Digital Transformation

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

EcoSystem

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 www.opentext.com/16. 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

government-as-a-platform

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

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European iTour – Inspiration in 5 Cities

iTour

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

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

Evolving to the Cloud

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

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Are Neo-Luddites Giving Digital Transformation a Pass?

A feature does battle with a smartphone

At the beginning of the 19th century, English textile workers called Luddites destroyed weaving machinery to protest “the fraudulent and deceitful manner” in which the “modern” machinery was bypassing standard labor practices.  Their fear that technology was threatening their jobs has made Luddites synonymous with an opposition to industrialization and technological progress. Today, some of these Luddite-inspired trends are alive and well in the “neo-Luddites” who resist the pull towards a world where digital is the norm, rather than the exception. While they are not destroying the modern equivalent of weaving machines, they still show a resistance to technology. New Luddites and their turn away from the latest tech When it comes to technology adoption, only 28% of Americans hold strong preferences for being early adopters of new technology products, with 26% placing themselves at the opposite end of the spectrum, indicating a stronger preference for familiar technology products. These statistics confirm that certain segments of the population will always hang on to older technology, requiring businesses to offer customers the experience they desire, regardless of how they choose to interact. The latest tablet with high-resolution display is simply not for everyone, and those less inclined to adopt new tech won’t change just to engage with your company. Across the marketplace, lower-tech trends are surfacing. Recently, Nokia rebooted its 3310 in Europe, 17 years after its first launch. At around $51, its battery lasts an amazing 31 days but its features are designed for the customer who basically just wants their phone to make calls and not much more. Even in the workplace, the trend of lower adoption of new technology is evident, with one study saying that “old-school” methods of emails, phone calls, and texts still make up 75% of all communications with co-workers. The voices of those craving a less digital path are definitely out there. An omni-channel customer experience that includes everyone For this reason, organizations are wise to implement the full breadth of omni-channel capabilities, to accommodate customers whether on the company website, via mobile devices, or through more direct, potentially less digitized, communications. Catering to customers who prefer a super-rich, perfectly orchestrated website experience, as well as those who prefer a lower tech interaction, requires organizations to take an omni-channel approach that is mindful of each group’s unique needs. A truly omni-channel solution will allow you to deliver personalized experiences that give each user what they’re looking for at every point of interaction—physical or digital, direct or on any device—across every phase of the customer lifecycle. This approach allows businesses to maintain the high-touch, customer-centric service that all your customer deserve, whether neo-Luddite or early adopter. Digital transformation is happening everywhere, and though it is an imperative to remaining competitive, it doesn’t always track exactly with the personal technology choices and preferences of customers. Every business needs to capture information across multiple channels, whether data comes in from a call center as a voice file, or in clickstreams from online orders. Businesses have to be able to understand it all; structured and unstructured. Customers are in control, so your business has to be ready to handle those preferences. So when you encounter a modern-day Luddite, be sure not to bury your head in the sand; remain agile as you cater to the younger generations, and don’t ignore the preferences of your existing base. Remember that information is everything, and providing a unified and consistent experience for all customers will determine your success. Find out how your organization can get more value across the customer lifecycle. Check out OpenText Experience Suite 16.

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Digital Transformation and Thoughts From Gartner Symposium

Digital Transformation

I recently had the opportunity to attend and present at the Gartner Symposium in Dubai on behalf of OpenText. This was a three day event held at the Madinat Jumeirah complex and the second of the Gartner Symposiums I have attended now, having been to the same event in Cape Town last September. It was a very good event, well organised by OpenText and Gartner, with a great attendee list. The key thing I found interesting from Gartner was their definition of an organisations Digital EcoSystem. This extends in all directions with Intelligence at the core, expanding out into Customers, Things, EcoSystems and IT Systems (which is not a million miles away from what I presented, happily!). Gartner’s top 10  top 10 Strategic Technology directions for 2017, which they broke out into three categories (Intelligent, Digital and Mesh), was also interesting and I went to many breakouts on this topic. My session was straight after the opening keynotes on the first day and it was the only speaking session at that time. The title of the session was “7 ways to drive Digital Transformation in your organisation”. The OpenText team had done a great job promoting the session with flyers all round the auditorium so over a third of all attendees were present, with standing room only. My 20 minute session was minutes straight before the private Gartner analyst sessions and breakouts started (and the first official break!). So what did I present to the assembled executives? As I went through drafting the deck and looked at other decks from similar events it occurred to me that one of the big challenges with Digital Transformation (and not Digitization – see this great post here on that topic) is that it could be hard to know where to start. Sure, everyone has Digital Transformation on their agenda and understands that they need to become more digital. They probably also know that they should have started this a couple of years ago and be further along their transformation journey. But it’s a very big topic to transform an organisation and so knowing where to start could be the part that is holding companies back. In OpenText we have 6 sets of solutions (pillars) that make up Enterprise Information Management (EIM). These are Content, Experience, Analytics, Discovery, Network and Process. Each of these can enable transformation across an Enterprise in different ways, be it providing a new content platform for an organisation to enable compliance, enabling different ways to market or streamlining enterprise processes. In my role in OpenText I look after our EcoSystem products (SAP, Oracle, Microsoft and SalesForce). We focus our attention on 7 ‘enterprise systems’ (based partly on the SAP Digital Core) that are present in every organisation whether you are a small startup or a large construction company. The 7 systems are IT, Finance, Products, Assets and IoT, Suppliers, Workforce and Customers. One of our key strategies is to take content, and place the content in the context of the lead application, only by having Content and Process in Context can transformation be effective. Digital Transformation – where to start What I couldn’t find in any of my research was a presentation that mapped the 6 Pillars into an organization’s Enterprise Systems – to maybe give some ideas on where to start. Transformation doesn’t have to affect every single of an organisation at once, it can be in a single Enterprise system, for example transformation of HR, or Finance. There are some obvious synergies in our solutions – our Experience solutions linked to a transformed customer experience; our Content solutions linked to IT providing an enterprise wide solution for Content Management and Archiving; and of course our Analytics solutions linked to IoT and Big Data. Also, the combination of more than one pillar such as Content and Process to improve Finance processing. In fact even in obvious areas like Experience Suite and Customer Experience by applying more than one pillar can dramatically increase the effectiveness of transformation initiatives (for example, Customer Experience is pretty meaningless without robust Analytics to measure the effectiveness of new experience). The presentation is below and highlights synergies and customers who have started their transformation by combining the solutions and systems. Each reference covers one or more of the pillars (solutions) around a particular business transformation (and are all available to read in more detail on the OpenText website). In summary So the key message from my session was: Look at the specific areas of the organisation to transform first. Combine the different solution pillars from OpenText with the Enterprise Systems that we recognise in the EcoSystem and start your transformation from there. From the feedback I received at the event and in the private sessions between attendees and myself it seemed like the presentation served its purpose. As always, I appreciate any comments, feel free to connect with me, my details are in the presentation!

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Stuck in the “Now” can Hold Back the Future of Oil and Gas

Oil & Gas

Several Oil & Gas capital project leaders I met with in Amsterdam recently have had me thinking – are we forward-looking enough in our industry? I’ve blogged before about what I believe is an opportune moment, amidst the changing price of a barrel of oil, as a chance to reinvent. On the technology side, ideas we dreamed about just a few short years ago have already taken off. When I say taken off, I mean literally. Drones are having a big impact in solving accessibility issues. On a current major offshore build, for example, I know a construction team using drones to access difficult locations and photograph construction work, enabling engineers to remotely verify construction quality and completion. In the past, this would have would have required a team of engineers on the rig, could have been dangerous to accomplish, time consuming and expensive. Bu, on the business side, there seems to be less creativity in introducing changes. Very few companies I know have a plan to transform to lighter weight, faster-moving types of companies. In the automotive industry, for example, we can see a significant shift to using hired expertise for various car components. The network of suppliers is well understood, and it is routine business to combine different talents together until the car is cost-effectively delivered. Technology companies do this as well, such as Cisco and their “liquid” workforce. It gives them flexibility, or in cloud language, elasticity, to contract and expand more rapidly. In the Oil & Gas industry, we may be focused too much on today. While it’s understandable that to ensure survival, cost cutting and personnel reduction may be needed, where is the strategic thinking to rebuild once the market rebounds? How will each level of the industry, from upstream to downstream, create a new future? The only reason we have drones checking remote pipelines now is because visionaries dreamed up better ways of doing things yesterday. I have heard from executives in our industry that there is a willingness to restart, including interest in contracted engineers to perform more work across the value chain. Certainly, there are technologies already in place to support a more dispersed, virtual team, from WhatsApp to telepresence. Our challenge now is to envision that new energy entity, and the innovative forms and operating models it may use to pull apart from the pack. What are your ideas for changing how our businesses are run? Comment below.

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Digital Transformation Just Can’t be Doing More of the Same

digital transformation

Einstein famously described insanity as repeatedly doing the same thing and expecting different results. Recent research from Gartner found that the Digital Transformation efforts of many Financial Services firms were, in effect, hoping that “doing ‘more of the same’ will equate to improved performance”. While this isn’t insanity, it’s not exactly transformational either. There has been a great deal of investment throughout the Financial Services industry to provide an omnichannel digital customer experience. But this  has yet to reap the expected benefits of Digital Transformation. Gallup has noted: “Although banks are offering more channels, they are not realizing desired outcomes such as reduced costs and higher customer engagement.” The principle reason for this is that, in many cases, banks have simply used digital technologies to underpin the business processes that were already in place. They have been able to make small efficiency improvements but nothing that is transformative. Recently, finews.com noted that digitization efforts had not really altered the core products and services offered by traditional banks. This is a statement that’s equally true in other areas of Financial Services such as Insurance – if not more so. Insurance remains 50-year-old business processes, information siloes and legacy systems that no longer meet business needs. Any organization will struggle to build the extensible, collaborative and agile business structures in those circumstances. They inhibit financial services firms fully benefiting from Digital Transformation and from delivering excellent customer experience. McKinsey suggests that this requires a two-pronged approach – Digital and operational – with the first step being to move beyond the product and service departmental silos that have so long underpinned the Financial Services model. The consultancy recommends that the business should be aligned to the key customer journeys for the firm. This recognizes that a customer journey – such as opening an account or making a claim – encompasses a number of business functions, processes and IT systems. Customer-facing journeys for a bank according to McKinsey, can typically be divided into seven categories: signing up for a new account; setting up the account and getting it running; adding a new product or account; using the account; receiving and managing statements; making changes to accounts, and resolving problems. Similar journeys can be easily mapped for Insurance firms or Investment brokers. Digitization – both of customer experience and day-to-day operations – is one of the five ‘levers’ necessary to achieve the Digital Transformation required to a customer-centric model, according to McKinsey. It sits alongside lean process design, intelligent process automation, advanced analytics and business process outsourcing. While it’s undoubtedly true that all are necessary to maximize investment in Digital Transformation, trying to do everything at once is extremely risky. An early focus on digitization is my preferred approach for a number of reasons. First, it offers a number of operational and cost ‘quick wins’. Just replacing paper-based processes with digital ones increases productivity and efficiency while reducing the cost associated with manual processing and paper storage and management. Making content digital – especially when you can bring structured and unstructured data together – can significantly reduce risk and facilitate effective compliance. This may sound very much like ‘doing more of the same’ but it isn’t. I believe that digitization is the foundation upon which other McKinsey levels are built. It is difficult to imagine how you can apply advanced analytics and intelligent process automation unless you have full control of the data within your organization. Gartner suggests that digital maturity for Financial Services companies requires that CIOs focus their firm’s participation in an expanded ecosystem that includes customers, competitors, suppliers, regulators and stakeholders from other industries. This allows for better customer connection and engagement – as well as driving innovation – within the dynamic digital markets that all Financial Services firms are facing. It also requires a sound digital platform upon which to build these new connections and services. Let me give you an example. OpenText, SAP and Delaware Consulting have recently been working with an insurance company in Asia. The firm had over 800 different types of correspondence – which totaled over 50,000 separate documents that were all printed and mailed each day. The company realized that it could make huge cost and productivity improvements if it could replace its paper-based correspondence. That was only the start. The company set about using its digitization program to radically alter how it engaged with customers. It built a completely new level of experience for its customers based around a self-service portal that went much further than simply automating the exchange of document types. Customers can receive information, ask questions, upload documents and administer their accounts. Each customer now has a personalized portal that they can access any time, anywhere and through any device. Digitization has been a foundation for this insurance company to deliver true Digital Transformation. The firm implemented the OpenText™ Extended ECM (xECM) solution to create a centralized repository of all customer information. Its agents now have a single source of truth on every individual. They now have up-to-date, real-time information when dealing with customers. The program has given the firm the ability to take an enterprise-wide view of the systems and services it needs that can help target its operations towards the specific journey of each of the customers. Digital Transformation has to be built from the ground up. It starts with replacing paper-based processes but it must gone much further. Digitization is the platform to create the business innovation and customer engagement for success. In its 2017 CIO Agenda, Gartner found the banking CIOs lagged behind other industry leaders when it came to investing in Digitization. The company recommended that Financial Services firms should dedicate as much as 40% of their IT budgets to Digitization by 2018. We can be certain that consumer demand will continue to grow and competition will continue to accelerate through digital-only financial service providers. Perhaps Gartner’s estimate will yet prove to be too conservative.

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Are we in Danger of Confusing Digital Transformation With Digitization?

digital transformation

Digital Transformation has been at the top of the priority lists of Public Sector CIOs for some time now. Yet, Deloitte research has shown only 41 percent of Public Sector leaders are satisfied with their organization’s current reaction to digital trends. Perhaps, part of the reason for this under-achievement can be found in Gartner’s study of public and private CIOs that put digitization as top of their priority list. With a focus on digitization, we may be in danger of missing the truly transformative potential of digital technology. Let’s not understate the importance of digitization though. There are great cost and efficiency benefits from converting paper-based to digital-based processes. Deloitte report into the Digital Transformation efforts in Australia found that a paper-based transaction was over 3000 times the cost of an online transaction. But, when the OECD countries signed its recommendation in July 2104 that ‘government’s develop and implement digital government strategies’, the organization made explicit that digitization was only a first step. An OECD report states: For me, the danger in digitization lies in an over-emphasis on the citizen experience to the detriment of the operational and process improvements inherent in Digital Transformation. I agree with Rick Howard, Research VP at Gartner when he says: “digital government is currently being deployed as an extension of earlier e-government initiatives, which largely preserved existing operational or service models”. Famous examples of Digital Transformation in the Public Sector – like gov.uk in the UK and census.gov in the US – demonstrate just some of the benefits of digital service provision. The more that e-government moves beyond digital information provision to end-to-end digital process the more benefits Public Sector organizations will achieve through customer engagement, targeted service provision and efficient business operations. The UK – currently the world’s leader in e-government according to the UN – has put in place a policy of ‘digital by default’ for all new services. The UK government sees success as multi-dimensional. It stated: Perhaps some early Digital Transformation programmes have been framed from the citizen to the government agency rather than from the agency out. So, we have looked at the interfaces and channels for good citizen engagements and not spent enough time on the back-end stuff. However, there is evidence that Public Sector organizations are increasingly turning their attention to the systems and processes needed to support Digital Transformation. The 2017 NASCIO survey of the technology priorities of US state CIO’s place system consolidation/optimization and legacy modernization in second and fifth places respectively. To fully reap the benefits of Digital Transformation, Public Sector organizations have to move beyond a closed business system model to introduce a platform that extends across and beyond the organization. Gartner’s Howard neatly sums it up by saying: : “In government, the system business model’s function is to deliver value isolated to the citizens within allocated jurisdictions, budgets and risk tolerance. In contrast, a platform provides the business with a foundation where resources can come together — sometimes very quickly and temporarily, sometimes in a relatively fixed way — to create value that may extend beyond budget and jurisdictional boundaries”. Implementing an Enterprise Information Management platform provides such a foundation for government agencies to re-engineer their business processes while creating the secure citizen engagement across channels that characterises effective digital government services.

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Putting the X Factor Into Customer Experience

content

For many years now we have heard that organizations must look to improve their customer experience to stand a chance of retaining their existing customer base. This, we have been told, is the cornerstone of customer engagement – but what exactly is customer experience and why is it here now? How did we ever manage without it? The fact is our propensity to always be connected means we are bombarded with information and what feels like a vast array of choices to buy the same product with the only real variations being factors like price and delivery time. What fundamental difference is there in the myriad of offers we are exposed to that leads us to choose one supplier from another? There is one ingredient behind customer experience and customer engagement that has preceded the Internet and still makes a big impact on our behavior and brand loyalty today. Walk through a modern airport or drive through the suburbs of a city and you will be exposed to advertising hoardings, walk into a dentist surgery or add yourself to mailing lists and you will encounter lifestyle magazines. These are all forms of customer experience and engagement that rely on one characteristic – they grab our attention. Often they do not lead with product data such as price or specification, they cannot measure and analyse how successful they are (unless you take into account passing traffic volume, print circulation), they simply grab our attention through something that appeals to us as humans beings – stimulus. Most often it’s visual, in the case of lifestyle magazines they might even try to appeal to our olfactory senses to advertise a scent – indeed some magazines even just smell good! But if we go back to the advertising hoardings and the lifestyle magazines examples for one moment it is easy to see that visual stimulus provides the X factor that excites us, it grabs our attention and leads us to follow up. The common name for this stimulus is content. We have all heard the phrase “every company is a media company1” and of course this is true to varying degrees – every company produces content to grab customer attention and this has transformed from a rather small set of content to what can only be described as a tidal wave of diverse material. Some talk about a “content shock2” where we are overwhelmed to the extent that we are unable to consume more, but the real issue here is that the valuable content that grabs the attention is buried amongst the volume of mediocre material. Every company faces this challenge. We have also seen that CMO’s are starting to recognize the value of content but do not prioritize its management3. Content has intrinsic value – it is expensive to produce so like any valuable material it should be collected, curated and put to use where it can have maximum impact. Could it be that we are so focused on the customer experience where we measure, analyse and try to predict our customer’s next step that we are forgetting the one factor that defines what we are? Content provides stimulus and grabs our attention. Getting our attention is the first step in becoming a customer. Lets start looking after that content. 1 – “Every company is a media company” by Tom Foremski 2 – “Content Shock: Why Content Marketing is Not a Sustainable Strategy” by Mark Schaefer 3 – “CMOs believe in value of visual assets but don’t prioritize their management” by Lisa Hoover McGreevy – Fierce Content Management

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European Energy CIOs Reap Benefit of Digital Transformation – and That’s Just the Start

Energy

According to new research from IDG and OpenText, over 90% of Energy companies in the UK and Nordic region have Digital Transformation programs in place. These companies are beginning to realize significant benefits from their digitization effort. But, Energy CIOs say, there’s much more to come. Pricing instability places focus on operational efficiency Our research showed that pricing affects energy businesses in two ways. First, the volatility in oil prices makes it difficult to properly manage supply and demand. As one UK Energy CIO put it: “Much of the sector’s focus has been on the oil price dynamics of supply and demand, and the implications for capital efficiency.” A Finnish CIO explained the flip side of pricing: “To thrive in the market amid increasing competition, we are forced to decrease our prices regularly … To add to our worries about pricing, as we are a customer-centric company we need to invest heavily on customer satisfaction measures. We also have to provide a fair price to customers along with transparent customer services.” The results of pricing pressures were neatly summed up by another UK Energy CIO: “Profit maximization is the top business concern of energy producers as they work to change the cost and process efficiency of their operations.” Digitization advanced in operations The responses to our survey from Energy CIOs suggest that early Digital Transformation efforts have focused on operations and customer experience. Managing supply and demand is a huge issue for the Energy companies surveyed, with them placing load balancing as both one of the largest industry challenges and the second biggest opportunity for digitization. It appears that many companies have made good progress in this direction. One Nordic CIO expressed a feeling common to many of the CIOs questioned: “With the help of digitization, we have connected our physical assets with the virtual environment, which helps to provide efficient output and can be monitored from different locations. Demand and supply can easily be handled, and all operations can be controlled from one location with the help of centralization of data.” The results of these efforts can be impressive. One CIO reported: “Digitization has helped us to improve operations and increase flexibility available throughout the value chain. Digital Transformation has boosted profitability by 20 to 30 percent.” Big Data ties operations to customer experience Without a doubt, one of the main benefits of Digital Transformation lies in the ability to effectively exploit Big Data. It was seen as the largest opportunity for digitization and a staggered 98% of companies surveyed said they already drew on data analytics and predictive data to make decisions. One Swedish CIO said: “We have noticed the positive outcomes of digitization through increases in productivity and can easily monitor the supply and demand processes of our organization. With the help of digitization, we can easily interact with our customers and understand their needs and receive feedback on a regular basis.” An UK CIO put a figure on this ability: “We are using advanced analytics to enhance service quality, lower costs, and preserve and deepen customer relationships. By digitizing a single core process, we can cut process costs by 20 percent in the first year while also improving customer satisfaction.” Analytics drives customer experience It’s clear from our research that all CIOs understand the power of data analytics and most are already applying the insight to improve customer services. The drive is towards delivering a highly personalized, highly individual service to boost customer loyalty and retention. “We have been adopting integrated customer services and this has helped us move from being ‘energy-centric’ to ‘customer-centric’. We have been using increasing volumes of customer data to better understand consumer behavior. A tremendous opportunity exists to develop innovative, digitally-enabled products and services, bundled to provide an integrated customer service,” said one UK CIO. Another spoke for most others when they commented: “We have been offering consumers the ability to view, monitor and purchase electricity online, on mobile and via social media. From this we have been able to offer a differentiated, modern service by providing convenient, cost-effective and personalized access to Energy packages at a range of price points.” In fact, personalized product and service development allied to personalized pricing was a common theme in this research. As a Swedish CIO stated: “In our organization we already provide various options for customers to choose from. These rates can be modified according to customers’ needs and usage. We continually work on launching new packages for customers’ requirements.” Smart Grids will make customers into partners Continually improving the experience delivered to customers will be a focus for investment for European CIOs, according to our research. A major part of this will be down to the effects of Smart Grid implementations. An UK CIO commented: “The electrical grid will underpin the future Energy network. It will enable bi-directional flows of electricity, transmit information and price signals, and ensure the optimal balance of supply and demand. This will enhance grid reliability, reduce losses, and integrate distributed resources that can help decarbonize the system. The digital grid will generate a continuous flow of data on consumption behaviors, load variations, revisions to price signals and supply response data that will help raise the efficiency of the entire system. Another CIO explained the benefits to customers and suppliers: “Power grid helps customers to make it possible to monitor and adjust their energy use through smart meters and home energy management systems that offer 24/7 usage readings. Power grid allows direct communication with end-user equipment to reduce consumption during these peak periods, lowering the need for costly standby power plants.” In effect, Energy CIOs expected that Smart Grids will help form a partnership-like relationship with customers where customers take more control of the demand side – encouraged by personalized incentive pricing – enabling the Energy company to more efficiently and cost-effectively manage supply. This may still be a few years away and the environment will be further complicated by the decentralization of power production and distributed energy resources but it seems like the direction of travel for the CIOs surveyed is already fixed. Want to find out more about how Digital Transformation is affecting UK and Nordic Energy companies? Attend the OpenText Innovation Tour taking place in London (March 21) and Stockholm (March 29). Book your place today.

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Celebrating Our Customers, Celebrating Your Success

We pride ourselves on many things here at OpenText: we are the undisputed leader in EIM, we are one of Canada’s top 100 employers and hands down; we work with the absolute best customers in the industry. As we mark the one year anniversary of our OpenText Elite™ Customer and Partner loyalty program, it’s important that we take time to say “thank you.” Technology is changing the world and we’re so proud of our customers and the amazing things that are being done with OpenText software: Together we enable doctors to access crucial patient data, pharmaceutical companies to bring lifesaving drugs to market, and keep planes safely maintained and on time, to name a few. Better Together I travel quite often to meet OpenText customers and one thing that always sticks out is the overwhelming number of customers who share their digital journey with us and I can tell you; we deeply value that feedback. I’m continually blown away by our customers’ dedication and excitement. Our customers make us who we are and drive our continued innovation to support their digital transformation. Nothing excites me more than learning how a customer is leveraging OpenText solutions to gain business efficiencies, lead in their markets or transform the world. Here is just one example from our customer, Solenis, a leading global manufacturing company: “…Implementing OpenText has increased our efficiency and helped drive down costs. And we have met our number one goal of helping key staff focus on the business, so we continue to grow, innovate and get our sales teams what they need in the field.” Charles Wallace, Chief Information Officer, Solenis …and here is just a small sampling of our amazing customers from around the world: OpenText Elite™ Celebrates a Big Milestone Thanks to our OpenText Elite™ program, we have a fantastic way to reward our customers for their willingness to share their success with others. Over the last year we have had over 500 members join – a truly incredible testament to our customers’ commitment and support. For those of you who have not joined OpenText Elite™ yet, it’s never too late. Here’s why you should join the OpenText Elite™ Program: 1. Recognition as an industry leader: It brings us great joy as a team to acknowledge the amazing things our customers do with OpenText as they lead the way the technology world changes. “It is a truly humbling experience to be recognized as an OpenText Elite™ winner by an industry leader, OpenText. HEINEKEN has always strived for improvement through innovation in the F&B sector and being acknowledged for our hard work is rewarding.”                                    Sofia Sergeenko                   Functional Consultant at Global Solutions, HEINEKEN 2. Connecting with future customers so they can learn from your success: We want to provide an opportunity for our customers to showcase how we’re changing the software landscape together. “I feel that my contribution makes a big difference when engaging with future customers of OpenText. Regardless of the time it takes out of my busy schedule, sharing how we use OpenText products brings value not only to them but to our organization as an OpenText Elite™ member.” Sonia Diaz-Sotomayor Senior Consultant, IT/IS, Bell Canada 3. Obtaining early access to insight and roadmaps: We value our customers’ input and relish the opportunity to have them help shape our roadmap and the future of OpenText. “By being part of the OpenText Elite™ Customer Loyalty Program, our organization obtains early insight into OpenText roadmaps and has the opportunity to influence the execution of those roadmaps.” Wouter Van Der Heever Enterprise Information and Performance Systems Management, DISTELL 4. Forming connections with like-minded industry leaders: Our customers are thought leaders who are shaping the industry through their innovative and transformative use of OpenText technology. “OpenText Enterprise World allows us to make connections with people in our industry and we help each other by advising on the best ways to implement. It is very valuable.” Clint Wentworth Manager IS Project, NuStar   5. Gain rewards and recognition: We put our money where our mouth is – our customers are the lifeblood of our business and we want to ensure that they know how important they are to us. #LoyaltyRewarded “Abu Dhabi Airports is excited to share how our efforts are recognized and rewarded as an OpenText Elite™ Award winner. This motivates the whole team to develop ways to utilize the features OpenText applications provide us.” Hamed Al Hashemi VP Information Technology, Abu Dhabi Airport   We are thrilled with the progress we’ve made in our first year and look forward to the continued growth of our OpenText Elite™ Loyalty Program. Thank you for your support and partnership, and happy anniversary, Elite! If you’d like to learn more about the program, please reach out to elite@opentext.com.

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