Digital Transformation

The Cloud: Bigger and Better at Enterprise World

Cloud Enterprise_World

If your business is already operating applications in the cloud or is considering adopting cloud for EIM applications, you will find many opportunities at Enterprise World to advance your plans. The Cloud is everywhere at Enterprise World this year! If you would like to better understand our cloud strategy and meet with the leaders that manage all parts of our cloud, join us at: CLD-100 OT Cloud: Strategy, Offerings, and Talk with the Experts on Wednesday morning. This panel session will offer you the opportunity to learn more about all aspects of our cloud operation and to ask questions. Directly after this session we will head to the Elite Lounge where you will be able to enjoy a coffee and talk with the cloud experts one-to-one. For those that want to dive deeper, there are several sessions that are aimed at helping you with the details of working in the cloud: CLD-200 Enterprise Managed Services in the OpenText Cloud provides a deep dive into the services that are provided when your applications are managed in the cloud. It will describe service levels, operational standards, security and compliance processes. CLD-201 Total Cost of Ownership Benefits in the Cloud provides guidance on how to evaluate your total cost of ownership on-premises and in the cloud and evaluate the possible savings for your organization. This session features a customer describing how they went about analyzing TCO for 2 systems on-premises and in the cloud. CLD-202 Embracing the Cloud in the Public Sector is a customer panel session where customers will share what they are doing and how they are advancing through the use of cloud applications. This interactive session will provide high value for all Public Sector and customer service focused organizations. ECM-223 Top Questions you need to ask when upgrading ECM to the Cloud will provide answers to some of the top questions when considering a move to the cloud as you upgrade to Release 16. You will leave this session with a clear understanding of the path to cloud success and have a chance to ask the experts about your particular situation. CEM-201 Strategies for a Successful DAM Implementation on a Cloud Platform shares practical advice on managing media in the cloud including architecture, metadata, ingestion of content and administration. Cloud is very popular for media management customers and this session will provide great practical advice. Do you want to have 1:1 practical advice for your own organization? Now is the chance to spend quality time with our Professional Services and Managed Services experts. Book a private session with our experts – go to the Professional Services area in the Expo Hall to request the time that works for you. If you don’t have time to fit full breakout sessions into your schedule, there are several Theatre sessions running in the Professional Services Expo Hall Theatre. Check the daily schedule for a 15 minute short session on:  TCO in the Cloud, Trends in Cloud Implementations, Upgrading to the OpenText Cloud and an overview of Managed Services in the Cloud. Networking: Meet with other customers who have experienced the cloud through all of the networking events and sessions. Meet with our executives and experts in booked meetings, in the Expo Hall, or after breakout sessions. We would love to speak with you in more depth. This is the best work week of the year for us as we get the opportunity to speak with you and learn together. Please take the time to talk with us, and with your peers and have a wonderful Enterprise World. See you there! To register or get more information visit our Enterprise World site

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Enterprise World 2016: How to Succeed with ECM


Having attended more iterations of Enterprise World than most, I know from personal experience that every edition of our flagship annual event is a world unto itself; every one has its own unique feel and personality. This year promises to be no different. For the first time I can recall, the OpenText community will be convening right on the heels of a major product release. Back in April, we launched Release 16, the most extensive product announcement in our history. That makes this Enterprise World something special; the perfect forum for customers, partners, and thought leaders to come together and experience a brand new, revolutionary product suite in person. You’ll have a front-row seat to discovering what it can do, how it all fits together, and what it all means to your organization. The focus at Enterprise World this year is squarely on learning: Learning how to maximize your existing infrastructure, learning what’s available to up your game, and learning which trends are going to impact your future. We’re turning the floor over to the product gurus, the solution experts, and the industry thought leaders to teach and educate. If you happened to read CEO Mark Barrenechea’s recent post, you’ll see some interesting numbers; this year we’re scheduling double the number of breakouts, and almost double the number of technical training sessions. From a Content Suite standpoint, that means: How To’s A wide variety of technically-focused “How To” and training sessions covering everything related to Content Suite and ECM, from maintaining to optimizing to upgrading. Honestly, there are so many topics covered, if you’re a practitioner or administrator, you just have to dive in and peruse through. Product Updates What’s new? A lot. And there’s an abundance of sessions devoted to the nuts and bolts that make up the advances in our new and existing solutions. These are the overviews where you’ll get clear, tangible insight on new features and functionality, new integration capabilities, and new use cases. Keynotes Always a strong point at Enterprise World and even more so this year. Again, it’s all about learning, so look for a first-rate assortment of OpenText and industry thought leaders to help you do your job better, increase your understanding of the rapidly evolving information management landscape, and the role our new solutions can play in maximizing your digital enterprise. Connecting My personal favorite activity at every Enterprise World! And we’re making sure there are even more settings to have the conversations that matter to you — answering your questions and expanding your horizons. From interactive customer panels featuring organizations tackling the same challenges and opportunities as you to hands-on demonstrations of Content Suite’s new features at the Content Theater, the experts are all here for you. Let’s talk. Nashville in July…School’s in Where will I be? Hopefully everywhere, but here’s the shortlist of ECM sessions I’m counting on to inspire both my left and right brains: ECM-100 ECM Strategy and Product Direction: Re-Thinking ECM for the Digital Enterprise ECM-201 Product Update: Smart UI – Content Suite User Interface ECM-301 How To: Extended ECM Platform Developer Workshop ECM-212 How To: Insights from the In-House Upgrade to Content Server 16 at OpenText Enterprise World 2016 is shaping up to be an epicenter in re-thinking ECM and its role in digital transformation. The next-gen solutions, the best practices, and the thought leadership will all be there. Now all we need is you. Take a few minutes to read about the new possibilities for ECM in the digital enterprise and plan on learning more—much more—in Nashville. See you there!

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Learn How to Walk the Digital Line at Enterprise World

Enterprise World

You know the why and the what of going digital, but how do you actually start walking the walk? This July at Enterprise World in Nashville, you can learn how to use your existing software and infrastructure with OpenText™ Release 16 to take your enterprise to the next level. With over 200 breakout sessions, 40+ training courses and Professional Services experts in our booth, you can create a custom agenda to match your goals. Our recommended how-to custom tracks are below: Take the First Step: If you are planning to upgrade to Release 16 this year, you should plan to attend how-to sessions such as: (BPM-202) Moving Up to Process Suite v16 (CEM-200) Upgrade Considerations for Moving to OTMM v16 (ECM-232) ECM Customer Panel Session: Upgrading to Content Suite 16  Define Your Path: If you are in the process of defining your EIM strategy, take in how-to sessions like: (BPM-301) Building EIM Solutions with Process Suite (B2B-201) Automate Procure to Pay with OpenText Active Applications (EIM-203) Delivering Electronic Medical Records PLUS – The Industry experts will be hosting 5 user group sessions where EIM strategies will be discussed. Optimize Your Total Cost of Ownership (TCO): If you want to improve your TCO and make the most of OpenText Professional Services programs, attend sessions such as: (CLD-201) Total Cost of Ownership Benefits of the Cloud (EIM-201) Optimize Your Investment with OpenText Services Programs After your sessions, come to the Professional Services booth where our experts will help you plan a program that fits your needs. Meet the Experts at Enterprise World Visit our Professional Services experts in Nashville to find out how you can: Realize your EIM strategy: Look beyond software to design and build end-to-end solutions that support and optimize your key business processes. Our services teams are in the best position to help you realize your EIM strategy. Optimize costs: Our Optimize services programs can help reduce your TCO by placing management of your OpenText software in expert hands. Upgrade to Release 16: Upgrading your existing OpenText or a legacy system? We have the tools and expertise to help you do it on-prem or as a hybrid or cloud deployment. Migrate to the OpenText Cloud: Move to the cloud and focus on what you do best while your infrastructure is in the best hands of the only team that is 100% Release 16 certified. Breakout Sessions We’ve added 100% more technical sessions this year and now have more than 200 to offer! We’ve organized them into 12 tracks with 3 different areas of focus: Business and Strategy – Staff pick @ EW: (ECO-104) Ready for SAP SuccessFactors – Solutions for the Digital Workforce Developer – Staff pick @ EW: (CEM-301) Media Management – System Monitoring, Troubleshooting, and Logging Practitioner – Staff pick @ EW: (FNS-202) Compliance Have a look at the breakouts already posted, and make your selections. Training For an even more in-depth look at the how-to of going digital, learn how to deploy and use OpenText Suite 16. We are offering an exciting 3-day pre-conference Enterprise World Training Program July 9-11, with plenty of opportunities for hands-on learning about Suite 16 and OpenText best practices. Whether you are returning or new to Enterprise World, you can learn how to use your existing software and infrastructure with OpenText Release 16 to bring your enterprise to the next level. Enterprise World is where you can learn how to walk the digital line!

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The Customer’s Perspective of the Redefined Customer Journey

digital customer journey

The digital customer journey is being redefined – it’s never been easier to buy stuff. All it takes is a few clicks of a button. But there are an almost infinite number of websites and online sources from which to make purchases. How do you choose? In today’s digital age do you simply buy something, or do you create ongoing relationships with the companies that meet your needs and provide a good experience? I’m guessing that it’s probably more of the latter. Several blog posts ago I talked about how the customer journey is being redefined in the digital age from a linear process to an ongoing loop of BUY then OWN with the companies you choose to deal with becoming more and more engaged in every part of the cycle. But how does that on-going loop look like from a customer perspective? Although the overall experience is continuous it is made up of 10 distinct stages: Awareness: Do you know what is available in the market place that relates to your activities, business, or lifestyle? Need: Why do you buy something? It is generally to fill a business or personal need. Is it something to solve a problem, make life easier, or just to provide pleasure? Defining a need is an essential part of the purchasing process. Research: Once a need is identified and you’ve matched that need to an awareness of what is available, you will often start to ask questions. What has anyone else used or purchased to meet a similar need? In the digital world research is playing a more and more important role with the majority of purchasers doing their own research rather than engage with a sales person to get answers to questions. Evaluate: How do various products and solutions compare? What are other people’s experiences in using those products and solutions? The collective experience of a peer groups are becoming a vital part of the evaluation process in an increasingly connected social world. Buy: Once a decision has been made the ideal purchase experience should be frictionless and consistent irrespective of which channel you use to make the purchase. Delivery: This is the point where the experience moves from the BUY to OWN part of the process, and is often the point where many companies step away from the relationship with the customer. Delivery, be it digital or physical, should be well documented, well communicated, and as fast, and as efficient as possible. Use: The everyday use of a product or solution is the longest part of the customer experience, and yet is often to most overlooked. How easy is it to actually use what you have purchased? Does it meet your needs and expectations? Does the company you purchased it from provide information on its continued use, or ways to connect with other customers to compare experiences? Maintain: What is something goes wrong? How easy is it to get help, or receive product updates? Advocate: Do you talk about products, services, and solutions that you enjoy? So will your customers. Customers who have a positive experience will become brand and product advocates. Recommend: And good advocates will recommend to others. Or they will self-recommend and make repeat purchases based on having been engaged as part of a well-designed and delivered continuous journey. The full engaged customer journey cannot be addressed by separate applications at different parts of the process. To be fully effective, it has to provide an exceptional continuous experience made up of a combination of the many different experiences and processes. In an upcoming blog post we’ll take a look at the next layer related to the company’s activities in providing a continuous connected customer experience. In the meantime this white paper “A Better Way to Engage – Redefining the Customer Journey for a Digital World” is worth a read.

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Unlock the Value of Your Supply Chain Through Embedded Analytics

supply chain analytics

Over the past few months I have posted a couple of blogs relating to the use of analytics in the supply chain. The first one really discussed the ‘why’ in terms of the reasons for applying analytics to supply chain operations, Understanding the Basics of Supply Chain Analytics. The second blog discussed the ‘how’, in terms of the methods of obtaining meaningful insights from B2B transactions flowing between trading partners, Achieve Deeper Supply Chain Intelligence with Trading Grid Analytics. The blogs were written in support of our recently announced OpenText™ Trading Grid Analytics, one of the many Business Network related offerings in Release 16. Release 16 is the most comprehensive set of products to be released by OpenText to enable companies to build out their digital platforms and enable a better way to work. Now those that have followed my blogs over the years will know that I have worked with many analyst firms to produce white papers and studies and I guess it was only appropriate that I should be fortunate to work with an outside analyst on a thought leadership white paper relating to analytics in the supply chain. I engaged with IDC to write a paper entitled, Unlock the Value of Your Supply Chain Through Embedded Analytics. IDC has been producing some interesting content over the years in support of their ‘Third Platform’ model which embraces IoT, cloud, mobile and big data and how companies can leverage these technologies for increased competitive advantage. The aim of our new analytics related white paper was to discuss the business benefits of embedding analytics into the transaction flows across a business network. Compared to other business intelligence and end user analytics solutions, OpenText is in a unique position as we own our Business Network and we are able to introspect the 16 billion EDI transactions flowing across our network. IDC leveraged a relatively new management theory called VUCA which stands for Volatility, Uncertainty, Complexity and Ambiguity to discuss how analytics can bring better insights into business operations. VUCA was originally defined in the military field and for our paper IDC aligned VUCA so that it leverage against a more connected, information-centric and synchronized business network, namely Velocity, Unity, Coordination and Analysis. I am not going to highlight too much content from the paper but here is one interesting quote from the paper. “It is the view of IDC that the best supply chains will be those that have the ability to quickly analyze large amounts of disparate data and disseminate business insights to decision makers in real time or close to real time. Businesses that consistently fail to do this will find themselves at an increasing competitive disadvantage and locked into a reactionary cycle of firefighting. Analytics really will be the backbone of the future of the supply chain.” Now I am not going to spoil the party by revealing any more from the paper!, if you would like to learn more then please register for our webinar, details are provided below. If you would like to get further insights about the white paper then OpenText will be hosting a joint webinar with IDC on 27th July 2016 at 11 am EDT, 5pm CET. This 40 minute webinar will allow you to: Understand how embedded analytics can provide deeper supply chain intelligence Learn how the VUCA management theory can be applied to a supply chain focused analytics environment and the expected business benefits that can be obtained Find out why it is important to have trading partners connected to a single business network environment to maximize the benefits of applying analytics to supply chain operations Learn how OpenText can provide a cloud based analytics environment to support your supply chain operations You can register for the webinar here.

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Enterprise World Session Spotlights

Enterprise World

This year’s Enterprise World has more than 200 breakouts, technical sessions and more on EIM, Cloud, Analytics, Business Network and other key elements of the digital world. That’s a lot of options! But, don’t panic we’re here to help. As you’re going through and trying to decide which sessions will be best for you, we’re going to highlight some of your options to help you make the best choices. To get you started, we’ve pulled a few highlights together: Exploring Release 16: Explore the features and enhancements of OpenText™ Release 16, a single platform that manages and analyzes the entire flow of information, addressing key areas of the user experience, machine-to-machine integration, automation and other aspects of the digital organization. Understanding Big Data Analytics: Explaining the concepts, architecture and secrets behind big data analytics including columnar databases, calculations in-database, algorithms, complex segmentation and high performance. B2B-101: Hear the top 5 “do’s and “don’ts” when considering the move to outsource your B2B operations from experts and peers. OpenText Cloud Strategy and Offerings: Learn about the OpenText™ Cloud options for your organization directly from the teams that provide them. Don’t forget to check back here regularly as we turn the spotlight on more sessions you won’t want to miss!

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ECM Show and Tell at Enterprise World 2016

Enterprise World

We’re closing in on two months since we unveiled the most significant release in the history of OpenText, including, of course, a powerful new version of OpenText™ Content Suite 16. After a busy few months with the ECM product team doing the ‘CS16 show and tell’ via the OT Live webinar series, our next stop is in-the-flesh in Nashville at Enterprise World 2016. Following so closely on the heels of the Release 16 launch, this year’s event is going to have a special vibe: There’ll be less, “Let’s talk about what’s coming!” and a lot more, “Let see how to leverage what’s here!” But, of course, we aren’t the only ones participating in a little ‘show and tell’ at Enterprise World. This conference is truly a gathering of the top minds in ECM—including those of you who work with the OpenText ECM solutions every day! Here are a few things on the ‘not to be missed’ list: On the more formal side, we have a wealth of Customer Panel Breakouts this year including ECM-232, A Discussion on Upgrading to Content Suite 16; ECM-233 Real World Stories of Transforming through ECM; and ECM-226, Harnessing the Cloud to Amplify the Value of ECM. Upgrading to Release 16 and Content Suite 16 is a strategic move to fast-track your digital transformation. To set you off on the right path, the OpenText Services Experts will be on hand helping you leave the event with a concrete plan of action specific to your organization. Read Bob Schindelar’s recent blog post on making the most of the OpenText Professional Services resources on hand at the event. If there’s one thing I hear every year when we ask you about the best part of the conference, it’s the opportunity to spend face-time with your peers exchanging ideas and experiences. As with previous events, the ECM product experts will be your hosts in the Content Theater where we’ll help you experience and test drive the new features. The kicker, there’s really no better place for firing up an impromptu conversation on the topic than the Content Theater. The cross-pollination of ideas here is priceless! So, to kick off the build-up to Enterprise World and help drive home that, by attending, you are also taking a driver’s seat in defining the future of ECM, I’m going to suggest we all do a little homework to bump up our knowledge of the rapidly evolving ECM landscape. I encourage you to read a few of the most recent reports by the respected industry analysts who spend their careers scrutinizing what we all mean when we talk about how digital disruption is transforming information management. Here are a few findings from key ECM analysts’ latest reports: In 2015, Forrester split their ECM Wave into two distinct reports to better address the use cases most organizations are adopting for ECM. Supporting the ECM value of process productivity, the Forrester Wave: ECM Transactional Content Services, Q3 2015 cited OpenText for having the broadest backbone for embedding ECM in enterprise applications. In this report Forrester commented “We also like OpenText’s vision for the ‘connected workspace,’ which organizes unstructured information, folders, tasks, and milestones. This allows transactional workers to swarm a customer exception with social, collaboration, and ECM capabilities.” And on the personal productivity side of the house, the Forrester Wave: ECM Business Content Services, Q3 2015 commended OpenText for investing in secure file-sharing, synchronization, and team collaboration. Gartner sees a similar shift in the use cases for enterprise content management with transactional content management, compliance, and digital workplace scenarios taking precedence amongst their clients. In the 2015 Gartner Magic Quadrant for ECM our efforts in both process productivity and control are lauded with Gartner calling our offering “a strong option for businesses looking for solid ECM functionality to address information governance requirements,” while highlighting our strong technical partnerships with SAP®, Microsoft®, and Oracle®. And in the Gartner Critical Capabilities for Enterprise Content Management: Compliance and Records Management OpenText scored the highest of any vendor on Trusted System of Record, Regulatory Compliance, and Long-Term Digital Preservation. Other analysts also are weighing in on the role of ECM in the path to digital transformation. Ovum Decision Matrix: Selecting an Enterprise Content Management Solution, 2015–16 our ECM portfolio was called “one of the most comprehensive” with capabilities in every category of ECM. Nucleus Research ECM Technology Value Matrix 2015: Liked our “wide range of functionality with tight integration, making the transfer of information between different products or applications much smoother.” Info Tech Content and Email Archiving Vendor Landscape states that OpenText has the “most comprehensive solution in the landscape due largely to the traditional content management strengths of the vendor” and particularly called out our “wide set of deployment and management settings to deal with complex data sovereignty and compliance issues.” Does that get you in the mood for a trip to the music city? Don’t worry about packing those cowboy boots, we know it’s kind of hot in July so come see us in the Content Theater and we’ll dress you up right for the week. We’re all excited to talk more with you about the new roster of OpenText Content Suite solutions so remember to pack light, register to attend Enterprise World and we’ll see you in a few weeks!

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Meet the OpenText Experts: Adam Howatson


As we gear up for Enterprise World 2016, I thought I would sit down with some of the folks who make this event such an amazing learning opportunity. Each week I will turn the spotlight on our OpenText experts. To kick us off, I sat down with OpenText CMO, Adam Howatson. Read our interview below to see why Adam is excited about this year’s event. What excites you most about the industry right now? We’re in a period of great change. We’re seeing the emergence and commercialization of extreme automation, predictive analysis and artificial intelligences along with cognitive computing. What excites me every day is that the best Sci-Fi I’ve read (I’m a big fan) is now becoming reality, and it’s organizations like OpenText that are paving the way! What does the digital world mean to you? The digital world is about digital engagement. Automation, integration and experience. If you’re not digital, you’re simply going to be left behind as we have seen in many prolific industry examples over the past 5 years. The digital world is exactly as it’s described; taking the best business and services available to our society today and ensuring they are fully equipped and transitioned to be key players in the future to come. Are you ready for Nashville and why? I am so ready! We have an incredible week lined up to deliver a huge amount of information and futures to our attendees and also plan to make the most out of Nashville while we’re there. We’re going to the Grand Ole Opry! It’s going to be a very exciting week. Why is this going to be the best Enterprise World yet? We have fundamentally changed the format of Enterprise World this year based on our customers’ feedback. We have more breakout sessions, networking opportunities and technical speakers than ever before and we’re ready to show our customers HOW to get the most out of Release 16. I can’t wait! Stay tuned for more “Meet the Experts” as we get closer to OpenText Enterprise World 2016. Not signed up yet? Click here and register for your chance to learn about the digital world and network with peers, experts and more!

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Accelerate Your Customer Experience Plans at Enterprise World

Enterprise World

Join us in Nashville this July at Enterprise World 2016 to learn, and share, the latest in Customer Experience Management and the keys to delivering a continuous connected experience for your customers. The new OpenText™ Experience Suite helps you deliver high impact digital content, interactive customer communications and gain analytical insight to continuously refine your customer’s experience, and we’re excited to have te opportunity to show you the benefits that come with the new Release 16. Included in the Enterprise Suite experience are : Communications Center Enterprise introduces Immersive Authoring with a new user interface and templates that make it easier to create correspondence that excites your audience Digital Asset Management is enhanced with Adaptive Media Delivery and the Media Hub to make sure your creative images and video look great on every device, every time. Web Content Management provides the latest in web publishing, marketing optimization and mobile marketing activities Workforce Optimization brings the customer contact center and voice of the customer programs front and center in the Digital Customer Journey With over twenty sessions devoted to Customer Experience Management there will be lots of opportunities to learn, network, and engage in great conversations. Breakout Sessions will include topics such as: Experience Suite Strategy and Product Direction: Designing a Continuous Digital Customer Experience Excellence in Customer Service: Marketing’s Secret Weapon Enhance OpenText Experience Analytics with custom insight Integration of Communications Center with Content Server Fast-track Sales from Contract to Digital Signature Responsive Design and Web Experience Management Media Management and Adaptive Delivery Visit us at the Digital Experience theater in the Expo Hall to see the latest demonstrations and also to setup 1:1 meetings for: OpenText™ Communications Center OpenText™ MediaBin OpenText™ Media Management OpenText™ Qfiniti OpenText™ TeamSite OpenText™ Web Experience Management If you haven’t yet registered for Enterprise World, now is the perfect time to do so. Come join us in Nashville.

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OpenText’s Innovative DAM Solution Wins Industry Accolade!

Digital Asset Management

OpenText™ Media Management wins the 2016 SIIA CODie Award for Best Digital Asset Management (DAM) Solution, continuing to build momentum in the industry. The Software & Information Industry Association (SIIA) CODiE Award is a prestigious honor for OpenText. Each award winner was reviewed by a field of industry experts, whose evaluations determined the finalists. SIIA members then reviewed the finalists and their votes were combined with the scores from the industry experts’ to select this year’s CODiE Awards winners. “SIIA’s 2016 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world. Recognized by their peers, the CODiE Winners should be proud of this prestigious accolade honoring excellence in business technology products,” said Rhianna Collier, VP & Managing Director for the Software & Services Division at SIIA. “We congratulate all of this year’s CODiE Award winners, and thank them for the contributions they have made to their industries.” This recognition validates OpenText’s DAM efforts, especially with the innovations in our latest Media Management release. However, this award is really for our customers as none of this would have been possible without your valuable input and insights. OpenText Media Management is a recognized leader in the industry. Our latest release adds new capabilities to keep us at the forefront of the industry, including embedded analytics, adaptive media delivery services, Media Management Cloud Edition and usability. See the CODie Award Press Release and the Announcement.

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Turn Regular Customer Communications Into a Powerful Marketing Asset

customer communications

When you receive a bill or an invoice do you ever give it a second glance? Most bills that arrive at my house just get dropped on the desk in my wife’s office to get paid. All except one. The monthly bill for our power consumption is more than just a straight forward demand for payment, it’s a tool that we use to run our house. As well as telling me my consumption for the last month, it is personalized to show the last three months, and a comparison with the same three months last year matched against the average temperatures. It also shows me what time of day I’m hitting peak consumption. We check it each month and adjust our thermostats accordingly to make sure we are using the power we pay for in the most efficient manner, while keeping the house at the comfortable temperatures we want. As a customer I appreciate the information that matchs my personal needs against the larger data set that the power company has access to. It has made me more loyal, as we’ve stayed customers despite several opportunities to switch to other suppliers over the years. The invoice as a customer retention and sales tool is one aspect of the customer experience that many companies overlook. Yet by delivering a more personal and interactive document (be it in print, on mobile, web, or even a well-crafted text message) a company can deliver a better customer experience and accelerate the customer acquisition. This in turn, has shown to improve retention rates and total Customer Lifecycle Value as well as giving the company’s personnel more time to focus on fulfilling customer’s needs, addressing their questions and concerns, thus deepening the relationship and expanding sales opportunities. With OpenText™ Communications Center you can maximize the effectiveness of your communications, not only by providing a single, consistent look and feel across all devices, but also by creating a dialogue from the document. Also, because the channels are linked, a customer can, say, initiate an application from their email reader and complete it on their tablet at a later time or date. Communications Center provides the robust, enterprise-grade CCM solution that you need to effectively generate and manage communications that connect all your business systems, while providing up-to-the-minute critical information to your customers, partners, vendors and personnel. You can find out more about the benefits of using Communications Center here.

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5 Conseils Pour (Re)faire Sourire un Directeur Marketing

digital marketing complexite

Il ne fait aucun doute que le marketing occupe un rôle central au sein de la majorité des entreprises. A l’ère du Digital, la capacité du directeur marketing à être en phase avec le PDG de l’entreprise, son DSI et d’autres directeurs est la clé de la réussite. Nombreuses sont les études qui prouvent que les entreprises qui adoptent des stratégies digitales globales sont davantage rentables et parées pour répondre aux attentes du consommateur de demain. L’intégration de technologies poussées par le Digital à la stratégie marketing doit s’effectuer en complémentarité avec les services informatique, produit, et commercial, sans quoi les entreprises se risqueraient à un impact négatif sur leurs ventes. Dans ce contexte, voici 5 clés qui permettront au directeur marketing de gérer au mieux leur stratégie digitale. Étape 1: Garder le client à l’esprit en permanence « Back to basics » ! Le Digital ne doit pas changer les règles fondamentales du Marketing. Tout ce qu’un marketeur entreprend doit commencer par le client et se terminer avec le client. S’il est essentiel que l’équipe marketing soit parfaitement intégrée aux nouvelles stratégies de l’entreprise, cela ne doit surtout pas se faire au détriment du client. Cela requiert de tout mettre en œuvre pour aller au-delà des attentes du consommateur et lui permettre de vivre une expérience parfaitement fluide en créant, planifiant et agissant en fonction de ses exigences. Aujourd’hui, la technologie est partout dans la gestion de l’expérience client. Mais si la transformation digitale perturbe bien des secteurs d’activité et remet en question certains modèles de revenus, il faut être vigilant à ne pas oublier les fondamentaux de la relation client. Étape 2: Parler une langue commune avec le DSI Aujourd’hui, les professionnels du marketing doivent comprendre les nouveaux défis du DSI, avoir une visibilité sur ses besoins d’un point de vue technologique, pour mieux dialoguer avec lui sur les nouveaux usages. Les frustrations et les inquiétudes que peuvent ressentir les DSI face à ce que l’on appelle « l’informatique fantôme » sont réelles. Les projets d’informatique fantôme menés au niveau des départements peuvent avoir des effets considérables sur la conformité, les performances et la sécurité des données d’une entrepriseweb; c’est pourquoi votre DSI peut sembler réticent à l’idée d’adopter les nouvelles solutions ou la dernière technologie qui vous faciliterait la tâche. Sur le plan stratégique, la fonction de DSI évolue également. Le fait de comprendre les facteurs métier et la vision stratégique de votre DSI permettra au département marketing d’obtenir plus rapidement et plus simplement les solutions technologiques souhaitées. En retour, de précieuses informations marketing peuvent être plus facilement incorporées à d’autres systèmes de l’entreprise. Indépendamment de votre secteur d’activité, il est essentiel de comprendre les technologies qui sous-tendront votre modèle d’engagement, vos propriétés Web, vos systèmes d’automatisation et vos données clients. Et c’est en travaillant avec le DSI que l’ensemble de votre entreprise en récoltera les fruits. Étape 3: Interagir avec les clients partout où ils souhaitent De nouvelles plateformes sont développées en permanence et de nouveaux modèles métier remettent en cause des institutions établies de longue date. Nous vivons dans un monde qui n’existait pas il y a seulement quelques années, où on commande un taxi à l’aide d’une application ou on réserve un hôtel en descendant de l’avion. Cet environnement en constante évolution exige des acteurs marketing qu’ils restent au sommet de leur art. Particuliers ou entreprises, vos clients recherchent activement de nouvelles façons de s’impliquer, de partager, d’acheter et de donner leur avis. En tant que pro du marketing, vous devez comprendre et anticiper les plateformes sur lesquelles ils échangent avec votre entreprise, être prêt à adapter votre stratégie marketing pour tirer pleinement parti des nouveautés qui apparaissent sur le marché. Il est également essentiel que les professionnels du marketing puissent évaluer l’impact de ces nouvelles plateformes sur leur activité, en expliquent l’importance d’un bout à l’autre de l’entreprise. Avant même la révolution Digitale, l’histoire des entreprises est semée d’exemples de sociétés surprises par l’apparition de nouveaux modèles métier. Ces cycles d’innovation sont maintenant de plus en plus courts et déstabilisateurs. Où sont vraiment vos clients aujourd’hui ? Où pourront-ils être l’année prochaine avec les nouveaux outils qui s’offrent à eux ? En maîtrisant et anticipant vraiment les impacts positifs et négatifs de la technologie sur votre activité, vous êtes sur la bonne voie pour réfléchir en « technologue ». Étape 4: Ne pas embaucher un technologue du marketing; créer une culture de la technologie Le tout récent rôle de « technologue marketing » risque d’être éphémère, tant il demeure un luxe pour de nombreuses entreprises. Il est tout aussi important de créer une culture à l’écoute de la technologie au sein du marketing, que de confier l’ensemble des connaissances et des informations pertinentes à un nouveau rôle unique. Le recrutement d’un consultant peut aider votre entreprise à s’armer sur le plan technique et à combler le fossé entre marketing et technologie. Mais au bout du compte, la connaissance des nouvelles technologies et une culture centrée sur l’innovation doivent rester l’apanage de l’équipe Marketing. La culture d’un « technologue » repose sur la compréhension des données et la valeur qu’elles détiennent pour le marketing indépendamment de la dimension de l’entreprise. Les données sont essentielles à tous les aspects du marketing — numérique et traditionnel —, et la technologie représente la clé qui permet de les comprendre et de les analyser. Terminée l’époque des « Mad Men » qui fonctionnent à l’instinct. Les entreprises ont besoin d’extraire du sens, de la nuance et du contexte dans les gigantesques quantités d’informations et de données qui résident souvent dans de multiples plateformes, canaux et formats. Des technologies telles que l’analytique du Big Data, la gestion des contenus et l’analyse des sentiments peuvent aider les professionnels du marketing à se « connecter » aux clients au bon moment, dans le bon format et selon une approche profondément personnalisée. Faute de comprendre les données et la technologie qui permettent de puiser des informations pertinentes dans ces données, le directeur marketing aura du mal à s’imposer dans l’univers du « Digital-First ». Étape 5: Faire ami-ami avec la gestion des produits En complément de la DSI, il est primordial d’entretenir une collaboration étroite entre le marketing et les entités chargées du développement et de la gestion des produits. Dans de nombreux secteurs, le marketing reste une activité qui intervient à l’issue d’une phase de développement: « voici le produit que nous avons développé, lançons-le sur le marché ». Mais des exemples récents montrent que des améliorations apportées aux produits peuvent aussi avoir un impact négatif sur l’expérience client. Prenons l’exemple de Valve Corporation, la société qui exploite Steam, le spécialiste mondial de la distribution de jeux pour PC en ligne. La société avait lancé un nouveau service pour le jeu « The Elder Scrolls V : Skyrim » qui a été accessible pendant quatre jours seulement. Valve a permis aux utilisateurs de vendre à d’autres joueurs leurs propres modifications personnalisées de ce jeu, agissant comme une App Store. Or, les clients qui créaient et vendaient des modifications encaissaient seulement 25 % des recettes. Malgré une innovation sur un nouveau modèle de revenu, la majorité des joueurs n’étaient pas satisfaits de cette répartition du chiffre d’affaires, et les désapprobations ont afflué de toutes parts. Le service a été rapidement désactivé, et Valve en a tiré la leçon suivante : les pros du marketing doivent travailler main dans la main avec l’équipe Produits pour avoir la certitude que les clients vivent les expériences et bénéficient des produits qu’ils attendent. Sans aller jusqu’à répliquer le modèle Apple du marketing produit intégré, impliquez-vous, passez du temps avec les équipes conception et rapprochez-vous de l’équipe chargée de la gestion des produits. Glanez les informations qu’elles possèdent et aidez-les à développer des produits qui pourront être commercialisés efficacement et être compétitifs dans le monde numérique.

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Is Your Application Development Getting Lost in Translation?

application development

More and more companies are changing their approach to application development, focusing instead on the information they need to create and manage instead of on the business process itself. Which makes sense, as people typically ask themselves what needs to happen, before they determine how it should happen. (You wouldn’t decide how you were going to get to a particular store, if you didn’t yet know what you wanted to buy..…….would you?) The biggest challenge with this situation is that the business experts who determine what is needed, rarely speak the same ‘language’ as the IT specialists, who figure out how to make it happen. Unfortunately, this ‘lost in translation’ scenario typically leads to significant delays during the development and deployment of new process or case applications. Bringing these key stakeholders together and providing them with a common language has long been a goal for BPM solutions, and now it is a reality, with an application development environment that meets both of their needs. Process Suite 16 removes this ‘language’ barrier, providing an intuitive application development approach that enables business experts to directly engage in development effort via a drag and drop user interface. And when IT support is required, developers work in the same environment as the business experts, streamlining communication and speeding the time and success of application delivery. OpenText has enabled this business process collaboration with an innovative, low-code application development approach that delivers case management capabilities. It supports ‘information-driven’ design, enabling the person building the application to start with the information or asset that needs to be managed, instead of how the process needs to flow. By enabling business experts, who prefer this approach, to be directly involved in the development of the application, there are fewer communication errors throughout the development process – which means less time and fewer resources are wasted. And by keeping the amount of complex (and expensive) code to a minimum, overall application costs are reduced. The result is an application development platform that speeds the time-to-market for new applications, simplifies the efforts required to modify and update processes, allows for experimentation and creates a common language that can be ‘spoken’ by both business and IT. Interested in learning more about how Process Suite 16 can help keep your application development from getting lost in translation? Read more about entity modeling in this whitepaper from Digital Clarity Group.

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A DAM Fine Time in New York – now on to Nashville

media management

Last week I got to spend time with Jon Snow, Mr. Peanut, and some monster trucks – thanks to spending a day at one of the regular OpenText™ Media Management User Group Meetings. This gathering of Digital Asset Management aficionados was kindly hosted by HBO at their building in mid-town New York. As well as the use of their impressive theater we also got to enjoy some great views of The Empire State Building from the top floor location. Customers like HBO, Kraft-Heinz, Monster Energy, and others, shared how they use the Open Text Media Management (OTMM) platform as the core of their digital marketing and content channel distribution (you can see us in the photo at the top of this blog). In these meetings each customer brings new perspectives and insights on building business cases, implementation, usage, and extending the use of DAM across the enterprise. Another highlight of the day was the opportunity for the customers and partners in attendance to hear, and see, what is in the recent Release 16 version of OTMM, and ask detailed questions of the product team. The session was highly interactive with great questions, observations, and some impressive feature demos. Overall everyone seemed very impressed by what they saw of the latest release. These single day User Groups are a great place to network with industry peers and find out what other people are doing with a technology solution; as well as get ‘under the covers’ with the folks who are developing the software. We’ll be taking this approach to a whole new level at the upcoming OpenText™ Enterprise World conference in Nashville the week of July 11. The focus for Enterprise World 2016 will be to provide more informative and detailed technical sessions, alongside customer case studies, making it the most informative user conference to date. For example, the OpenText Media Management specific sessions on offer in Nashville include: Best Practices and tips for a Scalable, Secure and Performance Tuned Media Management Platform Media Management – System Monitoring, Troubleshooting, and Logging. Creating custom widgets and transformers in Media Management How to Leverage the new Adaptive Media Delivery features in V16 to publish assets to your WCM And that’s just a small selection of more than 20 sessions around the Customer Experience Suite and the 200 plus breakout sessions, roundtables, labs, and demos on offer across the whole OpenText portfolio. Enterprise World 2016 is a must attend event for anyone in the Customer Experience and Media Management world. Check out all the details, and register at the Enterprise World website.

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Rupture Digitale: Tous Concernés

digital experience

Les nouvelles technologies et la levée de certaines barrières ont donné naissance à un écosystème au potentiel commercial illimité. Une multitude de secteurs d’activité ont entamé une mutation dans leur modèle économique afin d’être davantage en phase avec l’ère digitale dans laquelle nous vivons. Alors, à quoi faut-il s’attendre pour l’avenir ? Digital : les PDG vont devoir montrer l’exemple… La rapidité fulgurante des bouleversements digitaux représente un défi majeur pour une grande majorité (58%) des PDG, selon une étude PwC . Toutefois, risques et opportunités allant souvent de pair, 80% pensent que les technologies révolutionnaires (la mobilité, le Cloud ou les solutions analytiques) vont permettre à leur entreprise de gagner considérablement en valeur. Pour saisir toutes ces opportunités, les dirigeants devront comprendre à quel point ces bouleversements affecteront leur entreprise à tous les niveaux. Ils piloteront des actions de mutation digitale qui seront intégrées à la stratégie et à tous les échelons de leur entreprise. Ceux qui démontreront de belles qualités d’adaptation et feront preuve de créativité tireront leur épingle du jeu. En opérant une métamorphose dans leur façon de travailler, les plus hautes strates de la hiérarchie parviendront à se débarrasser des structures et des techniques de management dépassées. Elles donneront à la génération Y les moyens d’agir, avec un programme composé d’autogestion, de prise de décisions, d’expérimentation, d’innovation et de prise de risque. Le tout en dotant l’entreprise des systèmes, de la structure et de la gouvernance ad hoc pour la protéger, elle, ses actifs et ses données pendant cette mutation culturelle issue, comme les logiciels, d’un « bac à sable », cette fois-ci digital. … alors que la génération Y investit les entreprises Les membres de la génération Y (nés dans les années 1980/90) arrivent désormais à des postes à responsabilité dans les entreprises. Ces jeunes leaders vont radicalement restructurer le monde de l’entreprise à tous les niveaux – des outils de productivité aux politiques RH (possibilité de travailler de chez soi et dans des lieux extérieurs à l’entreprise) en passant par la structure organisationnelle et la culture d’entreprise. Des évolutions déjà en cours, qui vont réinventer l’idée du lieu de travail telle que nous la connaissons aujourd’hui. Ces jeunes managers seront en position de transformer la culture d’entreprise pour qu’elle s’ouvre, enfin, à des thématiques désormais clés : la liberté sur les réseaux sociaux, la souplesse dans le choix des outils professionnels et la tolérance à l’égard de la prise de risques. L’innovation fera réellement la différence par rapport à la concurrence et amènera de nouveaux modèles de collaboration, à travers des approches communautaires et de co-création avec les clients notamment. Les communications seront ouvertes, bilatérales et continues. Les images holographiques, les surfaces interactives et la vidéoconférence remplaceront progressivement les salles de réunion. Le bureau mobile va se substituer à l’open space, tandis que vie professionnelle et vie privée réussiront enfin à s’équilibrer grâce à des interactions. Cette maturité professionnelle de la génération Y pilotera l’évolution de l’entreprise. La culture d’entreprise sera un facteur déterminant de réussite ou d’échec. Les managers de cette génération recruteront des collaborateurs parmi un vivier de talents mondial, choisissant les meilleurs pour monter des équipes très compétentes. Les organisations capables d’attirer (et de fidéliser) les meilleurs recrues grâce à leur culture seront les grandes gagnantes. C’est elles qui changeront la donne et bouleverseront les modèles économiques traditionnels, voire même des industries entières. La gestion de la réputation sociale devient vitale L’engagement sur les réseaux sociaux n’est plus facultatif mais sera bien une nécessité pour toute entreprise. Le pouvoir des internautes est en effet devenu considérable. Avant, lorsqu’un client n’était pas satisfait d’un produit, il demandait à parler à un responsable pour se faire rembourser. Aujourd’hui, il poste des billets sur des blogs, publie des commentaires, donne des notes ou évalue des produits sur des réseaux sociaux, qui seront potentiellement vus par des millions de personnes en l’espace de quelques heures, et pour un coût nul. A l’inverse, s’il est très satisfait, il peut devenir une sorte d’ambassadeur digital pour la marque. La gestion de la réputation sociale et l’engagement actif sont donc vitaux. A l’entreprise de prêter une oreille très attentive, puisque un commentaire peut avoir un impact très puissant, qu’il soit positif ou négatif pour elle. Pour découvrir comment mettre à profit la rupture numérique, connectez-vous sur la campagne Digital Disruption.

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Transformation Numérique des Services Publics

transformation numerique

Les résultats d’une étude Ipsos pour Sopra Steria révélaient, entre autres, que près de 60% des Français considèrent que la transformation numérique de l’Etat est bien avancée. Thierry Brunet, Responsable Secteur Public et des solutions e-government chez OpenText, commente: La rupture technologique que les citoyens du monde vivent aujourd’hui rend la transformation numérique des gouvernements indispensable. Les résultats de cette étude montrent que les Français perçoivent l’effort qui a été mis en œuvre dans ce domaine. Pour permettre la création accélérée de services à valeur ajoutée et sécurisés pour les entreprises et les particuliers et ainsi parvenir à l’amélioration de la relation du Gouvernement vers les Citoyens (G2C), tout en effectuant une meilleure gestion de la dépense publique, l’Etat doit refondre ses infrastructures et méthodes pour aboutir à la création d’une plateforme de services. Bien que la digitalisation des services administratifs représente un travail de longue haleine, les initiatives déjà menées par la DISIC (Direction Interministérielle des Systèmes d’Information et de la Communication) commencent à porter ses fruits. De nombreux projets tels que la mutualisation des plateformes, la dématérialisation des documents à grande échelle et le partage de documents en mode collaboratif à l’échelle de l’état, sont notamment en cours. Par ailleurs, le nombre de projets actuellement en étude autour de la communication multicanal, la gestion de dossier unique ou le digital asset management est un facteur significatif de cette transformation numérique, qui positionne la France au 4ème rang du classement « e-Government » de l’ONU. Chez OpenText, nous partageons cette vision d’Etat-plateforme et nous avons conçu notre solution intégrée et modulaire EIM (Enterprise Information Management), qui permet, par les cas d’usages, de mettre en place des solutions adaptés à chaque projet, de manière cohérente et sans intégration coûteuse. En France, de nombreux établissements publics utilisent nos solutions de dématérialisation autour de SAP et notre socle documentaire ou notre BPM depuis Office, SharePoint, un navigateur ou un smartphone. Aux Etats-Unis, notre portail de dématérialisation des impôts en production depuis 2004 supporte jusqu’à 110 millions de connections par jour en archivant les documents dans la GED intégrée. Au Canada le système d’obtention des visas permet à plusieurs pays et à leurs différentes agences de collaborer en temps réel à travers notre référentiel. A Barcelone, les citoyens échangent leur point de vue sur les projets à mettre en œuvre et participent en temps réel au vote du budget. Découvrez les solutions OpenText pour le secteur public.

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Transformation Digitale: Rompre les Silos Pour Avancer

transformation digitale

La transformation digitale s’impose. Le monde change, le bouchon remonte, nous n’en voyons aujourd’hui que la tige en bois. De la transformation du marché du travail… 5 milliards d’hommes seront connectés au web en 2020, contre 2,9 milliards aujourd’hui. Plus nombreux, ces nouveaux contributeurs se connecteront aussi plus vite, 1000 fois plus vite en 2020 qu’ils ne le faisaient en 2010.  A cette foule nombreuse et plus rapide s’ajouteront les IP des objets connectés. Ce marché de 7100 milliards euros en 2020 verra 15% de nos objets connectés au web. Enfin, en 2020 la robotisation du monde aura impacté la « nature » de 30 millions d’emplois dans le monde. Jamais une technologie n’aura autant transformé le marché du travail. Pour en savoir plus vous pouvez télécharger le livre ON DIGITAL (disponible en anglais) du CEO & CTO d’OpenText Mark J. Barrenechea. … à la réorganisation profonde des entreprises d’aujourd’hui et de demain L’entreprise s’enrichit, au sens propre, grâce à cette transformation, qui, d’abord, améliore sa performance. Watermark estime que les entreprises ayant réalisé une mue digitale surpassent leurs concurrents de 43% en termes de performance. Pour l’entreprise, la transformation digitale est protéiforme, loin du stéréotype consistant à la considérer à travers le prisme exclusif et restrictif du digital marketing. Elle existe en effet bien au-delà, dans la diversité de ses processus. Ainsi, l’arrivée de la génération Z née avec internet, l’immédiateté du web et les réseaux sociaux, impliquera pour l’entreprise de transiter d’une organisation pyramidale à une organisation sociale. La communication et les relations avec l’écosystème de l’entreprise évoluent également.  La relation client devient progressivement une « valeur » fondatrice dont découleront les modèles organisationnels de l’entreprise de demain. Une connaissance pointue de ce dernier est précieusement cultivée. L’information qui lui est fournie est plus personnalisée, ses choix peuvent être anticipés. L’organisation de la Supply Chain intègre quant à elle de plus en plus l’entreprise à son écosystème. Les cycles se réduisent et se réduiront davantage, pour passer du mois à  la semaine, puis de la semaine au jour. Les intermédiaires déjà moins nombreux et se feront encore plus rares demain. De la production en masse, nous passons petit à petit à des fabrications en petites quantités et à une organisation en flux tendus. Les capacités offertes par l’impression 3D participeront notamment à cette évolution, permettant la transition de la série vers la petite quantité personnalisée), et ce ne sera qu’un début. L’impact du digital sur l’innovation est en effet immense, comme le démontrent plusieurs récentes évolutions technologiques déjà visibles au-delà de l’impression 3D comme les hologrammes, les outils avancés de conception et de simulation. En outre, la part croissante faite au « crowdsourcing » dans la définition des axes d’une stratégie d’innovation préfigure la façon dont seront définis les axes d’innovation de l’entreprise de demain. Là aussi, le client est la source. Ainsi c’est dans la diversité du modèle organisationnel de l’entreprise que s’articule et se réalise la transformation digitale, à travers ses différents départements, entités, business units, ses silos… Pour découvrir comment mettre à profit la rupture numérique, connectez-vous sur la campagne Digital Disruption.

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New OpenText UK HQ Provides a Better Way To Work

OpenText UK HQ

Over 250 OpenText employees gathered in the company’s Reading (UK) office recently to see Gordon Campbell, Canada’s High Commissioner to the UK, officially open the newly refurbished and extended OpenText UK headquarters. The expanded facility bring together a number of OpenText offices from across the UK into one building, providing employees with a work environment that fosters integration and collaboration, as well as a showcase for customers looking to succeed in the Digital World. During the opening, High Commissioner Campbell, said: “OpenText is a true Canadian success story that began 25 years ago in Waterloo, Ontario. Since then, we have seen OpenText grow to become one of the world largest software companies, and one of Canada’s premier technology providers. I am confident that OpenText’s new, expanded facilities here in Reading will lead to even greater – and well-earned – success across the UK.” The new OpenText UK HQ brings together people and technology to facilitate better, smarter and more collaborative working. Mark Bridger, Vice President of Sales, Northern Europe, OpenText commented, “We wanted to achieve three specific goals with the new OpenText UK HQ: a location that reflected the OpenText culture; an office that allows our employees to work flexibly and collaboratively; and a building that our employees would be excited about. With over 60% of the office space allocated to flexible working, we feel that employees, partners and customers will find the new OpenText UK HQ a truly inspiring place to work.”

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Next Generation OpenText Content Suite is Here…You Won’t Look at ECM the Same Way Again

Content Server

Re-thinking ECM Drives Personal and Process Productivity as well as Control It’s happened. Last month saw the release of major upgrades to the OpenText product line, including an incredible new version of OpenText™ Content Suite. Together they represent the most ambitious, extensive launch in OpenText history. Nothing has even come close to this in my eight years with the company and I have to say, it’s a pretty exciting milestone! Of course, I’m most excited about the powerful new edition of Content Suite. Its most important innovations — huge advances in functionality and usability — are inspired by a whole new way of thinking about ECM, its role in the enterprise, and the way knowledge workers interact with, and use information. What’s led to this step change? Take a look around your own office and the answers become clear. People Processes Governance The demographic make-up of our co-workers is tilting toward the digital-native generation, a cohort that’s come of age with simple, instant access to the information they want, whenever and wherever they want it. And they expect to work the same way; they’re mobile, agile, and instantly responsive. As you’ve probably experienced, most organizations are poorly equipped to meet this new approach to sharing, collaborating, and innovating. Used to be, phone calls, faxes, and eventually email provided 99% of the information flow you needed to do your job. Not any more. Digital information is flooding the enterprise in exploding volumes, from ever-diversifying sources. Data generated by everything from social media to the supply chain constitutes an organization’s most valuable asset, if they can use it properly. There’s a critical need to seamlessly integrate, aggregate, and correlate this information to extract full value from it, as well as the people and processes that create it. Unfortunately, working with huge pools of data has a dark side. Digital information’s key strength — mobility— has led to regular data breach headlines. Countless employees put employers at risk every day by transferring intellectual property to unsanctioned, ungoverned apps for easy access. In a world of increasingly complex and far-reaching security, privacy, and compliance requirements, organizations struggle to maintain control over their information with outdated tools, inadequate oversight, and labor-intensive practices.   Content Suite 16 is purpose-built to help organizations solve all these problems. It’s not just a re-launch of our ECM platform, it’s a complete re-think of the purpose and function of ECM within enterprises as they transform to become fully digital. By building on its traditional strengths as guardian, bond, and organizer of information with new usability and integration functionality, Content Suite shifts the focus of ECM toward creating an enterprise-wide information backbone that places people before technology. It can now bridge previously isolated silos and distribute information effortlessly to drive productivity and oversight in three inter-connected areas: Personal Productivity Users want to access, share, and collaborate on business content in the same seamless, simple ways they connect with each other in their private lives. Content Suite 16 creates this environment. With OpenText™ Tempo Box and OpenText™ Core, organizations can finally foster frictionless synch-and-share collaboration on both sides of the firewall in a fully governed ECM environment. Users work the way they want, on their own terms, anytime, anywhere, underpinned by an ECM safety net that manages everything from version control to auditing to application of meta-tags. Content Suite 16 also introduces a new user interface, one that provides a cohesive personal experience tailored to each individual user. Everything related to a subject can be personalized and presented in a simple format based on the user’s role and device. As an example, here’s an insurance industry use case: Through one easy-to-master interface, users can see everything they need to in relation to a claim — account information, completed claim form, feeds from the adjustor in the field, in-line communication from across the company, task lists, and more. All compiled, connected, and shared through Content Suite. Process Productivity In the digital era, we’ve digitized enterprise processes but not done a very good job of connecting them to each other. The information they produce is usually stored in a siloed repository aligned to the process. It’s usually hard to access, difficult to govern, and almost impossible for the business to use effectively. The Extended ECM capabilities of Content Suite eliminate this. They integrate ECM into the lead applications that produce this data (SAP®, Oracle®, Microsoft® and others), connecting silos to aggregate related information and present the full picture of any instance. With ECM fully embedded in the process, governance policies and classification tags can now be automatically applied right at the source. Users are spared from doing the dirty work, yet benefit from the results. Imagine a use case where a user with a decision to make doesn’t even leave the application they’re working in to access the contract, inventory reports, sales figures, and email communication related to a supplier. Think of the increased efficiency, insight, and throughput. It’s all possible now. Control Having all this newly accessible information available to be usedin innovative, far-reaching ways actually creates more risk and inefficiency if proper governance and control isn’t consistently applied at all points. Analysts have always considered information governance to be one of Content Suite’s competitive strengths and Content Suite 16 improves on that. The key is in the ability to integrate governance best practices into both personal and process information flows without impeding productivity. Personal Productivity content — the high-volume, wildly unpredictable result of day-to-day collaboration and creation — is notorious for being high-risk while resisting oversight. Content Suite 16 introduces new capabilities to transparently capture content as it’s created in applications like file synch and share, email, and SharePoint® and automatically apply retention and security policies based on machine learning. Process Productivity data — critical to continuity and records management — can now be automatically classified, tagged, and aggregated behind the scenes as soon as it’s generated. It’s inducted into the enterprise information lifecycle for effortless discovery and use by records managers, legal teams, and LOB leaders. OpenText Content Suite is the Future of ECM Content Suite redefines the role of ECM in the digital enterprise. It creates a seamless cross-enterprise information grid that provides the Personal and Process Productivity gains enterprises need within a framework of Control. Available on premise, as a subscription in the OpenText™ Cloud, or as a managed service, today it stands as the only comprehensive, fully integrated ECM suite in the industry. Take a few minutes to find out more about what we have in store for you in Content Suite 16. Start by erasing your preconceived notions and perceptions of ECM. Then, visualize what transforming to become “digital inside” means to your organization. Chances are, OpenText Content Suite’s innovative new approach to implementing, extending, and using ECM can get you where you want to be.

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How Digital Disruption is Shaping Customer Experience – Webinar Invite

digital disruption

On May 12, I am the key speaker on a customer experience webinar entitled ‘From Drones to Smart Homes’. It’s the first in the new OpenText Digital Innovation webinar series that takes a fresh perspective on important issues that are affecting every business today. So, I thought I’d take a moment to give my perspective on delivering an excellent customer experience beforehand in the hope it persuades you to join me on the day. Perhaps the place to start isn’t with experience at all. Perhaps the place to start is with customer expectation. In almost every industry there are transformational changes in the experience companies are delivering to their customers. Think about moving from 28 days to same day delivery – then to real-time tracking of your order in transit. Today it seems that we’re not far from having delivery drones landing on our lawns! The first time you experience something like this, it feels like a revelation. By the tenth, it feels like it’s the norm. We have to live by one rule of thumb: customer delight always turns rapidly into customer expectation. You can occastionally afford to not delight your customer on a few of the interactions you have with them –  but you are in big, big trouble if you consistently fail to meet their expectations. The challenge is that, with every digital customer experience innovation we deliver, we consistently raise the bar on customer expectation. So what do customers expect? They expect a consistent experience with a company no matter which stage they are in their buyer’s journey. They expect to be able to connect with the company on any channel they choose. They expect to begin an interaction – buying a product or receiving support – on one channel and complete it on another seamlessly. They expect more transparency, more honesty and more information from their chosen suppliers than ever before. They don’t hope for this experience. They don’t want this experience. They expect this experience. And, they will go elsewhere if they don’t get it. Customer experience expert Steven Van Belleghem says: “The amount of trust consumers put in brands is decreasing all the time, and a typical consumer will now switch brands without hesitation if they get a better offer.” In this world of digital disruption, it is all too easy for an organisation to become the architect of its own downfall. In a rush to provide better and better external experiences, the company overlooks how closely tied external and internal processes actually are. In doing so, they set themselves up to disappoint the expectations of their customers. There is little point in marketing painting a wonderful picture in the customer’s mind if the product or the service fails to meet the expectations set. A customer can have the perfect purchasing experience but if the product arrives damaged or doesn’t arrive at all then all that good work is undermined. Organisations want to go digital on the outside. They know they need to be able to accommodate the growing number of data types and communications channels that their customers are embracing. They also want to go digital inside – creating new systems that transform digital operations, streamline internal processes, reduce information glut, and integrate business applications with information stores. Most companies find the prospect of tackling both at the same time too daunting and risky preferring to focus on internal processes. But, even here, creating end-to-end processes is challenging when you are faced with information silos built up over years or decades. On top of breaking down the silos, you have to layer on the ability to integrate the new data types and channels. Digital disruption is challenging the customer-facing parts of your business, but business transformation is an even greater force. At this point, business transformation becomes the bigger initiative and digital transformation falls under the larger umbrella. Unless carefully managed, the initial reason for embarking on the transformation – to deliver excellence digital customer experience – can become lost in the drive to improve internal processes. From my perspective, a more productive and longer term strategy is to redefine what you mean by digital outside and inside your business. You can instead see then both as a single cross-functional process that flows seamlessly between customer behaviours and internal functions. This allows you to focus on changing a single business process – such as supply chain management – rather than taking on two huge transformation projects simultaneously. It reduces the cost and risk involved in effectively responding to digital disruption and delivering consistently excellent customer experience today and into the future. I hope this has captured your curiosity and you’d like to know more about how OpenText can help you deliver an ever better customer experience. If so, I’d like to invite you to join me on the ‘From Drones to Smart Homes’ webinar on May 12 at 2pm BST for an hour.

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Transforming Your Business Processes

business processes

Many people think of digital transformation as nothing more than the act of going paperless. However, at OpenText, we believe it is much more than this. In fact, we consider digital transformation to be ongoing business processes – a journey instead of a destination. Going digital radically redefines how we innovate, regardless of industry. It accelerates the pace and scale of a business, and creates opportunities for new ecosystems to thrive. With this in mind, business processes need to do more, use more and change more. They need to better adapt to manage routine and non-routine work, and support structured and unstructured processes. And all these processes require content, from forms and documents to images and many other types of media. As this content moves through the business via various processes, the two – content and processes – need to be tightly connected. This is where OpenText™ Process Suite 16 together with enterprise content management (ECM) and customer experience management (CEM) delivers the solutions that support digital transformation. With Release 16, Process Suite supports tight integration between content and processes to connect the right person, system or thing with the content it needs – at the right time. We call this ‘information-driven’ design: it focuses on how your information assets need to be managed and then allows you to build the right processes to manage them. By connecting your business processes with your content, you’re able to create context: your users can stay in the flow of work, uploading and sharing content as needed while the content management transparently happens behind the scenes, applying metadata to content, enriching its contextual value. This enhances your business processes and gives you the opportunity to ensure the right information is acted on at the right step in the process, providing the context so that action can be taken to move forward. To learn more about how OpenText Process Suite 16 and how it can help you create context for your business process, check out the Process Suite Executive Overview.

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Using Synchronized Media Assets to Bridge Platform Silos

media assets

Positive customer experience is all about removing the friction from the process. The easier something is to do, the better the experience. Today’s customers increasingly expect these transactions to seamlessly transition from one digital platform to another while retaining a consistent, personalized, digital experience, with data, information, and media assets moving seamlessly from one environment to another. It is tempting to try to address this by breaking down as many operational and siloed business and technology platforms as possible. This is often an impractical approach that leads to mismanaged expectations, delays, and higher than expected costs. It is better to bridge the silos in a way that allows data to flow between them. Instead of trying to break down silos, bridge them into irrelevancy by delivering a customer experience solution that focuses on delivering high impact content (usually visual), and allows you to conduct meaningful analytical analysis to continuously refine the experience. With an exceptional digital experience in place, it is not only the customer, but also your supply chain, distributors, and even employees who can benefit as well. The most effective way to bridge content silos is by adopting a media management strategy that empowers your digital supply chain by drawing brand approved assets from a centralized repository to deliver a connected consistent experience to multiple destinations – web, kiosk, mobile, tablet, etc. – which are compatible with the end user’s device. But what happens once you’ve published a media asset and it’s been delivered to one or more devices? What if the asset (be it an image, video, PDF file etc.) needs updating? Do you need to trace it and update each siloed instance individually? How do you know that you’ve found all the possible uses of that asset? Managing a media asset’s lifecycle can often be a hidden cost that in real terms costs more than the original investment in producing the asset. With the OpenText™ Media Management (OTMM) you can control your assets even after they’ve been published outside of OTMM. Assets are updated automatically when the tethered version in OTMM changes so you don’t have to. Every web page or application with the asset’s embed code – even the forgotten ones – will have the latest, correct version to make sure you stay on brand with current media assets. No more chasing content across operational and technology silos. Find out more about OpenText Media Management and how it helps companies enhance their investment in brand value and digital media with technology to manage and control media assets across various departments and optimize resources, efforts and budgets in an organization-wide strategy that delivers on your brand promise.

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Introducing The Future of Information


I’m excited to kick off my latest blog series, “The Future of Information”. It’s based on my Innovation Tour (“iTour”) presentations and provides the OpenText view of the Digital Revolution, explores its impact on the enterprise, and introduces OpenText Release 16 as the transformative enabler. To help organizations take advantage of digital disruption and create a better way to work within their enterprise, we have just announced OpenText Release 16, the most comprehensive, integrated digital information platform in the market today. We are all information companies. Whether we are a bank, an insurance agency, a mining company, a manufacturer, a technology company—all of our daily business operations hinge on information in its many formats. Our information is valuable. Not only does information drive business, it is also a key differentiator that will define our competitiveness in the future. I invite you to follow the series, and together, we’ll explore the future of information with topics like: Extreme Automation and Extreme Connectivity The Impact of the Digital Revolution The Key Disruptive Forces Climbing the Curve is Insanely Hard Enter the Millennials Enter the Machines The Rise of Cognitive Systems The OpenText View of the World EIM – A Single Source of the Truth OpenText Release 16: THE Digital Platform Introducing OpenText Suite 16 Introducing OpenText Cloud 16 Information Governance and Security It’s Time to Rethink ECM BPM: Creating Digital Business Processes CEM Delivers the Full Customer Journey Analytics Everywhere OpenText Release 16 Introduces Cognitive Systems Business Network…Extreme Connectivity The OpenText Cloud Architecture Matters

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Redefining The Customer Journey

customer journey

Management Consultant and author Peter Drucker once wrote that “the purpose of a business is to create and keep a customer.” This may seem to be an obvious statement, but many companies traditionally focus on the first half of that statement to the detriment of the latter part. It could be argued that keeping a customer is more important than finding a new one – for a repeat customer is often an engaged customer. As OpenText CEO & CTO Mark J. Barrenechea points out in his book, On Digital, the digital world helps you by giving you more ways to know your customer better. “Know Your Customer isn’t just a regulatory obligation, it’s a key competitive differentiator. The best way to satisfy your customer is to truly understand them. You can do this by mapping your customer journeys.” But customer journeys are changing. The old traditional models of a singular pre-determined linear path or funnel from awareness to purchase no longer apply in a digital world where flowcharts have given way to multiple interactions at whatever point the customer wants it to be. The customer is not only driving the decision on when and how interactions are made, they are also demanding a more personalized experience. In a recent article, CMSWire columnist John Zimmerman outlined a vision of a digital experience platform that delivers “individualized content presentation for each customer interaction.”  To achieve this vision, organizations need a better way of engaging with the customer. This requires an enhanced understanding of the customer’s journey, one that is an infinite engagement rather than a linear process. The process can be viewed from two different perspectives: The Customer’s Perspective is one of a continuous experience where they BUY, then OWN (or use) a product (or service) throughout its lifecycle before repurchasing. The Enterprise Perspective is one of a continuous process where they ACQUIRE and then SERVE a customer to lead to a level of engagement where they will acquire additional revenue from that same customer and/or more customers “through recommendation”. The full engaged customer journey cannot be addressed by separate applications at different parts of the process. To be fully effective, it has to provide an exceptional continuous experience made up of a combination of many different experiences, processes and systems that all have to interact. These different aspects of the journey can be grouped into five separate, but interdependent, layers: The customer’s activity, The company’s activity, The departments involved, The related business process, The associated metrics used to measure and manage the engagement. I’ll be examining each of these layers in more detail in upcoming blog posts.

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Analytics at 16 — Better Insight Into Your Business


It’s been 16 years since the dawn of Business Intelligence version 2.0. Back then, the average business relied on a healthy diet of spreadsheets with pivot tables to solve complex problems such as resource planning, sales forecasting and risk reporting. Larger organizations lucky enough to be cash-rich employed data scientists armed with enterprise-grade BI tools to give them better business insights. Neither method was perfect. Data remained in silos, accessible in days, not minutes. Methodologies such as Online Analytical Processing (OLAP), extract-transform-load (ETL), and data warehousing were helpful in computing and storing this data, but limitations on functionality and accessibility remained. Fast forward to today. Our drive to digitize analytics and provide a scalable platform creates opportunities for businesses to use and access any data source, from the simplest flat files, to the most complex databases, and online data. Advanced analytics tools now come as standard with connectors for multiple disparate data sources and a remote data provider option for loading data from a web address. These improvements in business analytics capabilities provide industry analysts with a rosy outlook for the BI and analytics market. One is forecasting global revenue in the sector to reach $16.9 billion this year, an increase of 5.2 percent from 2015. A Better Way to Work While business leaders are clamouring for more modern analytics tools, what do key stakeholders — marketers and the business analysts who support them, end-users, and of course IT and their development teams — really want in terms of outcomes? Simple: businesses want their analytics easy-to-use, fast, and agile. Leading technology analysts have commented that the shift to the modern BI and analytics platform has now reached a tipping point, and that transitioning to a modern BI platform provides the opportunity to create business value from deeper insights into diverse data sources. Over the last few years, OpenText has established its Analytics software to serve in the context of the application (or device, or workflow) to deliver personalized information, drive user adoption, and delight customers. Our recent Release 16 of the Analytics Suite is helping to enable our vision of using analytics as “A Better Way to Work.” The Analytics Suite features common, shared services between the two main products — OpenText™ Information Hub (iHub) and OpenText™ Big Data Analytics (BDA) — such as single sign-on, single security model, common access, and shared data. Additionally, iHub accesses BDA’s engine and analysis results to visualize them. The solution includes broadly functional APIs based on REST and JavaScript for embedding. Both iHub and BDA are available deployed either on-premises or as a managed service to serve business and technical users. Understand and Engage This focus drives our approach. At a high level, we enable two key use cases (as illustrated below). First, advanced analytics harnesses the power of your data to help you better understand your market or your customers (or factory or network in an Internet of Things scenario). Second, you engage with these users and decision makers with data-driven visual information like charts, reports, and dashboards—on the app or device of their choice. Whether you are looking to build smarter customer applications or harness the power of your big data to beat the competition to market, analytics is the bridge between your digital strategy and business insights that drive smarter decisions—for every user across the enterprise. Check out the Analytics Suite today and gain deeper insight into your business.

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EIM – Roadmap For Manufacturing Transformation


I joined OpenText in February this year and the timing could not have been better. The company was only a few months away from launching the biggest release of our EIM (Enterprise Information Management) solution. And does time fly! OpenText Release 16 for Suite 16 and Cloud 16 is now available. But what is EIM? In my own words EIM provides data and process management that improves customers’ experience and performance through centralizing information, “one single version of the truth”. EIM possesses powerful transmittal and transactional mechanisms that allow data exchange in efficient, secure and compliant ways. EIM allows a company to harness data to provide valued information for consumers of the data, who by using embedded Analytics can gather insight and support better decision making resulting in better business outcomes. You can find a more formal description here. Research by the likes of Capgemini shows us that every industry is experiencing massive disruption through digitization and the research shows us that organisations that have a plan for information management, and who then execute against that strategy can out-perform their contemporaries and competitors by up to 26%. With my background in Engineering and Manufacturing I am particularly interested in the benefits EIM provides to help manufacturing companies digitally transform, and you can browse examples including Michelin, KUKA and more who have started that journey here. Manufacturing is living in exciting times, in an age that is being described as the 4th Industrial Revolution; the Industrial Internet of Things (IIoT). Data is everywhere; being generated across the internet and by technologies which themselves have been described as transformational or disruptive. Examples such as 3D printing, cloud, drones and wearables collected data is transforming manufacturing. Many of these technologies are not new, however, when used in conjunction with each other and connected to the internet (IoT) new possibilities are being realized. Digital transformation of Manufacturing will be an ongoing discussion in my blog posts and will be a topic of my presentation at our customer conference Enterprise World in July, in the dedicated manufacturing track. See here  for further information on Enterprise World. For more discussion on the future of information check out CEO Mark Barrenechea’s blog.  

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Fax in Your B2B Digital Transformation


The journey of digital transformation. It’s likely that your supply chain has already started the trip. If not, then it’s very likely to start soon. Catalysts may be corporate events like mergers and acquisitions; initiatives like supply chain visibility; or IT projects like an Enterprise Resource Planning (ERP) system upgrade. Throughout the trip it’s important to consider your B2B partners — including distributors, transportation carriers, banks, insurance providers, or purchasing organizations — that help you deliver the level of quality in products or services that your customers expect. Your largest partners may already be on a similar journey of digital transformation so you can count on them to move forward with you, perhaps your mid-sized partners are as well, especially those with enough capacity or IT resources to support their B2B infrastructure. But what about your smallest partners? They may have little or no IT resources to support B2B processes and so rely on manual methods for invoices, purchase orders, delivery notices, and other B2B documents. To send these documents they will likely rely on a fax machine. If your business receives these faxes on a regular basis then you may have a community of small partners that could be left behind in the digital journey. It’s time to consider the fax in your B2B environment. According to a recent study, ‘The Current and Future State of Digital Supply Chain’, 48% of respondents rely on fax, phone, and email to interact with supply chain partners. That number reflects a vast amount of manual processes that could simply be accepted as the status quo. Businesses that seek to increase their visibility and transform their supply chain can lose sight of the fax—and the smallest partners as a result. With OpenText™ Fax2EDI, OpenText™ Business Network customers can automate fax-based processes with their trading partners. Cloud-based image capture services transform supply chain documents received via fax or email into machine-readable information, ready for integration into your back-office systems. So the next time you see a B2B document received through a fax machine consider the trading partner on the other end. Will they join in you in the transformation of your supply chain?

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NAB Show 2016 – Not My First DAM Rodeo

OpenText at NAB

At NAB, the National Association of Broadcasters show in Las Vegas, Digital Asset Management (DAM), media and technology are finally catching up. I have been attending the NAB Show for nearly all of my working life – a long time! I have been working in the DAM industry for the last five years and it is gratifying to see the amount of interest in DAM at this show. Over the years, many media companies were looking for solutions to better manage media, but they were ahead of their time. The technology just hadn’t progressed to a point to make their vision a reality. Now the technology is catching up. Broadcast media has certainly evolved. Back in the day, it seemed innovation at NAB was about how many shiny new buttons were added to the cool box for the control room gallery or studio. Now all those buttons are part of a slick mouse-controlled interface that can do the same job that it used to take 25 people to do. Managing media assets and metadata, whether its called MAM, DAM or whatever, should be a no-brainer in the media industry. DAM sits at the intersection of making media and doing something with it. It is not just about broadcasting, and DAM is not just a library of media content. The biggest change for vendors in both broadcasting and DAM is in integration. The silos must die! The proprietary systems of the past have given way to interdependent ecosystems. In DAM this means going beyond integration with other systems and being able to adapt to the customer’s environment. Who wants to support an integration in which both ends have to code and test at every release to make sure the middle still works? Plus, there are so many pieces to fit together, multiple systems and dependencies that need to share information and work together. It is all part of an ecosystem which includes the processes to plan, produce, deliver, and measure digital media. Lots of pieces have to fit together and work together in complex environments, touching all parts of the organization and the wider digital media supply chain. What excites me about DAM (OpenText™ Media Management is the one I am most familiar with) is that it is moving to more of a configuration model, rather than heavy coding for integration and customization. It  allows loosely coupled integration with secure, controlled access to share and synchronize data. It allows customers to work the way they want to work. At OpenText we are starting to see this with the media companies we work with. We can media-enable the processes, such as project management, so you can track the people, budget and time as a project as all of the associated assets move through its lifecycle. We can consolidate the assets so there is a single container or place for all the metadata, relationships and versions – a single source of the truth, and we can securely manage and control access. Ultimately, this is about providing transparency and collaboration in media planning and creation, and leveraging metadata to provision the processes in how that media content is to be used.  Then providing the feedback with analytics and metrics in how it is actually used across all of the  different delivery vehicles to get your message and story to any audience, any device, any format, any time. I tell customers all the time that every company is a media company. And it’s a great time to be a media company.

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Introducing Process Suite 16

Process Suite 16

Real-world business processes can be messy, inefficient and downright painful – we know! We have listened to your feedback, identified your key pain points, and now, are pleased to announce the solution to your business process problems: OpenText™ Process Suite 16. Our new OpenText Process Suite 16 Platform (Process Platform) delivers the power and flexibility you need to digitize, automate and integrate your business processes across functions, systems, machines, and clouds. Process Platform facilitates the process-flow of information throughout your business in human-to-human, human-to-machine and machine-to-machine interactions. And most importantly, these processes can be either structured or unstructured – providing you with the ultimate control to optimize and expand your business performance. The Process Suite 16 Platform was built to simplify the effort it takes to get to a business solution. At a high level, here are some of the new features that will help businesses achieve their desired business outcomes more quickly and easily: One Platform, Two Approaches: Most processes that span a business are at times structured (process), and at other times ad hoc (case). Process Suite 16 enables you to use a single system to easily manage these processes as they transition from structured to case and back again, which better supports the reality of your day-to-day business. Simplified Application Development: Process Suite 16 introduces a new low-code application development approach that provides an alternative to process-centric design. Instead of following a process-driven design, you can build a process application based on how the information needs to be processed. This is more intuitive for business experts and enables them to be directly involved in development. When IT support is required, developers work within the same environment to streamline communication and speed the time and success of delivery. Content Rich Processes: Content is managed with processes, and processes need content – whether it’s a form, document, media or voice file. Process Suite 16 allows you to bring everything together (including both structured and unstructured processes) easily, effectively and at the right time, which increases productivity within and across your teams and processes. Greater Integration Capabilities: Integrations that deepen the information exchange between Process Suite and OpenText Content, Analytics and Experience Suites as well as with external systems and applications. OpenText Process Suite 16 also includes many other new features including improved user experience, new pre-built applications and new mobile app development support. Visit Process Intelligence or read the Process Suite 16 Executive Brief to find out more.

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Eight Seconds! Your Deadline to Deliver an Engaging Web Experience

web experience management

Eight seconds! Research has shown that’s all the time you have to capture the attention, and engage with, the average user on the web. Eight seconds! To meet this challenge, it isn’t enough to create great web content and deliver it through a traditional web content management system. To really capture attention you need a compelling web experience management strategy. Today’s web users expect a higher level of engagement and sophistication when it comes to their online experience. These elevated expectations have led to a more contextual, meaningful and compelling conversation between website, brand and user – across multiple devices and platforms. Rather than simply pushing static content to web properties, businesses now need to exceed customer expectations with tools that dynamically deliver adaptive and content-centric experiences across any, and every, channel where the customer may be interacting with them. There needs to be a bi-directional flow that runs from consumer to the organization and back again. Web content management is no longer a single point solution for website management because businesses are looking to integrate other enterprise systems that can bring greater value to their web content. Integration into these touch points allows for a greater 360-degree view and three-dimensional understanding of your customers. Omni-channel touch points must also take into consideration multilingual content, translation services and engines, and translation dashboards, which ensures that content pages are translated and localized for global visitors. Omni-channel touch points need to be available 24/7, which means that more self-service applications have to support consumers’ behaviors. Website management has been transformed from a static publishing process to a highly engaging web experience that compels audiences to interact and engage. As businesses try to find the balance between outbound and inbound marketing, the website is still at the forefront of every conversation with the customer. Using your website to create fresh, relevant, targeted content specifically designed to reach a distinct audience segments is key. Inbound marketing, significantly less expensive than outbound marketing, includes strategies such as social media marketing, blogging and content marketing, podcasts, white papers, eBooks, infographics, etc., and can be used to personalize the experience of customers, engage with them and let your brand shine. With a web experience management strategy and supporting platform in place, Digital-First enterprises can report and analyze the usage of pages, content and other relevant objects to increase the visibility of any information delivered in a personalized way and to optimize their knowledge regarding consumers’ expectations through any related business process, business partner and enterprise application. This will help to drive a higher customer lifecycle value and increase upsell revenue. Find out more about the OpenText™ Web Experience Management platform, and how you can use it to deliver compelling, and adaptive experiences across multi-channel touch points, to transform everyday online transactions into actionable, strategic insight.

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