Digital Transformation

Process Automation Anchors the Delivery of Digital Customer Experiences

process automation

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

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Artificial Intelligence and EIM

Artifical Intelligence

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

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

Digital Transformation

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

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Getting Hands On With Release 16 and OpenText Professional Services

Professional Services

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

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Personalized Public Services Require a new era of Information Sharing

personalized public services

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

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OpenText at Sapphire 2017


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

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

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

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


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

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AI-Enhanced Search Goes Further Still With Decisiv 8.0


OpenText™ Decisiv extends enterprise search with the power of unsupervised machine learning, a species of AI. I recently blogged about how Decisiv’s machine learning takes search further, helping users find what they’re looking for, even when they’re not sure what that is.   Now, Decisiv 8.0—part of OpenText™ Release 16 and EP2—takes the reach and depth of AI-enhanced search even further. Take Search to More Places In addition to being embedded in both internal and external SharePoint portals, Decisiv has long been integrated with OpenText eDOCS, enabling law firms to combine AI-enhanced search with sophisticated document management. Decisiv also connects to OpenText™ Content Suite, Documentum, and a wide range of other sources to crawl data for federated search. Decisiv 8.0 expands these integrations with the introduction of a new REST API. With this release, administrators can efficiently embed Decisiv’s powerful search capabilities into an even broader range of applications, such as conflicts systems, project management, CRM, and mobile-optimized search interfaces. Take Search Deeper Other enhancements in Decisiv 8.0 include a new Relevancy Analysis display, which shows researchers precisely why their search results received the rankings they did and even lets them compare the predicted relevance of selected documents. This enhancement helps researchers to prioritize their research more effectively and administrators to understand how the engine is functioning and being leveraged across the enterprise. New Open Smart Filter display options also help researchers benefit from using metadata filters to zero in on useful content. By opting to automatically show the top values in each filter category (left side of the screen below), administrators can educate researchers on how to use filters for faster access to the content they need, without training or explanation. Decisiv Goes Beyond Legal Decisiv’s premier law firm customer base leaves some with the impression that Decisiv is just for legal teams. In fact, Decisiv’s machine learning isn’t limited to any specific industry or use case. That’s because it analyzes unstructured content on a statistical basis, rather than taxonomical. (Surprisingly, sometimes lawyers do lead the way on versatile technology.) …and Decisiv Goes to Toronto Learn more about Decisiv Search and our other award-winning Discovery Suite products at Enterprise World this July. You’ll hear from top corporate, law firm, and government customers how their enterprises are leveraging OpenText’s machine learning to discover what matters in their data.

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The Right Cloud to Meet Your Business Needs


When customers think of moving their Enterprise Information Management (EIM) to the cloud – the question is not so much whether or not to do it – as it is what type of cloud to use and how soon can they start. Recently at the AIIM First Canadian Chapter seminar in Toronto, we talked about managing information in a cloud world. With so many cloud models– like Infrastructure as a Service, Platform as a Service, multi-tenant SaaS and dedicated cloud managed services, customers can easily get overwhelmed and confused about what’s right for their business needs. Let’s simplify the different models with a building analogy: Infrastructure as a service (IaaS) is like a piece of zoned land with utility hookups where you can build a house – there’s a company that takes care of sewers, electrical, phone lines, etc.. If there is a problem with the services you contact the company. If there’s a problem with the house – that’s your responsibility. Many times it is up to you to assess whether the problem is with the house or the infrastructure. Platform as a service (PaaS) is like a mobile home park, where there are shared services used by all residents, but individual land plots are rented on a timed basis. The common areas are updated all at once with some notice from the park. You may make some changes to your own trailer, but some changes are prohibited and others may need to be approved. Software as a service (SaaS) is like a condo building, where you own your own part of it, but it’s within a shared environment including several other units. Many of the building facilities are shared – there is one set of heating and cooling equipment, one pool, one garage, etc. and this provides economies of scale. Within your own unit some adjustments can be done, but there are restrictions – for instance you can increase or decrease the temperature, but only within a defined range. Dedicated (sometimes called hosted) is where you own the land and the home and have virtually complete autonomy, within minimal guidelines. Facilities within the house are dedicated only to this one house. When changes are required you are responsible, and can bring in help (managed services). On-premises is like a cottage, where you need to deal with a lot of the services yourself, such as water and septic systems. You can bring in someone to help, but it’s ultimately all your responsibility. Upgrades here may be more of a challenge. Managed services is like having a property manager, cloud or on-premises, to augment your own efforts (or that of your staff). Managed services saves you time and ensures an expert is managing for you. Hybrid (cloud to cloud, cloud to on-premises integrated scenarios) — is like owning a condo or a house and driving to a cottage.  You have different levels of service at each location but they share information. So what type of cloud is right for your EIM applications and solutions? The answer is – it depends on what your IT team has the resources to do – and what use cases you have. While providing some benefits of cloud, IaaS and PaaS still leave a lot for customers to do – they still have to manage their own middleware, security patching, and the applications themselves. The level of work on the application is similar to what it is when operated in the organization’s own data center. SaaS can be a great answer for specified use cases. It can provide agility and ease of operation with applications that meet a defined set of requirements. Applications such as OpenText™ Core, LEAP, Active Applications, Axcelerate and Extream fulfill use cases for many organizations in several industries. In many other cases, Dedicated or Hybrid cloud may be the key to meeting your business needs. In fact, according to Gartner: “The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios.”¹ Most of our Enterprise ECM customers have multiple use cases and requirements which may that lead them to prefer dedicated or hybrid deployment. Some want control over timing for patching and upgrades, some have high availability, security, data sovereignty, data protection or corporate directives that necessitate a dedicated environment. For instance, our Life Sciences customers are working on life-changing innovations to cure disease and help people live longer, better lives. Many prefer to protect their Research & Development content in a private cloud dedicated environment, while utilizing SaaS for collaboration on clinical trial data. They don’t want a traditional multi-tenant SaaS model because they don’t want unnecessary patches or upgrades forced upon them in the middle of a big clinical trial or new drug launch. Some of our Energy and Engineering customers are using digital innovations to improve their resource recovery rates and reduce risk. They want their Standard Operating Procedures and other propriety information managed in a private cloud, while having their project-specific content such as drawings and memos that need to be viewed by partners and subcontractors through a SaaS application. The good news is that with OpenText™ Cloud Managed Services, we can provide fully managed solutions in dedicated private or hybrid scenarios, and also provide SaaS applications so businesses have flexibility to meet their business needs. OpenText manages the full stack and all the application related pieces– including: Infrastructure Middleware Security patching Updates Application/Solution Customizations Integrations Because the OpenText Cloud is purpose-built to support our applications, OpenText provides 99.5% availability at the application level – backed by an SLA, and certifications such as ISO and SOC up to and including the applications. For more information use Contact OpenText on the blog site or here. ¹ “ Market Trends: Cloud Adoption Trends Favor Public Cloud With a Hybrid Twist,” Gartner, August 4, 2016.

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How Mature Are You? Embrace Digital Transformation in Measured Steps

digital transformation

Embracing digital transformation will not typically be a step function or a sea-change for most organizations. It is an evolution—a path of measured steps. To make digital transformation meaningful and digestible for your organization, focus on your digital maturity.  Where are you today, and where do you need to be in one, three, or five years?  Benchmark internally, to industry peers and leaders. Research from SCM World (now Gartner) provides a model to benchmark current maturity relative to industry peers, and it outlines a roadmap of steps others have taken in their journey to digital supply chain maturity. Research from IDC outlines the business benefits of digital maturity in the supply chain, where “leaders” compare to “laggards” with: 156% Faster invoice processing 89% More responsive to unforeseen events 48% Improvement in customer order delivery time 35% Faster inventory turns 22% Reduction in cash conversion time 16% Increase in successful product launches 3% Improvement in perfect order rate If digital transformation is an evolution of maturity, consider the importance of having your digital information backbone—connectivity, exchange, and integration—mature with you. Solutions to today’s immediate needs may not get you where you need to be to thrive in the future. OpenText™ Business Network 16 EP2 introduces several enhancements that help organizations mature their digital supply chain and secure information exchange—all built on the core foundation of digitizing the exchange of structured and unstructured content with your trading partners and customers. Gain deep supply chain insights. Mature beyond information exchange to providing advanced analytics on business transactions. EP2 extends OpenText™ Trading Grid Analytics and data blending capabilities to all OpenText Messaging customers. EP2 also provides extended support for Automotive, High-Tech and global Retail industry standards. Optimize unstructured data exchange. Move beyond send and receive fax reports to analytics that help optimize business processes. EP2 introduces Analytics for OpenText Notifications and OpenText™ Fax2Mail in the cloud, as well as OpenText™ RightFax Analytics for on-premises users. Manage orders anywhere, anytime. Consider evolving customer responsiveness with new mobile support for OpenText™ Active Orders, enabling users to review, accept, or reject orders on the go. Manage non-events to reduce risk. Mature operational efficiency and agility with advanced supply chain event management. A new Business Event Notification service in Business Network 16 EP2 empowers users to create real-time alerts of events and non-events (e.g., it’s Monday 9:30 a.m. and I haven’t received my typical 9 a.m. order from Acme Corp.) to quickly identify issues and improve responsiveness—all from within primary business applications such as SAP Expand digitization to the entire ecosystem. Expand digital transactions from larger trading partners to those still using paper and email attachments. EP2 extends data quality and automation by auto-provisioning non-EDI partners who still email PDF invoices Integrate complex business processes. With the integration of OpenText™ Process Suite into the Business Network, EP2 enables organizations to digitize and integrate complex and unique business processes—evolving beyond automation of simple linear information flows See these and other Business Network EP2 solutions in action at Enterprise World 2017, July 10-13 in Toronto.

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OpenText Experience Suite EP2 Release Brings Powerful Features to Build Compelling Customer Interactions

Experience Suite

The existing set of OpenText™ Customer Experience Management solutions across Web Content Management, Digital Asset Management, Customer Communications Management, Workforce Optimizations, and Analytics, plus the talented people behind them, provide a strong offering in Customer Experience Management (CEM), a critical component of customer engagement. Overall the Customer Experience Management portfolio of solutions already raises the bar for dynamic and personal customer engagement with industry-led solutions designed to make it easier to engage with customers using multiple channels and devices. The new OpenText CEM Suite Enhancement Pack 2 release, brings together many new innovations across the product portfolio linked around the central themes of: Better customer engagement Improved product integration Evolution of content management and delivery Improved usability EP2 Highlights by Product To continue improving your customers’ experiences, we’re excited to announce the following new features: With EP2 we introduce the new Exstream release 16 platform, a unified Customer Communications Management solution for ultra-personalized communications that allows business users to optimize customer engagement through the design and delivery of omni-channel, consistent, compliant, communications — delivered anytime, anywhere. OpenText™ Media Management is seeing some updates as well. To add to its best-in-class rich media management capabilities, we’re introducing enhanced marketing collaboration tools to accelerate and simplify marketing and agency collaboration, as well as a new “frictionless” integration with the Adobe Creative Suite, and improved dynamic media delivery services. These will assist with the integration and publishing of assets and ensure adaptive and responsive multi-channel experiences. With the Teamsite EP2 update  you can easily preview personalized digital experiences. Now, you can compare how digital content looks for different target audiences in a single view.  For instance, you can preview two versions of a web page – one that targets a high earners segment and another that targets students. You can pull up and compare the content each audience sees, side by side. OpenText™ Qfiniti allows you to capture the voice of the customer with new web and phone based surveys. The OpenText Qfiniti Outbound Voice Survey and Outbound Web Survey cloud service can automatically generate surveys in real-time based on triggers assigned to a contact center call. EP2 Updates for other products in the portfolio include: Content Hub for Publishers – New dashboards, and story editor enhancements MediaBin – Portal client enhancements, and access to the image-editing tool directly in the user interface Optimost – multi audience testing, and content targeting Web Experience Management – Richer user profiles, and an Audience Manager Web Site Management – improved analytics reporting, and Dynamic Groups Teleform – Integration with Content Server, and OTDS LiquidOffice –Integration with Sharepoint, and OTDS Experience Suite is dedicated to maximizing the power of your brand through your customer’s interactions with it, and with EP2’s updates we’ve created even more powerful and compelling ways for those interactions to happen.

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This May the Fourth, Take a Lesson From the Dark Side

unsecured content

A long time ago in a galaxy far, far away, the future was decided by unsecured content. It’s May the 4th  so a perfect excuse to have some fun celebrating an incredible cinematic achievement and spotlighting the importance of a strong information governance program. Not seeing the connection? It’s a lot closer than you may think. Obtaining, protecting, and using the plans to the Death Star are central to the plot of this classic movie. Luke would never have been more than a womp rat exterminator without them. And we can reframe the movie’s classic storyline in traditional business terms — essentially, lax information security allowed the rebel competition to derail a certain empire’s growth strategy, damage their brand, and spoil a key product launch. Not that much different than the headlines we see regularly here on Earth! Truth is, effective information control remains an area where almost every organization is lacking. And the risks continue to grow, ranging from stifled productivity to non-compliance to privacy leaks to, yes, enraging a huge guy in a cape and mask who can force-choke you from across the room. There are solutions. New technology advances have paved the way for lightweight, unobtrusive governance applications that are easier to implement, more cost-effective, and more user friendly. They’re driving a new way of thinking about governance and content management. Here are three key areas where next-gen technology is making a huge impact: 1. Keep it simple. Huge, moon-like space stations capable of destroying whole planets are incredibly complex, but the systems that support it don’t have to be. It’s time to dispel the myth that effective content management has to be complicated, rigid, and a drag on productivity and innovation. Unstructured information is what gives knowledge workers their power. It surrounds them, penetrates all business processes, and binds the enterprise together. Organizations are finding that integrating unstructured information with the lead applications where process-based work takes place ensures relevant content is available when, and where, it’s needed. The new OpenText™ Content Suite 16 EP2 helps aggregate, connect, and distribute all your unstructured information — whether it’s from the whole empire or just one remote outpost — to drive collaboration and insight, improving competitive advantage, customer service, and chances of galactic domination. And speaking of collaboration, OpenText™ Brava! for Content Suite helps collaborators around the galaxy — or just the globe — review and comment on drawings and documents in one simple interface, keeping it safely in the repository and out of the hands of rebel scum. 2. Automate metadata, classification, and organization. It shouldn’t take two droids several minutes (an eternity in droid-time) to find all the trash compactors on the detention level. (And let’s not get into trying to figure out why a trash compactor has vents to a hallway and some strange tentacled creature living in it.) Their issue possibly stemmed from a governance program that left the assignment of engineering document metadata up to individual users — some tagged it a trash compactor, others labeled it a garbage masher — leading to confusion when it really mattered. OpenText™ Extended ECM Platform helps organizations avoid trash compactor mishaps by automatically assigning metadata and creating folder structures based on the business process involved. It allows emperors and clones alike to create templates that tag every compactor location with consistent, complete attributes. 3. Apply permissions by role. When everyone is a clone, how do you know who should have access to certain files? Are those the HR clones? They get access to personal information, right? Or is that just because they’re armed and menacing? With OpenText Extended ECM applications, you can apply permissions based on role, then assign those roles to workspaces (and the folders and unstructured content found within). This way, you eliminate a lot of permissions headaches and possible security breaches. These are not the files you are looking for, HR clones. Move along. As you can see, art does imitate life. Even sci-fi masterpieces draw on the business challenges us terrestrials face every day. Maybe you need to substitute “customer communication” or “vendor contracts” for “trash compactor,” but the fact is, internal and external forces can wreak havoc with uncontrolled content. By changing their approach to enterprise content and its governance, organizations are now able to safeguard their most important asset while improving productivity and collaboration. It’s a revolutionary concept and one worth exploring further. Don’t let your organization be on the Dark Side of the digital revolution. Join us at Enterprise World 2017 this year and get the whole blockbuster experience.

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Bring Content Into Context of the EcoSystem with EP2 (SAP, Sharepoint, SuccessFactors, Salesforce, Oracle) and More


Many of the OpenText EcoSystem products (quick reminder – EcoSystem products are solutions for SAP, Microsoft, Salesforce and Oracle) are part of the EP2 release, building on the foundation laid down last year with Release 16 and adding features requested by you, our customers to improve productivity and speed to implement. xECM Platform: the xECM family of products has grown from xECM for SAP, Oracle EBS and Microsoft Sharepoint this year with new products xECM for Process Suite and xECM for Engineering Documents all based on the platform foundation. You can find more details about these xECM versions, as well as the rest of the Enterprise Applications in the Content Suite EP2 launch blog here, but wait – don’t go just yet, there’s lot’s more to read here too! xECM the platform EP2 has new features to improve Workspace Creation from the lead application, better browsing and View integration as well as Batch Creation. Also, and probably most importantly, Completeness Check. This much requested feature from our customers ensures that a workspace is fully populated, be it a HR workspace for SuccessFactors, or an opportunity workspace for Salesforce. Of course, all of the features in the Core platform are available within the various version of xECM as well. xECM for SAP EP2 continues its market leading, Pinnacle Award winning (10 years in a row) integrations into SAP applications with support for SAP Hybris Cloud for Customer, offering full support for EIM into the Account, Lead and Opportunity workspaces integrated into the C4C UI. To support organisations moving to S/4 HANA Cloud, xECM now extends the CMIS interface to support the SAP CMIS profile. Finally, enhancements have been made to the Business content windows and to the way metadata properties are assigned – improving the implementation times and reducing the need for custom development. xECM for SuccessFactors EP2 adds some very impressive new capabilities including support for HCM on premise. This is critical for customers who have HCM and are migrating to SAP SuccessFactors as you can now view employee data from two systems connected to a single Employee File. Other features include document completeness validation – ensuring all documents are present when a workspace is created and finally, Duration management capabilities to schedule automatic HR document follow ups to aid in HR compliance (e.g. automatic reviews, escalations and expiry dates). These are just the top 3 features in xECM for SuccessFactors however there are many more. xECM for Salesforce EP2 is all about support for Lightning. With EP2 OpenText upgrades the widget integration to Lightning, Salesforce latest experience platform. Following Lightning design principles the integration of the OpenText widget can be flexibly configured to deliver modern enterprise apps. Building on the Lightning design also allows xECM For Salesforce Ep2 to be fully mobile xECM for SharePoint EP2 adds new capabilities to support search, browse and favourite Business Workspaces from within Outlook, making it seamless to add emails to a workspace both from the desktop and web interfaces. Also in EP2 is support for Office Groups integration allowing users to view group calendars, tasks conversations and notes into the Business Workspace and finally a new Search Widget allows Office 365 users to search natively for content in the xECM repository. xECM for Oracle EP2 receives a new coat of paint and now supports the new Smart UI as well as the classic UI, fully integrated into the Oracle EBS (12.1 and 12.2) UI as well as the platform capabilities outlined above. It’s not just xECM – EcoSystem products that offer specialised capabilities are also covered with EP2: Microsoft Application Governance and Archiving EP2 (AGA) is given the same capabilities as xECM for Sharepoint to support search, browse and favourite Business Workspaces from within Outlook, making it seamless to add emails to a workspace both from the desktop and web interfaces. Outlook is where collaboration happens, but it must not become a silo and the new EP2 capabilities helps solve that problem. As well as Outlook integration, AGA also includes the same Search capability to allow users to search inside the archive for content from Sharepoint. There are also some additional enhancements to simplify common tasks and configuration when archiving content from Sharepoint to the Archive Document Access and Archiving and Archive Center for SAP Solutions, Cloud Edition EP2 has enhanced support for the SAP Fiori UI with the new Business Object Browser, ensuring that all content is properly presented in context. In addition they contain more flexible layout in the SAP Business content window. Document Access has a new asynchronous report for record declaration to enable full text search of existing content. Recently licensed features of Archive Center Cloud Edition are CMIS interfaces and file share archiving and additional enhancements to the Archive Center application SAP DAM EP2 (just to remind you this is the number 1 rated DAM solution on the market, and the only solution preferred by SAP Hybris – in-case you forgot) has an all new Workflow engine to reduce the time and complexity in setting up the platform with a more lightweight workflow engine. In addition to a host of new UI features, SAP DAM is further integrated into the new Customer Experience capabilities of Hybris 6.x releases, and SAP DAM 16 EP2 exposes new widgets to ease integration into Hybris smart edit. We also gain advantage of the improvements made to the OTMM platform, on which SAP DAM is based and extended (you can read about some of these here) Document Presentment does have an EP2 release, however there are so many new capabilities within this product, it deserves a blog in it’s own right – to follow shortly Employee File Management EP2 received some minor updates and fixes. For customers who are wondering where the EP2 launch is for VIM and Business Center – don’t worry, we’ve got you covered in the EP3 launch later in the year. EP2 for the EcoSystem continues to expand on the foundation of Release 16, making xECM the platform even more the future of ECM, by bringing Content into Context, as well as making the other applications in our Portfolio even more mission critical. And keep reading our EcoSystem blogs for details on upcoming events including a South African Customer Day, Digiruption, SAP Sapphire and Enterprise World 2017.

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OpenText Qfiniti 16.2 – Created for Results, Designed for Coaching

Qfiniti 16.2

For over 17 years, OpenText™ Qfiniti customers have been asking callers to “stay on the line at the end of the call for a short survey about your experience.” And for that same amount of time, the Qfiniti Survey solution has been linking feedback to interactions and engaging the contact center workforce to take the voice of the customer (VoC) seriously. Today, we launch Qfiniti 16.2, equipped with new cloud-based outbound web and voice surveys deliver results for the contact center and beyond. Build Powerful Surveys In the new version of Qfiniti Survey 16.2, customers can build, trigger and deliver outbound voice and web surveys in the cloud. Question Definition – build survey questions, answer definition, certified Bain and Company NPS®, branching, jumping and configuration – all from an intuitive user interface designed to unify survey forms regardless of delivery method or language Customized Branding – use your brand details to customize survey invites with a click of a button and easy-to-use tools for recording voice surveys Frequency Management – reduce survey fatigue by controlling survey invites over time Unified Survey Forms – build inbound and outbound, phone and email surveys in a the same tool unifying form management and consistent reporting Trigger Surveys through Analytics After survey forms are created, Qfiniti Survey handles the email for the web survey and phone call for the voice survey directly from the OpenText Cloud. Invite Credits – outbound voice and web surveys are sold as invite credits allowing you to control costs throughout any survey campaign User-Defined Triggers – build survey triggers based on any factor – transaction type, employee, group, interaction duration, and many more Smart Campaign Triggers – uniquely trigger surveys to specific customers based on speech analytics triggers such as topic of conversation, sentiment or emotion Coach with VoC Insights and Persona-Driven Dashboards Customer surveys in Qfiniti have always been attached to the interaction and employee for coaching. And now, with new cloud-enabled web and phone surveys, the same is true and tied back to the entire evaluation process. Agent Dashboard – employees can reviewing coaching, self-evaluate and even playback interactions from survey results Persona-Driven Dashboards – create widget-based dashboards for marketing, retail and enterprise-wide personas Cross-Tabulate – new cross-tabulation widget allows users to compare any two values – speech, survey and interaction CRM or CTI data Would you like to take the new OpenText Qfiniti 16.2 for a test drive?  Reach out to your account executive for a demo or DM us on Twitter at @OTQfiniti for a quick preview. Of, if you prefer, read how Forrester recently named OpenText Qfiniti a “Strong Performer” in its Wave of Workforce Optimization suites — download a copy of this report today by clicking here.

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5 Ways Content Suite 16 EP2 Drives ECM Success

Content Suite

Today, OpenText released Enhancement Pack 2 (EP2) for OpenText™ Content Suite. These enhancements build on the revolutionary functionality introduced in last year’s launch of Content Suite 16. We’ve received overwhelmingly positive feedback from customers who have been quick to adopt Content Suite 16 for its intuitive Smart UI, Connected Workspaces for repeatable collaboration, and deep integrations to leading business applications. This valuable feedback, along with validation from industry analysts such as Forrester, continues to reinforce that OpenText is on the right path in rethinking ECM. Enterprise content management is moving away from its traditional implementation as a monolithic, one-size-fits-all application toward providing a set of content services that can be used to build lightweight, discrete applications and embed ECM functionality into the applications that drive business. Let’s take a look at 5 key areas where Content Suite 16 EP2 embraces this evolving vision of ECM: 1. Transforming the user experience and improving personal productivity by providing: An expanded set of collaboration tools, including a redesigned wiki that provides users with creative ways to author and collaborate A new Content Server Mobile application with its own Smart UI-based user experience A growing set of features optimized for ease of use are now available in the Smart UI including Records Management, Physical Objects, and Brava! 2. Strengthening integration with the productivity suites users work in every day: Office 365 Groups can now be integrated with Business Workspaces — users can view and access shared calendar items, notebooks, and conversations from an associated Office 365 Group directly in a Business Workspace in Content Suite Users can now open, edit and co-author Microsoft Word, Excel, and PowerPoint documents using Office Online directly from Content Suite Connected Workspaces are supercharged with a new Outlook Add-in to browse Business Workspaces and store content in Content Suite Watch a demo of OpenText Content Suite EP2 3. Enhancing information flows and automating business processes by: Making it easy for users to start and participate in workflows from the Smart UI Providing more tools to tailor the Smart UI to business processes with the new Visual Data Widget — making it a snap for users to get to the info they need to make informed business decisions — and the new Carousel Widget, which presents the user with several “slides” of dynamic content in a single tile Offering a deeper level of customization with the new Content Server Smart UI SDK, which allows developers and administrators to quickly and easily tailor the new UI Strengthening the integration of ECM with lead applications via the OpenText Ecosystem products. Read this blog  to learn more about what’s new in xECM for SAP EP2, xECM for SuccessFactors EP2, xECM for Salesforce EP, xECM for SharePoint EP2, xECM for Oracle EP2 and more 4. Improving control and governance with: Automated, case-based Records Management through Connected Workspaces to apply retention to entire workspaces New ways to intuitively use metadata, including the ability to add Source File Data from content automatically and make highly sensitive information more easily identifiable by exposing Security Level, Supplemental Marking, and other security metadata directly in an actively viewed document 5. Simplifying deployment, configuration, and maintenance on-premise or in the cloud: Administration capabilities are now split between System Administration and Business Administration, a model that helps distribute workload and reduce bottlenecks, providing business groups with the flexibility to configure applications to meet their specific needs without engaging IT System Center, an all-in-one application designed to provide a unified approach to managing OpenText products, has been enhanced to simplify access to product information, deployment, and patching management and has been optimized to run Cloud Services There’s no better time to upgrade than now! OpenText provides a full range of services to help your organization successfully take advantage of EP2. Speak with an Upgrade Expert from the OpenText Professional Services team about a free, 1-2 day upgrade assessment. Or visit Upgrade Central for resources to get you started (customer login required). No matter which path you choose, you can count on OpenText to help with your upgrade and deployment process. Get the Whole Picture at Enterprise World 2017  These are just a few of the highlights of Content Suite 16.2. We invite you to join us at Enterprise World 2017 to experience more. Every Enterprise World offers unique learning opportunities you can’t get anywhere else, including the opportunity to share knowledge with other OpenText customers just like you. This year, we’re all looking forward to a number of engaging customer sessions including one with Black Sea Trade and Development Bank (BSTDB) who will share how their upgrade to Content Suite 16 is driving adoption, applying consistent metadata across disparate information repositories, automating processes, and generating better insight through integrated reporting and monitoring tools. In addition, our Professional Services team and Product Managers will be hosting a variety of sessions highlighting new features and detailing upgrading best practices. And the always-popular Expo returns with hands-on demos and opportunities to get one-on-one answers to your questions. Don’t miss it!

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Behind the Scenes: 3 Key Drivers of OpenText Release 16 and EP2

Release 16 EP2

OpenText™ Release 16 EP2 is the second enhancement pack for Release 16, and I want to share some of the “behind the scenes” thinking with you in this blog. While we’ve been developing EP2, we’ve been talking to analysts, fine-tuning our road map, and listening to customers, and do you know what kept coming up?  “Enhance the user experience and improve productivity”. So with EP2 we focused on user experience and improving productivity. And to achieve this, we concentrated on three key drivers: enhance user productivity, integrate information flows, and connect the ecosystem. Read below for more on each of these key drivers: 1. Enhance user productivity One of the fastest ways to get more value out of your enterprise is to improve productivity. EP2 brings significant user and productivity enhancements across Release 16 with improved user experience, self-service, and self-provisioning. These are a few highlights of how EP2 can enhance user productivity: Unified OpenText™ Customer Communications Management (CCM) document design tools and composition engines for ultra-personalized communications (OpenText™ Experience Suite) Mobile order management, automated partner provisioning, business event notifications to streamline tasks (OpenText™ Business Network) Enhanced design time and security capabilities, new form design and control functions, and improved business rule styling to further simplify and speed application development (OpenText™ Process Suite) Expanded Smart UI to simplify how users create, edit, collaborate on, process, and manage content from the desktop or mobile (OpenText™ Content Suite) InfoCenter UI lets users surface content in the form of “tiles”, so important information is just a click away (OpenText™ eDOCS) Relevancy analysis, project cloning, and new automation options add convenience (OpenText™ Discovery Suite) 2. Integrate Information Flows When we looked at how we could expand our support for the complete flow of information across the digital enterprise, from Engagement to Insight, we came up with many enhancements as well as several new integrations across our Release 16 portfolio. Here are just a few: Business-defined triggers to automatically initiate voice or email surveys linked to call recordings with drill-down insights (Experience Suite) Several new integrations with the OpenText™ Trading Grid platform substantially widens business network, while OpenText™ Trading Grid Analytics and data blending capabilities have been extended to all OpenText Trading Grid Messaging (TGMS) customers (Business Network) Improved and deepened OpenText Extended ECM integration enabling more workspace capabilities (Process Suite) Simplified workflows, data visualization, and integration to Microsoft® Office Online help bridge information siloes (Content Suite) A RESTful API enables eDOCS data to be easily leveraged in external applications (eDOCS ) Microsoft Office e365 connectivity for streamlined ECA and collection (Discovery Suite) 3. Connect the ecosystem In an enterprise, there are few things as frustrating as information siloes. They prevent us from having all the facts, applying them, and getting that competitive edge. EP2 introduces additional ecosystem integrations with more connectivity— across our own portfolio of software as well as new solutions. Here are some examples: Marketing collaboration for media assets with an integration to Adobe® Creative Cloud™ and OpenText TeamSite (Experience Suite) Redesigned and simplified MFP connector in OpenText RightFax, updated third-party certifications (Business Network) Improved integration to external systems for data import to entities (Process Suite) Extended integration of OpenText ECM into the applications that drive business such as SAP® SuccessFactors™, Office 365, Salesforce®, and SAP C4C® (Content Suite) Third-party apps can be displayed as “tiles”, eliminating the need to switch back and forth between eDOCS and other applications (eDOCS) New RESTful API takes AI-enhanced enterprise search even further (Discovery Suite) Three Drivers that Enhanced the Complete Engagement to Insight Flow By focusing on enhancing user productivity, integrating information flows, and connecting the ecosystem while developing OpenText Release 16 and EP2, I truly believe we have enhanced the user experience and improved productivity. Let me know what you think. For more information, please visit And keep an eye on our blogs for the individual suite announcements here.

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

oil and gas

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

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Clarity First. Clarity Always – Managing Marketing Content in the Life Sciences

life sciences marketing

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

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


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

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