Information Management

On the Journey to the Cloud, Choice Matters!


Whether your organization is a 25-person biotech startup or a billion-dollar global pharmaceutical company, you face the same critical challenges that impact your business every day: reducing risk, speeding time to market and ensuring compliance. For smaller organizations, it’s a challenge because IT systems designed to help in these areas have traditionally been out of reach – either due to high investment costs, resource requirements or a combination of both. Unfortunately, the lack of content management systems to support these critical processes can lead to insufficient control of documentation and time-consuming, manual processes that result in errors, delays and increased risk of non-compliance. For larger organizations, it’s still a challenge but for different reasons. Many companies have customized content management systems in place. While custom-tailored solutions certainly met the organization’s needs at one time, they usually hinder the kind of agility that companies need today. Alternatively, some organizations have a mix-and-match infrastructure of departmental solutions – once best of breed, but now outdated. The ability to harmonize and share data across these systems to unify key business processes and drive efficiency is a very tall order. Yet others maintain multiple and often duplicate systems resulting from mergers and acquisitions. Regardless of what the infrastructure footprint looks like, the cost to maintain these systems often takes a big bite out of limited IT budgets. At the intersection where some companies need to get up and running quickly, with minimal IT resources at a lower cost while others need to improve agility, and reduce maintenance costs while (often) preserving existing investments, we have cloud technology. Typically, the word “cloud” brings up all sorts of different definitions.  And that’s okay. Cloud technology is not a “one size fits all” paradigm. At least it shouldn’t be. Today, Life Sciences companies of all sizes are looking to maximize their resources and budgets in a way that enables innovation, seamless business processes and quick responses to changing business needs. At the same time, they need to meet their security, privacy and control requirements at an affordable price. Because of this, different companies will have different needs. The priorities for a smaller company may be to leverage a hosted solution reflecting industry best practices to get up and running quickly, with minimal IT overhead and an all-in-one subscription-based price. A larger organization may prefer to leverage both public and private cloud solutions in various parts of the business. Others may prefer a managed service to help offload management of their existing on-premise systems yet preserve their current investments. The main point is that each company has its own unique IT landscape in place, and each company is unique in its resource availability, risk tolerance and overall objectives. This is why the Documentum for Life Sciences solution suite gives you choices. Need a hosted cloud solution that your partners can access from almost anywhere? We’ve got that. Need external accessibility in the sales and marketing area but prefer to keep your R&D information in a private cloud? We’ve got that. Trust your Documentum system, but want someone else to deal with the upgrades, patches and migrations? Done! Today’s environment calls for choice. Choice is what will allow organizations to successfully make the journey from where they are today to where they want to be tomorrow in the most efficient, simplest and cost-effective way. The right choice for one won’t be the right choice for all. Whether your organization is looking for its first content management solution to get that first submission out the door, to position your company for expansion and growth, or to deliver next-generation solutions while preserving (or even streamlining) your current content management footprint, we’ve got you covered. And we’re here to help.

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How Mobile Phones are Eliminating the Need for Scanners

Mobile Capture

Has this happened to you? My son forgets a workbook at school and we have to find a classmate to get the exercises for homework. The other parent (or child) quickly snaps a full-page photo of the pages and sends it in a text message. Before this would have been a tedious process of going to the scanner, scanning and copying the image, maybe resizing and  cropping, then emailing it over. How are mobile devices becoming the new scanners? Mostly because the camera quality and sensor resolution is high enough to provide legible full page photos of documents. High-end smartphones now have 16 Mega-pixel cameras that can rival the resolution of scanners. The other factor is that the camera on the phone is fully connected to the Internet. This reduces the number of steps required to transfer an image in real time. Of course there are many more practical applications in addition to helping with homework assignments. A few use cases: Banks are all racing to lower costs. Banks also still require a fair number of documents to open accounts and process new loans. Typically these documents have been scanned or copied in branches, however with mobile phones customers can now take photos on their camera and upload them through their banking applications. The Captiva Mobile SDK allows customers to take high quality photos that are optimized for mobile networks, while the powerful Captiva classification and extraction engine can automatically identify documents and extract data from individual fields. This innovative approach results in increased customer satisfaction and reduces the cost of financial products. Within the Insurance industry, many documents are required to initiate a policy. In addition, when a claim is made, there can be many images and videos that are part of the electronic claim folder. Within the legal industry, which include Investigations and court case management: electronic evidence is frequently being recorded on mobile phones. These devices can be optimised with the Captiva mobile SDK to take legally admissible photos and again, can easily eliminate the need for scanners. Again, mobile phones combined with sophisticated software solutions can create electronic documents that are as good as, or better than, typical scanned documents. Whether simplifying the process of sharing homework assignments or enabling organizations to easily capture and process documents without the use of scanners – it is now harder to say: “The dog ate my homework”.

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Embrace the Digital Economy with Open Arms

digital economy

Have we all become so impatient? In a world where increasing information and services are available at your fingertips or, in some cases, at the command of your voice, it’s no wonder that we have come to expect all of our interactions and transactions to be simple and instantaneous, or nearly so. The problem is, even with the many disruptors challenging old business models, more established businesses and industries have a lot to overcome to make their services as real-time responsive as we now expect. What are some of the issues holding back your customers from fully embracing the digital economy? This is where an open platform helps. An open platform is one where interoperability and integration are primary goals. In short, APIs and open standards, like exportable ODBC or XML, are published so that others can easily build on top of or extend the platform. ECD is dedicated to supporting open platforms. For Captiva, this means partners and resellers can build solutions on top of the document capture platform that are specific to an industry or business challenge. By developing an open capture platform, Captiva provides organizations with the technology to support their digital transformation. For one major mortgage provider, this was a game-changer. On average, the processing time for new mortgages was more than two hours per application packet. In addition, they were unable to quickly prioritize a loan with an impending deadline without making the process even longer for the other loans. Who can afford to wait? A loan packet can contain more than 250 separate documents with processing time requiring  at least two hours. When the lender is experiencing high volumes, time becomes a greater factor. By implementing Captiva, this mortgage provider was able to more easily manage all of the incoming documents for each loan and easily put high-priority loans at the front of the line. A partner solution was recently integrated into the workflow to handle the mortgage specific forms and further automate processing. The results  The mortgage company was able to reduce the time to process a loan to 20 minutes, with extremely high accuracy and very little disruption to the company’s existing workflow. The organization  is now able to keep pace with the evolving expectations of its customers, responding in minutes instead of hours to the most complex loan applications. What are some of the potential solutions you can envision to extend the capabilities of Captiva? Speed and customer satisfaction are key technology drivers but equally important is the need to provide quality data and capture information from any device. We are doing more things on our mobile phones than ever before. In fact, one of the world’s largest financial services organizations and 401K providers was able to implement Captiva with extensions to, among other things, provide mobile capture services and apps to its offerings. Now this organization can be where its customers are – right where we expect them to be. Again, Captiva’s open platform fulfills the vision by providing the capture extensions to enhance customer experience, as in the case of mobile. In addition, Captiva delivers the quality of data that organizations need to drive their business systems in real time.

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Omnichannel Communications for Your Digital-Savvy Millennials


By the year 2025, millennials, or “digital natives,” will make up 75% of the workforce. This adds a greater sense of urgency to an organization’s ability to successfully deliver digital communications. Though I’m not a millennial, I live with a few of them and I notice our differences. At first I didn’t buy the idea that this generation is that much different than their predecessors. But as I pay attention to the way my 18-year-old son interacts with his friends, how he makes decisions about brands and how he recently responded to his insurance company’s email about repairing his car after a fender bender, I begin to see the light. While he rarely talks on the phone or uses email, he sends around 10,000 texts a month, and reads online product reviews. His behavior is solidly mobile first. For a look at millennial trends and characteristics, check out this infographic. There are now more millennials than baby boomers and they have more than a trillion dollars in purchasing power! As the digital transformation takes hold, companies that recognize this trend will adapt their customer communications to appeal to this highly digital and technologically advanced group. If your company has or is moving to digital, that’s a good plan. But reconsider your path if you hear your colleagues and leadership saying things like: We’re too busy or We don’t have budget to make any changes right now Oh, millennials don’t have any money, they’re teenagers. We already send PDFs, isn’t that enough? Millennials want much more than PDFs. They want access to their brands 24/7. They have the highest adoption and usage of mobile devices of any generation and they navigate seamlessly between devices and channels, which means they expect consistent content experiences and branding across those channels. Millennials use social media like no other generation before. They like, follow, tweet, and share on all channels—actions that can make or break a brand. They engage with brands more deeply through social networks, with 52% saying they, at least occasionally, use their mobile devices on social media to indicate that they like a brand, compared with 33% of baby boomers. Also, 39% post product reviews, 35% share links about products on LinkedIn, and 32% say they follow brands on Twitter. In each case, the percentage of millennials who reported these activities exceeded that of boomers by 150% to 250%. Millennials identify with brands more personally and emotionally than older generations. Fifty percent of U.S. millennials ages 18 to 24 and 38% of those ages 25 to 34 agree that brands “say something about who I am, my values, and where I fit in.” Keeping the message relevant To sustain millennial loyalty, companies need a strong digital presence to engage this audience as individuals with omni-channel communication preferences.. That means providing anytime, anywhere access (millennials hate delays), rewarded with targeted promotions and offers. Companies should strive for messages that speak authentically to the attitudes, beliefs, preferences, and personalities of their audience because this group moves away from seeing brands as “badges” or status symbols and instead thinks of brands as “mirrors” that reflect their values and beliefs. View the infographic “Are you prepared to engage the digital natives?”    

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Close Collaboration: An Essential Ingredient in Life Sciences


I think most of us would agree that it’s great to be part of a team that collaborates and genuinely gets along. But collaboration is not only good for morale; it is good for business. Research by McKinsey indicates that companies with better collaboration capabilities achieve superior financial performance. But the truth is that making collaboration across functions a reality is a challenge. From a Life Sciences perspective, how do companies share information, ensure accuracy, work with regulators and expedite handoffs—that is, collaborate—to achieve the ultimate goal of getting a drug to market efficiently? This complex process involves so many people, in so many areas of the business and with so many partners—how can collaboration be facilitated and sustained? One angle to consider is the role that content plays in driving collaboration. After all, content is associated with the drug starting at discovery and stays with it throughout its lifecycle. This goal, enabling collaboration on content, is at the very heart of the Documentum for Life Sciences solution suite. Let’s take a look at how this collaboration happens by taking a simple, high-level, but illustrative “day in the life” view of the end-to-end process to see who does what and how. Maybe you’ll walk away with a new perspective and some ideas on how collaboration can help drive efficiency and streamline content development across your organization. “Day One” — Clinical With every new discovery comes documentation (i.e. content.) From inception, life sciences companies are documenting their discoveries and filing investigative new drug (IND) applications for permission to conduct clinical trials. During clinical trials, there are strict requirements for many types of documentation—from the curriculum vitae of the doctors involved to the trial protocol and informed consent form, to name just a few. Literally hundreds of documents are involved, many contained in the Trial Master File. The beauty of Documentum Electronic Trial Master File (Documentum eTMF) is the ability to help sponsors and Investigators share and collaborate on critical clinical content. Using the investigator portal in the eTMF solution, these documents when submitted are automatically posted in the right place within the TMF for fast and easy access. Leveraging standard reference models, Documentum eTMF facilitates collaboration and management with accurate, consistent and complete documentation. Equally important, Documentum eTMF makes it easy to collect, share and provide access to trial documentation between sponsors, clinical research organizations (CROs) and sites. By integrating compliance and security models and enabling controlled access, it facilitates safe information sharing across the extended enterprise and ensures that people see only what’s relevant to them. Additionally, the ability to collaborate electronically reduces the time required for the review, update and finalization of content. “Day 2” — Research and Development Now let’s move to the research and development (R&D) phase. I should note that typically, a number of cross-over documents contained in the Trial Master File must also be available to Regulatory staff compiling the submission. In short, Documentum for Life Sciences solutions enable seamless sharing of these documents from one functional area to the other—a single source of the truth, eliminating version control and traceability issues. It’s within R&D where collaboration is perhaps most critical: using collaborative authoring to expedite the review and approval process. Documentum Research and Development (Documentum R&D) encompasses workflow-driven collaborative authoring tools for simultaneous editing. Multiple contributors can edit and annotate a document simultaneously—and the system automatically merges the changes. The primary author has access to a single copy of a document with all participants’ input, and then can review, accept or reject edits as appropriate. Further, the solution enables seamless information sharing and bidirectional communications between the sponsor’s headquarters and local affiliates. With a single authoritative source, sponsors have confidence in the accuracy of the data submitted to health authorities. Affiliates, in turn, have access to approved information, with the flexibility to adapt content to meet local requirements as needed. “Day 3” — Quality and Manufacturing Finally, once the application is approved, all documentation must be shared with quality and manufacturing, where a new set of compliance requirements come into play. Many types of documents originate in the R&D realm, but must be transferred to commercial production as scale-up and knowledge transfer activities are initiated. Documentum Quality and Manufacturing (Documentum Q&M) enables that seamless transfer of content and provides traceability between the original content and new, GMP as well as GxP – compliant quality documentation. Furthermore, proactive notifications between both Regulatory and Quality stakeholders ensure that any change to a quality /manufacturing document can be quickly assessed for the potential regulatory impact. Finally, Documentum Q&M supports “to be read and understood” tracking and reporting for instances where documents such as a batch record or manufacturing SOP require pre-processing/training before execution, and automatic distribution of key documents such as standard operating procedures to team members as required further ensuring communication and collaboration. I hope this “day-in-a-life” glimpse has provided some insight into how a focus on content can be an enabler to help drive collaboration and communication and boost efficiency in key business processes. Hundreds of documents, countless people working together across multiple boundaries over thousands of days: that’s why content collaboration as well as integrated communication is an essential element of the drug development lifecycle. By breaking down functional silos, enabling content collaboration between key stakeholders, and fostering clear and ongoing communication between them, productivity and performance can be improved.

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Accelerate Your Customer Communications Strategy at Enterprise World

Enterprise World

Join us in Nashville this July at Enterprise World 2016 to learn, and share, the latest in Customer Communications and how to turn your regular customer communications into a powerful marketing asset. 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 of your business systems, while providing up-to-the-minute critical information to your customers, partners, vendors and personnel. You can find out more at the upcoming OpenText Enterprise World conference in Nashville the week of July 11th. The focus for Enterprise World 2016 is to provide more informative and detailed technical sessions alongside customer case studies, making it our most informative user conference to date. For example, the OpenText Communications Center specific sessions on offer in Nashville include: Fast tracking sales from Contract to Digital Signature Developing state of the art Dynamic Templates for Customer Communications Data Gathering Strategies for Customer Communications Management Integrating Customer Communications with Content Server What’s new and what’s upcoming for the OpenText Customer Communications offerings And that’s just a small selection of over 20 sessions around Experience Suite and 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 Customer Communications world. 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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Playing With Fire to Avoid Getting Burned


It takes seconds for a fire to spread. In the financial sector, the match is already lit. FinTech, or technology that is impacting the financial services industry, is rapidly disrupting banking incumbents and lender companies that have been in business for decades. Goldman Sachs estimates that 7% of banks’ annual profit could be consumed within 5 years from fintech startups and non-banks (Source: O’Reilly). While conventional wisdom advises that playing with fire gets one burned, the opposite is true for financial firms – companies that are unable to leverage technical innovations are the ones left with business ashes. Over $64 billion is already getting invested in FinTech, according to VentureSource in the Wall Street Journal, so it’s likely you’re already behind in backing new technical ideas. Whether you’re in the financial services industry or not, however, there are a few steps you can take to fend off competition and move closer to the age of the consumer. My thoughts are clearly biased toward our Enterprise Content Division perspective, that content management is essential to your digital transformation. This is intentional. As IDC points out, “what’s often overlooked is the role that enterprise content management and collaboration systems play in bringing the digital platform together.” Here are three ways to find your own fintech initiatives: 1 – Find Operational Efficiencies Which parts of your business are most expensive to run, and can content management innovations create costs efficiencies in those areas? We have seen a trend among banks in developing more cost-effective banking branches, for example, that use self-serve kiosks and touch-screen processes to lower overhead. One approach is to consider if content capture at your front end can avoid a lengthy, human-intensive process at the back end. Perhaps passport identification, proof of address mail, or other requirement documentation for loans or mortgages can be captured at mobile or lightweight branch points. This eliminates the need to collect documents, store them physically, and pay for space to retain them. After content is captured, archiving solutions can ensure proper compliance procedures are followed. 2 – Discover Insights Once you consolidate content into a unified platform or solution that allows access to legacy data and current data, you open up new possibilities for discovering competitive advantage. Bank strategists at headquarters can readily review content from global locations. Why is one location completing high-value loans much faster than another? Can your actuaries find patterns or data that impact your pricing or offerings? Migrating your content to a single repository can help eliminate legacy applications that are costly to maintain and manage. Yet more strategically, the unified content is easier to access by approved reviewers and the brightest minds in your company, to glean key insights. 3 – Delight Customers As you may have read from our mobility practice colleagues, all it takes is removing one painful experience for customers to fall in love again. What extra efforts do your customers go through just to interact with your bank? Consider developing one single-function application tied to your Documentation implementation. Maybe it’s insurance claim data collection in the field, allowing for iPhone photo sends and video from your customers. Or perhaps it’s telling your high-wealth traveling customers where the closest ATMs are located for them at that moment, via text. With one click, perhaps they preorder cash there and swing by briefly just to insert a card. Collaboration to Drive Innovation This same trend in identifying customer delight opportunities is driving technology accelerators (structured financing and piloting initiatives to support innovations) in fintech. The Bank of England, for example, is encouraging FinTech firms to come forward with their ideas and do a proof of concept with the Bank. Initially, this serves as a FinTech accelerator to harness innovation for central banking. If successful, these firms have the all-important first client reference as a base. Over time, they can build a network of solutions that cover some of the major areas in banking. In the bigger picture, this approach is very important from a collaboration perspective, as it shows the confidence and thinking from major institutions — FinTech is the future, and thus a “fintech-first methodology” has to be adopted. Content management may not solve all of the necessary digital financial services equations today, better outcomes do occur if you define customer journeys and map what content can simplify or expedite these journeys. Technical innovations, from content capture, archiving, accessing and more, can help you compete in the emerging fintech-heavy environment and extinguish competing start-up flames. The only part of your business that will be on fire is revenues, as customers delight in working with you, and top talent can’t wait to work for you.

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The Cloud: Bigger and Better at Enterprise World

Cloud Enterprise_World

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

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Enterprise World 2016: How to Succeed with ECM


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

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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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Waving the Checkered Flag for Your Compliance Race – Leader in the Magic Quadrant for Structured Data Archiving and Application Retirement


Drivers on NASCAR super speedways race at breakneck speeds, especially once tracks are repaved and tires are precisely selected. The record speed is supposedly a whopping 212 miles per hour (341 km/hr), by Bill Elliott in 1987, up from about 80 miles per hour (128 km/hr) average speeds when races started in 1949 (Source: At ECD, we are setting our own record this year for an enterprise content management (ECM) solution, making a quick entry into Gartner’s Magic Quadrant. Our InfoArchive solution, initiated in 2014, has already moved into the Leader’s Quadrant in Gartner’s 2016 Magic Quadrant for Structured Data Archiving and Application Retirement. For any company trying to win their own competitive race in industries like Healthcare and Financial Services, this Gartner placement makes it easy to hit the gas on your technology selection and ability to innovate. We have seen that companies must quickly leave behind expensive legacy applications, yet still drive ahead with the data and content from those systems. And, globally dispersed teams and compliance leads must easily access that content to uncover innovative market advantages and mitigate risk. For customers with requirements to store large volumes of both structured and unstructured content, there is much to learn from InfoArchive’s rapid market acceleration. It has everything to do with our vision and execution, both of which were rigorously assessed and measured by Gartner for our advancement to the Leadership Quadrant. From a vision perspective, it was our close engagement with customers over 8 years ago through our Consulting Services that initiated productizing of InfoArchive just two years ago. Real-life services use cases drove our product philosophy, which never wavered: the solution must be lightweight, open, handle structured and unstructured data, deliver best-in-class compliance support, and continually hone user interfaces. For those of you with a diversity of applications, we know you will appreciate this dedication to non-proprietary systems. Rather than limit you to only SharePoint, Oracle or other distinct application migrations, InfoArchive’s commitment to an open approach allows partners and us to manage more content from more systems. Decommissioning apps is no longer driven by whether your data is in applications in structured or unstructured formats — both can be ingested, migrated, stored, and accessed. But it’s not just our vision that has led to our Gartner Leadership Quadrant placement and our rapid traction with customers. Execution has been equally important. First, part of our “pit crew” for InfoArchive’s design is our customer base, particularly those in our beta program. Their feedback on user personas, for example, prompted us to include both Configuration Manager and Knowledge Worker options for role-based access. It turns out that many organizations have personnel who need to research and derive value from data insights provided by greater contextual understanding provided by the consolidation of structured and unstructured data, and exporting key information. Customer satisfaction also weighed into the report’s conclusions. Thank you to those who participated! Second, we increased our own “lap speed” by accelerating the cadence of our feature release schedule. We now deliver InfoArchive improvements on a quarterly basis, to the delight of both existing customers and those prospects awaiting a particular product capability. Our aforementioned open platform also speeds development. Most recently, we announced InfoArchive 4.0 Extreme Archiving at Momentum. Thank you to our R&D teams! It is this combination of vision and execution that has led to our pole position in the latest Gartner report. Most importantly, our winning feature sets and solution improvements enable customers to make a strong finish on their migration plans and compliance requirements. Are you an InfoArchive customer (or a racing fan?!). Share your thoughts below. (1): This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Catching a Breath, and Prepping for Energy’s Future


I was driving into the office and swerving to avoid potholes and large cracks on a popular highway here in California. “Why can’t they fix this road,” I thought, and this in fact led me to think about our own customers’ dilemma. For as long as I can remember, oil companies and energy providers have been absorbed with large capital projects as they keep the world’s lights on and industries humming. How could they possibly stop to fix and improve archaic systems while running hydroelectric plants and LNG facilities? Just as our road transportation authorities can’t shut down a major thoroughfare during commuter hours to fix it, our customers can’t fully stop to build new plants while keeping existing ones running. That said, with oil prices still low relative to historical highs, the pace of capital projects in the energy industry has slowed down enough for companies to take stock of their situation and make strategic moves. We discussed the possibility for these changes to happen when oil was less than $50 a barrel last July, and now the waters have parted, presenting an opportunity to act. What we don’t know is how long the situation will last, and how quickly the window to do something impactful will remain open. If oil prices stay low another year, it will be a cumulative two years of this capital-light climate. That’s far too long for any energy company to sit still. Finally, with less massive capital projects stacked out for the next five years, there is a moment’s breath for energy leaders to find margin salvation and build up competitive advantage. Priorities can finally shift to running the business better (efficiencies) and rolling out leapfrog improvements (technological innovations). Sure enough, we are seeing related content management projects starting up in the energy sector. They represent smart use cases that will solve immediate needs while prepping for a future rebound. As a sampling of efforts our customers are undertaking: Changing paper-based plants to digitized content, and content management systems. This digitization will have the side effect benefits of maximizing asset lifespan and avoiding regulatory fines. It also helps companies capture specialized knowledge before crew shifts complete or HR restructuring kicks in. Shortening and digitizing workflows, to expedite regulatory administrative tasks. The same agility can eventually help enter new markets and leverage economies of scale across facilities and partners. Switching out piecemeal technical solutions with comprehensive platforms that digitize capture, archive, storage – everything. This readies the organization to work easily with more partners, as well as lower the costs of new acquisition integration (M&A may happen more often in these types of markets). If your organization has a rare moment to invest and improve your business for the long-term, there are several things you can do from a content management perspective: 1 – Identify Your Digital Transformation Strategy Where is the most pain in your organization, and where is the most value? Pain points might include a retiring crew change or a complicated process leading to a major milestone. Value areas might include collaboration among dozens of disparate partners and employees on high value documents, or the ability to spin up new plants on the same IT infrastructure. 2 – Assess Your Current Information Management Maturity Where is your organization today based on industry benchmarks and content management best practices? Do you still have file folders in the basement? Perhaps you have already captured content, but you have not yet rolled it out to mobile field workers. It could be you are early stage and need to put the fundamentals in place, or you are late stage and ready to integrate mobility and drones. 3 – Design Your Content Management Strategy to Achieve Operational Excellence Are your changes driving on-going improvements? Develop KPIs as you invest and implement technical improvements, to find operational efficiencies that might give you an edge. Measure how long and how many people it took for your last round of regulatory filing. Can you expedite it this time, with new capabilities for simultaneous editing and mobile-enabled approval cycles? Don’t be discouraged if your first few steps involve basic catch-up when it comes to content management infrastructure. With so many capital projects absorbing so much of your resources up to now, it sometimes happens that essential improvements get overlooked. At the same time, don’t assume you have much time to act on strategic improvements. Just like your environment has changed, so has that of your competitors, and whoever institutes the new changes first might win. Has your company made any improvements to operational efficiencies since oil prices dropped? Share your thoughts below.

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Corporate Wellness: Perk or Privacy Issue?

corporate wellness

The competition for talent today is fierce and this is particularly true for knowledge-driven enterprises, where the majority of an organization’s assets are its people. For years, HR departments and talent development-consultancies have been implementing tailored programmes in an attempt to keep employees happy and healthy, and thus, more engaged in their roles and efficient in their tasks. There have been numerous reports on how big names like Google and Amazon treat their employees with benefits packages that may include gym certificates, spa and food vouchers. These types of packages may be offered as part of the basic employment contract, or as additional perks for high performers. Corporate management teams are investing in these programmes, whilst HR departments are reporting a decrease in absenteeism and attrition. But the stumbling block, until now, has proven to be the execution of the wellness and wellbeing policies in a meaningful way that provide a positive experience for employees. In fact, Harvard Business Review recently collected some thoughts on the execution of wellness programmes and how they can actually backfire. The fitness wearable market is overcrowded, and even successful manufacturers like Fitbit or Jawbone struggle with long term adoption and usage: how ready are they to approach the enterprise market, with corporate wellness initiatives? Focusing on the last mile of any wellness programme is crucial because extensive communication of personal data needs to be exchanged between employees and their employers. More and more companies now require employee data, before they can receive any perks or benefits. One example of this is employee healthcare providers, such as VitalityHealth, that reward employees for being healthy. Whether it is quitting smoking or adding a daily run to their routine, data needs to be shared to support corresponding personal health data indicators, such as heartbeat, blood oxygen saturation and blood pressure. With the consumerisation of wearable body sensors and emergence of fitness trackers, the last mile issue for any wellness programme is data privacy. And whilst most consumers are not concerned who they are sharing their data with in personal life, they may not feel comfortable about sharing it with employers or insurance companies. So what would be a good recipe to improve the status quo? Don’t go for a proprietary ecosystem with locked-in devices, applications and HR portals. Allow your employees to use their own wearable devices. This would not only increase wellness programme adoption rates, but would also decrease the organisation’s investment costs. Just make sure the devices and applications are compliant with standard platforms like Apple HealthKit and Android Wear SDK. Choose a friendly mobile app that doesn’t expose personal data, ideally one which has its own clinically valid intelligence to provide some personalised wellness advice. This would eliminate further need of interpreting data by HR reps to decide who really has a healthier lifestyle. Remember, the success of any corporate programme is a fair competition, not a comparison between marathon runners and a good interpreting engine would avoid such comparisons. Collect aggregated data from employee devices, and execute rules. You may want to handle a manual email to employees, or use an out-of-the-box customer communication system, depending on scale and complexity of rules, number of employees, preferred media etc. And finally, integrate results into your benefits/HR systems. It sounds like a sophisticated project, and indeed, it is. But by following this approach, you will establish a two-way conversation and a quantifiable view of your personnel’s performance as much, and as gradually, as you wish. In the next few months, I will share more details on how a personalised health index is created and which UX techniques can improve the adoption rate for wearable devices. Where do you see challenges with corporate wellness programmes? Is it viewed as a perk, a privacy issue, or something else altogether?

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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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Regulatory Information Management – Where are you on the Journey?

Regulatory Information Management

Life Sciences companies are under pressure to reduce the costs of regulatory operations and speed up health agency approval to accelerate time to market. However, this is no easy task! Each organization is in a unique place on the Regulatory Information Management (RIM) continuum – some need to put a foundational content management system in place, others are trying to unify processes with affiliates or shrink their dependency on spreadsheets and yet, others are trying to rationalize myriad and duplicative systems to streamline processes and drive down costs. Fortunately, I have a bevy of regulatory experts ready to share their knowledge and experience to help you meet your RIM goals regardless of where your company falls on the continuum. Regulatory Information Management is Complex! First, the regulatory landscape is complex and always changing so just keeping up with regulatory requirements across global markets is challenging. Second, organizations are often in varying degrees of maturity when it comes to regulatory processes. Some organizations do not have a content management system in place to help manage all their controlled documentation including how documents are created, reviewed, approved, trained on, distributed for use, revised and retired. On the other end of the spectrum, some companies manage multiple content management systems and are striving to rationalize them in a way that streamlines operations and reduces costs yet ensures information accessibility and compliance. For most companies, regulatory processes span a myriad of disjointed systems and processes. Operational complexity reigns and accessibility and usability are problematic. Due to these challenges, regulatory organizations struggle to efficiently submit to regulatory agencies. They struggle to know which of their products are registered in specific markets. Sponsors often lack visibility into the exact contents of submissions within each country or region. And keeping track of agency interactions brings yet another collection of systems and applications into the mix. Changes clearly need to happen to achieve the goal of accelerating time to market when it comes to RIM.  Life Sciences organizations must improve efficiency and productivity, as well as, data quality, accuracy and compliance. Where Do I Start? If your company is one that doesn’t currently have a content management system in place, let’s look at two fundamental capabilities outlined by Gens and Associates in their Drug Information Association (DIA) presentation, “Measuring and Achieving World Class RIM”, that companies must do very efficiently when pursuing an effective (and world class) RIM strategy. R&D Document Management: Organizations must have a streamlined process for the creation, review and management of submission documentation. By leveraging industry-standard dictionaries, taxonomies and object models combined with a template-based authoring process and collaborative review process, the speed, accuracy and completeness of submission-ready documentation can be improved. Documentum Research and Development  helps ensure the efficient creation of accurate and complete submission documentation. Health Authority Interactions (Q&A, correspondence): On-going communications with Health Authorities continue throughout the drug lifecycle. Organizations need easy access to regulatory submissions and the associated regulatory correspondence to enable a complete view of regulatory activity. Submission Store and View simplifies the search and retrieval of archived submissions and their associated correspondence, while improving security and compliance. The solution links regulatory correspondence and communications to submission files, enabling a full view of regulatory activity within a scalable, secure Documentum repository. If your organization falls into the second camp where you are trying to rationalize multiple and often duplicative systems, let’s look at another key consideration – the need for a single source of truth for regulated content. While most Life Sciences organizations operate in silos; content follows the lifecycle of the drug. Therefore, having a single authoritative source across all functional areas breaks down information silos and enables documents in one domain to be used by key stakeholders in another. This approach minimizes discrepancies and uncontrolled copies, ensuring that information is accurate, timely and accessible. Organizations can respond faster to product changes, compliance concerns or health authority requests. How Can I Ensure Success? Regardless of where you are in terms of your Regulatory Information Management initiatives, there is certainly lots to figure out. RIM is not easy but it’s essential to driving more efficient regulatory processes and accelerating time to market. Where does your company fall on the RIM continuum? What challenges are your experiencing that we can help you with? Do you have some best practices to share based on your own success? Read more on Life Sciences and how we are helping here.

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When Lightning Strikes Your Enterprise


Lightning strikes nearly 300 days a year, or 80% of the time, in Lake Maracaibo, Venezuela, which NASA has declared the lightning capital of the world (Source: NY Times). In today’s enterprise, what sparks that same level of energy? Your content. Whether structured or unstructured content, chances are your enterprise workers depend on interacting with your content, together with colleagues and business partners. Collaboration lights up your workflows when it comes to jointly-developed documents like FDA new drug applications, nuclear power plant drawings, or regulatory compliance documentation. Customers at Momentum discussed three different types of content collaboration needs, many of which tie back to mobile solutions. Here is how to characterize these varied dimensions of content collaboration: 1 – Bringing Offline Field Data into Your Enterprise If there’s ever a place that needs collaboration, it’s at that intersection between content you capture offline, and all that’s living within your systems. Customers need to head out to oil pipelines, patient clinics, and crime scenes. Today, much of that field work is still done on paper. Files are pulled before a site visit, and perhaps print-outs are made from Documentum. When physical material comes back into the office, someone still has to scan it back in, retype the info, and make sense of the drawn or written mark-ups. There is no collaboration, and no sharing, because it is all physical paper up to this point. Let’s not even mention what happens when a field worker forgets the paperwork in a truck, or worse, leaves a key piece of paper at a remote site. In these scenarios, our ECD Mobile Practice evaluates whether better devices in the hands of field workers can expedite content ingest. Whether Surface tablets or ruggedized devices, allowing offline data capture by field workers can be a good starting point for bringing more content into your workstream. This can include Captiva, Documentum and our new LEAP content apps, and we can also custom-build device apps quickly to support these use cases. We already know from our existing Oil & Gas customers who walk their sites that adding photos and video content to equipment records can help improve maintenance crew utilization. Crews are better able to identify the correct valve in need of repair, for example. Viewing photos helps them better pinpoint corrosion levels ahead of a malfunction. 2 – Capturing Real-Time Data to Expedite Delight Customers are also very interested in capturing real-time content live in the field. Without talking to an insurance agent, can they enable their end customers to take accident site photos and inject that content directly into a claims processing workflow? Most importantly, these customers are realizing how mobile solutions can expedite key business processes. If end customers can share video of their car damage within the company app’s and attach it to the case, the auto claim process can be kicked off – without any action by company personnel. Especially in the insurance and finance sectors, this ability to support real-time, semi-automated content collaboration can expedite workflow, while delighting end customers at the same time. In these scenarios, it’s helpful to understand the most painful or highest ROI use case before embarking on a technical solution. Our Mobile Practice team often hones in on the business requirements in just a few discussions, and then can act on appropriate solutions quickly. For those companies with developer teams, LEAP provides tools, communities and shared apps to trial and build quickly internally as well, such as single purpose claims capture app. 3 – Extreme Collaboration The third type of collaboration is what we call “extreme collaboration”. More than a dozen people may need to work on the same document, at the same time. Drug researchers in Zurich, for example, and clinicians in Boston, or regulatory specialists and compliance specialists, all working on an FDA new drug application. Data may be pulled in from other systems. Any time you have work going on with complicated documents requiring multiple authors, whether serial or parallel process, it can be complicated to integrate all the content pieces together. Collaboration adds approvals, checks, and time to the process. We have newly introduced Concert as part of the LEAP set of applications to address exactly this scenario. This cloud based application integrates with existing Documentum capabilities and other repositories, but makes it possible to simultaneously work on complex content, complete with tracking and version control. A medical writer can see the edits of the compliance specialist in real-time as both edit, allowing both to work productively in their appropriate sections simultaneously. Since it is cloud-based, the solution allows a customer to consume and only pay as the functionality is used. Even non-Documentum users can take advantage of multi-authored content types using Concert. My overall recommendation to customers interested in these different types of collaboration is to always begin with your definition of requirements. Ideally, a fully supported software product is a perfect fit, but in other cases, you may want to mix technologies to customize for competitive advantage or to address a distinct pain point. Our Mobile Practice has the ability to rapidly assess requirements and prototype your ideas. This does not even require a mobile app as the outcome – you may want a web application, for example. But our close connection with R&D helps us move quickly on your needs. And the many facets of LEAP support you with tools and frameworks if you want to try things on your own.

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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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