Recent Posts

Do Oil and Gas Companies Have Their ‘Stranded Assets’ in a Sling With Over-Production?

oil and gas

So the Keystone XL pipeline has got a green light. Great news for US steel workers but does the oil and gas sector really need a bump in production? Oil and gas prices remain resolutely low and volatile, which is a potentially lethal combination. I believe more companies than care to admit are sitting on ‘stranded assets’ that can’t currently be profitably developed. So why are over half of oil and gas executives confident about the outlook for their business? The answer lies in collaboration and digitization. Oil prices are low and the prospect of $100 a barrel looks a long, long way off. To address this, there has been a great deal of talk about oil and gas companies becoming energy providers by diversifying into renewables. This may be a long-term strategy – recent research suggests 59% of oil and gas executives agree – but in the short term there is still plenty of life in fossil fuels. Like Mark Twain, the death of oil and gas companies may have been greatly exaggerated with one expert suggesting the end would be ‘nasty, brutish and short‘. With Deloitte reporting that $620 billion of projects had been cancelled or deferred through 2020, there is good reason for pessimism but also good reason for optimism. Exxon projects the world energy market to grow 25% over the next 25 years. Within that, it sees the growth on oil use being 19% and gas use experiencing a 51% increase in growth. In the short term, oil and gas companies will continue to focus on cost reduction – especially CAPEX – and that is leading a drive to increased and improved collaboration. In a sector that has witnessed mega-mergers and consolidation on a huge scale, the shift to collaboration makes a great deal of sense but requires fresh thinking. In recent research, two thirds of the executives surveyed said that cost pressures were driving more industry collaboration.  The key reasons were fairly predictable: to make projects financially viable, reduce risk and downside exposure, to gain access to new skills. The result is that the major companies can control costs but also work with smaller, more agile companies to gain access to a tier of projects that may not have previously matched their business model. The growth of collaboration is fueling a demand for greater industry standardization – almost 70% of oil and gas executives see greater global standardization initiatives throughout this year – through mechanisms such as Joint Industry Projects (JIP). The key to success in collaboration and standardization lies in Digital Transformation so it is no surprise that, where executives expect to see CAPEX falling, one area of investment that is increasing is digitization. Automation and Big Data are clear areas where digitization can bring cost and operational benefits but collaboration also requires a solid and secure digital platform on which partner companies and share information and collaborate. One Joint Industry Project to standardize subsea documentation led a company to suggest it could reduce engineering hours by over 40% through re-using documentation and reducing the review process. There are plenty of stories in the industry of where important documents can’t be found or the wrong version is used or submitted. Document standardization is one part of the solution. The other is an Enterprise Information Management platform that can bring all project documentation together in a single centralized system. Content can be effectively stored and retrieved with the correct version control and meta-data to ensure that only the correct documents are worked on – and that they can be called up instantly. More importantly, all partners can access the system to provide a digital platform to facilitate collaboration.

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OpenText WFO Video Series: Lessons Learned About Reporting to Executives

WFO Video Series

I’ve just taken a few moments to go back and read the 2017 Video Series blog posts that my colleagues and I have shared with you over the past weeks (you can easily do the same: links to the first seven blogs are listed at the end of this post). And in doing so, I’ve been reminded of the valuable advice that our speakers have made available to us all. The topic of this year’s series, Driving Contact Center Awareness Within Your Organization, is one that our speakers are definitely passionate about, one that they’ve given a lot of thought to and have put a lot of effort into within their own practices, whether as analysts or contact center leaders. I’m glad to be writing about this eighth, and final, question posed to our speakers because it really does serve as a kind of summary on the topic: What are some lessons learned about reporting to the executive team? In answering this question, each speaker reiterates the imperative for contact center leaders to be fully engaged with their own executive leadership. The success of the contact center depends upon it. And to a person, they all recognize that the success of the business relies on this close relationship as well. For instance, listen to what Keith Dawson has to tell us: “What [my clients] have learned, I think, is that we’re in a period of tremendous flux. We’re in a period where all the basic assumptions that we’ve worked with for 25 years are now in question…We need to be much more active instead of reactive. We need to get out in front of problems instead of waiting for them to come to us.” Keith warns us that you can have all this stuff, “you can have a vested and accountable leadership, you can have the perfect mix of tools and technologies,” but if you don’t have a fully engaged front line of agents, you’re not going to be able to provide an optimal customer experience. To further drive home the point, here’s what Jason Goodroe had to say when answering this last question in the series: “I’ve learned is how much [the executive team] cherishes how I’ve cared for the [contact center] team members. How we treat them, how we guide them, it’s those extra attributes that they really desire for us to do.” And Jason puts it even more succinctly when he reminds us that “a moment of recognition carries years of value.” Great advice. Like all of the insight offered by each of our speakers as they answered each question in the series. I hope that you’ll take a moment like I just did to read through the blogs and take into serious consideration the advice highlighted in each post. Better yet, listen to the recorded commentary to discover each speaker’s unique perspective on the topic. And definitely share links with your colleagues to the specific video clips from the OpenText™ WFO Software 2017 Video Series landing page. Advice like that offered by our speakers could just be what you need to move the awareness needle of your contact center with your executive team. In all, our speakers provide their insight related to eight questions about driving awareness of the contact center within your organization, and they explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? I also encourage you to join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages.  We would love to talk with you more. The OpenText WFO Software team has really enjoyed bringing this 2017 Video Series to you, and we hope that you’ll also check out our previous series and learn how interaction analytics can have a huge impact on your contact center and business. Here’s wishing you great success in your contact center initiatives.

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Are you on Track to Deliver the Right Picture?

digital asset management

I’ll admit it, I’m a total motorsports nut. If it has wheels and an engine I’ll happily watch it race. The number of wheels doesn’t particularly matter, two or four I’ll be trackside. So when I see a link to a work-related article online with a picture of a race car in the header, it’s pretty much a given that I’ll click through. Such was the case last week when a picture of a particularly lovely vintage Ferrari race car caught my attention. The article itself went one better by describing the challenges of systems implementation by using running the Indianapolis 500 race as a metaphor. You would think that would be the perfect post for me – yet it annoyed me. The reason? That Ferrari, the same one that had caught my attention in the first place. The problem was that while the article had consistently referenced the race at Indianapolis the picture was that of a Formula One race car. F1 and IndyCar are two distinctly different branches of the sport with very different cars. That Ferrari would never have raced in the Indy500. As much as I found the article interesting, the racing and content pursuit in me was irritated. Why didn’t they use an appropriate picture? OK I’ll accept the vast majority of people reading the article didn’t even notice the incongruity; a race car is just a race car isn’t it. Imagine instead that the article had been about Star Wars, and they’d used a Star Trek image, or about the Marvel movies and they’d used a picture of Batman (yes, I’m a geek too); or it had been about an industry you work in and they’d put up something related to one of your competitors. I’ve seen that happen when I worked in both aerospace and equipment manufacturing. Incidents like that immediate undermine your message’s credibility for those who have a degree of knowledge of the subject matter. Getting the right image on your message is important. I recently hosted a webinar on using social media and one of the areas we discussed was the use of images to accompany posts, blogs, articles etc. We talked about how images need to be: Relevant, Eye-catching, Symbolic, Thematic, and ideally original. The problems, like the Ferrari one, arise with an over reliance on search and stock art. That over reliance can lead to what I call the curse of The Millennial Man, where the same stock image is used over and over again by everyone. The Millennial Man refers to a photo that seems to accompany nearly every article that has the word “millennial” in the title. You know the one, the bearded guy walking down the street with a coffee in one hand, looking at his smart phone in the other hand. So how do you ensure that you are using the right images?  Don’t just search the web for something that might work. Use a Digital Asset Management platform that contains only brand approved art and images, or those that the company has licensed from an image library. Make sure that those images are correctly tagged with accurate and comprehensive metadata that makes searching easier and more accurate. It’s worth remembering that often the content about the content (i.e. the metadata) is more important than the content itself. Stay on track by considering the importance of metadata up front. Don’t just describe what is in the image, but think about what that image could be used to illustrate, what markets it might be appropriate for ( and just as importantly markets or circumstances where it may be inappropriate.) Defining a meta data strategy and managing it is a winning strategy.

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Enterprise World 2017 Will be ECM Like You’ve Never Seen Before

ECM at Enterprise World

ECM at Enterprise World 2017 will be unlike any other previous event. This year’s event will be the first to see the OpenText™ Content Suite platform standing side-by-side together with what used to be one of our main competitors, the Documentum group of ECM solutions. How big of a deal is it? In two, brand new reports examining the current ECM technology landscape, the highly respected analysts at Forrester Research ranked both Content Suite and Documentum as a leader in the ECM market. Yes, Enterprise World 2017 will have two headlining ECM acts. And we’re pulling out all the stops to show the OpenText community how our strategy to merge the strengths of these two leaders will benefit customers and partners in a number of areas: Stability and Confidence OpenText is a market leader in ECM and a world leader in delivering valuable learning and collaboration events for ECM practitioners. Enterprise World will give you first-hand insight into our plans to support and grow ECM solutions. Sessions dedicated to product roadmaps and convergence strategies are just the start; Enterprise World is also your chance to integrate yourself into the OpenText community, meet the product gurus, and ask the questions that are most important to you. Don’t miss: ECD-100 Documentum is now OpenText — What’s New and What’s Next? Focus on the forward-looking strategy for the Documentum ECM portfolio, exploring the current innovation agenda for Documentum as well as how our new pairing with OpenText adds interesting technology and capability opportunities to our future roadmap. ECD-101 Comprehensive Archiving — OpenText InfoArchive and Archive Center Roadmap Attend this session to learn more about the comprehensive roadmap for OpenText Archiving. ECD-203 The Latest Advances in Capture are Driving Business Transformation Highlighting the latest capture innovations that are driving business transformation today. In addition, we’ll discuss how to integrate these technologies into your existing capture and business system investments. Making the Most of Your Current Investment We’ve increased the number of ECM-focused “Product Update” and “How To” sessions by 50% to fully cover our expanded ECM portfolio. There’s a lot to talk about: new features and functionality, enhanced ability to extend ECM into the enterprise, improved app development capabilities, and more. You’ll learn how to optimize the performance of your current infrastructure — and be able to explore a whole new stable of complementary solutions — with everything from hands-on demos to ever-popular customer success stories to highly technical step-by-step tutorials. Don’t miss: ECM-100 OpenText Content Suite Advancements and Innovations Join our product experts for a review of the past year’s most important advances and a look into what’s coming in the near future. ECM-107 Using OpenText Extended ECM to Integrate Lead Applications and Improve Processes See a real-world example of how Extended ECM improves business processes across cloud and on-prem lead applications such as Salesforce®, SAP®, and SharePoint®. ECD-105 Enhance your Documentum Platform with OpenText Solutions for SAP® Explore the OpenText Suite of SAP solutions, with particular focus on Invoice Management and Business Center for smart capture and document processing in SAP. See how you can use these solutions with your Documentum platform today. Building for Future Success The concept and practice of ECM are changing as organizations embrace digital transformation — “Enterprise Content Management” is evolving to “Content Services.” But what does this mean? Cloud, mobility, apps, and integration will be critical to future success. At Enterprise World, you’ll discover how to prepare for tomorrow’s opportunities with a host of strategic sessions and thought-leadership keynotes. Don’t miss: ECM-210 Hear from Experts on the How, What, Where, When, and Why of Moving ECM to the Cloud OpenText cloud and ECM experts will outline options for ECM as a managed service in the cloud and share best practices and options to help get you started on the right path. ECD-107 SaaS-based LEAP and OpenText Core add value to Existing ECM Investments Pull up a seat as we demonstrate how you can add value to an existing repository such as Content Suite or Documentum, or implement LEAP separately to automate and transform any business process. You can register to attend Enterprise World here.

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New Business Models Emerge

New business models have emerged in the Fourth Industrial Revolution (4IR) that distinguish themselves from “the way business was conducted” in the Third Industrial Revolution (3IR). A common theme that has been applied to these new methods is disruption. Let us look beyond disruption and consider the distinguishing characteristics of these new models: From Analog to Digital: This is perhaps the most obvious. Every analog version of a product or service has a digital version. The quest to eliminate every piece of paper often requires the rethinking of a process. It could be the “Kodak Moment,” the elimination of the wallet and cash, removing a lockbox process, challenging a title process, redefining intellectual property, or going wireless with headphones. Challenge every analog process or product you have, even the very notion of being human. From Partners to Disintermediation: One of the distinguishing elements in the 4IR is disintermediation, or the removal of the middle person or partner, going direct, direct to the customer, buyer or supplier. We see disintermediation occurring in all industries. Direct in retail. Direct in software. Direct in insurance. The ownership of the customer or consumer is a new battleground for trust, brand, and share of wallet. If the intermediary does not add value, it will be destroyed. From Transactional to Subscription Economy: In the 3IR, we purchased products or services to own them. In the 4IR, we will subscribe to products or services. This will change relationships and processes from one time to recurring. Customers and consumers will desire more agility and flexibility. But do the math. There are breakeven models of owning versus renting. I find the answer to many of life’s questions is 42 (as in The Hitchhikers Guide to the Galaxy by Douglas Adams). In the case of owning versus renting, the breakeven point is usually 42 months. After 42 months, you are better to own. From Me to We: The Sharing Economy: The sharing economy, as it is called, is all about asset utilization. How do I utilize non-working labor or an idle car? Uber. How do I utilize an unoccupied room or house? Airbnb. How do I utilize programmers with available time? Code sourcing. How do I utilize the collective energy of a group of individuals? Crowdsourcing. And so on. These new business models are rooted at the nexus of the extreme changes in technology (connectivity, computing power, and automation) and a generational or societal change. Millennials are changing the way we do business. They are not shackled to tradition or location, they do not believe in the value of face time, they are impatient learners and seek immediacy, they prefer to learn through experiences, and they believe in life, not a work-life balance. Technology reflects life. This drives innovations like on-demand, public SaaS, Cloud, a sharing economy, subscription services, and disintermediation. After all, you can run your life today only using one finger on an iPad. In my next blog in this series, I will explore how industries will be transformed as a result of disruptive new technologies, business models, value chains, and buyer expectations. 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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Clarity First. Clarity Always – Managing Marketing Content in the Life Sciences

life sciences marketing

Marketing from the Life Sciences industry is constantly under the spotlight. US state and federal governments have handed out some eye-watering fines to pharmaceutical companies for false claims. Yet, consumers, physicians and Life Sciences companies all want the same clarity and transparency in the information delivered. Life Sciences marketing management systems need to change before the industry loses its most important asset: stakeholder trust. Operating within any heavily regulated industry is challenging and the penalties for non-compliance are rightly severe. When people’s lives are at stake, it’s clear that the marketing information has to be reliable and trustworthy. A 2016 Public Citizen showing that pharmaceutical companies had paid over $35 billion in fines over the last 25 years demonstrates that these standards have not always been achieved. However, research suggests that the public retain high levels of trust in the marketing information they receive. Kantar Media suggests that 86% of adults have had some form of medical test and 66% have had an annual physical as a result of being exposed to TV advertising. In addition, Harvard University found that over three quarters of people felt that pharmaceutical companies did adequately explain the side affects and risks of their drugs. So, most people think that Life Sciences companies are doing the right thing. They just want to be sure they can rely on what they’re being told. The limitation of modern marketing systems This is where the marketing environments within many Life Sciences companies – especially large global organizations – are currently acting as an impediment. They are constraining the agility companies need in order to fully grasp the opportunities in innovation and market conditions. They are inhibiting the ability to deliver excellent and consistent customer experience in an increasingly omni-channel world. More importantly, the lack of end-to-end control and visibility across all marketing activity and assets leaves huge potential for the type of error or over-sight that can lead directly to huge fines. The situation is totally understandable. The last decade has seen an explosion of sales, marketing and creative solutions. The result is siloed marketing ecosystems where many solutions that are incompatible with each other. Sales enablement, marketing automation, social media management, creative production systems and more all handle vital, sensitive information – almost always without any centralized control. Project management systems are often localized and provide little or no integration into the other marketing and creative systems. Add to this the need to collaborate and share information with partners and external agencies – frequently on a country-by-country basis – and the full scale of the challenge becomes apparent. The holistic approach to Life Sciences marketing What is required is a change in thinking. Life Sciences companies have to move away from a project-based tactical approach to marketing – focused primarily on campaign delivery – to a more strategic approach around the effective management and optimization of all the company’s digital assets. OpenText calls this Marketing Content Management. Marketing Content Management enables a Life Sciences company to take complete centralized control of all its digital assets and marketing activities across the entire global organization and its extended marketing supply chains. It brings together all the disparate systems that currently form the marketing ecosystem and allows the organization to take a holistic quality approach to the marketing information lifecycle for the first time. Embedded analytics help companies assess the efficiency of their processes as well the effectiveness What is most important about this approach is the level of control that the company now has. It can now ensure that information is up-to-date and correct as it passes through the marketing process. Policies and procedures can be put in place to manage all digital assets from initiation to disposal. In addition, information can be securely shared with partners and agencies. The organization can ensure that everyone works to its standards and adheres to its policies. This delivers a new level of brand protection as the marketing department will have full visibility of how its marketing materials are amended and deployed by trading partners such as resellers and distributors. Marketing Content Management eases the burden of regulatory compliance on the Life Sciences marketing organization. It delivers the transparency and auditability that means the company can ensure the information within this marketing activities is correct and reliable – and it is easy to provide the information should a regulatory agency require. It is the foundation upon which customer trust can be built and maintained. Download our infographic on the 10 Best Practices for Life Sciences Marketing Content Management to take the first steps toward improving marketing quality and process harmonization.

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Government-as-a-Platform: Toward a Digital Infrastructure Designed With Agility by Default

government-as-a-platform

The change of US presidency brings a focus on the agility of government IT systems. A rule of thumb is that you have 60 days to implement large mandates – 30 days for smaller ones – in US state and federal governments. These expectations place a strain on aging government systems that may not be able to effectively respond. I wanted to take a look at whether the “Government-as-a-Platform” approach of the UK government may offer a model that other Public Sector organizations could follow to build agility into their IT infrastructure – and provide a solid foundation for increased Digital Transformation. Let’s face it. No government on the planet has a spotless record on IT project delivery. Examples of high profile IT failures are easy to find. Bob Charette, Contributing Editor of IEEE Spectrum provided one (slightly tongue-in-cheek) reason for this: “A lot of times the systems are politically mandated in the sense that you have somebody on the Hill or Congress who will mandate a system and they’ll mandate a particular period of time and they’ll mandate the amount of money to spend and they have absolutely no idea what they’re talking about.” It’s not just the Public Sector. The history of large-scale IT projects shows a large number of programs where the costs rose exponentially and the expected benefits weren’t achieved. An incremental, evolutionary approach is always more likely to deliver than a big bang. This is especially true for Digital Transformation and that’s why, in my opinion, a ‘Government-as-a-Platform’-type approach has so much potential. The concept behind Government-as-a-Platform is simple: To create a technology infrastructure based on common, reusable components – systems, services, process, analytics, etc – that can be adopted across all levels of government to build systems, work collaboratively and share information. Kit Collingwood-Richardson, Deputy Director at the UK’s Department of Work & Pensions said: “We are going to have to start bleeding between organisational boundaries and say, we’re not this department or that department, but here is the service that we offer as a collaboration between departments.” The UK government believes Government-as-a-Platform will contribute £10 billion of efficiency savings between 2017 and 2018. Government-as-a-Platform could be seen as a response to to the EU eGovernment Action Plan for 2016-2020. The main principles includes digital-by-default, the once-only principle and the modernization of Public Administration using ‘key enablers’ such as Electronic Identification (eID), Electronic Documents (eDocuments) and authentic data sources. The key advantage, for me, is that encourages Public Sector organizations to focus as much – or more – time and effort on transforming their middle and back-office systems as they have on multi-channel digital service delivery. There is a very good reason why this is important. A recent survey into the status of eGovernment in Europe found that 81% of public services are now available online – that figure falls to only 3% when looking at fully automated services. Although governments have made major strides to provide services digitally, the speed and ease of use have advanced poorly according to system users within the research. In effect, the digital channels are in place but the actual services still need to be properly transformed. This is where the Government-as-a-Platform concept wins. It provides the building blocks for systems and data to only be created once and then shared on a cross-government basis. The ability for all government agencies to have one single view of the citizen allows for much more cost-efficient and effective service delivery. It allows the agility for new systems to be created to meet the deadlines set within political mandates. It also gives a basis for innovation and a new joined-up approach to what new services are needed and how they’re delivered. For the citizen, it means the trust and confidence that their engagement with public sector bodies – whatever they are – will be based on the proper and correct data. In essence, what Government-as-a-Platform describes is a comprehensive Enterprise Information Management (EIM) infrastructure. It’s built on the ability to bring structured and unstructured data together and allow people to collaborate using all the content and information within the organization. This centralized control allows for the use of analytics to define the insight into data needed for new service provision. It’s interesting to note that the Association of Chartered Certified Accountants (ACCA) recently found that Big Data came third out of the 50 forces leading change for the Public Sector globally. As importantly, selecting an EIM platform from a service provider like OpenText allows government organizations to introduce an evolutionary approach to Digital Transformation. The legacy systems that still reside within every level of Public Sector don’t need to be ripped out. Instead, they can be integrated into the central EIM system so that the benefits of Digital Transformation are realized and a longer term migration plan can be established for those systems that can’t support the delivery of modern digital services.

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90 Days in – Attend new ECD Product Roadmap Webinar

ECD product roadmpa

It’s been nearly 90 days since OpenText acquired the ECD business that includes Documentum, InfoArchive and LEAP. Having joined OpenText through the ECD acquisition, and with my ECD product management background, I thought it would be helpful to share some of my thoughts and insights from my first few months with the company, and the great progress I’ve seen during the transition. Commitment The OpenText Executive Leadership Team has unequivocally reinforced our commitment to the ongoing support and investment in ECD and our customers. The recently unveiled Documentum Suite roadmap clearly demonstrates a renewed focus on customer value through innovation and integration. While there has been some question of overlap, it is now very clear that the OpenText™ Content Suite and Documentum products address different use cases. This also extends to the Captiva, Life Sciences, Energy and Engineering, Public Sector, InfoArchive, and LEAP offerings that are now part of OpenText. These applications allow OpenText customers and partners to create user-focused solutions built on top of a micro-services SaaS architecture. This strategy has cemented OpenText as the leader in ECM. Our Progress Since January We heard your feedback, and since the acquisition closed, we have been laser focused on product strategy and the roadmap. With new OpenText offerings available for integration we began evaluating, in earnest, ways in which to bring immediate value to ECD customers. One such opportunity was OpenText™ iHub integration within the ECD Life Sciences suite, which Muhi Majzoub, OpenText EVP of Engineering, demoed live on the main stage at the recent Innovation Tour in Europe. Life Sciences customers now have a historical view into the time required to bring prescription drugs to market across geos, providing drug companies with better insight into planning for the rollout of drugs across the globe. iHub integration is also planned across the Documentum Suite to provide customers additional insight into the Documentum platform and user applications such as xCP and D2. And this is really just the beginning! We have much more detail to share on roadmap and integration plans for the full suite of ECD products, including InfoArchive, Captiva, and our industry solutions. ECD customers should rest assured that innovation in their products is alive and well and as Adam Howatson, CMO, said, “we will power our customers’ digital transformation.” I hope you will join us for the coffee talk on April 28 and take advantage of the opportunity to learn more first hand.

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Get up Close With the Latest in Customer Experience Management at Enterprise World

Customer Experience Management

Think you know all about the range of OpenText Customer Experience offerings? Think you’ve seen it all at recent shows, or even at last year’s Enterprise World conference in Nashville? Think again. OpenText™ Experience Suite continues to grow and evolve with new products, and exciting innovative new features for the existing products. Join us at this year’s Enterprise World in Toronto to get up close and personal with all the latest CEM developments. There will be more opportunities to see the products, talk with experts, and network with your peers than ever before. Plans for the expanded CEM demonstration area in the Expo hall include: Experience Suite CEM Lab where you can see the various CEM products working together to help deliver a continuous connected customer experience from engagement to customer insights. Digital Asset Management area where you can examine top flight DAM platforms such as OpenText™ Media Management, and MediaBin, as well as industry specific solutions like Content Hub for Publishers. Web Content Management solutions to create and optimize the web experience for your customers with tools such as OpenText™ TeamSite, Optimost, Web Experience Management and Web Site Management. Customer Communications Management will highlight the new Exstream 16 release offering a unified solution for ultra-personalized communications. WorkForce Optimization that enables you to capture the true voice of the customer with products such as Qfiniti and Explore. The CEM Extensions demo area will introduce you to other products and solutions such as Experience Analytics and more to further enhance your CEM capabilities. It’s not only the product demo area that’s been extended, there will be a greater number of CEM-related breakout sessions and presentations than ever before. There will be more opportunities to learn and discuss industry trends, listen to others tell how implementing a CEM strategy impacted their business, or do a deep dive into the technical aspects of implementing solutions. It’s your choice. Whatever your level of interest and expertise, there will be something for you. 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 look forward to seeing you there.

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OpenText WFO Video Series: What Tools Demonstrate Impact to Executives?

WFO video series

In my previous blog in this series for Question 3: How can the contact center align with the top priorities of executive leadership?, I started my comments with a quote from my favorite guru, Yoda: ““Do or do not. There is no try.” And I’m back to tell you that this bit of wisdom applies when it comes to the tools you need to implement to share the value of the contact center across your organization. To make my point, first let me suggest that you listen to what Donna Fluss, president of DMG Consulting, has to say about tools that are available in the contact center: “If you’re looking for one version of the truth and a way to align the goals of the contact center with those of the enterprise, then you’re going to want to use something called contact center performance management or CCPM.” Donna explains that this tool allows contact center leaders to quantify their performance and report into enterprise performance management (EPM) or corporate performance management (CPM) systems. This is important because, once the KPIs that executive leaders consider to be essential are agreed upon, they can be reported and shared throughout the organization on a timely basis. Speech analytics is a second tool that Donna considers to be essential in your effort to prove the value of contact center activities to executive leaders: “…there’s a lot of value in sharing that information [discovered in call recordings] because the contact center covers topics related to the entire organization, so it has insights into what happens throughout the organization.” This is definitely a “do, not try” contact center tool that you should put into place. And if you’re not already aware, speech analytics is one of the core technologies in the OpenText workforce optimization (WFO) suite – check out OpenText™ Explore to learn more. When it comes to tools at our disposal as contact center leaders, it’s not just about technology according to Donna: “Companies should use that [speech analytics] information to create change management programs, which is also one of the really effective tools that contact center leaders should be sharing and using with the enterprise.” I couldn’t agree more. What Donna is suggesting here – and what each of the other speakers in this series also emphasize – is that management tools are critical components of any effort to increase contact awareness within your organization. Jason Goodroe mentions surveys, focus groups…and skip-level meetings as critical to the success of the contact center initiatives that he leads at Aflac. Back in the day when I was a contact center leader, I also used skip-level meetings to effectively bridge the communication gap between management and executive leadership. Here’s an unabashed bit of self promotion: in my commentary, I explain how skip-level meetings can come in many different forms. The bottom line here is that you need to step into the role of contact center leader by getting beyond “try” and reach “do” by making your contact center an essential and valuable hub of employee and customer engagement By now you should be aware that our OpenText™ WFO Software Video Series features a number of contact center experts sharing invaluable advice on how to make this all happen. So please take advantage of the insights offered in these short video clips to hear what the others have to say about this important topic. In all, our speakers provide their insight related to eight questions about driving awareness of the contact center within your organization, and they explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? I also encourage you to join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts.  I do hope that you’re enjoying all of the insightful advice available in our 2017 Video Series, and you should also know that there’s a previous series that’s available, too. Check it out and learn how interaction analytics can have a huge impact on your contact center and business. It’s always a pleasure sharing with you. I hope you’ll reach out and keep in touch.

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What a Difference a Day Makes: Get up to Speed on OpenText Analytics in 7 Hours

Analytics Workshop

One of the biggest divides in the work world these days is between people with software skills and “business users” – the ones who can work their magic on data and make it tell stories, and… well, everyone else (those folks who often have to go hat in hand to IT, or their department’s digital guru, and ask them to crunch the numbers or build them a report). But that divide is eroding with help from OpenText™ Analytics. With just a few hours’ training, you can go from absolute beginner to creating sophisticated data visualizations and interactive reports that reveal new insights in your data. And if you’re within travel distance of Washington, D.C., have we got an offer for you! Join OpenText Analytics Wednesday, May 10, at The Ritz-Carlton, Arlington, VA for a free one-day interactive, hands-on analytics workshop that dives deep into our enterprise-class tools for designing, deploying, and displaying visually appealing information applications. During this workshop, you’ll gain insights from our technical experts Dan Melcher and Geff Vitale. You’ll learn how OpenText Analytics can provide valuable insights into customers, processes, and operations, improving how you engage and do business. We recently added a bonus session in the afternoon, on embedding secure analytics into your own applications. Here, you’ll see why many companies use OpenText™ iHub to deliver embedded analytics, either to customers (e.g. through a bank’s portal) or as an OEM app vendor, embedding our enterprise-grade analytics on a white-label basis to speed up the development process. Here’s what to expect in each segment: Learning the Basics of OpenText Analytics Suite Get introduced to the functions and use cases of OpenText Analytics Suite, including basic data visualizations and embedded analytics. Start creating your own interactive reports and consider what this ability could do for your own business. Analyze the Customer You’ll learn about the advanced and predictive analysis features of the Analytics Suite by doing a walk-through of a customer analysis scenario. Begin segmenting customer demographics, discovering cross-sell opportunities, and predicting customer behavior, all in minutes – no expertise needed in data science or statistics. Drive Engagement with Dashboards A self-service scenario where you create and share dashboards completely from scratch will introduce the dashboarding and reporting features of OpenText Analytics. See how easy it is to assemble interactive data visualizations that allow users to filter, pivot, explore, and display the information any way they wish. Embed Secure Analytics with iHub After the lunch break, learn how to enable secure analytics in your application, whether as a SaaS or on-premise deployment. OpenText answers the challenge with uncompromising extensibility, scalability, and reliability. Who should attend? IT directors and managers, information technology managers, business analysts, product managers and architects Team members who define, design, and deploy applications that use data visualizations, reports, dashboards, and analytics to engage their audience Consultants who help clients evaluate and implement the right technology to deliver data visualizations, reports, dashboards and analytics at scale If you are modernizing your business with Big Data and want your entire organization to benefit from compelling data visualizations, interactive reports and dashboards – then don’t miss this free, hands-on workshop! For more details or to sign up, click here. And if you’d really like to dive into the many facets of OpenText Analytics, along with Magellan, our next-generation cognitive platform, and the wide world of Enterprise Information Management, don’t miss Enterprise World, July 10-13 in Toronto.  For more information, click here.

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OpenText Content Suite and Documentum ECM Platforms Both Ranked as “a Leader” in Two New Forrester Reports

Forrester

Forrester Research, Inc. has just released two reports on the state of the ECM technology landscape, their Forrester Wave™ evaluations of Transactional Content Services[1] and Business Content Services[2]. In each report, both the OpenText™ Content Suite and Documentum product groups were ranked as “a leader.” So, two reports, two positions as a leader in each one for the OpenText ECM portfolio. We’re pretty happy right now. In case you’re not familiar with the Forrester approach to evaluating the ECM marketplace, back in 2015 their analysts decided one report was no longer enough to capture everything ECM platforms were being tasked with covering in the modern enterprise. They split their analysis into two focus areas: Transactional Content Services (TCS) –  focusing on ECM platforms’ ability to drive automation, efficiency, and paper elimination by integrating into high-volume, highly structured business processes. Content here includes the invoices, statements, web forms, scanned documents, and more that result from ERP, BPM, HCM, SCM, and CRM systems. Business Content Services (BCS) – focusing on managing the documents, emails, spreadsheets and multimedia that result from knowledge workers’ day-to-day activities. ECM platforms are evaluated on their ability to simplify user interaction, improve collaboration, and apply governance controls. Both reports score vendors’ performance in three primary categories: Current Offering, Market Presence, and Strategy. And our ranking in the latter is what makes the 2017 Forrester evaluations truly invigorating for us. The Content Suite and Documentum platforms each received the highest score among all vendors in the “Strategy” category of the Transactional report, and among the highest Strategy scores in the Business report. According to the Transactional report, “ECM vendors must show coherent technology, go-to-market, and partner strategies to help their customers be successful and manage their transactional content within a broad information ecosystem. This ecosystem includes on-premises and cloud-based enterprise applications, mobile use cases, and interoperability with other content management systems.” We believe these scores validate our vision for the future of ECM — a strategy that crystallized last year with the launch of Content Suite 16; and took a huge step forward with our investment in Documentum. In our view, successful ECM solutions of the future will allow organizations to leverage their current systems with the application of lightweight, purpose-built service apps to solve targeted business problems. Cloud-driven, user-friendly, and low-effort, these content services will reside in the background and will be fully integrated to promote productivity on both sides of the firewall. For OpenText, this means converging the strengths of two, class-leading platforms and extending their effectiveness with innovative new services built on LEAP technology. We feel Forrester has recognized the potential of this direction, and are more enthused about the possibilities than ever. Regardless of your role in ECM or current solution provider, the TCS and BCS reports from Forrester offer thought-provoking insights into the future of ECM. Download them and then join us at Enterprise World 2017 to carry on the conversation. [1] The Forrester Wave™: Enterprise Content Management — Transactional Content Services, Q2 2017 [2] The Forrester Wave™: Enterprise Content Management — Business Content Services, Q2 2017

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Enterprise World: Analytics Workshop Takes You From Zero to Power User in 3 Hours

Analytics Workshop

One of the great things about OpenText™ Analytics Suite is its ease of use. In less than three hours, you can go from being an absolute beginner to creating dynamic, interactive, visually appealing reports and dashboards. That’s even enough time to become a “citizen data scientist,” using the advanced functionalities of our Analytics Suite to perform sophisticated market segmentation and make predictions of likely outcomes and customer behavior. So by popular demand, we’re bringing back our Hands-On Analytics Workshop at Enterprise World 2017, July 10-13 in Toronto. The workshop comprises three 50-minute sessions on Tuesday afternoon, July 11. Just bring your laptop, connect to our server, and get started with a personalized learning experience. You can attend the sessions individually – but for the full experience, you’ll want to attend all three. Learn how businesses and nonprofits use OpenText Analytics to better engage customers, improve process and modernize their operations by providing self-service analytics to a wide range of users across a variety of use cases. This three-part workshop is also valuable for users of OpenText™ Process Suite, Experience Suite, Content Suite, and Business Network. Here’s what to expect in each segment: 1. ANA-200: Learning the Basics of OpenText Analytics Suite This demo-packed session serves as an introduction to the series, and will arm you with all you need to know about the OpenText Analytics Suite, including use cases, benefits and customer successes, as well as a deep dive into product features and functionality. Through a series of sample application demonstrations, you will learn how OpenText Analytics can meet any analysis requirement or use case, including yours! This session serves as a perfect lead-in for the next 2 sessions: ANA-201 and ANA-202. 2. ANA-201 Hands-On Workshop: Using Customer Analytics to Improve Engagement This hands-on session will introduce the advanced and predictive analysis features of the Analytics Suite by walking you through a customer analysis scenario using live product. Connect from your own laptop to our server and begin segmenting customer demographics, discovering cross-sell opportunities and predicting customer behavior, all in minutes – no expertise needed in data science or statistics. You will learn how OpenText Analytics can provide valuable insights into customers, processes and operations, improving how you engage and do business. 3. ANA-202 Hands-On Workshop: Working with Dashboards to Empower Your Business Users This hands-on session will introduce the dashboarding and reporting features of OpenText Analytics by walking you through a self-service scenario where you create and share dashboards completely from scratch. Connect from your laptop to our server and see just how easy it is to assemble interactive data visualizations that allow users to filter and pivot the information any way they wish, in just a matter of minutes! You will learn how OpenText makes it easy for any user to analyze and share information, regardless of their technical skill. Of course, we have plenty of other interesting sessions about OpenText Analytics planned for Enterprise World. Get a sneak peek at product road maps, exciting new features (including developments in Magellan, our cognitive software platform), and innovative customer use cases for the OpenText Analytics Suite. Plus, get tips from experts, immerse yourself in technical details, and network with peers, and enjoy great entertainment. Click here for more details about attending Enterprise World. See you in Toronto!

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Learn About the Future of the Digital Supply Chain at Enterprise World 2017

Digital

Over the past four months I have been busy supporting our Innovation Tour events. Starting off in Sydney last November, then on to Singapore, Tokyo, London, Paris, Munich, Stockholm and finally Eindhoven last week. The events were a big success and we had a significant increase in attendees compared to similar events we held early last year.The Innovation Tour events are a single day format with keynotes and guest speakers in the morning and then the afternoon is broken out into product or solution specific tracks. I supported our Business Network track at some of the events and we had around three to four presentations with various customer presentations weaved into the agendas. Business Network has come a long way since GXS and EasyLink were acquired by OpenText and these events provide an ideal platform to update our customers on the investments we have made and to provide some insights into our future direction. It is certainly an exciting time to be at OpenText, especially with new digital technologies being top of mind for many CIOs around the world. No sooner do I get back from our last event in Eindhoven, we are now heads down planning for our next event, our global customer conference, Enterprise World 2017,  in Toronto in July. This will be my fourth Enterprise World and each year the event grows exponentially in size. The event runs over a few days and the format of the event is essentially an extended version of our Innovation Tour one day events, but with a lot more activities thrown in for good measure. I will explain some of those activities in a moment. OpenText has made over 50 acquisitions in its 25 year history and these acquisitions underpin our Enterprise Information Management strategy to enable companies to digitize information flowing across their business and extended enterprise. Each of these acquisitions has been placed into one of the following six product divisions across our company. At Enterprise World we will effectively have an ‘event within an event’ and Business Network will have nearly thirty breakout sessions. This is a really comprehensive series of presentations, mostly focused on product and solution offerings but we will also be delivering some key sessions relating to the future of the supply chain and providing insights relating to a new digital transformation survey from IDC. As with last year’s event I seem to have been handed multiple plates to spin for this event, but I just wanted to provide some insight into five of the sessions I will be hosting at Enterprise World 2017. Session 1 – Over several decades, OpenText™ Business Network has evolved to embrace new standards, new technologies and new ways of working with customers and trading partners. Over the past 12 months Business Network has introduced many new capabilities to improve how we both deploy and manage your end-to-end information exchange and integration requirements. However there are new technologies such as cognitive analytics, Blockchain and Industry 4.0/IoT on the horizon, and Business Network will continue evolving to embrace new technologies and new ways of working. This session will provide insights on some of these new technologies and how OpenText sees them fitting into our evolving Business Network. Session 2 – OpenText recently sponsored a study from the analyst firm IDC to understand whether new digital technologies were leading to new supply chain transformation initiatives across a company. From drones and wearable devices to Industry 4.0, today’s CIOs are spending billions of dollars looking for ways to embrace these technologies across their respective businesses. I recently posted a blog on these technologies. This is leading to a need to modernize ICT and B2B infrastructures, establish new digital back bones and somehow manage these new digital initiatives while at the same time manage complex B2B environments. B2B Managed Services can not only provide a digital backbone which seamlessly integrates external trading partners to internal enterprise systems, it can also provide additional resources to manage your B2B environment leaving you to focus on managing your business and rolling out new digital initiatives across the extended enterprise. This session will provide key insights from the study. Session 3 – Trading Grid Analytics delivers powerful intelligence for your business to optimize supply chain efficiencies, spot opportunities, and mitigate risks, before they disrupt your business. Big Data and the Digital Supply Chain are two leading disruptive forces facing companies today. According to Gartner, “Analytics top the list of important initiatives for supply chain organizations to ensure their ability to support digital business.” This session will provide an overview of the key capabilities of Trading Grid Analytics and how it can offer deeper insights into what is going on across your end to end supply chain. Session 4 – Your business is faced with multiple demands and challenges. Whether internal initiatives, such as ERP consolidation; go-to-market strategies, such as M&A activity or channel expansion; or external forces and mandates, such as electronic invoice compliance, your resources are stretched thin. Attend this session to learn how OpenText B2B Managed Services can help your organization turn these challenges into opportunity and competitive advantage and shield your business from the complexities of B2B integration allowing you to focus on your core business activities. Session 5 – If your business runs SAP, then you have made a significant investment in an ERP system that simplifies how you manage your business operations. But how do you ensure that your extended enterprise and external trading partners can leverage this investment as well? This session will explain the benefits of integrating your SAP and B2B platforms together and how SAP’s endorsement of B2B Managed Services simplifies this process. This session will also explore how SAP is leveraging other Business Network capabilities such as global e-invoice compliance, notifications, and cloud fax to enhance SAP’s solution offerings. Now I have only covered five of the sessions I will be presenting at Enterprise World 2017, we have many more for you to attend!, more details on those in future blogs. In addition to these breakout sessions there are many other activities that you can participate in, for example industry breakouts, live product and solution overviews in our expo hall and a chance to test drive new product enhancements in our developer lab. Our event this year will be held 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 then I would suggest taking a look at our registration page which can be accessed below. I hope to see you in Toronto in July!

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The Impact on Business

The Fourth Industrial Revolution (4IR) is servicing new market needs while simultaneously disturbing existing products and services. New business models and value chains are emerging, and in some cases, supply and demand cycles are being slammed together to become one. In almost all cases, new entrants have an advantage over incumbents. New entrants have vast access to capital, have no legacy infrastructure to transition into the future, innovate at the speed of thought and without political or organizational boundaries, and investors are more interested in grabbing subscribers and market share than generating profits in the early years of the 4IR. Even more important than all of this is the ability to conceptualize in the 4IR, perhaps because the new inventors are borne of an age with a maniacal focus on the customer experience, transparency of their services, and a reinvention of how products and services are conceived, designed, delivered, marketed, sold, and supported. Business leaders need to transform their thinking along fundamental lines to break synchronous orbit and achieve exponential thinking. How do we deliver solutions that are more customer-centric, faster, at greater scale, and are disruptive and thus provide higher barriers to entry? In the 4IR, I see a new business codex: It is more important to be fast than perfect We need less data and more insight Conduct less planning, and encourage more experimentation (and at scale) Be customer-led, versus merely customer aware Talent, in many cases, is more important than capital The skills of critical thinking and creativity are more important than interpersonal and organizational skills Innovation is real time, iterative, and not a linear waterfall Experiment at hyper-scale It is one world; build one company Do for machines what we did for humans There is a new latticework for the 4IR. As the 4IR continues to disrupt, new business models will emerge. This is the topic of my next blog in the series. 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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When Search Meets AI, It Takes You Further

AI

Many think of AI as human-like robots or human-sounding voices that interact with actual humans, but the real value of artificial intelligence may derive from what it’s doing behind the scenes. For example, when unsupervised machine learning (a species of AI) is applied to enterprise content, it can develop a deeper understanding of that content and deliver insights to humans in instantly valuable ways. Content is about more than mere words; it’s about how words interrelate. By analyzing the statistical co-occurrence of terms across enterprise content from a range of sources, machine learning forms sophisticated models that can take search much further. It can identify concepts, extract phrases, suggest better queries, and pinpoint internal SMEs with relevant expertise—whether or not their written profiles even reflect it. AI-infused search helps people find what they’re looking for, even when they’re not exactly sure what that is. This is what OpenText™ Decisiv is all about. “Asia Not Asia” Imagine that you’re looking to understand more about your business operations in Asia. Your first instinct might be to search your various data stores for documents containing “Asia,” but will that term necessarily appear in the most valuable content? For that matter, how many documents will list city, state, country, and/or continent? Without machine learning, you would need an exhaustive search taxonomy to address all these variations. When a Decisiv user types “asia,” the system instantly and automatically retrieves documents that (1) contain the word Asia and/or (2) are conceptually related to Asia. This not only casts a wider net, it provides results based on a more sophisticated relevancy analysis than simple keyword searching could hope to deliver. Typing in the seemingly illogical query “asia not asia” is illustrative; it shows the user content that is conceptually related to Asia, but doesn’t contain actually contain the term Asia—displaying only the documents found by unsupervised machine learning above and beyond keyword search. Concept grouping categorizes documents according to linguistic patterns that we humans have a hard time identifying across large volumes of data. Machine learning makes such conceptual analysis automatic and highly scalable, and humans get the benefit. Further Still Concept groups can also propel a researcher to new areas of useful content. By looking at a list of the key concept groups that appear in response to a search or metadata filter (along with the document counts for those groups) researchers can see an overview of the content that’s available, spot pertinent aliases, adjust their search terms, and include or exclude concepts to meet their objectives. Concept groups are displayed with characteristic labels (top words and phrases that appear in those groups) to easily provide a sense of what each group represents, and how useful it’s likely to be for a given search. Take Decisiv Action Register for OpenText’s annual user conference, Enterprise World, in Toronto this July to learn how AI-enhanced search can help empower your digital transformation. You’ll hear from top users of Decisiv Search and our other award-winning Discovery products how they’re leveraging machine learning for more effective enterprise information management. All humans welcome.

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European iTour – Inspiration in 5 Cities

iTour

Over the last two weeks of March, the OpenText Innovation Tour took us to meet customers in London, Paris, Munich, Stockholm and Eindhoven. It was a great few weeks with inspiring keynotes and customer presentations, interactive sessions with customers and partners, and many informal discussions on topics of interest. Highlights of iTour included: Mark Barrenechea shared his vision on digitalization trends and their impact. He concluded that “We will all be software companies,” with examples such as the 100 million lines of code that are now part of modern cars. Mark also walked us through how the “Juice has to be worth the squeeze” with digitalization, and how Release 16 delivers on that promise. Mark and James McGourlay shared the stage as they elaborated on OpenText’s Customer Centric mission and measures. Muhi Majzoub shared the product roadmap and previewed demos of new solutions that will be launched in time for Enterprise World. Of particular interest was the Documentum Life Sciences Solution – which now includes Analytics as they were integrated in first few weeks after Documentum joined the OpenText family. Muhi also showed a preview of PeopleCenter, the new SaaS application being built on Process Suite. The ECM Product team also presented a more detailed roadmap with planned advances for Content Suite, Documentum, Leap and other products. Rooms were full to overflowing for these presentations and customer feedback was great. These events provided opportunities for quality discussions with customers. Customers are looking for help managing their system due to issues with quick and effective problem resolution when their EIM system is managed internally or by a general system vendor. This is a typical scenario that causes customers to consider moving their application into the OpenText™ Cloud where we can manage it for them. In some cases they would like us to manage the application on-premises and then migrate and upgrade it into the OpenText Cloud. Customers considering upgrades wanted to discuss upgrade strategies. Should they upgrade as is and then add new functionality as a phase 2? Should they add some new features on day 1 to show immediate benefits to their users? Should they upgrade on-premises and then move to the cloud, or move to the cloud and then OpenText does the upgrade for them? OpenText recommends that we meet with their team and jointly determine the business drivers for upgrading, the expected benefits, as well as providing initial upgrade guidance. When upgrading, customer goals vary and that can drive different strategies for the upgrade project. As one of our Professional Services presenters said, customers tend to do one upgrade every few years whereas our Professional Services team does them every day. We can help! European customers in particular are looking at data protection, privacy and the growing set of compliance regulations such as the mandate to keep EU data solely within the European Economic Area (EEA). There were discussions on the General Data Protection Regulation (GDPR), the new standard taking effect in 2018 and options for managing to this on-premises and in the cloud. It seemed like many of the conversations at this year’s Innovation Tour were more about when to move to the cloud and how to prepare for it, rather than whether or not to consider it. Regardless of industry, customers are increasingly looking for cloud and hybrid options. I came home tired and inspired after so many great meetings and discussions with customers, partners and colleagues from around the world. I can’t wait to continue the in-person discussions at Enterprise World in July!

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Simplify Migration to SAP HANA and S/4HANA

SAP HANA

Traditional Data Volume Management for SAP® Data volume management in SAP with SAP data archiving has been a best practice for SAP customers since the days of SAP R/3 and throughout the lifecycle of the SAP Business Suite. The reason for this is clear and the value of data archiving well understood, With each transaction, data is stored in the database and the volume of transactional data is ever growing. As your productive SAP database grows, resource consumption and administration effort go up while system performance deteriorates and response time for the end user goes down. This is true when using the traditional databases for the SAP Business Suite. But is this still valid going forward? The New World of Big Data with SAP HANA When SAP released SAP® HANA®, a new in-memory database, and customers moved to SAP Business Suite on HANA and SAP S/4HANA, some of the pain points become a thing of the past. High system performance and good response times are a given with SAP HANA. Also the resource consumption seems to have been reduced as HANA has a compression factor of 50%. BUT: SAP HANA as an in-memory database that requires a robust hardware platform. By nature, an in-memory database requires computing power and a substantial amount of main memory. If your database today has a size of 2 Terabyte, it will be 1 Terabyte with HANA and the memory requirements somewhat higher at about 1.25 TB (Formula: DB size (traditional DB) / 2 + 20% + 50 GB) according to the SAP QuickSizer for HANA (see SAP note 1793345) Where resource consumption in the past mostly meant expensive high performance disks, it today means an expensive, robust HANA appliance. Best Practice 1: Data Volume Management before Migration to HANA Consequently, when moving to HANA as a database, be it to SAP Suite on HANA or SAP S/4HANA, it is best practice to clean up the SAP database before doing the migration to HANA and archive older transactional data. The archived data will still be accessible in Suite on HANA and S/4HANA via the standard SAP tools and interfaces, such as the SAP Archive Information System. If you have not established a data archiving practice yet, this is the time to get started if your database is of a relevant size, for example 1 Terabyte and larger. Best Practice 2: Use a Compliant Archiving Platform And as you do so, make sure to store the resulting data files via the ArchiveLink interface on a secure and compliant storage platform. Such a platform is provided with OpenText™ Archiving for SAP® Solutions and OpenText™ Document Access for SAP® Solutions. The underlying OpenText Archive Center securely stores the SAP data files on leading storage vendor platforms, which have an immutability feature and are thus compliant storage platforms. Archive Center provides a hardware abstraction layer and in addition automatically creates backup copies of the files. This is different from storing data files in the file system, where files are not protected and you need to take care of backup and migration when the file server changes. Best Practice 3: Remove Unstructured Content from the Database And as you do the clean-up, there is one area you may want to check, that is unstructured content in your SAP database. If you haven’t configured the storage location of GOS attachments (GOS = Generic Object Services), all unstructured content that your users have added via GOS has ended up in the database and adds to the overall volume. You can check the size of table SOFFCONT1, and may want to control table DRAO for SAP DMS (Document Management System) documents as well. GOS attachments as well as DMS documents can be stored on OpenText Archive Center with OpenText Archiving and OpenText Document Access for SAP Solutions. You simply define a new storage category to reside on the OpenText Archive Center. With simple configuration you can switch from the old category to the new category (TA SKPR08). And for the migration of existing documents there is the SAP report RSIRPIRL. As a result, the unstructured content is stored on the OpenText Archive Center and your database is relieved from the burden of the unstructured content. Summary: Establish Data Volume Management and Reduce TCO Our recommendation is to establish data volume management. Data archiving helps you to reduce and control the size of the database. This reduces administration and hardware costs and can significantly reduce your TCO for the SAP landscape, and if you plan to migrate to SAP HANA as a database, you can realize significant savings by reducing the memory footprint of the HANA database, and with that the hardware footprint of the HANA appliance. For more information about SAP data and business document archiving with OpenText view the following: OpenText™ Data Archiving for SAP® Solutions OpenText™ Archiving for SAP® Solutions OpenText™ Document Access for SAP® Solutions And have a look at customer success stories on SAP data archiving here.

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Ingenious: How Canadian Innovation Made the World a Better Place

What do the electric light bulb, peanut butter, the zipper, basketball, the Declaration of Human Rights, Saturday Night Live, the OpenText Index, recycling, Superman, and nuclear physics have in common? They are all examples of Canadian innovation. And they are all featured (along with 286 other innovations) in the book Ingenious: How Canadian Innovators Made the World Smarter, Smaller, Kinder, Safer, Healthier, Wealthier, and Happier. Ingenious is available in both English and French Authored by Governor General David Johnston and Tom Jenkins, Chair of OpenText and the National Research Council (NRC), Ingenious was written to celebrate Canada’s 150th birthday and a heritage rich in innovation. Canada is a nation of innovators. The country itself is perhaps the greatest example of innovation. Despite its harsh climate and uninhabitable terrain, people from many nations settled the country, giving it the diversity it boasts today as a cultural mosaic. Even before the first European settlers arrived, Canada’s First Nations were busy overcoming barriers to travel and communication by creating the first canoe, dogsled, kayak, snowshoes, and toboggan (to mention a few). Ingenious moves through Canadian history to explore what events, insights, or happy accidents launched each innovation, and the collaborations that brought these great ideas to life. As the book points out, teamwork was often part of the original thinking and always part of the ultimate solution. The book draws from a broad spectrum of Canadian experience, from the wonders of aboriginal invention to more recent developments in medicine, technology, science, education, social work, humanities and the arts. Canadians are some of the world’s most accomplished innovators, something that is (true to Canadian humility) often downplayed. The book sets out to provide a comprehensive and fascinating look at Canadian innovation, demonstrating how innovation is one of the primary driving forces behind Canada’s prosperity and identity. It also offers practical tips drawn from Johnston’s and Jenkins’ long careers fostering innovation for present-day entrepreneurs. Co-authors Tom Jenkins (left) and Governor General David Johnston (right) at a book-signing at the University of Calgary. (Photograph courtesy of Sgt Johanie Maheu, Rideau Hall © OSGG, 2017) What’s your favorite Canadian innovation? But the book does more than just remind us that Canada is a nation of innovators. Another high-level objective of the project was to establish Canada’s first-ever database of innovators. As part of the project, over 1,000 stories of innovation have been captured online, crowdsourced on a digital version of the book at www.innovationculture.ca. Have a favorite Canadian innovation? Why not post it online and contribute to Canada’s history of innovation. With its capacity to ignite the imagination and inspire a future generation of innovators, teaching modules are being created based on the book. The children’s version of Ingenious is due out in the fall of 2017. Officially released on March 28, 2017, Ingenious is now available on Amazon and at other major book retailers.

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Q&A with Forrester Senior Analyst Heidi Shey: Secure Information Exchange in the Digital Age

Forrester

Forrester Senior Analyst Heidi Shey recently joined OpenText to discuss how secure information exchange can help your organization seize its digital future.  As a follow up to the webinar, Why Secure Information Exchange is Critical for Digital Transformation, Heidi shared more insight into the common questions asked about digital transformation – and how you can be successful in your journey. Q:  How is digital transformation changing the way organizations think about, share, use, and store documents? Shey:  Digital transformation changes both customer and employee expectations, which in turn changes how organizations must think about information and document handling. Customers expect more and faster ways of discovering information, as well as sharing their information with you. Employees have the expectation of getting the information and tools they need to do their jobs anytime and anywhere, so that they can be productive. The information contained within documents is only useful if someone is able to use it, and use it appropriately. Digital transformation has organizations thinking about who should have access, defining what constitutes sensitive information, as well as considering compliance for handling personal information. Q:  How is the way that organizations exchange information changing due to transformation? Shey:  In many ways, it hasn’t fully changed, which is part of the challenge for securing this information. Employees naturally turn toward using common methods of exchanging information, like email, USB drives, and consumer file sharing services. The result is that the organization often has no visibility into how information is flowing and where it is stored, and the movement of this information using these methods is not secure. There are also cases where organizations do bring in enterprise technology for employees to use to exchange information securely, but if this tool doesn’t align with how employees work or causes unnecessary friction, employees may not use it, or find ways around it instead. Organizations should seek solutions that are easy to use and easily accessible, which will facilitate greater adoption and eliminate risky and unsecure workarounds. Q:  With the need for information to be available 24x7x365 and sharable across multiple platforms, devices, and applications, what must organizations keep in mind when exchanging information? Shey:  A lack of control in protecting your sensitive information will undermine your efforts for availability and accessibility of this information by placing your company at risk of a breach. This could be a data breach of personal information or intellectual property; a breach of the terms of a business partner contract that stipulates how data must be handled; or noncompliance with relevant security and privacy requirements and regulations. Proper authorization for access to information is critical, as are capabilities to audit information exchange and usage. And as much as we would like to think we have everything under our control, accidental data loss may happen. You must also have a plan in advance for what to do in case of a breach. Q:  Can you offer some best practices for effective, compliant, and secure information exchange? Shey: You must understand your data first. Identify what types of information the business needs to exchange, and why, to comprehend its value. This helps to determine the appropriate level of effort and investment required to protect and exchange it responsibly, and the risks of not doing so. Identify how this information needs to flow — who and what systems and applications need access and why — to optimize efficiency and productivity. Identify what types of information are sensitive, and define sensitive data for your organization, to gain a better handle over how you should protect and control this information and how employees should handle or use this information. This goes beyond understanding your compliance requirements for security and privacy; for example, an executive’s travel itinerary, a marketing strategy plan, and other types of intellectual property are all examples of sensitive information, too. Q:  What role does faxing, either on-premises, cloud-based or hybrid, play? Shey:  Documents printed out on paper can easily fall into the wrong hands, get lost, or be disposed of improperly. With digital documents, we can track and take measures to appropriately control and handle sensitive information. An electronic fax solution can help to eliminate the risks of traditional, paper-based faxing while supporting the organization in its digital transformation efforts for their business environment. I see both on-premises and cloud-based fax as viable deployment options for the enterprise based on their IT and risk management strategy. Flexible deployment options are necessary. Some organizations are moving fast to the cloud, some have a preference for keeping certain applications and systems on-premises, and others seek a more hybrid approach. There’s no right or wrong here; they are just different approaches that require different security strategies. Watch this webinar featuring Forrester Senior Analyst Heidi Shey and learn how secure information exchange solutions can help your organization seize its digital future.

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OpenText WFO Video Series: What Performance Goals Resonate Most With Executive Leadership?

WFO Video Series

I’m really excited to write about this sixth question being asked as part of our OpenText™ WFO 2017 Video Series because it’s a question I’m often asked when meeting with customers and other contact center professionals. It’s also a question that our expert panel of speakers are dealing with in their professions, some are well-respected industry analysts and others highly successful practitioners. It’s a privilege to have their expertise to share with you. Today’s contact center leaders understand how important it is to gain the support of executive leaders in order to secure the necessary resources, technologies and budgets required to hit mandated KPIs. But that’s no easy task when the contact center is focused on metrics that are not well understood or even considered business-critical in the C-suite. So here’s the question again: what contact center goals or metrics resonate most with the leaders who make the high-level strategic business decisions and who control the purse strings? Keith Dawson, Principal Analyst at Ovum in knows that it’s important to distinguish between “activity metrics” and “outcome metrics.” Here’s how Keith describes the difference in the second of his two video clips on the topic: “Contact centers have been asked to report on how many, how often, how many minutes, how many calls, how many agents, etc. This is all well and good, it will never go away, and we’ll always be using these numbers…but the reports [executives] get should be related to customer feelings, customer sentiments, customer experiences. How much friction did that person encounter, how many transfers were there, how many contact channels did a person come in on? Are we able to relate what one person did on one channel to what a customer did on another channel? Was there effort expended by the customer in moving from one channel to another?” Those “how much and how many” metrics are, of course the activity metrics, and as Keith reminds us, few if any executives fully understand or actually even care about this level of detail when it comes to contact center operations. Rather, executives are concerned with the outcome metrics, as well they should be. The goal – and the way to earn the support of executive leaders – is to work with them to develop the infrastructure and analytic capabilities that can “paint a picture of a customer not just as a series of transactions, but as a person with a potential to do business with you in certain ways.” Yes, easier said than done. But Keith also makes the point in his first video clip related to this question that it’s important “to stand up and take the risks that are necessary to make sense of a very complicated operational environment.” This is so true. The other experts on our 2017 panel offer their own take on reporting up to executive leaders, so I encourage you to take a moment and listen to what the others have to say about this question – and all the others. In all, our speakers provide their insight related to eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? You can join the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts: Question 1, authored by Steve Graff Question 2, from Alan Porter Question 3, by me, aka Dr. WFO Question 4, by Matthew Storm Question 5, posted by Brian Hardyman On behalf of the entire OpenText WFO Software team, I hope that you’re enjoying our 2017 Video Series. There’s also a previous series that’s available, too. Check it out and learn how interaction analytics can have a huge impact on your contact center and business. Thanks for reading through this blog. I hope you’ll reach out and keep in touch.

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Knorr-Bremse Keeps the Wheels Rolling with Predictive Maintenance Powered by OpenText Analytics

diagnosis

Trains carry billions of passengers and tons of freight a year worldwide, so making sure their brakes work properly is no mere routine maintenance check. Helping rail transport operate more safely and efficiently is top-of-mind for the Knorr-Bremse Group, based in Munich, Germany. The company is a leading manufacturer of brakes and other components of trains, metro cars, and buses. These components include sophisticated programming to optimize operations and diagnosis. The company developed iCOM, an Internet of Things-based platform for automated maintenance and diagnosis.  Through onboard sensors, iCOM (Intelligent Condition Oriented Maintenance) gathers data wirelessly from more than 30 systems throughout a train car, including brakes, doors, wipers, heating and ventilation.  These IoT sensors continually report back conditions such as temperature, pressure, energy generation, duration of use, and error conditions. iCOM analyzes the data to recommend condition-based, rather than static, scheduled maintenance. This means any performance issue can be identified before it becomes a serious safety problem or a more costly repair or replacement. For iCOM customers, this means better safety, more uptime, improved energy efficiency,  and lower operating costs for their rail fleets.   As more customers adopted the solution, they began demanding more sophisticated analysis (to see when, where, and even why an event happens), more visually engaging displays, and the ability to build their own reports without relying on IT. Knorr-Bremse knew it needed to upgrade the technology it was using for analysis and reporting on the vast quantities of data that the iCOM solution gathers, replacing open-source BIRT (Business Intelligence and Reporting Tools). A new analytics platform would also have to be scalable enough to cope with the enormous volumes of real-time data that thousands of sensors across a rail fleet continually generate. Further, Knorr-Bremse needed an analytics solution it could develop, embed into the overall iCOM platform, and bring to market with the least possible time and coding effort. The answer to these challenges  was OpenText™ Analytics Suite. “Due  to the easy-to-use interface of OpenText Analytics, our develop­ers were quickly productive in developing the analytics and report­ing aspects of iCOM. iCOM is based on Java and consequently it has been very easy to integrate and embed the OpenText Analytics platform [into it]. It is not just about shortening the time to develop, though. The results have to look good  and with OpenText, they do,” says Martin Steffens, the iCOM digital platform project manager and software architect at Knorr-Bremse. To learn more about Knorr-Bremse’s success with OpenText Analytics, including a potential drop of up to 20 percent in maintenance costs, click here.

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Discovery Rises at Enterprise World

This summer will mark a full year since Recommind became OpenText Discovery, and we’re preparing to ring in that anniversary at our biggest conference yet: Enterprise World 2017! We’re inviting all of our clients, partners, and industry peers to join us for three days of engaging roundtables, interactive product demos, Q&A with experts, a keynote from none other than Wayne Gretzky, and—of course—the latest updates, roadmaps, and visions from OpenText leaders. Here’s a sneak peek of what to expect from OpenText Discovery’s track: The Future of Enterprise Discovery. We’ll be talking at a strategic and product-roadmap level about unifying Enterprise Information Management (EIM) with eDiscovery. New data source connectors, earlier use of analytics, and even more flexible machine learning applications are on the way! Introduction to eDiscovery. Our vision for the future of eDiscovery is broader than the legal department, and we’re spreading that message with sessions tailored for IT and data security professionals that want to know more about the legal discovery process and data analysis techniques. Why Legal is Leading the Way on AI. Our machine learning technology was the first to receive judicial approval for legal document review, and in the years since, we’ve continued to innovate, develop, and expand machine learning techniques and workflows. In our sessions, we’ll highlight current and future use cases for AI for investigations, compliance, due diligence, and more. Contract Analysis and Search. We’ll also have sessions focused exclusively on innovations in enterprise search and financial contract analysis. Join experts to learn about the future of predictive research technology and the latest data models for derivative trading optimization and compliance. Our lineup of sessions is well underway and we’ve got an exciting roster of corporate, academic, government, and law firm experts including a special keynote speaker on the evolving prominence of technology in law. Register here for EW 2017  with promo code EW17TOR for 40% off and we’ll see you in Toronto!

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ECM Success in Today’s World Means Evolving to the Cloud

Evolving to the Cloud

OpenText™ Content Suite and Documentum content management solutions have been the cornerstone of thousands of organizations’ effective Enterprise Content Management (ECM) programs over the past 25 years. However the concept and practice of ECM are changing. Gone are the days of ECM being viewed simply as an electronic filing cabinet. Successful digital transformation requires ECM to actively aggregate, organize, and distribute content from every corner of the enterprise. This evolution means that almost every organization is rethinking the current and future role of their ECM platform. Many of our customers are realizing that a new approach to ECM is needed as shifting demographics and changing business models redefine how, when, and where work gets done. As the industry’s largest ECM vendor we talk to a lot of organizations about content management and we use those conversations to constantly advance the development of new ways to positively impact agility and innovation within the enterprise. Examples include everything from digital modernization to employee productivity to process integration. In today’s digital world, enterprises must have the ability to make changes faster and more flexibly in order to take full competitive advantage of new functionality and use cases. Our customers are asking themselves how they can free up strategic resources to make IT and technology like ECM a revenue center rather than an operational cost. Enter cloud. Cloud-based ECM is a Successful Reality We have many customers that have done the math, worked the angles, and arrived at the same conclusion: Cloud-based ECM allows them to extract the maximum value from ECM and provide users with the content they need, when they need it, and in the context of their business process. The cloud presents a step-change opportunity to be able to quickly deliver new functionality and deploy purpose-driven solutions integrated into leading applications, whether in the cloud or in a hybrid model. Evolving to the cloud means that your IT resources are released from the behind-the-scenes work like patching, monitoring, and time-consuming upgrading. They’re freed up to shift their focus to strategically delivering new solutions with ECM that can help positively impact business processes and drive business forward into the new digital world. Organizations are increasingly looking to consume ECM in the cloud and integrate ECM into purpose-built solutions. OpenText is evolving with this change and our acquisition of Documentum positions us as a next-generation Cloud Content Services Leader. Perhaps the most important thing to remember is that there are as many constructs of cloud-based ECM as there are, well, clouds in the sky. Every organization has different use cases, cultures, and legacy infrastructures. And the tools to help you accelerate your ideal Digital Transformation are increasing every day. From enterprise-wide file sharing solutions to simple, no-code apps for specific tasks to comprehensive cloud-to-cloud or cloud-to-on-premises platform integrations, almost every ECM need can be accomplished today. And wait ‘til you see what’s going to be possible tomorrow. Can’t wait? Take a look at a recent webinar we did with AIIM for a sneak peek. The time to start the journey is now and here are what I consider to be my top three to-do’s to get you moving: Understand how you can leverage the cloud to better exploit content for business value. Do your homework and complete a full cost review before diving in. Put the customer first when developing new purpose-driven applications in the cloud.

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