Information Management

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

oil and gas

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

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OpenText WFO Video Series: Lessons Learned About Reporting to Executives

WFO Video Series

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

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Are you on Track to Deliver the Right Picture?

digital asset management

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

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

ECM at Enterprise World

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

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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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90 Days in – Attend new ECD Product Roadmap Webinar

ECD product roadmpa

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

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

Customer Experience Management

Think you know all about the range of OpenText Customer Experience offerings? Think you’ve seen it all at recent shows, or even at last year’s Enterprise World conference in Nashville? Think again. OpenText™ Experience Suite continues to grow and evolve with new products, and exciting innovative new features for the existing products. Join us at this year’s Enterprise World in Toronto to get up close and personal with all the latest CEM developments. There will be more opportunities to see the products, talk with experts, and network with your peers than ever before. Plans for the expanded CEM demonstration area in the Expo hall include: Experience Suite CEM Lab where you can see the various CEM products working together to help deliver a continuous connected customer experience from engagement to customer insights. Digital Asset Management area where you can examine top flight DAM platforms such as OpenText™ Media Management, and MediaBin, as well as industry specific solutions like Content Hub for Publishers. Web Content Management solutions to create and optimize the web experience for your customers with tools such as OpenText™ TeamSite, Optimost, Web Experience Management and Web Site Management. Customer Communications Management will highlight the new Exstream 16 release offering a unified solution for ultra-personalized communications. WorkForce Optimization that enables you to capture the true voice of the customer with products such as Qfiniti and Explore. The CEM Extensions demo area will introduce you to other products and solutions such as Experience Analytics and more to further enhance your CEM capabilities. It’s not only the product demo area that’s been extended, there will be a greater number of CEM-related breakout sessions and presentations than ever before. There will be more opportunities to learn and discuss industry trends, listen to others tell how implementing a CEM strategy impacted their business, or do a deep dive into the technical aspects of implementing solutions. It’s your choice. Whatever your level of interest and expertise, there will be something for you. If this all sounds like a great reason to spend July 10th to the 13th in Toronto, then make sure to register and we’ll look forward to seeing you there.

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

WFO video series

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

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


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

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When Search Meets AI, It Takes You Further


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

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Simplify Migration to SAP HANA and S/4HANA


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

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

WFO Video Series

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

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Discovery Rises at Enterprise World

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

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

Evolving to the Cloud

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

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Are you Delivering a Sunshine Experience?


It’s amazing how even the brightest ray of sunlight can ruin months of work. Several years ago I was part of an industry team working on developing a set of standards for a defined group of symbols and colors to be used in the way that automotive service information was to delivered. We worked diligently for several months to come up with the right experience. Then we built a prototype and showed it to several service technicians who all liked what we had done. Then we visited one technician to proudly show of our work, but he didn’t want to meet us in his office. He wanted to use the prototype in a real-life scenario. Outside, next to a big greasy machine! It was all going well until the sun came out from behind a cloud, hit the laptop screen and promptly made everything we had done unreadable; the color palette we had selected washed out and everything looked the same. Back to square one on designing the experience! I was reminded of this after stopping to get gas on the way into the office yesterday morning. My local gas station has pumps with a nice big digital screen front and center. Once you have selected your gas and started pumping it plays a mix of short TV news and entertainment clips, along with some marketing messaging. Yesterday the rising sun was at just the right angle to make the screen almost unusable for both delivering the step by step instructions for purchasing and pumping gas, and for any of the digital marketing designed to engage and entertain me for the few minutes it took to fill the car. A simple lip across the top of the screen that would provide some shade would have probably fixed the problem. Recently a friend of mine tweeted that it’s a mistake to only test your marketing content on giant monitors. You should review content on the mobile devices your users will use. Excellent advice, but based on experiences like the ones outlined above I believe that to ensure the sort of customer experience that we believe we are designing and delivering we should also test indoors and outdoors as sun glare and lighting conditions can impact the experience. And not just the mobile devices either; as the customer experience moves beyond the browser, we should also be thinking about embedded screens in “Internet of Things” connected products, or seat backs, digital signage, or other outdoor static screens. The list is growing and so are the environmental factors that will impact the customer experience. Find out more about OpenText™ Experience Suite.

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OpenText WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?

contact center goals

Hopefully you’ve already taken a moment to check out the OpenText™ WFO 2017 Video Commentary Series and read our previous blog posts which highlight some of the valuable insights shared by our panel of expert analysts and practitioners. In this series of blog posts, we’re up to number 5, and I’d like to take this opportunity to introduce you to my colleague, Roger Lee, who is also well known in the contact center community as Dr. WFO – although I would guess that many of you already know Roger pretty well given the extensive evangelism he puts out there in customer meetings, industry events and online. Roger is our host for the 2017 Video Series, and that’s his smiling face welcoming you to enjoy and learn from the commentary when you visit our website. In addition to hosting the series, Roger also contributes to the wealth of information shared by offering his own take on each of the series questions. In the case of question 5, when it comes down to figuring out the best way to coordinate contact center goals with other business units, Roger makes it clear that proactive communication from the contact center out to other departments is the most important thing to do. This is what breaks down the usual silos found within too many businesses. View Roger describing a real world use case in some detail where a contact center worked closely with marketing to understand an outbound campaign, feeding valuable information back to marketing so that changes could be made to call scripts and advertising promotions. This close collaboration significantly reduced customer effort because self-service orders were made easier and sales calls were handled more efficiently. And this in turn reduced average handle time (AHT). It was a win/win/win success: the customers were happier with the service, the call center reduced an important KPI, and the marketing campaign contributed to higher sales. This is just one example of the insightful information share by our panel of experts, so take a moment or two and view and hear what the others have to say. In all, our speakers answer eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive: What defines a positive customer experience? Why should customer experience be a top enterprise goal? How can the contact center be positioned as a leader in customer experience? How can the contact center align with the top priorities of executive leadership? What’s the best way to coordinate contact center goals with other business units? What performance goals resonate most with executive leadership? What other tools demonstrate contact center impact to the executive team? What are some lessons learned about reporting to the executive team? You can continue the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts: Question 1, authored by Steve Graff Question 2, from Alan Porter Question 3, by Roger Lee, aka Dr. WFO, and Question 4, by Matthew Storm The entire OpenText WFO team and I hope that you’re enjoying our 2017 Video Series.  Continue the conversation with me @BrianHardyman or with the entire team at @OTQfiniti. We’re here to help, to listen and learn from you too. So keep in touch.

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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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Enterprise World 2017 Can’t Come Soon Enough for the Combined OpenText/Documentum ECM Team!

As with most things in life, one success lays the foundation for another. The first was the announced acquisition and integration of Documentum into OpenText, the next was participation at the 2017 AIIM Conference, both of which have excited and energized us as we march toward Enterprise World 2017 in July. Our participation in the annual AIIM Conference was our first “family” outing since the acquisition and it proved that OpenText and Documentum were meant to be together. Documentum is definitely home at a dedicated software company! We covered a lot of ground in Orlando; welcoming Documentum customers into the OpenText fold, engaging in more than a few enlightening conversations about ECM for today and tomorrow, and demo’ing a raft of advances across numerous product lines. Hosting the OpenText community in our own backyard (figuratively and literally…it is in Toronto!) is going to provide even more opportunities for ECM practitioners to discuss, listen, and learn about the changing face of content management. Even More ECM This year’s Enterprise World has been significantly increased to provide full value to both OpenText and Documentum customers. By popular demand, the “hands-on” demos, labs, and the ever-popular Expo showroom will be expanded. And the slate of ECM-oriented technical sessions has grown by 50% to address all the training, product update, and how-to possibilities for the range of OpenText ECM solutions. Here are a couple of can’t miss breakouts that should be on everyone’s agenda: OpenText Content Suite Advancements and Innovations: Content Suite continues to expand its capabilities, solve more business challenges, and extend into more leading applications. Join our product experts for a review of the past year’s most important advances and a look into what’s coming in the near future. Documentum is now OpenText — What’s New and What’s Next?: A dive into the forward-looking strategy for the Documentum ECM portfolio, exploring the current innovation roadmap for Documentum as well as how OpenText adds interesting technology and capability opportunities to our future roadmap. What about ECM’s future? We’ll be giving full, thought-leadership attention to a pair of the most fascinating and thought-provoking subjects in content management today: the evolution of ECM into a more service-based ecosystem and the convergence of OpenText and Documentum into a leading force in this emerging frontier. Both OpenText and Documentum customers will be able to dive into future-think keynotes, customer stories, roadmaps, development strategies, product integrations, and more that speak directly to them. Last, but most certainly not least, my favorite part of every Enterprise World — meeting and connecting with our customers and partners — is going to be even better this year, too. Welcoming a whole new group of Documentum customers to the family is going to be incredible – immerse yourselves, join the community. We’ve all got so much we can learn from each other. Enterprise World 2017 is where it starts!

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