Digital Transformation

The Grace Hopper Celebration of Women in Computing


Did you know Hollywood legend Hedy Lamarr played a key role in the invention of spread-spectrum technology? Like many women before and after her, Hedy helped set the stage for today’s digital transformation. As the digital landscape has changed over the years, so has its makeup (no pun intended!) From Marissa Mayer to Sheryl Sandberg to Canada’s own Grace Hopper women have been making their mark and have become front and center in the technology field. At OpenText, we recognize the importance of women in the field of technology. It is why we designed our own Women in Technology (WIT) and continue to grow and expand the initiative year over year. This week we have sent a delegation of women to the 2016 Grace Hopper Celebration of Women in Computing. The conference brings together more than 15,000 women technologists from all over the world. Research, career interests, collaboration, and networking are at the forefront of this important event and it all happens this week in Houston, Texas. Amazing keynote speakers and sessions will inspire and educate all attendees. Last year, we sent a delegation of 10 incredible women who are born leaders that have made incredible impacts throughout their careers at OpenText. Through their experience, they determined that the delegation would benefit with two different groups: Emerging Tech Leaders and Trailblazers. Our Emerging Tech Leaders are early in their technical careers, while our Trailblazers have established themselves as leaders and people of influence in their positions. All 10 delegates were nominated by their Executive Leadership Team in their respective functions and needed to meet specific criteria. A delegate is wicked smart and has made meaningful contributions to the organization. She may not have high visibility in the organization, but has taken initiative and is driven by speed and vision, not fear. She demonstrates a passion for learning, technology excellence and the sharing of knowledge and ideas. Most importantly, she advocates for others and is an active participant in advancing WIT. These are this year’s delegates. Our Trailblazers: (Left to Right) Rackel Correa, Director, Global Support Services – São Paulo, Brazil Sandra Tiskens, Sales Director, Key Accounts – Düsseldorf, Germany Dee Gentile, VP Sales, Eastern Region – Scottsdale, USA Rana Aluraibi, Director, Customer Marketing – Richmond Hill, Canada Lynne Smith, Senior Director, Finance Strategic Initiatives – Waterloo, Canada Noelle Aubert, Systems Administrator – Bellevue, USA Our Emerging Tech Leaders: (Left to Right) Divyani Parsa Ravi, Software Engineer – Hyderabad, India Belle McGee, User Experience Visual Designer – Ottawa, Canada Valeria Kalteis, Software Engineer – Munich, Germany Lahiru Peiris, Senior QA Engineer – Waterloo, Canada Congratulations to our 2016 delegation! These women are now on their way and we’re excited to see what they’ll come back with. Their journey starts tomorrow and Houston won’t know what hit ‘em!

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The Redefined Customer Journey – Remove System Friction

redefined customer journey

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. So far in previous posts I’ve discussed what that on-going loop looks like from a customer perspective and how the loop model aligns the customer’s activities to those of the organization, and which departments need to work together to deliver the continuous connected experience. As we continue to dig deeper into the journey map the fourth layer (above) connects the departmental level activity to the typical enterprise systems that record, drive, and promote the various aspects of the customer’s journey. These processes and systems have to interact. Technology bridges need to be established to allow data to flow between them to ensure a consistent experience and to maintain a relevant, valued engagement. The platforms in use must promote a sufficient degree of interoperability that allows the multiple interactions to work together. But unfortunately the truth is that they rarely do. How many times have you transitioned from trying to do something on a website, had to call a help desk to get your goal completed and they already know your account details and what you want to accomplish? Rarely, if ever. It shouldn’t be that way. I recently moved house and needed to change my address on various accounts. Simple I thought; just go on the various companies’ websites, open my profile, and edit the details. In most cases that worked, but in a few cases I had additional questions and needed to make a call. With one credit card company I had a question about why my statements had stopped being delivered. The call went something like this: Automated System: Please state your name. Automated System: Say or input your account number. Automated system: What’s your account safeword?  (Note not the account password, but a separate “safeword” I set up when I opened the account years ago and have never needed to use since – of course I had no idea what it was). Me: I have no idea. The Automated System passed me on to a Call Center employee. Call center: How can I help you? Me: I need to change my address and I have a question about my statements. Call center: What’s your account safeword? Me: I have no idea. Call center: I have to pass you on to our security team. Wait while call is transferred. Security team: How can I help you? Me: I need to change my address and I have a question about my statements. Security team: What’s your account safeword? Me: I have no idea, that’s why I was passed to you. Security: OK I can help you with that. What’s your name and account number? (Information I had keyed in the automated system at the start of the call and which the first call center person had). After some back and forth we eventually got the “safeword” thing sorted out. Security: I’ll hand you back to the customer service so they can set up your payment plan? Me: Sorry? What payment plan? I just need to change my address and I have a question about my statements. Security: Oh. Hang on. Wait while call is transferred. – Get a different customer service rep. Customer service: How can I help you? Me: I need to change my address and I have a question about my statements. Call center: What’s your account safeword? Me: You have got to be kidding me! To cut a very long story short I eventually got my address changed and asked about my statements not getting delivered. You guessed it, I got transferred yet again to a different department and went through the same run around. It turned out that when the account hit zero balance they stop sending statements. When I pointed out that it might be nice if they sent the account holder an email to let them know about that policy, or put something on the statements themselves, or even their website; I received a “oh that’s a good idea” response. An idea I doubt will get passed on as I’m sure billing and the website content are yet two more siloed operations. Ideally silos between systems such as the ones I encountered need to be broken down, but as a minimum they should be bridged by data sets that can be easily transferred. Such data sets should reflect the information to support the customer at any given point in their journey and grow incrementally in detail as the customer progresses through their series of interactions with the company. Ideally at no point should a customer have to provide information that they have already supplied earlier in the process. It’s all about removing the friction from the process. The processes and systems you employ shouldn’t define the customer experience, they should support it.

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Do You Know What You Don’t Know About Your Content?

content management

How can you read 174 Newspapers a day? Seems like an impossible task, yet according to one study that is the print equivalent of how much information we are exposed to each day across all media, both traditional and digital. So how can the actual news and information publishers compete and make their content stand out among such a data overload?  In previous posts I discussed the driving forces behind the changes in the publishing industry and how taking a content first hub based approach is the best strategy for underpinning the digital transformation needed to address the changing market. But what about the content itself? Placing content at the center of the new business model, it becomes possible to move towards an iterative workflow across the organization, providing a way to address the challenges of digital transformation by controlling, enhancing, tracking, and leveraging assets that can be delivered across multiple channels and platforms. However any content-centric architecture also raises several issues that must be addressed when considering what approach to take and what technology solutions to adopt. You need to know what you don’t know about your content so you can produce, manage, and distribute the most informative content via the right channels where it can deliver the most value. The following represents the most common content-related issue statements: Don’t know where all the content has come from: With today’s proliferation of information sources that lead to assets being copied and used without attached attribution, it is often difficult to track where an asset originated. Don’t know what content we have: It is not unusual for organizations to have digital asset management systems with as many as one million assets stored. In the news and information industry, this may be tens of millions, with daily uploads in the hundreds of thousands. Don’t know where all the content has gone: With a large number of assets, it is difficult to track what content has been used where, and what content assets are related to each other. When an asset is updated, it can also be costly and time consuming to ensure that out of date assets are replaced if needed. Don’t know what we have the rights to use or the cost of using it: With licensed imagery, and image and news wire subscription services, an organization needs to keep track of what it has already purchased the rights for, where they can be used, and how that relates to the costs of those subscriptions. Don’t know how to best leverage our content assets across platforms: In today’s multi-channel model, assets can be used multiple times across different delivery platforms. Often, they can be reused as-is, but sometimes they need editing, resizing, or combining to meet the needs of particular audiences and devices. It is essential to be able to track such reuse and the relationship between original and edited assets. The use of assets in external platforms could also be considered a potential additional revenue stream and as such, need to be tracked. Don’t know if we are allowed to use it or who we owe money to: Where assets are obtained from external services not covered by existing licensing or subscription services, it is essential that news and information services ensure that they have the rights to use those assets, and if a usage payment is due, be able to identify who owns that asset and the costs of using it. All of these “don’t knows” can be addressed with the OpenText™ Content Hub for Publishers platform. OpenText™ Content Hub for Publishers Content Hub for Publishers (CHP) is the platform for the receipt, enrichment, creation, packaging, delivery, archiving and syndication of all forms of publishable content. The platform is designed to handle the large volumes of content that newsrooms across the world are exposed to on a daily basis, and efficiently manages the repackaging and distribution of that content to multiple publishing channels, such as web, print, mobile and tablet.

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Customer Success, One Job at a Time


Happy Customer Experience Day! Did you get an Outlook reminder? Maybe a Facebook notification? Probably not. But it’s an important day all the same. Today, organizations around the world are investing time to recognize quality work that has been accomplished in the name of their customers. At OpenText, we treat every day like Customer Experience (CX) Day. That’s because everything we work towards is built on our foundational drive to make our customers successful. Whether it’s with our products, Customer Support, Professional Services or Sales teams, we are committed to helping our customers achieve their goals. This means developing robust, innovative solutions that not only check off the boxes on RFPs, but perfectly fit each individual customer’s business from a personnel, technological—even cultural and philosophical perspective. How is this possible? By getting to know our customers on an individual level. In the September 2016 issue of the Harvard Business Review, there is an article that explores strategies used by businesses to better understand customers and help drive innovation. According to the authors of this article, businesses around the world are enjoying the benefits of Big Data and the information that can be gathered from analyzing customer demographics, spending habits and high-level trends. No one can doubt that this information is incredible. But it’s just a piece of the puzzle. To get a complete picture of what we need to work towards, we need to understand the jobs our customers are trying to get done. “’Job’ is shorthand for what an individual really seeks to accomplish in a given circumstance,” say the HBR contributors. “A deep understanding of a job allows you to innovate without guessing what trade-offs your customers are willing to make. It’s a kind of job spec.” For B2B companies like OpenText, the jobs that customers toil away on are often complex and nuanced. In the article, it’s explained that through focus groups, Hershey’s discovered that customers were put off by the guilt-inducing trail of paper left after a session of snacking on peanut butter cups. That’s pretty fascinating. But the challenges faced by our customers require more investigation. Along each step of our customers’ journey with OpenText—from their experience browsing our website, to customizing and upgrading products—we are listening to our customers. Our dedicated Customer Experience team gathers feedback collected from regular surveys, customer advisory boards, events and individual interactions shared by employees. Every single piece of feedback is read by a member of our team. The information gathered from that feedback is then categorized accordingly, and shared within the organization. Listening to—and working with—our customers is just part of who we are. In this recent podcast, you can hear how we helped AmerisourceBergen better serve their customers by working directly with their IT department to understand their unique needs and challenges. It’s just one of many successful customer relationships we’ve been able to grow over the years, and just one of the examples in which knowing our customer’s “jobs to be done” resulted in success for everyone involved. Take some time today to think about what your organization has been doing well and what you could do better to help your customers succeed. Recognize achievements and work to understand what your customers are really trying to accomplish. If you can help get them there, they’ll keep coming back to you. Learn more about CX Day.

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Hidden in the Information: Success with Advanced Analytics


In today’s world, information is all around us. And, hidden in that Information is the key to both understanding your customers and predicting their behavior. Pretty nice, huh? Well, here comes the tricky part. With so much information how do you find the useful insights? A new OpenTextVoice article on explores how to uncover the information and apply it to your business. How can companies use that data to advance its business process or turn an industry on its head? As the article points out “Data is the foundation that allows transformative, digital change to happen.” Analytics are the key to unlocking the potential of data and turning it into something greater. Check out the full article on Forbes to find out to use advanced analytics to take charge of an industry and launch the next Netflix, AirBnB or Uber.  

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With Cognitive Computing, Johnny Five is Alive… or at Least he Will be!


Have you ever wanted your own robot advisor? Well according to a new OpenTextVoice article on, your very own Lieutenant Commander Data, KITT or C3PO may be closer than you think. The article explains how unstructured data is filling the void in traditional computer systems to create cognitive computing systems which can mimic human thinking. Cognitive computing combines structured and unstructured data to enable organizations to make better decisions with intelligent systems that go beyond numbers and rows. The systems can “make predictions and recommendations that offer profound, actionable insights into a host of common business challenges.” Adding Natural Language Processing to the mix, you get a system that can think, “feel” and interact like any other human. Check out the full article on Forbes to find out how cognitive computing is bringing the automated trusted advisor to life.

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OpenText and AmerisourceBergen Develop Superior B2B Customer Experience

B2B customer experience

For your convenience, you can either listen to the Podcast below, or read the transcription in this blog. Complex Processes Simplified Every now and then, I find myself drawn to the Discovery Channel’s “How It’s Made” program. You probably know the one—it’s a TV show that gives a behind-the-scenes look at how some of our most well-known consumer items are put together, packaged and sold. There’s something strangely hypnotic and satisfying about watching thousands of bottles roll through a giant machine to be filled with soda, or a seasoned professional hand-weave a basket. Apart from providing therapeutic stress relief, the program has given me a deeper appreciation for the effort and detail that goes into a product long before it finds its way to a store shelf. The role of behind-the-scenes business-to-business (B2B) vendors in providing an excellent experience for the end customer is huge. The challenge for B2B organizations is to discover who the end customers are and what they need, without having direct contact with those customers. To overcome this challenge, B2B organizations need to develop effective communication and collaboration practices with their business customers and partners. OpenText has had a strong business relationship with leading healthcare solution provider AmerisourceBergen for a number of years.  Among the many things AmerisourceBergen does well is provide B2B distribution of pharmaceuticals to healthcare institutions around the world—and they do that very well. In fact, they handle approximately 20 percent of all the United States’ pharmaceutical distribution. While the process of labeling bottles as seen on How It’s Made is impressive enough, each of those labels is the same—it’s just a matter of sticking them on each bottle. AmerisourceBergen’s customers have more… challenging requirements. Here’s what Scott Marshall, Director of Application Development at AmerisourceBergen said about those requirements: “One of the core components of our business is a complete drug distribution system… When customers receive their product, they also need to have documentation included with the products they receive. We call these packages ‘Driver Ready Packs.’ They’re packs of information that are kind of contained together by delivery location and customer. And they have invoices, price stickers and other documents that customers need.” Thanks to a deal struck with major US retailer Walgreens a few years back, AmerisourceBergen had to triple their production and delivery of those Driver Ready Packs. In fact, AmerisourceBergen now processes 275,000 documents and prints 20,000 bundles of Driver Ready Packs every day. And remember, they distribute products of the most vital nature to be delivered to waiting patients, doctors and families. The room for error in these thousands of custom-packaged and addressed bundles is virtually nil, and time is always a factor. “Back in 2007,” Scott says, “AmerisourceBergen realized that they had been spending a lot of time and effort, and they were not putting that documentation together very efficiently. So they partnered with OpenText and took a look at [OpenText™ Customer Communications Management (CCM)], which back then was referred to as StreamServe, to help automate the collection of this documentation, centralize it, and help make our printing more efficient.” “It automated the assembly of the documentation and sorting,” Scott continues, “and kind of gave an easy way to format content for the delivery person. It improved integrations with more modern technology. We actually had a much faster throughput and printing process, and a lot more accuracy. Overall it reduced our processing steps by about 80 percent and reduced the time it takes to generate our documentation by two thirds.” Catering to Customer Needs AmerisourceBergen generates documentation with CCM in a variety of ways, depending on how their customers prefer to receive it. By working closely with customers, OpenText continuously adjusts and enhances the capabilities of their solutions to meet the changing and evolving needs of their customers. Scott says that “One of the things [they] really liked about CCM is that you can take the same information and make it available in multiple channels such as faxing, emailing.” “What we see a lot now,” says Scott, “is that customers tell us how they want to be communicated with, and you have a mix where you might have someone who is a little more traditional, who likes having paper in their hand that they can feel, where others want to receive things electronically. So we have been trying to keep up or ahead of what our customers’ wants are, and use tools such as CCM that really provide cutting-edge technologies that are able to meet customer needs and communicate in different digital manners.” Certainly, the flexibility, convenience and environmental consciousness of digital documentation is a great benefit for customers, and AmerisourceBergen is poised to help their customers make that transition with support from OpenText and CCM. They are also prepared to make other agile adjustments. I’ll let Hiren Patel, Director of Application Delivery explain: “The business has ever-changing needs in terms of legal disclosures on documents that have been printed, on any text, updates, or in any new document. Now things of that nature, any changes for the application or a solution per se, are very easy to make. They are less stressful in terms of impact to our production.” “There was an incident where a year ago,” Hiren goes on to say, “when we had come across a business requirement to comply with the new DQSA Act passed by the government. It was critical to meet the timeline. To comply, we had to create advanced ship notice documents on very short notice. But we were able to make the required changes and deliver that on time. I think that was one of the key pieces where we identified how easily we can build documents and deliver them with the CCM solution that we have in place.” Stronger Together AmerisourceBergen has done a great job at keeping up with changing customer requirements and industry regulations, but they’re not left alone to manage their IT implementations. Thanks to their strong relationship with OpenText, they always have the support and technical expertise they need to provide an excellent experience for their customers. “We keep OpenText support on hand for whenever we might need them and reach out to them to understand how, or if, there is a better way to resolve something,” says Hiren. “Because for any successful project, you want to create a proper foundation so you have a stable and scalable solution. We highly value [OpenText Support] because they are experts, properly trained. They know the ability of the platform and features that it can provide. They can guide you in terms of how to architect it and properly manage your business and how you can solve their issues. So, again, we definitely value them.” For B2B organizations, an excellent customer experience is often built upon the service that customers are able to provide their customers. AmerisourceBergen has found a reliable, scalable solution in OpenText Customer Communications Management that gives Amerisource customers like Walgreens the information they need to deliver important pharmaceutical products in a timely and responsible manner. Together, B2B alliances like the one developed between OpenText and AmerisourceBergen can accomplish much more, and provide customers with a far superior experience than they’d be able to achieve alone. Learn more about OpenText™ Customer Communications Management, and the AmerisourceBergen success story.

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Light The Night: My Story – Shama Jawaid

Light the Night Social Media Adsv2-01

While OpenText spends a lot of time focused on the digital transformation happening, we sometimes need to address the transformations taking place within people. Hardship strike us all and we all have our journeys. In this series, I focus on telling these stories. This is mine. *** It’s the one phone call I will never forget. After my brother told me that his son was heading to McMaster University Hospital to undergo tests for mysterious leg pains, he called me a few hours later. I was at work, busy on a campaign, when my phone rang and a voice inside of me instructed me to take the call in a secluded hallway. “After chest X-rays and a bone marrow test, they have confirmed that he has cancer. He is going into induction now for six weeks. You will not be able to visit him because the chemo will weaken his immunity and increase risk of infection. Keep my son in your prayers.” This was my nephew. Four years old. In junior kindergarten. Carried to the washroom at school because his teacher said his leg pain was too much for him to bear. Unable to walk up the stairs to his bedroom at home. Complaining that the pain was not going away. My sister-in-law threw away theories of it being ‘growing pains’. She took him to their pediatrician (an oncologist by profession) who, from the blood tests, deduced his low white blood cell count was something more serious. “Go right away to the hospital for tests.” No one saw it coming. No one wanted to accept it. No one was prepared. I stood in the hallway sobbing as I remembered my nephew’s kind eyes and hearty laughter. Soon after, my nephew was diagnosed with ALL – Acute Lymphoblastic Leukemia, a type of blood cancer common in children. Every week I called him at the hospital, with my stomach in knots, hoping to hear his sweet voice. I cannot remember the names of all the tests, the drugs or therapies this poor kid went through. And boy, was he agitated. Couldn’t keep him on the phone for longer than a minute. I could hear the suffering in his voice even though he would say, “Aunty Shama, I am ok.” Tears would well up each time my brother told me about the seven needles inserted in his legs, bone marrow extractions, and the dexamethasone steroids (we coined as “Dexter” after the famous series) that changed him into a completely different boy. We were all a mess. Today, my nephew is eleven years old. He is in remission. He is brave. He is strong. He says he wants to be an oncologist to stop this from happening to others his age. He made friends in the cancer ward. He lost friends too. And although he is cancer-free, what happened to him was not fair. But cancer is not fair. It does not care. Cancer doesn’t discriminate against gender, race, religion or age. A diabolical disease. On October 19th, I am walking with my brave CEO, Mark Barrenechea, for my nephew and in memory of every single person affected by cancer to raise awareness and funds for leukemia research. And without a doubt, when my nephew becomes an oncologist, together our efforts now, will help create a brighter future – a cure to end this disease once and for all. Amen. Visit my page to donate! -Shama Jawaid

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Five Factors That Are Driving the Changing Publishing Landscape

changing publishing landscape

From scrolls to print, from hardback to paperbacks, from broadsheets to tabloids, and from print to digital, the world of publishing has always been one of change. What makes the current landscape different is the sheer rate of change. This time it’s not only the delivery model that’s changing, and changing fast, it’s also the combination of new technologies and the demand for information consumed across a variety of different media. While traditional print markets are at last showing slow recovery in some markets the demand for information via digital sources continue to grow (although it could be argued that this growth is slowing down), while other media, such as video and audio continue to gain in popularity. From my perspective I see five primary influences that are driving this change in the publishing landscape: Channel growth: The move from having a single delivery channel, i.e. print, to multiple digital mobile channels on the web and mobile is moving news and information delivery from a traditional, single stream publishing model towards a model closer to broadcasting, with subsequent pressures to create and deliver differentiated content for each channel while maintaining the core integrity and facts of the information being delivered. Speed of updates: It used to be sufficient to publish on a regular pre-determined cadence, be it quarterly, monthly, or weekly in the case of magazines; or weekly, daily, or in selected editions (morning, lunch, evening, and late) for newspapers. Today, a large proportion of the population gets its first notification of a newsworthy event via social media and expects updates to be in real time as events unfold. To compete with this, news organizations must deliver their own content via social media and back it up with deeper analysis via news websites and more traditional channels that take longer to deliver. Changing business model: The newspaper industry has traditionally been funded by revenue streams from print advertising, i.e. selling physical space alongside the content. In this scenario the content is secondary to the advertising, although it could be argued that good content drives up circulation, which allows the publication to charge higher rates for the associated space. In the digital world, while it is possible to sell advertising space, it is at lower price points and less effective than in print. As a result, advertising revenues have dropped significantly and news and information providers are looking at other revenue streams, such as leveraging their content through paywalls, and syndication. To date, no new single business model has emerged as the new baseline. Easy access to different media types: While print was once the predominate media for the dissemination and consumption of news and information, it is now just one of a number of choices. With the advent of digital mobile devices, most consumers now have ready and instant access to content in textual, visual (graphics and video), and audio format. While print is never likely to disappear completely, it is now supplemented by the steady growth of other media types. Impact of technology companies: The majority of digital advertising revenue is generated by five technology companies, four of which, Google, Yahoo, Facebook, and Twitter include news content. The impact of these companies goes beyond such financial considerations, as more of them onboard editorial staff and start to change the way that news is delivered and tracked through a combination of more personalized storytelling techniques and trending topics. Digital transformation is key to survival in the publishing industry. However, any digital efforts must not only address the process of delivery, they must also address the new paradigm where content becomes the hub of the business model. It is no longer sufficient just to automate the original print process model using technology, it is now essential to leverage content assets to deliver compelling and engaging stories that can be accessed from any platform, from print to digital, to mobile, to social, at any time.

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Customer Journey Redefined – The Departmental View

customer journey

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. So far in previous posts I’ve discussed what that ongoing loop looks like from a customer perspective and how the loop model aligns the customer’s activities to those of the organization. As we dig deeper into the journey map it’s time to take a look at what parts of the organization are directly involved. The third layer highlights the various departments involved in the continuous customer engagement model. It is no longer sufficient to leave customer relations to the sales or support groups. Customer experience is now a mission-critical, cross-functional activity. As Robert Rose of the Content Marketing Institute says, “It is the totality of all the individual experi­ences that make up a Customer’s experience.” It can be argued that customer experience and responsibility for the customer journey is the remit of the company as a whole, and it’s a good axiom, but in actuality it tends to primarily fall within the following areas: Marketing, Sales, Finance, Distribution, Operations, Services, Support, and Customer Care. Delivering and supporting a positive customer experience is all about removing the friction from the process. The smoother the transition from department to department, the easier something is to do, the better the experience. This means that each department should invest in the overall customer experience, not only in terms of systems, but in terms of training, education, and a commitment to customer advocacy. As outlined in a previous post, serving your customers across a continuous digital experience journey maximizes Customer Lifecycle Value and increases revenue potential. The more other departments invest and buy in to the overall concept of a frictionless process, the greater the experience and the greater the customer’s investment. The benefits from committing to a combined, systematic approach to growing Customer Lifecycle Value across the enterprise include: Increased customer retention rates Increased customer satisfaction scores Increased revenue By taking this a step further, managing and delivering outstanding customer experiences, you will drive benefit for the customer, as well as sustainable growth across the enterprise.

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The Future of Information: BPM – Creating Digital Business Processes


When information is harnessed, organizations can reach maximum levels of efficiency, impact, and value. But in order to take advantage of these new opportunities, organizations must digitize their processes. Only when processes are digitized can organizations truly realize the benefits of extreme connectivity and extreme automation. Creating Digital Business Processes with BPM OpenText™ Process Suite 16 offers a single, multi-tenant, web-based platform that supports information-rich processes, enabling organizations to rapidly analyze, build, and automate business processes that run on multiple devices. OpenText Process Suite is available as an on-premises solution or a cloud solution (deployed in either a private cloud or the OpenText Cloud). New features in this release include: Entity Modeling: A new low-code application development approach for the rapid and agile development of processes with case management capabilities. Processes can easily be tailored by “citizen developers” to suit business needs without requiring development resources. Case Management: Provides the flexibility for organizations to manage unstructured and complex processes or cases from a single platform. Organizations can relate independent business documents across the enterprise into a single virtual folder (or ‘case’), gaining control over a case whether it’s a defined or ad hoc process, or a combination of both. Contract Management: This release of Contract Center provides an integrated solution for all types of contracts. An out-of-the-box solution, it supports all aspects of contract processing, from initiation and request, to authoring, negotiation, approval, execution, management, and renewal. Organizations can accelerate cycle times, while still adhering to standards and regulations when managing contracts. Analytics Integration: Analytics integration into OpenText reporting solutions delivers dashboards that increase visibility into processes, enabling better measurement and ultimately, smarter business decisions. More than simply executing processes, organizations have complete visibility to their people and processes so they always know the status of all tasks, processes, and business objectives. OpenText Process Suite 16 is a comprehensive suite that addresses every information company’s needs, from workflow, business rules, connectivity, process orchestration, and enterprise mobility all the way through to building and deploying lightweight applications that integrate deeply into enterprise systems. Processes can be optimized with the visibility that analytics integration provides. Not only can our customers digitize their processes with OpenText Release 16, its broad functionality also includes the ability to digitize the entire customer journey. I’ll discuss this in more detail in my next post in this series. Find out more:

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The Future of Information: It’s Time to Rethink ECM


ECM has evolved. It’s about more than just information governance. A new way to work means that ECM should foster collaboration, increase productivity, and deliver insights based on enterprise information. With new capabilities and improved features, Content Suite 16 is ECM reimagined. Rethinking ECM We’ve added new capabilities to OpenText™ Content Suite 16, including: Connected Workspaces: Workspaces connect content management to business processes and fundamentally change the way ECM is planned, resulting in unified information silos and better collaboration for true connectivity gains. New Content Server User Interface (UI): A new intuitive UI for OpenText Content Suite and Extended ECM has responsive capabilities, role-based views, access to most recent documents, and many more new features to make users more productive and collaborative. Our new UI delivers deeper engagement with connected and consistent experiences and increased security via role-based access to information. Analytics Integration: Suite-wide integration of analytics for real-time query or batch download of data from OpenText ECM solutions results in cognitive abilities for richer layers of business insight. Integrated Social Capabilities: End-to-end lifecycle management of new disruptive content formats (like social) with added capabilities for users to interact with content improves collaboration and enriches search, deepening engagement and helping to ensure the security and protection of corporate IP/information. Enterprise Search with InfoFusion: Conduct scalable, secure, permissions-based searches for content from multiple enterprise systems by leveraging content analytics and Personally Identifiable Information (PII) identification. Additional features and capabilities in this release of OpenText Content Suite include auto classification for massive archiving projects, a built-in HTML 5 viewer, drag-and-drop email support, dashboard reporting, enhanced compliance and security, and integration with OpenText CORE, making file sharing and external collaboration in the Cloud a natural extension of the OpenText Content Suite environment. It’s time to rethink ECM. OpenText Content Suite 16 offers so much more above and beyond robust information governance. With enterprise search, deep ERP and analytics integration, and availability in the Cloud, our customers will be able to increase productivity while lowering costs. OpenText Content Suite 16 has everything an information company needs to control and protect their information. Once this is accomplished, information processes can be effectively digitized. This is the topic of my next blog in this series. Find out more:  

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The Future of Information: OpenText Release 16 – Robust Information Security


As the economy moves online, businesses are become more vulnerable to cyberattacks. The list of casualties grows every day, with big names falling victim to cyber breaches. The attacks are becoming more sophisticated and harder to trace, and they’re becoming more frequent. Cybersecurity is a critical requirement for combatting trends such as nation-state backed espionage, more vulnerable service providers, big data, mobile apps, and encryption failures. The protection of corporate Intellectual Property (IP) is becoming an increasing concern for IT organizations as confidential information is housed in digital format. Threats from both inside and outside the company must be considered. During the Digital Revolution, organizations need to assume that they are under attack every day and that the bad guys are already on their network. Ultimately, organizations need to build a moat around their most important systems. No real risk can be mitigated to a zero percent likelihood of occurring, and some risks are 100 percent likely to happen. So how can the digital enterprise determine which risks to mitigate and what consequences to prepare for? According to research, the average organization needs to keep one percent of its information and 69 percent of enterprise information can be thrown out without suffering negative consequences. Keeping everything means higher storage and infrastructure costs. In instances of litigation, the cost of investigation increases as content is searched, examined, and reviewed across many sources. With today’s dramatic growth in content volume, this approach is not tenable. Not all information is created equally and not all information exposes an organization to the same risk. EIM permits secure access to information on a “need to know” basis, while preserving an archive of information. The more data an organization stores and manages, the greater the risks for security breaches and non-compliance. To protect enterprise information, organizations need to practice the fundamentals really well. Most companies forget that security is all about “back to basics”: Employees need education. Fifty percent of all cyber security issues are caused by a lack of education and “naive” employee actions. The next 25 percent comes from hardware or software assets that are not up to date. Are they running an outdated email client, for example, that has known vulnerabilities? Is the perimeter defined and protected, or were the gates left open? The response time on shutting the gates is critically important. These basics will make organizations 95 percent secure. Along with investment in an Enterprise Information Management (EIM) platform. OpenText Release 16 – Defense in Depth EIM is designed to protect information where it is used: at the point of interaction in the application itself, offering security mechanisms such as access and permissions, information audit capabilities, and secure information exchange built right into the system. In OpenText™ Release 16, our latest EIM platform, we’ve taken security up a notch. User- and role-based security happens at the application level. To help ensure privacy, enhanced access and identity management are available through active directory and upgrades to directory services. Both data at rest and data in transit are protected. We guarantee network security, operational security based on our state-of-the-art data centers, and many standards for compliance. Enterprise Content Management (ECM) addresses governance and compliance in OpenText Release 16—but it’s much more than this. It is ECM re-imagined. Read all about it in my next blog. Find out more:

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Enterprise World Highlights: ECM Evolves and Heads Into the Cloud


And, we’re back in 3…2…1: Happy August! After a few crazy months book-ended by the most extensive product release in OpenText history and a truly insightful, inspiring week at Enterprise World 2016, I’ve been able to make the most of a nice vacation and reflect a bit on how our annual flagship event both summarized and expanded on the happenings of the first half of the year. Interest in the Cloud is Exploding While it’s no secret that the cloud is becoming a priority for many organizations, I was amazed to see just how much interest in it had mushroomed from last Enterprise World to this one. Cloud-based breakout sessions such as Enterprise Managed Services in the OpenText Cloud and Top Questions you need to ask when Upgrading ECM to the Cloud were standing room only in Nashville. A marked increase from last year and a remarkable progression from two years ago when cloud breakouts were more of a curiosity than a must-see. My main observation from talking with the attendees at this year’s cloud-focused sessions? It’s clear that, while many organizations are still just getting their feet wet, most see an ECM future that involves fully harnessing the power of cloud-based solutions. Furthermore, the current and proposed use cases I had the pleasure of hearing about are as endless as, well, a cloud-dotted sky. Organizations are utilizing the cloud to focus on everything from the tactical—freeing up ECM administration resources—to enterprise-level strategic initiatives designed to push innovation on new business solutions. It was also noteworthy that these discussions were consistently peppered with the sort of benefit statements CFOs like to hear; things like lowering capital costs and shifting to more economical SaaS-structured payment models. The cloud devotees have really been doing their homework! Re-Thinking ECM is Definitely a “Thing” The role of ECM is changing and organizations are successfully shifting to viewing ECM in a new light. This year, I had strikingly fewer discussions devoted to traditional ECM terms like storage, compliance, governance, and records management. Customer emphasis is now on how to best elevate ECM solutions to enhance productivity for processes and people. Optimal governance is just expected. My take on this: ECM has matured and many organizations are comfortable with the baseline management of the content currently under the purview of their ECM platforms. Existing ECM implementations are doing their job storing content and ensuring that information is following the appropriate governance path throughout its lifecycle. The general feeling is, that’s fine, but not enough. Most of the customers that I spoke to are now looking for ECM to do more as they target digital transformation in a post-analog world. The reasons? They’re bang-on in envisioning a new competitive and customer service landscape where ALL the digital data in an organization has to be easily accessible to play a symbiotic role in success. And they’re not exactly eager to approach the powers that be with capital requests for new platforms and technologies to try and achieve it. Hence, questions revolved around accomplishing this by extending the reach of their tried-and-true ECM platforms further into business processes and collaborative activities. At times I felt like a hi-tech relationship counsellor as discussions delved into methods to facilitate better communication between Oracle and Salesforce or why it’s critical for structured and unstructured information to come together to contribute to a common goal. Bottom line: all this, and much more, is possible with new advances in ECM capabilities. We can show you how. Of course, Enterprise World made for the perfect forum to host these discussions. A host of product experts, customer roundtables, demo pods, and over 200 breakout sessions provided ample opportunity to gain a better understanding of extending the value of ECM to transform your organization. If you couldn’t make it, we’ve got that covered, too. Kick off your journey into re-thinking the role of ECM while exploring the possibilities.

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Developing a Content Hub Strategy for Publishers

content hub publishers

I’ll confess at heart I’m still a print guy. My house is full of books. But I also read a lot on digital platforms, and in fact I probably get most of my news from various digital channels. Yet I’ve noticed that while I may no longer read a daily newspaper a lot of people still do, and even I’m starting to once more pick up the weekly community papers. It seems in some ways that the paper/digital publishing model is starting to find a level. Although there were early expectations that digital publishing would totally replace paper, in truth it was never going to be an either/or decision rather it was a question of how would print and digital coexist. Despite this apparent leveling across publishing as a whole, the state of the news media industry in particular continues to be uncertain, with traditional print newspaper circulation showing slow recovery in some markets and continued decline in others. Meanwhile revenues from digital news sources continue to grow (although it could be argued that this growth is slowing down), while other medium, such as video and audio continue to gain in popularity as primary news sources. Digital transformation is key to survival in the news and information delivery industry. However, any digital efforts must not only address the process of delivery, they must also address the new paradigm where content has become the hub of the business model. It is no longer sufficient just to automate the original print process model using technology, it is now essential to leverage content assets to deliver compelling and engaging stories that can be accessed from any platform, from print to digital, to mobile, to social, at any time. By placing the content at the center of the new business model, it becomes possible to move towards an iterative workflow that flows across the organization and delivers a way to address the challenges of digital transformation by controlling, enhancing, tracking, and leveraging assets that can be delivered across multiple channels and platforms. OpenText™ Content Hub for Publishers OpenText Content Hub for Publishers (CHP) is the platform for the receipt, enrichment, creation, packaging, delivery, archiving and syndication of all forms of publishable content. The platform is designed to handle the large volumes of content that newsrooms across the world are exposed to on a daily basis, and efficiently manages the repackaging and distribution of that content to multiple publishing channels, such as web, print, mobile and tablet. Content Hub for Publishers also provides a Syndication portal, allowing packaged content to be made available to clients for licensing and syndication purposes. Content Hub for Publishers sits at the heart of publication workflows, controlling the receipt, management and delivery of all publishable content to multiple delivery platforms. Content Hub for Publishers is used by a number of large global news publishers, for: Filtering through vast quantities of incoming media Managing costs associated with publishing Managing rights associated with publishing Tracking what has been published, where and when. In future related blog posts I’ll be taking a more in-depth look at the challenges facing the news and information publishing industry, plus going into more detail around the concept of Content Hub workflow.

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The Questions you Should be Asking Along the Redefined Customer Journey

digital customer journey

Several blog posts ago I talked about the way that 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. I’ve also posted on how that on-going loop looks like from a customer perspective. But how does this relate to the activities within a company to support that experience? The second layer of the Continuous Customer Journey loop (above) maps the customer’s activities to those of the organization as it attracts the customer, informs, teaches, and converts the customer so they will make a purchase that then needs to be followed up by logistical operations, onboarding and ongoing support. Winning organizations also use engagement assets, such as loyalty programs, to up-sell and cross-sell to the existing customer, thereby generating revenue at a lower cost of sales Although the overall experience is continuous it is made up of 11 distinct stages: Attract: Before any relationship with a customer can be built, it is essential to first make potential customers aware of the company and attract them to find out more. Do people in your potential market know you exist? Inform: The company should then inform any potential clients about the products and/or services they offer. It’s surprising how many companies miss this step, just relying on building brand awareness without actually telling you what they do. What is it that you do? Learn: Another step often overlooked is learning about the potential customer. In today’s digital world customers expect a more personalized experience and service that meets their particular needs and requirements. Do you know who your customers are, and why they need your products? Convert: Perhaps the key moment of the customer journey is the transition from prospect to customer. Ensuring that the previous three steps outlined above have been well executed can ease the conversion process. Unfortunately a lot of companies are focused on this stage of conversion and see it as the culmination of the process, when in fact it is the start of a potential on-going relationship that can drive more revenue. Transact: How easy is it to do business with your company?  Personally I’ve had too many dealings with companies that make it difficult for me to give them money – many of those companies lost my sale. The easier it is for the customer to complete a transaction the more likely they are to want to repeat the process. Logistics: Once your customer has paid for the product and/or service how do you deliver the goods that they just paid for? Is it a quick frictionless process, or is it along drawn out experience? Onboard: How do you make it easy for your customers to set up and start using your product? Do you welcome new customers to your company and community? Support: Supporting your product is not just about helping to fix problems, although that is an essential part of it. Do you make it easy for your customers to own and operate your product? Do you connect with them on a regular basis? In a digital world do you use analytics and trends to be proactive with your customers? You should be supporting the customer, not just the product. Loyalty: How do you make your good customers into great repeat customers? Loyalty programs can be a great way to do that, but they need to be proven to benefit your customers as well as the company. Up-sell: Do you understand your customer’s needs well enough to be able to anticipate when they need to upgrade to the latest iterations of your services? Cross-sell: Can you identify what other products from your portfolio will help your customers meet their business or personal needs? Do you know how to attract their attention and inform them about those other offerings? Have you built a solid ongoing relationship that means you can continue on the customer’s journey together? I believe that this layer of the customer journey is best summarized in a recent tweet from Mark Hurst, the Founder and CEO of Creative Good: “Did you know that your company has a team responsible for managing the customer experience? That team’s name is ‘the entire company’.”

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Enterprise World 2016 – Learn How to Improve Process Productivity with Extended ECM Platform

Enterprise Content Management

Enterprise Content Management (ECM) was supposed to be a single solution to all of the myriad business problems. It would let the business owners dictate where and how all data would be stored and structured, apply user rights and retention policies, and most importantly, control what happened to that data over its lifetime. But we all know how that story ended. Users felt constrained by all of the new rules that got in the way of their ability to do their job and were baffled by the complex metadata and classification requirements. Sharing information with external resources (gasp!) became a monumental challenge. And most of all, they resented having to do the real work of their job—be it sales, HR, engineering, or virtually anything else—in one application, then switch to the ECM system to (attempt to) file and find documents related to their business processes. So those very employees that were hired to be self-motivated problem solvers and critical thinkers did what they were hired to do—they found alternative solutions so they could do their job more efficiently. Custom add-on applications were built to handle common processes, while whole industries evolved for things like enterprise resource management (ERP) and engineering document management (EDM). Users switched between different applications to perform different aspects of their job, often to complete steps in the same process. The result? An inconsistently used ECM system and unstructured data that is spread across various (largely uncontrolled) silos with no control and poor personal and process productivity. So what if you took the heart of what ECM represents to your business—the backbone for your unstructured information—and integrated it with the leading application where the work actually gets done? You get Extended ECM and an engine for Digital Transformation.   With Release 16 OpenText launched the Extended ECM Platform, which offers unprecedented integration of Content Suite Platform to ANY  other system. OpenText offers out-of-the-box solutions for many leading business applications like SAP® ERP, Oracle® E-Business Suite, and Microsoft® SharePoint®, but Extended ECM Platform allows organizations to connect their ECM system to as many leading applications as they need, even if no pre-packaged offering is available. With Extended ECM, users get to work in the application they know and prefer, while getting effortless access to the right unstructured information. Metadata is automatically applied from the business object, turning unstructured information into structured. No searching, no switching, and no workarounds. Users are more efficient, processes more streamlined, and the holy grail of “a single source of the truth” is achieved. Best of all, it allows organizations to start with one process at a time and to leverage existing ECM efforts. Extended ECM Platform uses a template mechanism to join business processes with information and documents, so you don’t need to start from scratch. It really is time to rethink ECM and achieve a better way to work. OpenText™ Extended ECM Platform will get you there. And best of all, you can come see it in person at Enterprise World in Nashville, Tennessee on July 11 – 14. Join me at these key Extended ECM sessions: ECM-100 ECM Strategy and Product Direction: Re-thinking ECM for the Digital Enterprise ECM-301 How To: Extended ECM Platform Developer Workshop ECM-237 Putting the X in ECM – Extending ECM into Leading Business Applications Plus, the Content Theater in the Enterprise Expo has recurring demos of all the new Content Suite features, Q&A sessions, and the chance to chat with OpenText experts about anything and everything ECM related. Feel free to stop by anytime!

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If Wilt Chamberlain is Running Your Digital Transformation, Fire him!

digital transformation

Digital transformation is hard, digital marketing is hard too. Keeping up with your customers and competitors is harder. And creating the organization, process, and supporting technology stack to make success routine instead of heroic is hardest of all. But why is it so hard, and what kind of leader is required to pull it off? In the third episode of his new podcast, Malcom Gladwell recounts the story of Wilt Chamberlain’s amazing 100 point game (no one has ever come close). He even made 28/32 free throws (also more than anyone, ever, in a single game). But that game, and his free throw shooting percentage that day, was the exception that proved the rule. When Chamberlain had joined the NBA, he was a terrible free throw shooter. That season, he adopted an underhanded shot from the foul line, and improved his shooting percentage by over 50%. But he didn’t stick with it. He didn’t want to shoot “granny style” – even though it would have made him an even more valuable player! A player of Wilt’s exceptional caliber and athletic prowess was afraid of how he’d be perceived and was willing to give up better performance for it. As Gladwell says: Let’s think about what he did for a moment. Chamberlain had a problem. he tested out a possible solution. the solution worked, and all of a sudden he’s fixed his biggest weakness as a player…This is doing something dumb even though you are fully aware you are doing something dumb. Gladwell’s podcast is really about why some people are willing to be different. To be path breakers. To suffer ridicule to do what they think is right. To subsume social concerns for higher performance. Such folks are rare (and often insufferable in my opinion). In the NBA, only one player ever, Rick Barry, shot underhanded free throws consistently (watch below). And he was one of the greatest free throw shooters ever, missing only 9 free throws in the entire 1978-9 season. So what does all of this have to do with digital transformation? Like any transformation, it’s really, really, really hard to succeed. A lot will get in your way. More than technology, existing process, people, fiefdoms, entire departments, egos, loss of focus, lack of senior executive support, or general organizational inertia can all slow, reverse, derail, and destroy efforts at true digital transformation. It’s very easy to let any one of these barriers defeat your efforts. To give up. To be a “team player.” To get along. It may often even be career enhancing to do so. That’s why digital transformation is so hard, and so rarely successful. Do you have what it takes? Are you Wilt Chamberlain or Rick Barry? Here’s the podcast audio: I’d love to hear your feedback in the comments!

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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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