Information Management

The Cloud: Bigger and Better at Enterprise World

Cloud Enterprise_World

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

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Enterprise World 2016: How to Succeed with ECM


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

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IQPC Online Summit – Technology Roundtable Recap

contact center technology

On Tuesday, June 14, I had the pleasure of participating on the panel of an online IQPC Technology Roundtable with two other distinguished vendors. Brian Cantor, the moderator, asked each of us to share our insights and expertise with the audience of over 100 attendees regarding the current state of contact center technology. Over the course of the 30-minute discussion, we covered a number of topics, including: The current state of today’s quickly evolving contact center The role of technology in supporting this evolution Opportunities for using emerging technology to manage rapid change How contact center professionals can ensure success Great information, and great advice, was provided throughout the discussion. There was one topic, however, that did not get covered due to time, and I would like to address this in my blog today. Problem: Technology is great, but the results will not be maximized unless the business properly updates operations. What are some best practices businesses can adopt to make the most of their technology investments? Prescription: Establish a cross-functional steering committee with individuals from operations and IT who meet on a regular basis to share how technology is or is not solving their business challenges Engage with your vendor (who should truly be a partner) in quarterly business reviews. As a true partner, the vendor should clearly understand the goals and objectives of your organization in addition to sharing their expertise, product roadmap and strategy Evangelize process and technology successes (small and big wins) by proactively communicating progress throughout the contact center and the broader enterprise Ensure increased user adoption of technology by leveraging internal power users and other colleagues and peers through customer forums and vendor/partner communities I would like to extend my sincere thanks to IQPC, and especially Brian Cantor, for facilitating this roundtable. My OpenText WFO Software colleagues and I very much look forward to seeing you on June 27-July 1 at IQPC Call Center Week at the Mirage in Las Vegas, NV. Please stop by booth #1017 for a craft coffee and engaging conversations with other OpenText™ Qfiniti and OpenText™ Explore experts. Until next time…

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Wrestle a HiPPO – and Win!


One of the toughest challenges for every data-driven marketer is dealing with someone higher up in their organization, who can and does make decisions based on gut, “experience”, or maybe ego, rather than data-driven customer insights. They are the HiPPOs – the Highest Paid Person in the Organization (or sometimes, the Highest Paid Person’s Opinion). We here at Optimost have a lot of experience helping our customers address cultural challenges like this, so I wanted to share our recommendations for turning your HiPPO from a scary creature that tramples over your best ideas to a supportive, empowering, roadblock-clearing champion. Why does your HiPPO matter? Everyone talks about the elephant in the room, but the HiPPO often doesn’t get the mention they deserve. And that’s too bad. HiPPOs are one of the top conversion killers when they base decisions on conjecture instead of data. It’s like a wild card. Their opinions may make perfect sense, or they may be totally left field. Either way, their suggestions may not actually be best for the business or your customers. Don’t believe us? Look at this: In reality, your users may feel or act much differently. To maximize profits, your site needs to reflect what works best for your customers. But, you can’t know what that is if you aren’t testing. HiPPOs eat data for breakfast Famed 20th Century American engineer, statistician, and management thinker Edward Deming said, “In God we trust, all others bring data.” Most senior managers would prefer to make decisions based on data rather than gut, but rely on their experience instead because they lack complete information for many of the decisions they make. A HiPPO with a testing suggestion, like the one above, might just be trying to be helpful. Or he might think his wife is a web design expert. But he almost certainly doesn’t have the data necessary to make the right decision. So tame the HiPPO by bringing them data instead of anecdotes. That means testing, measuring, and analyzing every step of the conversion funnel on your website. Any site changes should be made because you have quantitative proof that they will improve the outcome you’re driving. That said, if your HiPPO remains adamant their opinion is right, co-opt them through data-driven testing. Incorporate your HiPPO’s suggestions into your test planning and prioritization. It’s a great strategy to help you get ahead, because it helps show your HiPPO you value their ideas. Doing so is important to garner their support. Also, planning and prioritizing helps you to bring order to the chaos and decide what to test first. If you can show your HiPPO that their idea is likely to be marginal at best and will delay a really important test, they may be happy to withdraw their request. Senior management will love you if they see that you’re not only doing the work right, but doing the right work. When you do both, your HiPPO can show he or she is delivering more overall value to the company. And, in turn, your work will be deemed more valuable. As the CRO owner, you probably already have much more detailed data than your HiPPO. So, you can easily use it to your advantage to fuel your CRO/testing agenda. Speak in HiPPO As marketers, we know intuitively that if we don’t communicate with our customers in ways that are relevant and relatable to them, we won’t be in business long. But somehow we often forget this when it comes to internal communication. Everyone, at every level, has specific language and metrics that resonate with them. For you, it might be site traffic. For your colleague, it might be to email sign-ups. But, to really engage your HiPPO, translate your successes to their language and communicate results in terms of that they care about. Here’s an example: If you ran a great test and achieved a 9% boost in adds to cart, don’t go to your CEO and say, “This test achieved a 9% boost in adds to cart.” They probably won’t know what you mean or why they should care. Instead, do say, “For every 1% boost in adds to cart, we earned $10 million in annual revenue. As a result, this test could bring in $90 million in annualized revenue.” Now, that’s something your CEO will want to hear! (Quick diversion: watch this if you want to learn to speak in actual HiPPO. It’s pretty amusing.) What matters to your HiPPO? In order to measure and communicate appropriately to anyone in your organization, ask yourself and your management questions like: What kind of data does my boss ask for again and again? What kind of results do my bosses report to their bosses? What is being tracked on management dashboards? What metrics do executives communicate to the organization? What metrics do stock analysts estimate and report on (for public companies)? Make a HiPPO your Executive Sponsor Sometimes, despite your best efforts, you simply don’t have the rank or pull to push your testing agenda forward, so identify and cultivate an executive sponsor. An executive sponsor is a senior person within your organization who believes in and supports your CRO mandate and has the authority to push forward higher level executive decisions. They will help you: Define and advocate the primary business goals and objectives of your CRO program Expedite approval of strategic decisions on what tests to run Evangelize tests results and widely share them throughout the organization People often get stuck when they lack testing support in their direct management chain. If you’re up against a wall, look elsewhere. Your executive sponsor doesn’t need to be your boss or bosses boss. Look for an executive sponsor that works in any area where data is highly valued; for example, in analytics, marketing operations, or finance. Any of these teams will be predisposed to support you: Analytics’ mission is to better understand and improve website performance Marketing operations wants to ensure marketing maximizes the value of every marketing dollar Finance is always eager to add to the top line or reduce costs Bring HiPPOs into the club with a testing workshop and quarterly reviews At Optimost, we’ve had a lot of success transforming customers’ testing cultures through testing workshops, or hackathons. Testing workshops are one- or two-day team building sessions designed to bring together key stakeholders and raise awareness about testing. The sessions help build testing ideas through a fun, engaging atmosphere. We’ve found team building activities, like testing workshops, help everyone tangibly see and experience the value of CRO. Giving everyone the opportunity to brainstorm, share and present their testing ideas, and have their voice heard fosters collaboration. Stakeholders who aren’t involved in testing day in and day out welcome the chance to feel like they’re having a direct—and positive—impact for customers and the business. Let’s face it. Your HiPPO is a busy person. There are a lot of issues to take care of on the wide savanna. So in addition to inviting them to the occasional workshop, keep them aligned with regular high level reviews. We find quarterly reviews are about the right cadence. In the session, present a high level view of what’s been achieved and what’s in the testing pipeline. With everyone in attendance, state in clear terms how testing goals are being met and how they’re supporting the goals of the business When reporting your achievements, make sure to use KPIs your audience will respond to and understand best – see below When key stakeholders see and hear how your testing program is positively impacting their bottom line, you’re more likely get their buy in Let the wrestling match begin So remember my four tips for wrestling HiPPOs: Bring your HiPPO data. Their decisions will be better! Communicate to them in terms they understand and care about Look for HiPPOs that are on your side — in your management chain or elsewhere Bring them into the club with workshops and regular reviews I hope the tips above help you engage the HiPPOs in your organization confidently and successfully! We’re putting the finishing touches on Trade Up: From Cube to Corner Office, a comprehensive guide to taking charge of testing and optimization in your organization, which goes into a lot more depth on these issues. Please let us know in the comments or by email if you’d like to receive a copy when it’s ready in a few weeks. You can also read more on HiPPOs and testing programs in previous blogs here and here. What other ideas have you successfully used? Please add them to the comments.

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The Customer’s Perspective of the Redefined Customer Journey

digital customer journey

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

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ECM Show and Tell at Enterprise World 2016

Enterprise World

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

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What Happens in Vegas Should be Shared in Vegas!

Contact Center Week

If you missed the opportunity to attend the ICMI Contact Center conference this past May in Long Beach, California, we’re hoping you will join us in Las Vegas at IQPC Call Center Week. Sure, you might be tempted to drop some coins in the slots, but be sure to also drop by our booth and learn how to stop playing games of chance with your contact center agents and your customers. The OpenText WFO Software team is proud to be a gold sponsor of this event, and you won’t want to miss out on the nuggets of learning and inspiration that you can pick up by speaking with our expert staff – not to mention the opportunity you’ll have to win fantastic prizes while enjoying the craft coffee being served. June 27 – July 1, 2016 IQPC Call Center Week                                                                                                      The Mirage Las Vegas, NV OpenText WFO Software at booth # 1017/1019 Tuesday, June 28, 2016 | 11:15a-2:15p Workshop L Service Delivery Optimization: Tackling Your Biggest Challenges with Best Practice Processes This fast-paced workshop will cover best practice processes in key operational areas so that you can consistently deal a winning experience to your customers by optimizing service delivery. Presented by Roger Lee, Principal Evangelist, OpenText WFO Software and Deb Alvord, Global Lead – Contact Center Advisory, CX Transformation, Hewlett Packard Enterprise Tuesday, June 28, 2016 | 6:00p Call Center Week Excellence Awards Gala Please join us at the award ceremony to see if HSN (Home Shopping Network), one of our customers and a finalist for Best in Class Contact Center (Over 200 Seats), can walk away from the table with the top prize! Wednesday, June 29, 2016 | 3:00p-3:40p Track 3 Power your Customer Experience with Data-Driven Analytics Don’t rely on lady luck to win over your customers. Turn your big data into actionable insights and create real-time, personalized customer experiences through deep behavioral analytics. Presented by Stephanie Shaffer (Asurion) and Roger Lee, Principal Evangelist, OpenText WFO Software Stay tuned for additional information regarding this must attend event.

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The HiPPO Goes to the Movies!


What happens when a millennial CEO hires a retiree intern? Valuable real-life digital marketing advice from the movies! I recently watched The Intern, a great Nancy Meyers comedy starring Robert De Niro and Anne Hathaway. She plays Jules Osten, a millennial startup CEO, and he plays her new intern Ben Whittaker. That’s right — her company hired a retiree as an intern. Comic gold. We first see Jules about 10 minutes into the movie, entering the office and immediately set upon by her assistant, making quick decisions and taking charge in a classic Hollywood walk-and-show-decisiveness shot. It’s updated for a startup culture because she bikes through the office, but otherwise it’s a familiar movie device. Part of the scene shows her meeting with her web team and asking for design changes to the day’s homepage. “Try making the photo grid bigger.” “I love that 5. Can we make it more graphic?”     At OpenText™ Optimost, we talk a lot about HiPPOs, or the “Highest Paid Person in the Organization”, and the unfortunate role HiPPOs often play in website decision making, to the exclusion of data-driven customer insight. This scene is a great comedic illustration of the idea, and you can read more about HiPPOs here. A bit later in the movie, Ben shows that he’s savvier than the clueless old person his millennial colleagues take him for by sharing some insights he found looking at the marketing and advertising data. “The most expensive place you’re advertising is actually bringing you the customers who are spending the least and the channels you’re least investing in are adding enormous value…” To her credit, Jules listens and empowers him to fix it. As you can watch in the movie, he is still a bit unorthodox — he looks at the data on paper?! Lesson: Sometimes you have to help your HiPPO help you This is something we help our customers with every day at Optimost. If you are trying to wrestle with HiPPOs in your organization, here are three things you can do: Watch the movie! It might not help but at least you’ll get a good laugh Stay tuned for my next blog post: Wrestle a HiPPO — and win! Let us know how we can help In the meantime, have you seen other good examples of HiPPOs in the movies? Please share in the comments!

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Making the Case for ECM in the Cloud


Staying competitive and continuously enhancing customer experience is critical to any global enterprise. Scalability, flexibility and agility are key to meeting stakeholder requirements. One of the first areas organizations are focused on is ensuring corporate content is available to all of their constituents on a 24/7/365 basis. Cloud is becoming an increasing part of their Enterprise Content Managements (ECM) strategy. The extension of ECM to include cloud, hybrid cloud and cloud-to-cloud implementations is becoming the next logical step forward in a digital transformation that ensures content is consistently available, accessible, and shareable. Moving your ECM to Cloud brings uninterrupted content access to internal and external global teams. It brings agility, flexibility and cost savings. Our customers talk about these benefits as they look to move into cloud and hybrid cloud implementations. As a spokesman for the Greater Toronto Airport Authority – GTAA explains, “By going into the OpenText Cloud, we will have a lot more options, whether it’s offering services that we didn’t have before, getting upgrades sooner and bringing more technology into the house. We proved that there is cost savings, but not only that, going to the Cloud will help us bring the innovation that we’re looking to do in terms of information management.” A recent survey from AIIM (Association of Information and Image Management) found that nearly three quarters of those who have made the move to the cloud say they are saving money. But there’s much more to it than pure cost savings. Many respondents said they made the move to the cloud motivated by more than just achieving cost savings.  But what about cloud concerns?  AIIM sites there is a growing confidence in cloud applications, with 73 % of respondents indicating that cloud providers are likely to offer better (48 %) or similar (27 %) security to their on-premises managed systems.  The AIIM report, Harness the Power of the Cloud to Amplify the Value of Enterprise Content Management shares some interesting statistics and insights that may help as you consider your cloud options for ECM.

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ICMI Contact Center Expo & Conference at Long Beach, CA

contact center

From the desk of Dr. WFO: If you haven’t attended an ICMI Contact Center conference, you are missing out! This is a worthwhile investment for all contact center personnel. We were one of the sponsors at this year’s conference in Long Beach, CA, and the entire OpenText WFO Software team was impressed by the turnout of over 1,500 attendees. Another interesting fact was that about half of the attendees had never attended this type of conference before, so in other words, 50% were newbies. Lots of great content was delivered which focused on all aspects of content center management – people, process, technology, and strategy. The overall theme for the event was tied to improving the overall customer experience, along with how to promote the value of the contact center within the organization. It was most interesting to hear about the challenges that contact center professionals were looking to solve and the best practices they were hoping to learn from industry experts and other peers. Dr. WFO presenting to a standing room only crowd on Selling the Value of the Contact Center to the Enterprise Dr. WFO with colleague Jessica Overton and leadership team from Church Pension Group (CPG) The event had several interesting keynote speakers, but one in particular stood out for me. Scott McKain’s featured keynote titled “The Ultimate Customer Experience: The Key to Lifelong Loyalty and Endless Referrals” was engaging and fun. His message was make it easier to do business with you. He shared his model of 4 corners of distinction: Clarity – Be crystal clear on what sets you apart, define purpose; mindshare precedes market share Creativity – Be creative at one thing, be considered innovative Communication – Write a story about how a customer improved his/her business as a result of your efforts Customer Experience Focus – Unique experience I would highly encourage you to attend a contact center industry event. If you were unable to make this most recent ICMI event, you still have an opportunity to attend the upcoming 17th Annual Call Center Week & Expo (CCW) in Las Vegas from Monday, June 27 – Friday, July 1. The OpenText WFO Software team would love to see you there! Until next time…

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How to Identify Return on Investment of Social Media Marketing (Infographic)

social media ROI

The B2B marketing leaders will be spending more money on technology than the CIO in 2017. Sure they may already spend a lot, but the interesting question here is: will they now finally be able to identify the revenue? It was not long ago when CMO’s were perfectly ok with having more and more new technology tools. The problem came when they were forced to maintain the tools and, also to measure the performance of those tools in order to prove that they were still needed. While each platform may include its own reporting tools, in an omnichannel world, having so many partial views of the truth makes little sense. Many business users and decision makers can’t see the forest for the trees when it comes to the current analytics environment. How will they manage then in an Analytics of Things of world with 6.4 billion connected devices? Are CMO’s prepared? According to a recent study on The State of Marketing Analytics by VentureBeat, “Analytics are key to showing value, yet the market is huge and fragmented.” Customers are no longer using a single channel to buy yet only 60% of marketers create integrated strategies. Probably the most painful source to measure is social media. It is painful because there’s no way that investors will accept engagement metrics such as impressions or likes as revenue. It is also painful because the CMO is being pushed by market analysts to invest more and more budget on social media. Social media spending is expected to climb to a 20.9% share of marketing budgets in 5 years even though analytics is not yet fully integrated or embedded according to a recent CMO Survey. ROI of social media in the form of adding new revenue sources, enhancing revenue sources and increasing revenues is more pronounced among companies with a more mature data-driven culture. The graph below shows where competitive advantage has been achieved as a result of data-driven marketing by stage of development according to Forbes. What’s worse for the laggards is that their immature analytics culture is resulting in the lowest profitability – they even don’t know often which analytics platforms they are paying for, according to the same research. “There is no substitute for hard work,” said Thomas Edison. In order to identify the ROI of social media marketing, we will go through the hard work by going through the requirements for your social media data below, including: Why you need integration and democratization of data in the cloud, including social media data Why you need self-service advanced and predictive analytics for your campaigns Why agility is so important when it comes to marketing analytics Why integrated reporting and insights should be easy to access by any marketer or business user Integration and democratization of data in the cloud, including social media data This is not just useful to get a single view of the truth. Working in an environment where each platform’s reporting is separate from the others, is not possible to calculate ROI of social media marketing. You may find a way to calculate the revenue of a Paid Per Click campaign in LinkedIn for example, but this is a very narrow view of what social media marketing is about. The first step to identify the real revenue of social media should be to integrate all disparate data sources in the cloud. They should be integrated, because that way you will be able to cross reference information, discover the real 360º customer view and the actual ROI. Also, it should be integrated in the cloud specifically so other business users can access and self-service the final insights. Some people may think they have a 360º customer view when they integrate Google Analytics and Salesforce to calculate the ROI of a paid campaign in Google Adwords. But they are still far from that view. According to Think with Google, for instance, customers in most industries in US click on a paid ad long after they were engaged in social. That means that a percentage of the ROI of the Pay Per Click campaign should be attributed to social to be accurate. What if instead of making assumptions you start to track which channel is the first, then which is next, and which is the latest? You can do this with tools like Piwik or Eloqua Insights because they track all different devices from which the customer is visiting your website as well as specific URLs they land on, and order the events by date. While this is fine if you have less than 200 sessions per day on your website, if you have more than that you will quickly understand why big data is more than just hype! Trust me, if you had the time to explore, analyze and export using Piwik or Eloqua Insights you would really know what patience means. With big data, even if you just want to use a selected small part of it, you need columnar database technology like the one used by OpenText™ Big Data Analytics. Having your data sources integrated at the start and managed by IT is fine, but when it comes to data audits, data cleansing and data enrichment you had better expect this to be self-service. B2B companies need to know as much as they can about the companies they market to and 75% of B2B marketers say that accurate data is critical for achieving their goals but lack of data on Industry, Revenue, and Employees is a problem in up to 87% of the examples. Bad data affects not just marketing but also sales, according to Forrester, executive buyers find that 77% of the sales people they meet don’t understand their issues and where they can help. As a result a lot of CMOs are taking the initiative to start profiling and creating more targeted leads so that sales don’t have this problem. Self-service advanced and predictive analytics for marketing campaigns According to a recent study by MDG Advertising, B2B organizations that utilize predictive analytics are 2x more likely to exceed their annual marketing ROI goal. The research offers interesting reasons why 89% of B2B organizations have predictive analytics on their roadmap. According to VentureBeat there are 3 main reasons why marketers aren’t that advanced in their analytical approaches – including skill gaps around data science. Easy-to-use tools can make it easier to run reports, but without a real understanding of data-driven approaches, the final report may not be accurate enough. Predictive lead scoring, for instance, can yield significant ROI and 90% of large organizations will have a Chief Data Officer or CDO by 2019. Meanwhile CMOs are not inactive and 55% of B2B organizations are already hiring for marketing analytics roles. Success in social media is not as easy as being 30 years old. You know that you will be 29 years old for 12 months and then it will automatically change to 30. This is easy to predict, but it is not scalable to social media. In terms of social media you need to go deeper than the surface to measure, for example, if it is worth having 30 social media accounts or maybe 10. You need to measure if it is worth having 30 blog articles or maybe 300. You will want to calculate if “Channel A” is worthwhile because it generated 300 conversions from unqualified leads or not. You may want to go further and identify which of the qualified leads bought “Product A” and “Product C” but haven’t yet bought “Product B”. Do you want better segmentations and profiles of those, so you can create a custom cross-selling campaign, based on information that you can get from LinkedIn, for instance? If so, you will need to go further than data visualization. Companies need advanced analytics to identify ROI. This is what will give you the insight on the ROI of your social media, but more than it could ensure success in the current digital era. You will find the following ad-hoc & pre-built tools at OpenText Big Data Analytics: Venn Diagram: Are you tired of reaching the wrong people? Smarter companies are reporting benefits doing data mining to target advanced segmentations and the most appropriate people with marketing material that resonates with them. Note that segmentations are based on data mining, but can be created by drag and drop of the database objects in the left column. Profile: Are you still re-marketing to visitors who landed on your website by mistake? Our drag and drop, easy-to-use tool is needed by marketing in the current customer-centric culture. B2B marketing goals for predictive analytics span the customer funnel including customer retention, customer lifetime value, customer effectiveness right up to customer acquisition – so having a customer profile is a must-have to begin. Association Rules: What if you could identify which users are likely to abandon with sentiment analysis of their activity in social media and help-desks – so you can reduce churn with a loyalty campaign? Would that help the ROI of your social media? You can find more predefined analysis screenshots and use case videos to help. Companies plan to increase spend on marketing analytics, but many will select the wrong capabilities or be unable to use them properly. Harvard Business Review alerts to this point “marketing analytics can have a substantial impact on a company’s growth, but companies must figure out how to make the best use of it”. Why agility is so important when it comes to marketing analytics You already know that advanced and predictive analytics is not new, if you think about how financial services has been using it. What’s really new is how easy analysis can be created as self-service now. In the real world, only 20% of organizations are able to deploy a model into operational use in less than 2 weeks according to TDWI, so don’t forget to ask for self-service and real-time advanced analytics. You will be happy that your analytics platform technology includes a columnar database when you get to this point. Why integrated reporting and insights should be easy to access by any marketer or business user 3 out of 4 marketers can’t measure and report on the contribution of their programs to the business. Isn’t that scary? To know the customer and how to deliver relevant data is a key business differentiator. Marketing analytics tools need to be more than a nicely displayed report, they need to allow decision makers to interact with the information according to McKinsey & Company. There’s a lot that has been written about the opportunities of using big data in supply chain and retail companies, and specifically the social media capabilities to reach their audiences. The retail analytics market is estimated to grow from 2.2 billion to 5.1 billion in 5 years but difficulty in sharing customer analytics is ranked as a top challenge by the Industry. Social media is a smart way to connect a customer with a specific local store, right? Instagram includes stats of impressions, reach, clicks and follower activity for businesses. There are a few tools with powerful capabilities to personalize, share and embedded HTML5 data visualizations available, but OpenText™ Information Hub is the only one that is tied to advanced and predictive analytics. 9 out of 10 sales and marketing professionals report the greatest departmental interest is in being able to access analytics within front-office applications and OpenText Information Hub is ranked as the top vendor in the latest Embedded Business Intelligence Market Study by analyst Howard Dresner – not without reason. Don’t forget to ask for an analytics platform that is perfectly fine to be scaled to unlimited users. Turn your social data into strategy, then gold Predictive analytics not only applies to what will happen next quarter, but also to what the user may want to find right now. Google doesn’t wait for you to make association rules that have probably helped you a few times – they make their big data work for millions of users in real-time. Now think about your company and one of your prospects sharing your content on social media or email. Do you create a campaign to track and nurture these actions? How do you react if a user won’t complete a form more than once? What do you do when one of your prospects is searching on your site having landed from a social media post about “Product A”? Are you able to identify that “Product C” will be the more likely purchase? There are musicians unhappy about piracy, but there are others tracking, mining and getting revenue from social data. Getting these insights on revenue before running new omnichannel campaigns will provide one voice communication, essential for a successful omnichannel strategy. What is also important: this will help with better data-driven decisions and greater return on investment of your social media budget. 86% of companies that deployed predictive analytics for two or more years saw increased marketing return on investment according to Forbes. Download the Research “Operationalizing and Embedding Analytics for Action” from TDWI The report notes that operationalizing and embedding analytics requires more than static dashboards that are updated once a day, or less. It requires integrating actionable insights into your applications, devices and databases. Download the report here.

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Accelerate Your Path to EIM and Release 16 With OpenText Professional Services

Release 16

OpenText™ Release 16 represents the most complete, integrated digital information platform in the market today. As organizations focus on their EIM strategy, OpenText Professional Services provide the “how to” guidance and hands-on expertise needed to plan and execute effectively with Release 16. Our Professional Services teams have amassed a wealth of experience and best practices working with customers globally on planning, designing and building end-to-end solutions that support and optimize key business processes. There is no better place to gain practical assistance than Enterprise World 2016. Our professional services experts will be there to help with your EIM strategy, upgrading to Release 16, consolidating legacy systems, migrating to the cloud and realizing EIM benefits of all types. Below are some highlights from the many “how to” opportunities available at the event. Learning Services Training Sessions Dozens of training courses and workshops are offered in Nashville. Make the most of your Enterprise World experience by joining these interactive and informative sessions presented by OpenText experts on July 9-11. Sessions that are focused on how to make the most of Release 16 include: Content Server Installation and Configuration v16: 3 day course (U-TR-3-0187) Upgrading to Content Server v16: 1 Day Course (U-TR-2-0137) Content Server Administration v16: 3 day course (U-TR-3-0188a) Process Modeling for Process Suite Platform v16:  3-day Course (U-TR-4-4913) Implementing OpenText™ Media Management v16: 3 day course (U-TR-3-0805a) Meet with OpenText Professional Services Experts in the Expo hall There will be a large area focused on Services in the Expo hall this year. Join us at the mini-theatre to learn how to: Upgrade to Release 16 Migrate to the OpenText™ Cloud Reduce TCO with Optimize service programs Realize EIM strategic goals with Release 16 Book a private session with our Services Experts so we can help build the plan for your EIM strategy realization and you can leave the event with a concrete plan of action specific to your organization. Or bring your questions to the Professional Services Expo Lab and our experts will be happy to share insight and options for you. Professional Services Breakout Sessions Optimize your investment with OpenText Services Programs (EIM-201) How to Measure and Enhance User Adoption (EIM-202) Delivering Electronic Medical Records (EIM-203) OpenText and Success Factors: Transforming Talent Management (EIM-204) ECM for Engineering Document Management (EIM-205) Breakout Sessions: Upgrading to Release 16 Insights from the In-House Upgrade to Content Server 16 at OpenText (ECM-212) Top 10 Questions you need to ask when Upgrading ECM to the Cloud (ECM-228) ECM Customer Panel: Upgrading to Content Suite 16 (ECM-232) Moving up to Process Suite v16 (BOM-202) Upgrade Considerations for moving to OTMM v16 (CEM-200) Breakout Sessions:  EIM Strategy and Total Cost of Ownership Building EIM Solutions with Process Suite (BPM-301) CEM Strategy & Product Direction: Designing a Continuous Digital Customer Experience (CEM-100) ECM Strategy & Product Direction: Re-thinking ECM for the Digital Enterprise (ECM-100) Total Cost of Ownership Benefits of the Cloud (CLD-201) Optimize your investment with OpenText Services Programs (EIM-201) Enterprise Managed Services in the OpenText Cloud – Deep Dive (CLD-200) Enterprise World 2016 offers the best chance to learn about the advantages of EIM, the benefits of Release 16 and to gain insights and concrete “how to” advice from our Services experts.  Register for the event, the courses, the breakouts and the meetings.  We look forward to seeing you there! For more information visit our Enterprise World website.

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Accelerate Your Customer Experience Plans at Enterprise World

Enterprise World

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

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OpenText’s Innovative DAM Solution Wins Industry Accolade!

Digital Asset Management

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

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Turn Regular Customer Communications Into a Powerful Marketing Asset

customer communications

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

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The RFP Process and You – A Relationship Guide (Webinar)

RFP process

Do you have a love-hate relationship with the RFP (Request for Proposal) process? Does it elicit warm feelings that the acronym could also stand for “Reliable, Fair, Pleasant” process? Or is it more like “Really Freaking Painful?” The RFP process began in the Government sector as a way of ensuring fairness to suppliers – all competing vendors get the same information and deadline requirements, evaluate proposals against stated criteria, and select the “winner” in a transparent, defensible way.  Today the RFP process is used in most industry sectors, where organizations see it as a useful method to collect competing bids. However, for many procurement professionals, bid management can be time consuming and labor-intensive. Processes are often manual, paper-based and inconsistent. Large volumes of information with multiple versions must be collected, coordinated and distributed. Vendors, both known and new, need to be evaluated and multiple stakeholders must work together. Smart organizations know that the relationship with the RFP process can be fulfilling, productive and yes, even, satisfying. Below is our Relationship Guide which contains best practice advice on how to improve your bond with this sometimes misunderstood process. Enough with the spreadsheets If you are wondering why your procurement processes are slow, error-prone, and costly, it is probably because of the M-word – most RFP processes are manual. This results in inconsistent execution and vendor engagement, and potentially compliance risk. Moving your bid process online facilitates the efficient flow of work, while enabling the capture of KPIs and process metrics. Automating workflows provides decision makers and management with real-time visibility into procurement operations and enables sound strategic decisions. Difficult-to-manage emails become a thing of the past by moving all vendor and buyer interactions and communications to a single, central portal. According to global management consulting firm A.T. Kearney, the most successful procurement leaders “are fully automated – with real-time access to data.” It’s the 21st century. It is time to automate and join the digital world. Know your suppliers Large organizations often interact with hundreds or thousands of vendors and partners. Sifting through corporate memory to identify the best vendor(s) to fulfill a particular requirement can be time and effort-consuming — if not impossible. Intelligent tools are needed to keep track of suppliers’ capabilities, as well as how well they have performed in the past. Choosing the wrong vendor can have a host of impacts ranging from delayed projects and bleeding budgets, to business disruptions and public relations nightmares. A bid management solution with strong vendor management capabilities can ensure that all relevant vendors are included in the evaluation and that past vendor performance is taken into account when executing new procurements. Follow the rules Like in any relationship, there are rules. And if rules are broken sometimes someone gets hurt, usually in the form of a fine or reputational loss. In one extreme case a few years back, the Government of Canada was ordered to pay almost $30 million in lost profits to a losing bidder for intentionally favoring the incumbent. There are numerous policies that govern sourcing activities. Organizations must ensure they spend money judiciously and eliminate waste; and in the case of government, protect against abuse of public dollars. According to the US Office of Management and Budget, more than one out of every six dollars of federal government spending goes to contractors, making it essential that all sourcing result in the best value for the taxpayer. Legislation such as the US Federal Acquisition Regulation, Federal Accountability Act in Canada, and the Public Contracts Directive in Europe, mandate that business is conducted with integrity, fairness, and openness. Protect the information The RFP lifecycle generates many business records that must be managed. When processes are manual, there is no central repository for communication and collaboration between the numerous stakeholders, jeopardizing information integrity and efficiency. Choose a solution with a secure back-end system of record, enabling the indexing of documents for easy search, full audit trail of actions that have been taken, sophisticated access controls, and automated records retention and disposition. These features play a key role in demonstrating the trustworthiness of the bid process and protecting important records per regulatory requirements. Rekindle the passion In large organizations, an RFP can be worth millions of dollars to a supplier and represent a strategic effort for business, procurement and IT organizations. Business leaders want to know they are getting the best solution for their dollar, and suppliers want to compete fairly for the business. You don’t need to have a strained relationship with the RFP process. A strong bid management solution will make you look at the sourcing in a whole new way. Introducing OpenText™ RFx Center OpenText RFx Center is an application targeted at automating and improving the efficiency of bid management. Built on OpenText™ Process Suite with integrations into OpenText™ Content Server and OpenText™ Contract Center, RFx Center combines industry-leading process automation, content management, and contract functionality in a single solution. Automate RFP, RFQ, RFI, Framework, and sole source processes Enforce regulatory compliance and increase transparency though audit history and tracking of all procurement actions, documents, and artifacts Manage procurement documents in secure centralized content repository Empower business users to rapidly configure workflows and business rules with intuitive, easy to use interface – no coding required Improve efficiencies and integrity for all vendor and buyer interactions using a single, central portal – no more emailing documents Take advantage of powerful Analytics capabilities that provide deep insight into procurement performance Ensure fairness to vendors with increased internal auditability, visibility, and accountability OpenText Live Webinar featuring OpenText RFx Center – Streamling Bid Management Find out more, join us for the OpenText Live Webinar featuring OpenText RFx Center on Tuesday, May 31, 2016 at 11:00 a.m. EDT. Streamlining Bid Management with OpenText RFx Center

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Resist the Dark Side—Govern Cloud Content, You Must

Cloud content

Everyone knows that cloud and mobile platforms are game changers, offering a long list of benefits. At the top of the list is improved sharing and collaboration. Knowledge workers have always looked for better, faster ways to share and collaborate. It should come as no surprise that they have readily adopted Microsoft® SharePoint®, Microsoft® SharePoint® Online, and other cloud-based repositories. In recent years, users have been moving more and more of their work processes away from their on-premises Enterprise Content Management (ECM) system and into these online applications. According to AIIM (Association for Information and Image Management), as many as 30 percent of users already use “unofficial cloud file-sharing tools” in the workplace. Unfortunately, there is a dark side—at least in terms of security and governance. While these online applications excel for their easy-to-use portal interfaces, they generally lack robust document and records management capabilities. As described by AIIM, this “renegade approach to information sharing completely blindsides the organization—the information now resides outside of all governance, permission and security systems, and quite literally has gone AWOL.” Limited Support for 100% Cloud ECM While the move to the cloud is a near certainty—the benefits are simply too hard to pass up—it is also becoming clear not all content will migrate there in the near future. Many organizations are simply not comfortable moving highly sensitive ECM content at this point. In a 2016 AIIM study about cloud and mobility, less than 20 percent of information management stakeholders believe 100 percent cloud ECM is suitable for their operations. Security and reliability are their primary concerns. Not only do these systems contain proprietary information, but in many cases business processes and third-party integrations are built on top of them—applications that are critical to everyday operations. Balancing the Opposing Needs of Stakeholders It’s a balancing act. Knowledge workers want faster, easier ways of working. And they are willing to bypass restrictive corporate policies to get things done. Those charged with managing risk and security, however, want content securely governed on premises. What is the best way forward? The best approach is to provide tools that do not restrict users—yet provide the level of security and reduced risk the organization needs. Hybrid ECM: Best of Both Worlds Hybrid ECM is an excellent and increasingly acceptable option. In the same 2016 AIIM study mentioned above, the majority of respondents viewed Hybrid ECM as offering the best of both worlds. The entire organization benefits from using the on-premises ECM system for securing, managing, and archiving sensitive enterprise content—and also using a cloud-based application like Microsoft SharePoint Online, for example, to enable easier sharing and collaboration with outside partners and vendors. Synchronization is Key Synchronization technologies are integral to any Hybrid ECM solution. They integrate the cloud-based file-sharing application with the on-premises ECM application and automatically move or copy content to ensure governance. Here are some typical scenarios: Archiving—content is moved from the cloud/SharePoint into the on-premises ECM system for governance and archiving Publishing—content is moved from the on-premises ECM system into the cloud/SharePoint for publishing Synchronization—when content is duplicated in more than one location, synchronization ensures changes in either location are applied to both At the end of the day, the best solution requires little or no effort from the end user. It works seamlessly to support the use of cloud-based sharing repositories while minimizing the dark side—the proliferation of unintegrated, ungoverned content and its risk to the organization. OpenText™ eDOCS offers automated, easy-to-use tools for synchronizing content into your DM. As part of the eDOCS solution, synchronization capabilities are available through eDOCS DM as well as through our SharePoint Integration module. To learn more, visit our microsite.

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Is Your Application Development Getting Lost in Translation?

application development

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

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

media management

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

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

Content Server

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

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Oh Behave! Marketing, Optimization and Testing Convergence


The OpenText™ Optimost team just got back from BEHAVE 2016 in Austin, a wonderful conference for digital marketers interested in translating behavioral insights into how they create and optimize digital experiences for their customers. A big shout out to our friends at WhichTestWon who put it on! I was impressed and gratified by attendees’ passion and belief for testing everything, and using science to drive marketing success. It was clear that this was our flock – and that it’s healthy and growing. But it was equally clear that when dispersed in our respective offices and organizations, some people feel frustrated and stymied. Their efforts run into brick walls of internal politics or those who feel threatened by a data-driven approach. This isn’t just happening between the doers and middle management, Steven Levitt (of Freakonomics fame, and a hilarious speaker to boot) told a wonderful story of the CEO of an electronics retailer bringing him in to look at their major TV and newspaper ad buys. The retailer was very consistent: TV spots 3 times a year (Fathers’ Day, Black Friday, and Christmas) and newspaper inserts weekly, without fail, for the last 25 years. The CEO wanted to know the ROI of these buys, but because there was no variation in the tactic from week-to-week or market-to-market, it was impossible to know for sure. Levitt suggested running an experiment to turn off the inserts in random markets for random weeks, to see what would happen to sales. No one in the C-suite was willing to try it. So it’s clear that even in the highest levels of the organization experimentation can be a tough sell. The disconnect between the power of an experimental approach and how most organizations work today may explain the overflowing demand for our bootcamp, which focused on practical strategies to get buy-in, resources, and accelerate the success of digital optimization efforts. I’ve shared the presentation at the end of this post, also WhichTestWon’s Test of the Week last week covered similar ground. The bottom line is, as bearers of a relatively new (and appealing, effective, efficient, and scalable!) approach to marketing, we all need to learn to manage up, down, and sideways to build support and move our organizations forward, or we will all suffer for it. At another conference I attended last week in Austin, a CMO said, “the one thing worse than being wrong is being irrelevant.” Make sure you are the champion of relevance!

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Measuring Customer Lifecycle Value

customer lifecycle value

As the analysts have been telling us for a year or so now, digital business puts people right in the center of activity – they can get what they need, where, when and how they want today. The traditional model of finding a new customer, selling to them, and then moving on to the next opportunity has changed. Research has consistently shown that it costs less to sell to an existing customer than to find a new one, and that customers who feel engaged with a brand or product will spend more on repeat business through the lifetime of ownership. However traditional measurements like Net Promoter Scores or Customer Satisfaction scores are reactive, descriptive, and sentiment-based, while what is needed is something that is predictive and performance based – a measurement of the Customer’s Lifecycle Value (CLV) to the business. Customer Lifecycle Value is usually formally described as amount of revenue, or profit, that a customer, or defined group of customers, generates over their projected lifetime of interaction with a company. This could be argued to be a somewhat myopic viewpoint as it presupposes a traditional sales cycle and a finite predefined timeline of customer engagement. In today’s digital world, by delivering a continuous connected customer experience, it is possible to grow a customer’s interest and investment in a redefined relationship that delivers benefit to both the customer and the enterprise, resulting in a CLV model that measures interaction and investment at different stages of interaction. Digitally sophisticated customers and partners increasingly research products, make purchases, track orders, and manage their accounts or subscriptions online. Customers increasingly expect these transactions to seamlessly transition from one digital platform to another, while retaining a consistent personalized experience, with data, information, and assets moving seamlessly from one environment to another. Serving your customers across a continuous digital experience journey maximizes Customer Lifecycle Value and increases revenue potential If you invest in your customers they will invest in you with their time, information, brand loyalty, recommendations, and ongoing sales. Investment in customer experience means delivering a continuous connected digital experience that will increase a customer’s lifecycle value to you as a business. The CMO Council recently looked at how marketing executives quantify customer engagement success. More than a third of respondents said that revenue metrics, like Customer Lifecycle Value (CLV), revenues per customer, and overall revenue increases were the primary type of metric they used to measure consumer engagement. Mathematical models (Segmentation and Lifetime Value Models using SAS, Malthouse 2013) have shown that changes as small as a 5 percent increase in customer retention can bring increases as high as 80 percent or more in a CLV. In mathematical terms maximizing the Customer Life Cycle Value in a continuous connected digital engagement model can be expressed as: The more other departments invest and buy in to the overall direction, the greater the experience, the greater the customer’s investment. The benefits from committing to a combined, systematic approach to growing and measuring Customer Lifecycle Value across the enterprise include: Increased customer retention rates Increased customer satisfaction scores Increased revenue It has been proven that increases in Customer Lifecycle Value can drive revenue. By taking that a step further and managing on CLV to deliver outstanding customer experiences you can also drive sustainable growth across the enterprise To find out more, you can download the whitepaper “Drive More Revenue by Measuring and Managing Customer Lifecycle Value.”

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How Digital Disruption is Shaping Customer Experience – Webinar Invite

digital disruption

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

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Can You Afford Desktop Analytics and Agent Guidance?

desktop analytics

This is another in a series of blogs about desktop analytics, desktop guidance and automation. In the previous blogs about desktop analytics and agent guidance, we’’ve discussed numerous features that could lead to a strong business case for this kind of investment. As a call center professional for many years, it became an annual ritual for me to devise return-on-investment (ROI) studies for an abundant variety of contact center technology investments. Given the profound potential effect of a well-designed desktop analytics and guidance solution on a number of call center cost drivers, the business case for these products is remarkably strong. The non-invasive, open architecture of an intelligent desktop guidance solution will allow integrations without development costs and lengthy timelines. Before we discuss the potential financial and service-level benefits of agent guidance and desktop automation, it’’s worth a mention that the ability to measure desktop and workflow activity at granular level is, in itself, a significant analytical advantage. For example, the ability to identify which agents take the more time to complete various workflow steps would help supervisors target their coaching with outliers towards more cost-efficient behaviors, and to measure improvements on an agent-by-agent basis. Today’’s leading contact centers use agent guidance solutions to connect disjointed applications and reduce the number of required steps (and the amount of time required) to complete tasks. Handle time is reduced by eliminating duplicate data entry Suggesting talking points to agents at strategic junctures reduces customer misunderstandings and helps guide conversations to the best next action more quickly Transaction times and accuracy are improved by pushing just the right information to the right agents at the right times or via automatic navigation next correct screen, next correct selection on the current screen, new application or new URL Fewer keystrokes means fewer clerical errors  Process guidance improves compliance and helps agents through unfamiliar and complex procedures, which also reduces process errors Don’’t forget to factor this reduction in errors into your ROI for desktop automation. Errors often result in customer callbacks, losses, chargebacks, and for some companies, product-return and re-ship costs. In some cases, the most significant financial benefit of agent guidance and desktop automation might simply be better first-call resolution. Finally, in terms of cost-saving benefits, if your desktop analytics solution has the capability to send commands to a server, you could realize substantial savings by automating a variety of manual processes. Virtually anything that your agents are tracking via tick sheets and manual logs could probably be automated via triggered commands that pass data from the agent screens to a database. With a bit of creative programming, call center organizations could automate their call disposition process, post transaction information to databases or trigger the delivery of confirmation emails to their customers in real time. An integrated desktop analytics product means users can capture any value from agent screens and attach it to the current recording as a search parameter. In addition to cost savings, your ROI for desktop analytics could include using the solution to generate revenue, especially in a sales or upselling environment where better contextual scripting or quick access to product information could result in incremental sales. The ROI model for desktop analytics is strong enough that a simple AHT-savings proposal usually makes the case. We’’ve devised a number of ROI proposals for OpenText™ Qfiniti Optimize and have yet to encounter a customer that wouldn’’t break even within a year with the purchase of this solution and a moderate implementation effort. If you’’d like to learn more about desktop analytics, we’’d be glad to explore how this solution could radically improve your understanding and control over your cost and savings drivers. Learn more about Qfiniti.  

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Transforming Your Business Processes

business processes

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

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Using Synchronized Media Assets to Bridge Platform Silos

media assets

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

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Redefining The Customer Journey

customer journey

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

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Content Chaos Holding You Down? Cut the Ropes


Hot air balloons, with their bold colors and incredible designs, are beautiful even when tethered to the ground. But, their real glory isn’t realized until they launch — soaring unbound into the sky. Tethered, they are beautiful, but soaring they are magnificent. In a similar way, some organizations possess incredible potential, but remain tethered. What holds them down? Many are overwhelmed by content chaos. This occurs as growing volumes of information become scattered throughout their organization in shared drives, intranets, extranets, cloud repositories, or stored on desktops. Unintegrated, unsecured, and unindexed — their information becomes difficult to find and use. Sound familiar? If this scenario sounds familiar, you’re not alone. Many organizations today battle content chaos, as cited in these statistics: On average, 35–50 percent of the information available within an enterprise is not centrally stored or indexed. Today’s knowledge worker spends 1.8 hours a day, almost 20 percent of their work week, searching for documents. They cannot find what they are looking for 15 percent of the time. Not being able to find documents they know exist (82 percent) and version control (78 percent) are listed as the most frustrating document problems. Seventy-three percent admit half of their content probably has no business value, but they don’t know which half. As a result, 32 percent have a “keep everything” approach to deletion. One in five organizations are spending more than 25 percent of their IT budget adding and maintaining storage. The average is 16 percent. Clearly, these organizations are constrained and hindered by content that has grown scattered and unruly. The significant and growing costs related to content chaos are well documented — from productivity loss, increasing and expensive storage, to non-compliance penalties and more. The solution? Well-managed information not only reduces these costs, but also gives the organization a competitive edge. The Potential of Well-Managed Information Business leaders are realizing that the increasing supply and availability of information can (and must) be used for competitive advantage, value generation, and transformation. A recent study found that 95 percent of organizations correlate strong information management with business success. To unlock the value of information, however, it must exist in a state of control — centralized, organized, easy to find, the latest version, accessible to those who need it, and to no one else. Controlled information is easy to locate and use. It flows seamlessly across business processes and workflows, satisfying customers, completing transactions, driving revenue. It can be shared easily and securely. It can be harvested for customer, market, and operational insights. The time has come to control and leverage your information — and keep up with those who do. Get Started Cutting those Ropes. Enterprise Content Management (ECM) solutions bring structure and control to fast growing libraries of information. At the foundation of every ECM solution is a Document Management repository into which your valuable information is saved—ensuring it is managed, secured, and easily accessible. As a leading ECM solution for the Windows desktop, OpenText™ eDOCS boasts industry-leading user adoption levels by offering intuitive, easy-to-use methods for managing information. eDOCS has thousands of unique customers, millions of users worldwide, and is backed by an extensive support and partner network. It can be deployed on premises, in a private cloud, or hybrid. Visit our eDOCS microsite to learn more. Hear from customers who have taken charge of their content chaos, cut the ropes, and started maximizing their business potential.

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Does Your Testing Program Have the Flexibility to Meet Your Goals?

testing program

I think most of us would agree that flexibility and the ability to adapt are important, but we perhaps don’’t realize how much we rely on this. Take for example our eyes -– our pupils open and close to adapt to the amount of light in our environment, and we can see small differences of color in bright daylight, while still being able to make out shapes in low light. Even more impressively, our retinas manage the amount of brain power we need to see by communicating only the changing parts of our environment to the brain and when we move somewhere new, the retina dynamically adjusts. How the retina does this is known as Dynamic Predictive Coding. So what does this have to do with conversion rate optimization? For a CRO programme to be truly effective, it needs to have the same effortless flexibility that our eyes have. The seasons change, your business changes, your customers change, your competitors change – and your CRO activities need to adapt and like our eyes use resources efficiently to react only to those changes that matter. Here, I’’ll talk about ways that you can develop your own version of Dynamic Predictive CRO to keep your CRO program adapting quickly whenever it needs to. I’’ll start out by covering why you need a flexible toolbox that can quickly adapt to each situation. In later posts, I’’ll go into how you can prime your program to be flexible when it comes to technical implementation, resources, time planning and the ability to react immediately to important changes outside of your control. Flexibility to choose the right type of test Remember when you test that you are trying to solve a problem for your users, and you need to pick the right tool to fix that problem. Think of this like DIY. If you want to knock a nail into wood you reach for a hammer, but if you want to paint a room you’ll need paint, rollers and brushes. If you want to test two different concepts for a landing page then reach for an A/B test, but if you want to understand how positioning of multiple elements on your high-traffic product page affects sales, plump for a multivariate test. If your problem is users that don’’t understand how your product solves their problems, try segmenting and serving personalized content. If you don’’t know what your problem is in the first place, turn to your analysts and analytics or set up some user testing. You will almost certainly have lots of different problems to solve, and these will keep changing as your site and your customer base evolve, so it stands to reason you will need to have a toolbox with multiple tools. Trying to answer every question with a two variation A/B test is like trying to paint a wall with hammer! In summary, take a look in your toolbox and make sure you have access to variety of tools, for example self-service and complex A/B testing, multivariate testing, personalization via audiences, customizable analytics and user research capabilities. When planning a campaign or test, start with the problem and then choose your tool rather than the other way around.

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Want to Trade Your Cube for the Corner Office? Find out How!

conversion rate optimization

Are you an insurance Conversion Rate Optimization (CRO) expert looking to make your mark, but you feel like you’re slaving away with little sustained success? Or are you meeting stiff resistance before you can even express or implement your ideas? You’re not alone. OpenText™ Optimost has created a practical conversion rate optimization “how-to” guide just for you called, “Trade up: from cube to corner office”. Learn how you can make an impact, feel recognized, and climb up your organization. You can sign up to receive the complete guide now. Why should you sign up for the full guide? Get step-by-step guidance to overcome roadblocks Change your organization’s culture through better planning, prioritization, and more Find out how to get your executives to listen, love, and lavish resources on you and your team. Is this yet another guide to optimization?  No – this guide is NOT about how to run a test or interpret its results. It’s about how to make better decisions about where to test, what to test, and get the most resources, skills, buy-in, and attention for your CRO program. Trade up by reading our guide today.

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