making. This form of AI has been very popular and has been in existence for a long time. Its populist nature and long term existence stems from the underlying principle that it is rules based and can only predict from a fixed set of probably outcomes, based on the information already provided. This form of AI was initially seen in 1997 when IBM’s Deep Blue won a game against Garry Kasparov – Chess Grand Master. Though the computer was retired soon after, the concept of a machine adapting to a large set of rules and able to make decisions became a reality. Later, Apple’s Siri, Google’s Google Now, Microsoft’s Cortana and Amazon’s Alexa enhanced the powers of AI and entered our daily lives. This form of intelligence which is primarily ability to compute is known as Applied AI or Weak AI or Narrow AI. This is developed quickly to solve a purpose. Amazon, Apple, Google, Microsoft have yet not ended their quest in being your own personal assistant. They are aiming to be able to understand your emotions when you talk to them, which requires a context in which the data is provided to them. And with this, they want to develop the ability to be able to negotiate decisions for you. Tesla and Google have already tried to take it to the next level by releasing autonomous auto driving software and devices. AI in the true sense. This form of AI is known as the General Purpose Artificial Intelligence. AI is exciting and is growing in presence and applications every day. The stories from Sci-Fi are becoming reality sooner than later. However, at the heart of its growth lies the importance of abundance of data. Data that can be managed, mined, analyzed and processed to get information. Enterprise Information Management has an important role to play in the growth of AI in enterprises. With its ability to store, manage and present data, EIM is only bridging the gap today.

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Want to Know What Your Peers are up to? – Join the Customer Conversations at Enterprise World

Enterprise World

Attending conferences like OpenText™ Enterprise World provide some of the best opportunities for you, and your company, to take your game to the next level. While we can do lots of research online and keep up with our peers via social media, there’s nothing like being in a room of like-minded people. People who are willing to take time away from the office to learn something new. People who are happy to disconnect from being online and network in person. Attending conferences can provide unique opportunities that you won’t find anywhere else. At Enterprise World you’ll be able to network with people who know what’s going on in your particular space, not just OpenText staff – although there will be plenty of opportunity to meet with our experts – but other customers who know things you need to know, and can answer your questions too. Whether you attend some of our forty Customer Experience Management focused breakout sessions, or sit in on a Theater presentation, catch a product demo on the Expo floor, or just start a conversation over a cup of coffee you’ll discover that you are not alone in wanting to improve your skills and bring back something of value to your organization. Talking and listening is a great way to get ideas and feedback from others who may be facing the same business and technical challenges that you are. To help with this we are lining up a great roster of customer speakers who want to share their stories, in sessions, panels, and socially. In fact, we will be kicking off the whole CEM track with a track-keynote from a customer. What a better way to start than with a real-life example of how implementing a CEM strategy and solution can bring you and your company real benefits? As with all good conferences, Enterprise World will have many opportunities for attendees to mix and mingle, form new relationships, and strengthen existing ones. Over coffee, lunch, or cocktails, you may make a connection with the just the right person to help answer some of your questions. At a breakout session you may find yourself sitting next to someone who can provide advice or suggest new approaches. Customer presentations may spark new ideas or open up solutions that you hadn’t even thought of yet. Personally, I always return from a conference with new ideas and approaches that make me more effective. Enterprise World will provide a unique convergence of networking, learning, and fun into a single package; and like all good conferences force you to grow and challenge yourself. If this all sounds like a great reason to spend July 10th to the 13th in Toronto, then make sure to register and we’ll see you there.

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New IDC Study – 66% Would use B2B Outsourcing to Support Digital Transformation

Digital Transformation

Over the past few months I have posted several blogs relating to digital transformation across the supply chain. My last blog discussed how OpenText’s Enterprise Information Management (EIM) solutions could potentially support an Internet of Things (IoT) platform and an article on Spend Matters looked at how B2B integration and B2B Managed Services are a core part of today’s digital transformation projects. So what’s driving this interest in digital transformation?  After all ‘digital’ emerged in the 1980s but this time around companies around the world and in different industries seem to be taking it more seriously. Why? Customers are driving the need. At OpenText I have met supply chain executives around the world and the subject of digital transformation is a hot topic, especially as it allows companies to leverage new and exciting technologies such as IoT and wearable devices. In customer meetings two key trends started to emerge, firstly companies were keen on establishing a ‘digital backbone’ across their business (to integrate external trading partners to internal business systems) and secondly companies wanted to consider outsourcing the management of their B2B integration platform so that they could focus internal IT resources on new digital transformation projects. Last year this got me thinking, does digital transformation drive supply chain transformation? Certainly an interesting theory and one that I was keen to explore in more detail. Over the years we have completed research projects with the analyst firm IDC so I was only too pleased to engage with IDC on a new study relating to digital transformation in the supply chain. The timing for this study was perfect, not only from a market interest perspective, but digital transformation is a key focus for OpenText and through this study I wanted to prove that B2B Managed Services could support digital transformation initiatives. I want to use this blog to highlight some of the key findings from the study. Due to the large amount of survey data obtained from this particular study I will post further blogs by different industry sectors, regional aspects and also the technologies being adopted today. So where shall I start? Last December we worked with IDC to send out a survey to 254 companies across five different industries and seven countries around the world. I wanted to test the hypothesis of whether digital transformation was driving supply chain restructuring initiatives. Over the years we have found that when companies restructure their supply chains they will consider outsourcing their B2B integration so they can focus on the restructuring process at hand. Overall, digital transformation was widely known, as a definition, across nearly all the companies surveyed, only 7% were not sure what digital transformation actually entailed. 57% of respondents said that their business had appointed a Chief Digital Officer (CDO), however some believe this is more of a transitional type of role as it is expected that the traditional CIO role will absorb this activity moving forwards. However when you look at the role of the CIO in recent years it was about ensuring for example that an ERP system goes live on time or a new warehouse management system could connect into various supply chain solutions. Today, and maybe this is why the CDO role has emerged, the CIO has to embrace new types of networks, new types of devices connected to these networks, and new types of information coming off these devices that needs to be processed, analyzed and then archived. In terms of the maturity of digital transformation projects, the survey had a range of results from 36% of respondents saying they considered themselves as a ‘Digital Transformer’ (business is a leader in its markets, providing world-class digital products, services, and experiences) to only 8% who said they considered themselves as a ‘Digital Resister’ (business is a laggard, providing weak customer experiences and using digital technology only to counter threats). So clearly there is more work to be done to help companies move along the digital transformation maturity curve and of course OpenText is here to help. The interesting observation in the enterprise world is that there are five pieces of disruptive technology that have been embraced more than other technologies and these same technologies are driving consumer driven markets as well. For the purposes of this study we wanted to understand which technologies were being adopted across supply chains and how these adoption rates would grow over the next three years. The table below provides an idea of the technologies that we surveyed against as part of the study, this chart shows technology adoption at the time the study was conducted in December 2016. From a technology adoption point of view there were some interesting observations. 70% of respondents said they were using B2B cloud networks today, interesting given that cloud really started to go mainstream in 2010. After cloud, IoT projects were the next most important investment area but interestingly machine learning and artificial intelligence is going to have the fastest growth rate over the next three years. Some other observations: The great thing about this study was that it was cross industry and covered the main industrial centers around the world. Given IoT is one of the main focus areas I thought it would be interesting to highlight the benefits that companies in different countries have realized from this disruptive technology. The table below ranks the benefits of IoT across some of the countries surveyed as part of this project. In addition to regional cuts of the survey data, there are detailed findings at an industry level. The chart below shows three of the five main industries that were surveyed and the expected benefits these industries have realized with the deployment of IoT based solutions across their supply chains. Needless to say many hours could be spent analyzing all the technology adoption levels by different countries and different industry sectors! So then moving on to how digital transformation is driving supply chain related restructuring initiatives, once again some really interesting findings as can be seen by the following statistics. In order for companies to implement new digital transformation strategies, the survey demonstrated that there is a certain amount of preparation or IT restructuring that has to take place before new technologies can be deployed across a supply chain. However to ensure that companies can focus on this restructuring and then implement these technologies with ease, there are certain business activities, such as B2B integration, that could be outsourced to a trusted partner. In analyst related studies there is usually a ‘golden nugget’ of information that helps to justify the whole research project. So when we asked the question about whether outsourcing the management of B2B integration would help free up internal resources to focus on new digital transformation initiatives, we found a surprising result. 66% of respondents said they would consider outsourcing their B2B integration to a trusted partner. This was an interesting study for another reason, it demonstrated that companies were thinking about their EDI or B2B integration strategy when considering the adoption of new leading edge technologies such as IoT and machine learning. This also helped to demonstrate that EDI was in the next stage of its evolution, a journey that has lasted more than 45 years so far. I have only scraped the surface in this blog with some of the results from this new study and I have more blogs planned that will provide further technology and industry specific insights from our new study, as well as webinars in the near future with IDC to discuss the findings. In the meantime if you would like to download a copy of this new IDC study then you can do so here.

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Getting Hands On With Release 16 and OpenText Professional Services

Professional Services

Over the last year OpenText™ Release 16 solutions have been implemented by customers around the globe. With the acquisition of complementary document and customer experience products in the last 12 months, OpenText now has the most complete, integrated digital information platform in the market. As your organization focuses on an EIM strategy, OpenText Professional Services can provide the “how to” guidance and hands-on expertise needed to plan, integrate and execute effectively with our solutions. Our Professional Services teams have amassed a wealth of experience and best practices working with our customers on planning, designing and building end-to-end solutions that support and optimize key business processes. There is no better place to gain practical assistance and guidance than Enterprise World 2017 in Toronto, Canada July 8-13. This is the largest event ever for our services experts to be there to help you with your EIM strategy, Release 16.x upgrades, consolidating and integrating legacy systems, migrating to the cloud and realizing EIM benefits of all types. Here are some highlights from the many “how to” opportunities available at the event: Learning Services Training Over 35  training courses and workshops will be offered in Toronto. Make the most of your Enterprise World experience by joining these different interactive and informative sessions that will be presented by OpenText experts on July 8-10. Some sessions focused on how to make the most of Release 16 include: OpenText EIM Adoption Strategy Workshop: 2 day course (U-TR-6-5009) Upgrading to Content Server v16: 1 Day Course (U-TR-3-0137) Process Modeling for Process Platform v16: 3-day Course (U-TR-4-4913) Content Server Installation and Configuration v16: 2 Day Course (U-TR-3-0187) Engineering Document Management Suite: 2 Day Course (U-TR-2-0235) Implementing OpenText Media Management v16: 3 day course (U-TR-3-0805a) Documentum Technical Fundamentals : 3 day course (U-TR-3-8010a) Meet with our Professional Services Experts in the Expo hall There will be a significant area focused on Services in the Expo hall this year. Join us at the theatre to learn how to: Upgrade to Release 16.x Migrate to the OpenText™ Cloud Reduce TCO with Optimize service programs Realize EIM strategic goals with Release 16 Practical applications for OpenText™ Content Server Learn how GDPR will impact your business Bring your questions to the Professional Services Expo Theater and our Services experts will be happy to share insight and options for you. Professional Services led Breakout Sessions Optimize your investment with OpenText Services Programs (EIM-100) How to Measure and Enhance User Adoption (EIM-200) GDPR for Compliance & Business Advantage – 10 Things You Can Do Now (EIM-300) OpenText Cloud Breakout Sessions OpenText Cloud – Strategy, Offerings and Meet the Experts (CLD-200) Reduce your TCO by up to 40% by Moving Your Application to the OpenText Cloud (CLD-100) Hear from the Experts on the How, Why, What, Where & When of Moving to the Cloud (ECM-210) Breakout Sessions: EIM Strategy and Total Cost of Ownership Fueling Digital Transformation with Secure Information Exchange & Omni-Channel Messaging (BNN-203) Creating Intelligent Analytic Bots for Slack Using OpenText Analytics (ANA-203) Business Performance Management Analytics (ANA-100) Enterprise World 2017 offers the best chance to learn about the advantages or EIM, the benefits of Release 16 and to gain insights and concrete “how to” advice from our Services experts. Register for the event, the courses, the breakouts and the meetings. We look forward to seeing you there! For more information visit our Enterprise World 2017 site.

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Personalized Public Services Require a new era of Information Sharing

personalized public services

Citizens want to interact digitally with government. It’s not just the young. People of all ages are happy to have service delivered digitally as long as they are targeted, easy to use and secure. Personalization not only offers a better citizen experience, it can deliver the holy grail of agile, low cost operations. All it takes is a new era of information sharing between government, NGOs, businesses, communities and individual citizens. So, where do we go from here? It’s time to re-assess. I want to suggest that the first generation of digital Government – think of it as eGovernment 1.0 – is reaching its conclusion. We knew there was a need to deliver services digitally and we wanted to be able to provide them on the channel that the citizen prefers. It would radically improve citizen experience and make our operations more efficient. Well, there’s some good news and there’s some bad news. The good news is that digital adoption has been a success. Over 40% of respondents to a recent survey reported that the majority of their interacts with government were digital. Almost 90% stated that they want to maintain or increase their digital interactions. The bad news? Only a quarter of the people surveyed by Accenture were actually satisfied by their digital interactions with government. Consider that the respondents’ top five priorities included ‘the ability to have my question answered definitively’ (91%), to ‘be able to see the status of my request or activity’ (79%) and  ‘information organized by my need or issue'(69%) when it came to digital public services. It’s clear the investment made in digital government has yet to consistently deliver the level of information and personalization that citizens want. UK government minister, Ben Gummer has stated that although their digital services ‘delivered excellent web interfaces that better met user needs, back-office processes were often unchanged. In eGovernment 1.0, our focus on citizen experience – while perfectly justified – is failing to deliver the full benefits of Digital Transformation’. eGovernment 2.0 So what about eGovernment 2.0? McKinsey says ineffective governance; a lack of web capabilities and a reluctance to allow user involvement have held eGovernment 1.0 back. I’d like to add something a little more fundamental to that list: a model of information sharing at the heart of service provision and delivery. This is implicit in how the OECD defines ‘digital government‘ which, it says, relies on an ‘ecosystem composed of government actors, non-governmental organizations, businesses, citizens’ associations and individuals, which supports the production of access to data, services and content through interactions with the government’. This requires a new ethos for the sharing information in a sector where even different departments within the same government organization have jealously guarded their own turf. To fully benefit from digital government, the walls have to come down between departments and agencies while becoming much more porous when dealing with the private sector and the individual citizen. Personalized Public Services  In order to achieve the ambition of the personalization of service, governments have to move from the position of service provider to service facilitator or broker. The citizen needs to be able to self-select and self-manage if personalization is to be fully adopted. There has to be an acceptance that this is not something that government can achieve by itself – and, in fact, there are great benefits to be achieved in terms of cost of taking a partnership approach with citizens and private enterprise. We will see an increase in the co-creation of services as we move into eGovernment 2.0. There is plenty of evidence of it beginning to happen. The US Smart Cities open data initiative is a great example of encouraging government, the private sector, NGOs and citizens to collaborate and jointly develop solutions. Underpinning this collaborative approach to delivering co-created personalized services has to be a government platform that allows for the open and secure exchange of information. There has to be a means to centralize access to all content in order that all parties can access and interrogate all the information – both structured and unstructured data – surrounding an issue or service. While the current focus has been on the creation of ‘open’ data that anyone can access, reuse or distribute, there has to be a move towards an Enterprise Information Management approach  that can deliver the single view of service information. There are, of course, many challenges – not least the difficulty of sharing sensitive information between public and private sector organizations. The passage of the Cybersecurity Information Sharing Act to enable information sharing between public and private bodies on something as uncontentious as tackling Cybercrime shows the complexity opening the exchange of critical data. Next month, I’ll look at approaches to governance that can enable this new era of information sharing. In the meantime you can read further blogs on government-as-a-platform and agility, and digital transformation vs digitization.

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OpenText at Sapphire 2017


1 and 0 – the two numbers that make up Binary – the foundation some would say of all computing. But also, 10 means other things – a decade in years, 10 Downing Street is the home of the British Prime Minister, 10 is the atomic number for Neon of which there will no doubt be plenty on display around Orlando at Sapphire, 10 is the number of provinces in Canada – the home of OpenText who are also in the top 10 world’s largest software companies. This year at SAP Sapphire you will see the number 10 used liberally at the OpenText stand because, first and foremost, this year celebrates the 10th year of our Solution Extension relationship with SAP. It is with great pride that we have continued our run of winning the Pinnacle Award from SAP again this year. Only 19 Pinnacle awards are given out each year, and this the tenth (10) year that we have won in the category of Solution Extension Partner. However, this year we have gone one better and won 2 Pinnacle awards. Not only have we been recognised as Solution Extension Partner of the year, but also the DDM Partner of the Year based on our strategic roadmap of innovation and our history of satisfied and successful customers. But 10 is also important as we have 10+ Solution Extensions for SAP – all of which received a new software release, EP2 this month. You can read about the latest innovations in this blog.  Each of these products complements the SAP solutions from ERP to SAP, Hybris to SuccessFactors, and S4/HANA and Cloud. But why else is 10 important? At Sapphire we have 10+7 breakout sessions – including 8 customer round tables where you can meet and speak to customers such as NRG, Florida Crystals, General Motors, Salt River Project and Mars Group about their use of our joint solutions in increasing business value, reducing cost or delivering a comprehensive brand management solution. You can view the agenda here (note places are limited so please book ahead). Finally, to celebrate this 10th year we have a truly tremendous prize raffle on our stand. As well as the usual giveaways options this year on our stand (number 730), one lucky winner will receive a $10,000 trip of a lifetime to any destination (or destinations if you fancy multi-stop) in the world. Anywhere. So if you’ve always fancied seeing the sun rise over Mount Everest in Nepal, catching a bullet train in Japan, drinking sundowner cocktails overlooking table mountain in Cape Town, watching the Formula 1 Grand Prix in Monaco – these are just a few possible destinations. I’ve also conducted a poll in our office to get more ideas and suggestions on where you could go – view the slideshare below to find out more. Legal smallprint: Terms and conditions apply, they are available to read at the OpenText booth. So please, come and meet us at the OpenText booth to discuss your SAP solutions, learn more about OpenText and potentially win that trip of a lifetime – we’d love to talk to you about how we can help you Run Digital.

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The Luddite Fallacy: How AI Will Change the Jobs We Do

Artificial intelligence (AI), robotics, and machine learning are automating jobs and bringing sweeping societal change. While this is not a sudden shift, the impact of this disruption is spreading to roles once considered “safe” from automation. We’re seeing automation move from the auto manufacturer’s floor to the legal office, the writer’s desk, the surgeon’s table and beyond. The Luddite Fallacy The thought of job automation is a worrying thought for many people. The idea of losing a job to a computer or robot is obviously unsettling. But, while the Luddites (which I wrote about here) saw an impact on their livelihoods long-term, automation generally created greater wealth and more jobs. This is commonly referred to as the ‘Luddite Fallacy’—the belief that the technological disruption of employment is unique to the present, and will fracture society as we know it. Yet, time and again we see that while a process may be turned over to machines, humans still play a large, and often more satisfying role. Automation-ready Industry Sectors It’s undeniable that automation and AI are making their way into our daily lives. Amazon Go is eliminating the need for cashiers, and self-driving vehicles won’t need truckers and cab drivers at their wheels. Artificial intelligence is beginning to diagnose disease, perform surgery, and even write film trailers. On the face of it, the sectors most affected by automation are manufacturing, wholesale and retail, and transport and storage. Examples of retail exodus are not hard to find; in the U.S., h.h.gregg, Rue21, and JC Penny all announced plans to close a total of 758 stores collectively. In the first half of 2016, the U.K saw more than 15 shop closures a day across the country, and the number of new openings has now fallen to the lowest level in five years, according to a report that highlights the pressure on the retail sector. In retail labor, Amazon has had a huge impact, with warehouse automation all but replacing traditional shipping and packing work that used to be carried out by people. On a typical Amazon order, employees will spend about a minute total taking an item off the shelf, then boxing and shipping it. The rest of the work is done by robots and automated systems. But nuanced human interactions are much harder processes to codify. While managing a machine via software is the norm, automating the deeper “thinking” tasks is much more complex, and until now something that could really only be managed by humans. But technology is now affecting those roles once considered “safe” from automation. The legal profession, once heavy with tradition and a lifetime of experience, is slated for transformation via AI and eDiscovery platforms that can review and create contracts, raise red flags to spot potential fraud and other misconduct, do legal research, and perform due diligence before corporate acquisitions—all tasks that are typically performed by flesh-and-blood attorneys. Automation Touches Every Role From the factory floor to the Boardroom, no position will be untouched by automation. Research suggests, “even the highest-paid occupations in the economy, such as financial managers, physicians and senior executives, including CEOs, have a significant amount of activity that can be automated.” The trend towards automation is one that reaches worldwide. In the U.K., up to 30% of existing jobs are susceptible to automation from robotics and AI by the early 2030s. In the U.S., that number is 38%, in Germany 35%, and in Japan 21%. Life in the Automated World Working life will change radically as we embark on the fourth industrial revolution. The world is ablaze with new ways to automate, and while it is hard to embrace change when it is perceived to threaten your livelihood, perception is not necessarily reality. I believe that job creation—and more specifically interesting job creation—is as much an outcome of automation as job elimination. The challenge is to leverage new automation to improve our way of life—not just eliminate jobs. Technology will radically change the sort of roles we all do—it always has—but we have the opportunity to embrace the areas of technology that can take our abilities from human to superhuman. Learn more about how you can digitize, automate, and optimize your enterprise information flows with OpenText.

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Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)


In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization: Get Ready for the GDPR, I had the opportunity to deliver a mini-presentation on how marketing will change once the GDPR goes into effect on May 25, 2018. Imagine just one year to ensure compliance?  It seems a year is a lot of time but in reality it isn’t. And if you think this only applies to EU firms, remember that this affects any company processing the personal information of EU citizens. The purpose of this blog is not to provide exhaustive detail about the extensive regulation, but to remind you of your options, and to provide thoughts and considerations for marketing personalization under the GDPR. With any regulation, organizations can make one of the following decisions: Ignore it – Ignore the GDPR and continue to provide customized offers without consent Avoid it – Cancel specific marketing programs; we just can’t do these anymore Embrace it – Find a better way and implement tools to drive marketing content including upsell/cross selling Logic tells me that you will select embracing this regulation and as you are going through your change cycle you will get to stage 5 – Understanding to Awareness – quicker than you imagine. So in other words, you will need to disrupt yourself in order to embrace the change. Customers Want It With that being said, let’s talk about specifics. A recent study found that 90 percent of consumers have privacy concerns, but seek highly personalized and tailored customer service. Personalization is key to modern customer experiences and customers will make purchases and loyalty decisions based on the level of individualized service they receive. In order to continue to deliver personalization within the realm of GDPR, marketing must continue to develop the appropriate campaigns, messaging etc. to their target audience, keeping in mind that the audience has provided the appropriate consent. CX is Worth It Delivering a seamless and connected Customer Experience is becoming the most effective way to market your products and services. Marketing tactics we all embraced 10 years ago have been replaced with the internet of service ushered in by social media over the past 5 years. This suggests that good customer service is now at least as valuable as good marketing. Or better stated, good customer experience is good marketing. Today’s consumers don’t want to be sold to; they refuse to yield the power. The unique selling proposition has been replaced with the unique buying proposition. The table has completely turned. I encourage you to visit the resources below to learn more about GDPR and how we can help. The first resource contains a recorded webcast as mentioned above that you can view and learn at a high level what the GDPR is and detail about the regulations. In the webcast, I provide a brief presentation titled GDPR and the Future of Marketing. Pay attention to two areas that I cover: 1. Personalization with Consent and, 2. Consent Driven Personalized Experiences. The second resource provides a GDPR overview, information regarding how our solutions can help with the GDPR. Finally, the third resource provides information on our customer experience management portfolio. We will continue to provide additional information to help you prepare for the GDPR. May, 25, 2018 seems a long way off but time does fly by and you need to be ready. Until next time… Resources:

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5 Active Applications Sessions at Enterprise World

Enterprise World

If you are an OpenText™ Business Network customer (or if you are considering becoming one), we would like to invite you to OpenText™ Enterprise World 2017. We know that it can be tough to take time out of your busy schedule to attend an event, so we are working hard to ensure Enterprise World is relevant to you, your business, and the OpenText solutions you use. Previous blog posts about Business Network at Enterprise World include a summary of why you should attend and a post about the future of the digital supply chain. If you outsource your B2B integration to OpenText™ B2B Managed Services you may not be aware of some of the cloud-based supply chain automation applications we offer. These application provide additional integration and automation capabilities. Sessions at Enterprise World will describe these “Active Applications,” the problems they are designed to solve, and how they can positively impact your business. Here are 5 Active Applications sessions at Enterprise World that you should find valuable: Buying organizations need visibility into frequency of order errors or late deliveries by suppliers. See how these metrics provide the information to help identify potential problems in the supply chain and make adjustments. This session demonstrates supplier performance metric that enable manufacturers to manage under-performing trading partners—ultimately mitigating risk to business performance—and help determine the most strategic trading partners to do more business with. Your B2B integration program’s ROI is determined by the percentage of trading partner you integrate with. So how do you maximize trading partner participation and ROI? We’ll show you how OpenText can help you get your trading partners onboarded – through tools for community management (with new self-service features!), direct connect and EDI VAN enablement, and a web portal for non-digital trading partners plus onboarding services that free your staff for more strategic efforts. Your trading partners want to exchange invoices electronically so they can automate and reduce costs of invoice processing – and so do you. But e-invoicing has a varied set of formats, government requirements and integration challenges. OpenText B2B Managed Services and Active Invoices with Compliance work together for sending, receiving and storing e-invoices that comply with government tax laws and recent business to government (B2G) e-invoicing mandates. This session will discuss what you need to do to comply with ever changing e-invoicing regulations, including upcoming mandates for B2G invoicing in EU countries and the differences between compliance models in Europe and Latin America.  Don’t be shut out of these markets.  Attend this session and learn how to comply. Vendor Compliance is More Than a Manual – see how retailers are capturing vendor compliance violations and increasing accuracy to better offset expenses from shipping errors. Along the way they are also improving relationships with their vendors through clarity and visibility! We’ll show you how the OpenText deduction management solution works and how one customer used it to increase compliance while improving the relationship with their vendors. Active Catalogue & Your Data Synchronization Strategy – this session will explore the benefits of implementing and executing a data synchronization and product catalogue strategy, specifically with OpenText Active Catalogue.  Learn customer best practices, challenges and successes in deploying the Catalogue solution. Also attend to learn the  future direction of Active Catalogue. These Active Applications sessions at Enterprise World are only 5 of many sessions for Business Network customers. Plus, in addition to breakout sessions there are many other activities that you can participate in, such as industry breakouts, live product and solution overviews in our expo hall and a chance to test drive new product enhancements in our developer lab. This year Enterprise World is in Toronto, Canada, and if you are interested in learning more about how Business Network can support your B2B integration needs today and in the future visit our registration page. I hope to see you in Toronto in July.

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App Development for Structured Data at Enterprise World 2017

mobile workforce app development

The OpenText™ Gupta team is looking forward to seeing you at Enterprise World from July 10-13 in Toronto, Canada. You can learn all about high value software development for mobile workforce apps by visiting us at our pod in the exhibition area of Enterprise World 2017.  Here’s a few reasons why it’s worthwhile coming to meet with the Gupta team at Enterprise World this year: Learn how to empower your mobile workforce with digital processes See live demos on how to build mobile workforce apps for structured data Meet expert Sales and Technical staff and get answers to your technical and commercial questions regarding software development of mobile workforce apps Learn how your organisation can benefit from high value software development for mobile workforce apps Learn what the future holds for OpenText™ Gupta TD Mobile Read this blog to discover more about Gupta TD Mobile and how you can empower your mobile workforce. You can also request a free trial here. Click here for more details about attending Enterprise World 2017. See you in Toronto! OpenText Gupta TD Mobile Quick Overview Developing native mobile workforce apps requires developers for iOS™ and Android™ to have specialized and often expensive skills. Gupta TD Mobile offers one integrated IDE that uses high level-coding and data-access-configuration to quickly build native mobile workforce apps that work on all mobile devices, regardless of screen size, language, and mobile operating system at a fraction of the cost of native development. For organizations building cross-platform mobile workforce apps for mobile data acquisition, Gupta TD Mobile addresses the challenges of native development by simplifying, automating and accelerating mobile enterprise app development – greatly reducing the cost of mobile enterprise app development. Gupta TD Mobile offers no-coding, configuration-only database access to all databases, and easy access to Web Services and REST services to be able to feed data into all backend data systems with ease. Request a free trial of OpenText Gupta TD Mobile here.

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The Rise of the Machine

It is happening so fast it cannot be stopped. From Oxford to MIT to Harvard to the World Economic Forum, they all say the same thing: The Fourth Industrial Revolution (4IR) will automate up to 47% of all jobs in the U.S. over the next 20 years. This will motivate a labor migration greater than that of the Great Depression. Even at the lower end of this range, it will be a rude awakening in what some call “a world without work.” I am a believer that it will be a full-on technological revolution for robots, machines, and cognitive systems (incorporating analytics, artificial intelligence, and machine learning). Extreme connectivity, extreme computing power, and the new economics of automation are driving the rise of the machine. Jobs that are labor-intensive are at risk, especially when the cost of a robot is significantly lower than a human salary. For an employer, the cost of an employee (including salary, healthcare, and other benefits) can total $45,000 USD a year. A robot can do exactly the same work for much less and be more “reliable” in the process, requiring maintenance rather than benefits (robots don’t take sick days). It can also produce the same product or service at the same (or faster) rate in exactly the same way, every time. The more human incomes increase and benefit costs soar, the wider the crossover point grows, or if you will, the alligator jaws widen. This is the economic argument, not the moral one. The two arguments need to be solved, conjunctively. Machine-to-machine communication is driving vast increases in asset utilization and efficiency, more accurate information, and greater safety. For example, by the end of 2020, there will be approximately 53 million smart meters throughout the U.K. Will it make sense, or even be feasible, for a human to be dispatched four times a year to read and record the information and hand this to another human only to be correct 80% of the time? Engine monitoring—planes, trains, and automobiles—is a great advancement. Sensors in various locations can gather information about the engine. Fuel consumption, engine performance, irregularities, preventative maintenance, and more—all of this information is sent in real time to the operator for correction, or to machines for analysis, or to ground crews to ensure parts and labor are immediately available to get the asset performing again. The same goes for robotic handling, welding, assembly, dispensing, and processing. Over the last 10 years, the prevalence of industrial robots in welding has grown by nearly 100%. At the same time, U.S. manufacturing jobs have fallen 15%. In the auto industry today, one robot is employed for every 10 humans. Numbers are reaching critical mass. Researchers predict that by 2025, Japan will have 1 million industrial robots installed and there will be more than 7 million unmanned aircraft (or “civilian drones”) flying the U.S. skies. Over the next 10 years, there will be 60 million robots in the world. That’s the equivalent of the entire U.K. population! The rise of machines is real and reaching scale and the future of employment is being redefined. The business, ethical, and policy questions on how we treat a machine versus a human need to enter public discourse. As machines get smarter, more perceptive, better at manipulation, more creative and socially intelligent, more jobs become vulnerable. Here I am talking to a robot while checking in for a flight from Tokyo to San Francisco. The robot was useless. I tried to use one of those passport scanners and it could not read my passport, so I ended up speaking to a human and printing my ticket. The effects of the 4IR will be extended far beyond the workplace. In my next blog, I will explore the potential impacts it may have on individuals. To read more, download The Golden Age of Innovation. I’ll be taking this message on the road for Enterprise World. Learn more. I’d love to hear your thoughts. To provide feedback, or if you would like to see additional topics covered in future publications, please add your comment below.

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What a Year can do for you: Process Suite 16 EP2


It’s been a year since we brought Release 16 to the market, and how time flies! For OpenText™ Process Suite, Release 16 was significant with the new low-code application development capabilities. A lot has happened in a year. Low-code has become an industry standard term, and we’re seeing customers and partners around the world quickly building, testing, and iterating applications in days and weeks versus months or years. The adoption trend is definitely heading up and to the right. With the ability to address business needs more quickly and effectively, low-code application development is helping companies move forward toward their digital transformation goals. Thinking about digital transformation as a journey and not a destination redefines how we innovate, regardless of industry. Digital transformation accelerates the pace and scalability of a business, and it creates opportunities for new ecosystems to thrive. Yet it also demands more flexibility and speed to get applications to market and adjust them according to ever-changing market dynamics. So over the past year, with Process Suite EP1 and EP2, our focus has been to make low-code more effective and customer applications more impactful. In EP2 we’ve added major enhancements to improve the application development capabilities, from design time improvements in the entity modeling designer for creating, modifying, and customizing forms and building blocks to security enhancements that support conditional properties to manage access and passing of controls. These new capabilities and enhancements allow greater control and ease in developing the user experience for an application. To support the critical need of connecting processes and content, especially for case management applications, we’ve deepened the integration with OpenText™ Extended ECM for Process Suite, which enables users to connect documents to entities and configure for additional metadata. We’ve also added a new configuration report function that provides administrators with a complete report on various configurations related to Extended ECM in Process Suite and status to validate the configurations and take corrective steps if necessary. In addition to easing application design and adding greater forms controls, EP2 also improves integration with external systems to support a key need for case management: the ability to follow the case across applications and systems. We’ve made this easier with a series of enhancements that include a pluggable EIS connector framework to bring external data into Process Suite as entities to use in an application, the ability to import data from external databases and use them as entities in an application, enhancements for the EIS connector to manage external entities and integrations, and better support developer integrations. With EP2, it is now even easier for case management applications to do more, change more, and connect with content better. The tight integration between content and processes connects the right person, system, or thing with the content it needs—at the right time. To learn more about Process Suite 16 and how low-code can help your organization, check out the Process Suite Executive Overview or join us at Enterprise World this July and meet with process and low-code experts and customers who can answer questions and provide insight on how you can use Process Suite to drive toward your digital transformation goals.

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Personalize Wisely: The Do’s and Don’ts of Personalization


Do you know the best approach to personalizing your digital experiences? While personalization has been a top priority for many organizations over the past few years, personalization strategies are still “immature,” according to Forrester. The State of Digital Experience Delivery, 2017 , an April 2017 Forrester report by Danielle Geoffrey and Mark Grannan, says 64% of the DX leaders Forrester surveyed adopt only entry-level personalization – based on historical data. And only 25% are prioritizing the ongoing optimization of contextual relevance. Advance Your Personalization Strategy OpenText helps organizations successfully execute more advanced personalization strategies. One of our personalization and optimization experts, Patrick Akhidenor, led a bootcamp on Sunday at the Behave 2017 conference. Patrick, an OpenText™ Optimost client success manager, spoke about personalization best practices and also gave industry-specific ways to personalize, based on common data fields, page variables, testing iterations, and metrics. Attendees asked questions like where to start and how to prioritize while also not neglecting certain KPIs. Towards the end of the session, the audience broke out into teams and worked through some fictional personalization scenarios. Just “D.R.I.V.E.” Here’s an easy-to-remember acronym that Patrick shared on how to “D.R.I.V.E.” your personalization strategy: Data: Use available data points to identify and prioritize customer segments to personalize against. Resources: Consider allocation of resources as it pertains to every step of the personalization process. Ideation: Identify areas of the page or website that could benefit from testing and optimization. Outline recommendations for how to improve performance. Validation: Validate your personalized testing concepts through AB/MVT testing. Establish: Establish a continuous optimization process that allows your team to prioritize pages and KPIs throughout the year. Learn More View the presentation here: Alternatively, contact us at

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