Information Management

Gain Control of Your Content – First Step to Operational Excellence for Energy Companies

operational excellence

There are many notable anniversaries this year. It’s 50 years since the Sergeant Pepper album. JFK was born in 1917 at the same time as the Russians were having a revolution. You may not be aware of another anniversary: the Mechanicville hydro-electric plant  in New York is 120 years old this year – and it’s still going! Aging assets is just one of the challenges that energy companies face as they increase their focus on operational excellence. At this year’s Enterprise World, we’re going to be looking at best practice approaches to achieve effective operations and maintenance. It all starts by gaining control of your content. It’s a demanding business environment for many energy companies. According to US Energy Information Administration, energy consumption fell by 3.5% between its peak in 2007 and 2015. Companies who undertook expensive capital projects while oil prices were high now find that they need to wring every penny of profit out of the assets they have. The average nuclear power station in the US is 36 years old and companies are looking to extend their life for another 20 years or more. Sweating your aging assets Aging assets mean more maintenance activities on your plant or rig to ensure peak performance for the longest period of time. They mean an increasing struggle with the loss of knowledge and skills as personnel leave or retire. And, there’s paper. Lots and lots of paper. In fact, I worked on the transfer of an asset between oil companies a few years back. The documentation from the previous owners arrived at our door on 16 palettes. It took four months to deploy a production solution to manage the asset that satisfied contractual requirements. Energy companies are now well advanced with their Digital Transformation strategies but they are still to properly gain control of their content. I’d suggest that most energy firms, if they were honest, would admit to still being at the stage of trying to understand what content they have, where it is and what tools they need to effectively manage and utilize it. Today, we still have operational management systems driven by silos of information that rely on both paper-based records and the direction of staff that are knowledgeable in how the system works. Recently I helped another US oil company break down its silos of operations and engineering documentation that were costing millions of dollars in regulatory fines. Pressures surrounding regulatory compliance are growing but they still pale against a situation where an engineer arriving to undertake maintenance doesn’t know what the fault is, whether all the documentation is correct, whether they have the right part or, indeed, whether they’re in the right area of the plant! Gain control of your content The ARC Advisory Group suggests that the global process industry loses $20 billion, or 5% of annual production, due to unscheduled downtime. A major contributory factor to this is the inability to effectively use the information and documentation on all aspects of operations. You can’t implement predictive maintenance when you don’t know what’s actually happening with your assets. Rather than operational information being the impediment, it has to become the enabler. There are two key elements to gaining control of your operational content: Centralized information control  – the first step has to be to ensure that all information is held digitally. Beyond this, it has to be held centrally or easily accessible from a central system. That system must be able to enforce data integrity and security. You need to be able to deliver a ‘single version of the truth’ for every piece of content within your operations. Enterprise information access – the second step is to ensure that all documentation is up-to-date, correct and reliable. You have to be able to limit access to only the correct versions. You must be able to ensure that all changes are made in a systematic and structured way. All rights and security has to be rigorously enforced. Finally, the information has to be accessible quickly wherever and whenever it is needed. Secure mobile access becomes a core component of this. The benefits of using centralized information management to drive operational efficiency can be extremely impressive. Deloitte suggests that the US Navy’s ability to coordinate policy, design and maintenance changes within its shipyards has saved it at $2 billion. EIM: The platform for operational excellence Designed specifically for the energy sector, the Extended ECM Solution from OpenText combines an industry-leading EIM, purpose-built interfaces and workflows, and industry best practices. Figure 1. Gain control of content. The central role of Enterprise Information Management It includes all the control and management functionality an energy company needs to gain full control of its content as well as securely sharing the information across enterprise departments and with suppliers and customers. It integrates the content to the operations and maintenance work orders from systems like SAP and Maximo and with the potential to add on data analytics allows for greater insight to the content and data. All together it provides the information foundation to deliver the productivity gain and cost reduction benefits of operational excellence. In my next blog, I’ll discuss how excellent content control will help you achieve operational excellence through intelligent change management.

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Thoughts From Digiruption Indaba South Africa


Digiruption Indaba is our customer day in Africa – Indaba means ‘gathering’. This year, Digiruption was held at the Galleria in Johannesburg. And what a day it was! Fully packed with highlights. I’ve had the privilege of attending this event for the last 2 years and I’m amazed at the number of customers and partners that attend. This year we finished at just under 400 in total which was a great effort. After some energetic drumming to get everyone excited for the day, Country Manager Lenore Kerrigan acting as host gave a welcome address to everyone and thanked them for attending. This included long term customers, partners and the new customers who joined our family from ECD, HP and others. This was followed by a welcome message and video presentation from OpenText CEO and CTO Mark Barrenechea (who was unable to join us this year). Lenore then introduced our first guest speaker. “Exploration drives Innovation” Our first guest speaker was Dr Adriana Marais from SAP. Adriana is Head of Innovation at SAP Africa working on such diverse projects as Quantum Cryptography, Block chain and automated drone delivery. During her presentation one of these points was demonstrated by being joined by a drone on stage! All of which are joined by a common thread of being innovative, leading edge and of global benefits.. but wait.. As if those diverse projects weren’t enough to keep her busy, Adriana is one of the final 100 candidates for the extraordinary Mars One Expedition (you can learn about that here and here). She spoke passionately about how the next step for humans to solve our problems can only be found in Space and specifically on Mars. I think everyone came away with a great appreciation and a sense of ‘awe’ at people like Adriana who are prepared to take on some of the largest problems in the world, and solve them. “The best thing about social media it is allows anyone to be a celebrity, and the worst thing is it allows anyone to become a celebrity” Following that on the keynote was Emma Sadleir, who is a consultant lawyer and author specialising in Social Media Law. In her energetic and informative presentation she gave many examples of how to use Social Media correctly and how both famous and more importantly employees use Social Media incorrectly and what the liabilities are for both the company and the employee. Illustrating each point with examples and she had a fair few number of people quickly checking their Twitter accounts! I have asked Emma for her permission to use her image here (but this proves I was listening as if I had used it without permission I could have broken some laws.) The 4th Industrial Revolution and the OpenText Future Sandwiched between the two guest speakers, we had Thomas Dong, VP of Product Marketing presenting the OpenText keynote on our Strategic Direction, the impact of the 4th Industrial Revolution and the new technologies that affect and inspire Digital Transformation. Before that, Detlev Ledger had chaired a panel of our customers, (Capitec, Distell, MediClinic, NHLS and SANBS ) discussing such topics as their use of OpenText (including ECD), their future plans, experiences and their thoughts on the future of EIM. Lunch, Technology, Customers, Public Sector and the Silent Disco… After a nice lunch (including the High Commissioner for Canada saying a few words) everyone was free for some time to mingle with the partners and network. One of the things I’d not seen before was a partner innovation track – similar to a Silent Disco (for those of you not in the know – it’s where you all wear headphones to dance around in silence.. yeah, I wasn’t certain as well!) but in the context of partner day it allowed the partners to give a 15 minute breakout where the audience were not distracted by the background noise of the event. During the afternoon we had breakouts across three tracks and I visited breakouts in all 3 sessions and was pleased to see the partners and customers alike attending and interacting. The 3 tracks were based around OpenText solutions, Customers (all presented by customers) and Public Sector (which makes a sizable part of the African customer base). In the technology track myself, Albert Tay and Arsalan Minhas covered topics such as what’s new in EP2, low Code with Process Suite, where to being with Digital Transformation and AI Implications for the Enterprise. In the Customers track, Distell presented their Release 16 (Distell are a long time customer and are typically one of the first organisations to deploy any new Content Server releases) Capitec Bank (its great to see our new ECD customers already comfortable to talk at an OpenText event) described their approach to Client Centricity. Finally, Mediclinic presented how xECM for SuccessFactors is allowing them to achieve their goal of a central HR functions. Mediclinic are the first customer of OpenText’s to be live on the xECM for SuccessFactors solution and have a great story to tell. In the public sector track we had another ECD customer, the Department for Social Development, presenting their Social Grant Appeals Process, the South African National Blood Service talked about their enterprise wide OpenText and SAP Implementation and finally the National Health Laboratory Service presented their ECM journey. Awards and Final Thoughts Following the event we all adjourned to the roof of the Galleria for food and well deserved cocktails and prize giving to watch the sun go down over Johannesburg. Amongst those receiving prizes were SAP for partner of the year, MediClinic for Go-Live project of the year, Capitec for Customer Visionary, and Engen for Customer of the Year. What really stood out at the event for me was the level of investment and trust that the customers have placed in OpenText and how critical in most cases our solution. Be it from face-to-face discussions or email feedback from various companies, the response to our EIM strategy and acquisitions was overwhelmingly positive. So, from all of us at OpenText attending to all our customers and our partners, Thank you for helping is have a great customer day and hopefully we will all see you each other again next year. Photos by Des Ingham-Brown, Blowfish Productions

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Are We There Yet With Content Analytics and Intelligence?


Artificial Intelligence is a disruptive yet intuitive technology that is shaping the Enterprise Content Management systems of the future. While ECM systems have relied on passive responses, AI is stressing the use of active responses and making workflows based on findings from the machine learning aspects of AI. The use of AI is seen as beneficial in increasing enterprise knowledge or leveraging the enterprise assets. Today ECM implementations are often faced with questions on how to boost AI or make content intelligent. This blog discusses how the ECM offering from OpenText has embraced the challenges posed by AI. Content Intelligence Services Content intelligence is the ability to provide structure for unstructured content – a process enabled by the intelligent, automated tagging and categorizing of business content for personalized delivery and easy search. Tagging and categorizing content with rich metadata makes it available for reuse across multiple initiatives such as customer and employee portals, custom applications, and personalized sites where capabilities such as precise search, easy navigation, and personalization are critical to productivity and customer satisfaction. By extending the value of content through reuse, content intelligence also cuts the costs of recreating information. However, despite the value of content intelligence for advanced searching and personalization, companies have been slow to embrace this technology because it is often perceived as complex or difficult to implement and deploy. There are multiple debates within both business and technical domains as to the most optimized manner for creating the taxonomies and hence the tags for the content. Furthermore, this technology is sometimes considered inflexible, particularly when changing market conditions or new business opportunities require changes in the way content needs to be organized. Many point solutions break down under these conditions because complex integrations with other products need to be reconfigured, resulting in re-implementation costs and valuable time wasted. OpenText Documentum Content Intelligence Services OpenText™ Documentum Content Intelligence Services help enterprises create taxonomies and tag their content automatically. OpenText Documentum CIS is a high-performance extension of the OpenText Documentum platform which automates and controls the enrichment and organization of enterprise content based on powerful information extraction, conceptual classification, business analysis and taxonomy and metadata management capabilities. It is fully integrated with the Documentum platform and thus provides an automated solution for all kind of content managed within an OpenText Documentum repository. OpenText Documentum CIS turns unstructured enterprise content into intelligent structured content with powerful, unique capabilities: OpenText Content Intelligence OpenText™ Content Intelligence is an add-on to the OpenText™ Content Suite Platform that helps increase user adoption, productivity, and management insight by accelerating the deployment of tailored applications, actionable dashboards, and reports. It bundles accelerated Tile/Widget creation, enhanced REST API, and a powerful sub-tag library with a complete set of instantly deployable and easily modifiable prebuilt reports, dashboards, and applications. OpenText Analytics OpenText™ Analytics revolutionizes analytics and reporting functions of the ECM solution. The Analytics suite enables creation of dashboards, visualizations, and analytics applications that answer vital questions across the organization. OpenText Analytics Suite comprises two deeply integrated products: Big Data Analytics and Information Hub (iHub). Working in tandem, these two products give business users, business analysts and citizen data scientists the ability  of independent data preparation, data exploration, advanced analytics and sharing and socializing the analysis results in compelling dashboards, as interactive data visualizations, or pixel perfect reports. OpenText Information Hub (iHub) OpenText™ Information Hub (iHub) is a scalable analytics and data visualization platform. iHub enables IT teams to design, deploy, and manage secure, interactive web applications, reports, and dashboards fed by multiple data sources. iHub supports high volumes of users, and its integration APIs enable embedded analytic content in any app, displayed on any device. iHub enables report developers to design, deploy, and deliver secure, interactive web applications, personalized reports, and dashboards fed by multiple data sources. With an iHub application, business users can explore data on their own with interactive capabilities such as drill-downs, filter, group, build new calculated columns. Also available: Interactive Viewer Dashboards Analytics Studio OpenText Big Data Analytics OpenText™ Big Data Analytics is an analytics software solution for business users and analysts looking for an easy, fast way to access, blend, explore and analyze data quickly without depending on IT or data experts. Advanced analytics helps businesses understand their customers, markets, and business operations as well as managing IT budgets effectively, leveraging expert resources as needed. Big Data Analytics combines an analytical columnar database that easily integrates disparate data sources, with built-in statistical techniques for profiling, mapping, clustering, forecasting, creating decision trees, classification and association rules, doing regressions, and correlations. Users can get a 360-degree view of their business, explore billions of records in seconds and apply advanced and predictive analytics techniques all in a drag-and-drop experience, with no complex data modeling or coding required. Working in an easy-to-use, visual environment business user can upload their own data, clean and enrich it, blending data from disparate sources. They can then apply pre-coded algorithms and analytical techniques to gain insights from massive data sets on the fly. OpenText has both on-premises as well as cloud versions of Big Data Analytics solutions for the customers. There are also solutions specifically tailored for certain industries: Analytics for Energy & Utilities Analytics for Public Sector Analytics for Manufacturing Analytics for Financial Services Analytics for eCommerce & Retail Analytics for Logistics & Warehouses Analytics for Telecommunications Analytics for Publishing & Media Analytics for Healthcare Analytics for Marketing Service Providers Some of the advantages of choosing OpenText Big Data Analytics are: All your data in a single view: Access huge data sets from multiple sources quickly and easily. Analyze billions of records in seconds: Leverage high-performance, real-time Big Data analysis of hundreds of tables, millions of rows, billions of records—at once—for deeper business insights. No complex data modeling: Eliminate the need for data cubes, pre-processing and modeling. Minimize data analysis-related IT workload and dependency on data scientists. Best Practices analytical techniques: Pre-built algorithms and ready to use predictive analytic techniques. Discover threats, hidden relationships, patterns, profiles and trends to make fact-based decisions. No coding required: Go from raw data to sophisticated data visualizations in minutes with a few clicks. Easy to use visuals: Analyze Big Data quickly and visually with decision trees, association rules, profiling, segmentation, Venn diagrams and more. User autonomy and self-sufficiency: Empower users without statistical backgrounds to run deep analytics with pre-packaged algorithmic functions. Automate with Workflow: String together multiple steps into one process and schedule it to run on a regular basis. For more details on the benefits of OpenText Big Data Analytics, click here Conclusion Big Data Analytics is well targeted towards specific industries and allows the business users to create rich reports by analyzing data from various data sources. The solution provides easy configuration tools for the business users and reports creators to design and develop a report quickly. At the same time, Documentum Content Intelligence Services provides a mechanism for users to mine structured and unstructured content to automatically gather information as configured by the business users. Both solutions allow easy information extraction from unstructured content and allow for readable and meaningful reports. While both solutions provide two different sides of the puzzle, there seems to be an opportunity  remaining in Information Extraction techniques and development of self-learning, intelligent algorithms to parse the unstructured data into meaningful structures. The resulting structures could then be utilized for creation of reports and providing a feedback to the users or system workflows, thus rendering the system even more intelligent. More to follow on this topic shortly.

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Hands-on Technical Demo: Using Automation to Create Accessible Documents From Scratch

PDF accessibility

Those of you familiar with PDF accessibility know that it can be a tricky proposition to create accessible PDFs, especially using automated software that has so many different features and tools to learn and use. Getting the initial set-up right is critical, as thousands, if not millions, of documents are dependent on the accuracy of the template created to generate WCAG 2.0 Level AA compliant PDFs. If you’re an accessibility specialist wanting to understand how an automated solution can help you generate accessible PDFs and if you are interested in getting a step by step walk-through of creating templates for high-volume accessible PDF documents in OpenText™ Automated Output Accessibility solution, our webinar on May 30, 2017 is right for you. In this webinar, OpenText’s Accessibility expert and Director of Product Management Jeff Williams will demonstrate how to easily create accessible PDF documents from scratch. You will learn how to: Use the OpenText Output Transformation Designer to create a project from scratch Convert an inaccessible PDF document into a WCAG 2.0 AA compliant PDF Leverage the power of OpenText’s Output Transformation Field Technology, including: Content locators for capturing and tagging floating content Table identification and tagging Figure tagging and adding alternative text Managing alternative text in the Alternate Text Manager web application Don’t miss this unique, hands-on technical demo to learn how easy it is to create WCAG 2.0 Level AA compliant PDF/UA documents. Register today About OpenText Automated Output Accessibility Automated Output Accessibility is a unique offering that uses automation to address the demand for a low-cost, fast and simple process for converting large volumes of documents into WCAG 2.0 AA compliant format such as PDF/UA, Braille and large print. Comply with accessibility legislation such as Section 508 of the U.S. Rehabilitation Act, the Americans with Disabilities Act, the Accessibility for Ontarians with Disabilities Act, and other similar regulation.

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Getting to Yes! Tips for Successful ECM User Adoption

ECM adoption

If you don’t save and secure it, you can’t find it. That is the rallying cry behind ECM solutions and those who use them. To cope with overwhelming increases in documents, emails, and other communications, more and more organizations are embracing a structured, centralized approach to work product management—ensuring all the various pieces of information related to a client, project, case or matter are managed, secure, and quick to locate. While ECM solutions fit the bill, getting users to adopt and actively use the system can be challenging. In an average ECM-enabled organization, only 70 percent of those with access to the system actually use it. And, the amount of content captured remains low—with two thirds of firms capturing less than half of their institutional content. Obstacles to User Adoption What prevents successful user adoption? Hyperion Research recently conducted a benchmarking study with legal firms to probe this question. Their new white paper “Conquering the Challenges of User Adoption in ECM” cites the most common obstacles to user adoption as: Reluctance by Attorneys to use the system (44%), Difficulty searching for and locating documents (30%), and Poor integration with how users work (24%) Getting to Yes: Key Factors for Success How can you make sure reluctant users say “yes”? The Hyperion paper identifies key factors contributing to successful user adoption. Here are some highlights: Culture – Management buy-in and support is key. There needs to be an expectation for and ongoing insight/measurement of the system’s use. Seamless Integration – The solution needs to integrate seamlessly with other business applications, ensuring data flows smoothly between them. In addition, using the system should not be an entirely separate or discrete activity. Engaging skilled expertise to understand the business and oversee the implementation and integration is key. User Experience – Users should select a solution that is intuitive and easy to use. It should provide users with fast, easy ways to save, find, and update work product during the course of their day. Look for a trusted and proven solution with sound user adoption levels. Want to Learn More? Visit our microsite and download the complete Hyperion white paper “Conquering the Challenges of User Adoption in ECM”. Learn about the key challenges to user adoption and key considerations for success.

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Finding Peace in Wiesbaden – Compliance as Part of the Process

document management

Located in the heart of the Rhine-Main Region, Wiesbaden is the capital of the Federal State of Hesse and home to over 275,000 citizens. Though historians believe the town was established around 121 A.D. (or earlier), today Wiesbaden is transforming itself into a modern economic, cultural, and socially-astute regional powerhouse. I recently had the opportunity to walk the streets of Wiesbaden and was impressed by the beauty and efficiency of this growing city. From famous warming spas to busy markets; open air concerts to a wealth of internationally recognized convention centers, Wiesbaden has something for everyone. And I began to ask myself “How do they do it? How do they make this dynamic town tick with the peaceful precision of German clockwork? What’s their method?” I had the good fortune to be introduced to one of Wiesbaden’s Head Deputy of IT, Dr. Thomas Ortseifen. He explained that only a few years ago when a local resident submitted a form or application, the local administration did their very best to process it smartly and in optimal time, despite the fact that the process was manual and paper-based. Whole archives were filled with almost 250,000 file folders. Sometimes they stored the same files multiple times and could not find information, which they need for their daily working processes. To meet the challenge, the political leaders decided that the city of Wiesbaden, always a pioneer in innovative IT solutions, should adopt a comprehensive e-governance platform, and as a result the city adopted an e-file document management system, powered by OpenText™ Documentum. The OpenText system empowers city administrators with comprehensive e-filing and electronic document management capabilities to automatically transform paper-based processes into digital workflows. Forms and applications are processed in moments today. Employees can find and share any document within a repository of millions at the click of a mouse. Compliance is now part of the processes. Serving Wiesbaden citizens is a pleasurable study in efficiency. Those thousands of folders have been replaced with a secure electronic storage system. And the savings in archives and time have been fantastic. After speaking with Dr. Ortseifen I thought to myself, “Now I know the method. I know why this changing city can operate so efficiently!”  The answer is: OpenText Documentum. Since that trip, Wiesbaden has become one of my favorite destinations. I look forward to visiting again so I can stroll through its peaceful streets and admire the city’s beauty.

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Output Management As A Service? Yes, It’s Here!

Output Management

In today’s information-driven world, it can be a challenge to manage all of the content and data that is available from so many different sources, and ensure it is delivered to consumers in the appropriate format, on the right device, at the exact time required. Not to mention the limited budgets pushing IT to do more with less. It’s no surprise companies are turning to cloud-based solutions for help. According to Garter research, 70% of CIOs are looking to change their technology and sourcing relationships in the next 2 to 3 years, with 46% working with new vendor categories such as cloud. “Organizations are pursuing strategies because of the multidimensional value of cloud services, including values such as agility, scalability, cost benefits, innovation and business growth,” said Sid Nag, Gartner research director. “While all external-sourcing decisions will not result in a virtually automatic move to the cloud, buyers are looking to the ‘cloud first’ in their decisions, in support of time to value impact via speed of implementation.” Enter OpenText™ Output Extender, Cloud Edition. Output Extender, is an industry-first Output-as-a-Service offering that enables customers to run their output management needs under a SaaS service and subscription model for data and print stream transformation, multi-channel delivery and generating regulatory-compliant accessible formats. Organizations can automate, simplify and streamline their output management through this hosted cloud service that provides multi-channel assured delivery. Transformation services with job tracking, retry and device failover ensure your business critical documents are always processed for fulfillment, statement presentment and report distribution needs. Output Extender also supports regulatory compliance for high volume documents such as statements, bills, customer notifications by enabling the transformation of PDF documents into accessible format for visually impaired individuals, complying with regulation such as Section 508 of the U.S. Rehabilitation Act, the Americans with Disabilities Act, the Accessibility for Ontarians with Disabilities Act (AODA) and the U.K. Equality Act. OpenText™ Content Server customers can extend their EIM value proposition to mainframe content and other legacy reports and statements with Output Extender. Organizations can also use Output Extender to consolidate repositories and eliminate expensive term-based MIPS pricing while opening their content to the Content Suite EIM platform – all in the cloud without having to install or manage any additional software or infrastructure. The TCO (Total Cost of Ownership) for consuming cloud services like Output Extender is typically lower than running internally or purchasing perpetual licenses, plus organizations reap additional cloud benefits, including rapid time to market, lower infrastructure costs, reduced IT management responsibilities, maintenance free implementation and an easy-to-use interface with minimal configuration. Learn more about Output Extender.

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Artificial Intelligence (AI) and Enterprise Content Management (ECM)


“When the Washington Redskins win their last home game during an election year, the incumbent party will retain the White House. If they lose, the challenging party will take the election.” “Since 1972, if the SuperBowl winner is a National Football Conference member, the S&P 500 index denotes a bullish sentiment. However, if the winner is an AFC member, the market sentiment would be bearish.” – This statement was initially discovered by Leonard Koppett, and has been found to be 80% times correct as of Jan 2017. Both of the above statements hold true for different levels of confidences. The statements are based on the correlations and the rules derived using the various data sets. Neither of the statements are completely true, but can be used to develop a general behavioral pattern. The pattern needs to be vetted using much more volume of data and if found useful, can be useful for a predictive analysis. If predictive analysis can be automated, we are entering the domain of a much talked about technology – Artificial Intelligence. Artificial Intelligence (Popularly known as AI) is an intelligence as exhibited by machines, through the process of identifying patterns, learning from them, guiding decisions and then performing cognitive functions. What we have is the essence of both statements and the value of these statements is the data to back them up. This involved tremendous amount of data analysis and refining of the algorithms to be able to reach a simple and explainable data inference. Enterprise Content Management or ECM has been known to house terabytes of data – structured and unstructured. The amount of data stored in an ECM system is highly valuable for the organization if it can be mined properly. Structured data has been used for the report creation and search purposes, but the value of the unstructured content is still untapped. AI has already been an influencer in various forms that are touched upon by ECM. This blog looks at the impacts of the advancements in machine learning and artificial intelligence to the way enterprises have looked at their ECM systems. Impact of AI on Digital Interactions Artificial Intelligence has already found its way to everyone’s home today through Amazon’s Alexa, Google Allo messenger and others. We are all hearing about the pioneers of AI with self-driving cars, self-flying drones or even sensors to monitor hospital patients. AI is everywhere. Let’s consider some of the areas where AI makes a direct impact on our interaction with the digital world. Searching Google’s search engine optimization techniques are no secret to the world today. The use of machine learning algorithms, their self-improving and refinement of the search results have already shaped the way the users interact with the web today. There are multiple adaptations to this technique – music stores which help you select the right music and make predictions on what your choices should be. Generating Content Automated Insights – the creator of Wordsmith, the world’s only public natural language generation platform and #1 producer of content in the world, stated that its software created more than a billion stories last year – many with no human intervention. Gartner estimated that 20% of business content will be authored by machines by 2018. A writer cannot go through over 2 million blog posts created daily, but can leverage the technology to find out what keywords are used in successful content, or what topics resonate best with their audience. Designing Websites Platforms like Wix or The Grid have already adopted a supervised learning way of interacting to help people create their own websites. By leading customers through a set of questions and allowing them to make choices, these platforms also make recommendations on popular themes and what would go better with the choices already made. Promoting and Propagating Content Twitter bots can make this process faster and more streamlined, enabling marketers to publish and push content automatically across the platforms they want. Automated tweets can even be set to match user moods and emoticons. Predicting Choices A lot of online music streaming services make recommendations based on AI indicators. The North Face and 1-800-Flowers use AI tools as shopping assistants – helping customers and make spot-on recommendations. Moving Conversions AI tools have also been in use by sellers like ebay and Airbnb. These tools allow the sellers to understand the latest trends and help them price their product or service accordingly. At the same time, the same tool allows the customers to draw conclusions on the prices offered to them by the sellers. Continue reading about Enterprise Content Management and how AI could transform ECM on page 2.

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Lead the Customer Experience Revolution – Webinar

customer experience webinar

Traditional marketing no longer works. Broadcasting a message and hoping that someone will see and respond to it is now lost in the overload of information, and changed expectations of today’s customer. If you are not delivering an engaging customer experience that adds value to the customer journey, then you are going to be left behind. The customer experience is now far more than the marketing experience. To be effective in today’s competitive environment marketing needs to move from being about simply delivering a message, to adding value to a customer’s interaction with the brand. It also needs to move from being tailored for the context of a single interaction towards making sure that there is continuity across every touch point From a marketing systems point of view this means improved productivity, and open innovation. Making the existing systems better, faster, and building bridges for data to flow across systems is a good first step. Innovation can take that good first step and make it great when you start to gather insights into how your customer behaves during those interactions, and then act on those insights to deliver truly engaging moments during the customer journey. Customer experience is the new source of competitive advantage for marketers. Customers now expect you to know them, understand where they are in the buying cycle and serve their needs accordingly. Brands that do this best will be preferred over those that don’t. But traditional organizational structures, an overwhelming assortment of applications, and disconnected processes often get in the way. Creating innovative customer experiences requires new approaches to connecting customer data and interactions across systems and functions. Register for the webinar and lead the Customer Experience revolution

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Process Automation Anchors the Delivery of Digital Customer Experiences

process automation

In this blog we welcome guest blogger Maureen Fleming, a Vice President at IDC, focused on middle tier technologies that enable new initiatives. By 2018, 71% of respondents to an IDC 2016 digital experience survey plan to increase their budget for creating and delivering digital experiences. And 82% of respondents to a survey looking at document-centric process disconnects believe they can improve their customer experience by removing the friction between back-office and front-office business processes.These surveys show an awareness and intent to invest in solutions that improve processes involving customer experiences. These investments will significantly impact the types of solutions that can be built for customer experience design and automation as well as the need to rapidly improve decision support. Customer Experience Design and Process Automation Customer experience used to be the result of generally uncoordinated touchpoints that, in aggregate, left a good or bad impression with the customer. Today, businesses are increasingly designing, coordinating and automating workflows optimized for dynamic customer experiences across all touchpoints. Because customers send and receive communications via multiple channels, including stores, phone calls, text, emails, and social networks, content is treated as a consistent and managed asset and integrated across all of the customer-oriented workflows. By automating the customer experience, businesses are able to realize both revenue and cost impacts as they: Improve the standardization and efficiency of communications to one customer across touchpoints Manage the content assets that support the experience Increase the consistency in how all customers are treated Identify and prevent problems to avoid negative customer experiences At IDC, we assume customer communications platforms will become a core solution used to help customers evolve to be able to send relevant messages in the appropriate format and channel based on the customer’s current situation. Customers recognize the importance of content working in tandem with process. In the regulated industries survey, 45% of respondents already integrate enterprise content management into their customer communications systems but that number will grow to 83% by 2018. Analytics-Driven Processes Require Redesign to Support Higher Volumes of Decisions Businesses traditionally have invested very little on end-to-end process visibility aimed at preventing problems. That is changing rapidly as predictive analytics and proactive intelligence become cornerstones of digital transformation. In fact, the top feature priorities of customer communications platforms involve the ability to manage and perform analytics on big data. Use cases of analytics-based solutions are broad but include the shift to real-time or near-real-time offer management, cross-channel marketing or customer social relationship management. On the industrial side, IoT initiatives predict and prevent problems with machines or connected devices and deliver new types of digital services to customers. The shift to analytics-triggered processes has an enormous impact on the workload of customer contact centers and the adequacy of self-service support. Analytics systems predict conditions that require manual follow-up or an automated response. Other than high volume, low risk transactions, the lion’s share of follow-up over the next few years will involve the initiation of a task or case assigned to a worker, who must then decide what to do next. Initially, the volume of decision obligations may swamp existing resources. That typically requires a solution re-design to offer greater situational awareness, by integrating content and back-office applications into case management solutions aimed at speeding up processes involving decisions, while also improving the quality of decisions. About Maureen Fleming Maureen Fleming is a Vice President at IDC, focused on middle tier technologies that enable new initiatives, such as sensor-based computing and API monetization. She is the lead analyst of IDC’s IoT analytics and information management practice and IDC’s research covering process automation, API management and continuous analytics.

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Want to Know What Your Peers are up to? – Join the Customer Conversations at Enterprise World

Enterprise World

Attending conferences like OpenText™ Enterprise World provide some of the best opportunities for you, and your company, to take your game to the next level. While we can do lots of research online and keep up with our peers via social media, there’s nothing like being in a room of like-minded people. People who are willing to take time away from the office to learn something new. People who are happy to disconnect from being online and network in person. Attending conferences can provide unique opportunities that you won’t find anywhere else. At Enterprise World you’ll be able to network with people who know what’s going on in your particular space, not just OpenText staff – although there will be plenty of opportunity to meet with our experts – but other customers who know things you need to know, and can answer your questions too. Whether you attend some of our forty Customer Experience Management focused breakout sessions, or sit in on a Theater presentation, catch a product demo on the Expo floor, or just start a conversation over a cup of coffee you’ll discover that you are not alone in wanting to improve your skills and bring back something of value to your organization. Talking and listening is a great way to get ideas and feedback from others who may be facing the same business and technical challenges that you are. To help with this we are lining up a great roster of customer speakers who want to share their stories, in sessions, panels, and socially. In fact, we will be kicking off the whole CEM track with a track-keynote from a customer. What a better way to start than with a real-life example of how implementing a CEM strategy and solution can bring you and your company real benefits? As with all good conferences, Enterprise World will have many opportunities for attendees to mix and mingle, form new relationships, and strengthen existing ones. Over coffee, lunch, or cocktails, you may make a connection with the just the right person to help answer some of your questions. At a breakout session you may find yourself sitting next to someone who can provide advice or suggest new approaches. Customer presentations may spark new ideas or open up solutions that you hadn’t even thought of yet. Personally, I always return from a conference with new ideas and approaches that make me more effective. Enterprise World will provide a unique convergence of networking, learning, and fun into a single package; and like all good conferences force you to grow and challenge yourself. If this all sounds like a great reason to spend July 10th to the 13th in Toronto, then make sure to register and we’ll see you there.

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Personalized Public Services Require a new era of Information Sharing

personalized public services

Citizens want to interact digitally with government. It’s not just the young. People of all ages are happy to have service delivered digitally as long as they are targeted, easy to use and secure. Personalization not only offers a better citizen experience, it can deliver the holy grail of agile, low cost operations. All it takes is a new era of information sharing between government, NGOs, businesses, communities and individual citizens. So, where do we go from here? It’s time to re-assess. I want to suggest that the first generation of digital Government – think of it as eGovernment 1.0 – is reaching its conclusion. We knew there was a need to deliver services digitally and we wanted to be able to provide them on the channel that the citizen prefers. It would radically improve citizen experience and make our operations more efficient. Well, there’s some good news and there’s some bad news. The good news is that digital adoption has been a success. Over 40% of respondents to a recent survey reported that the majority of their interacts with government were digital. Almost 90% stated that they want to maintain or increase their digital interactions. The bad news? Only a quarter of the people surveyed by Accenture were actually satisfied by their digital interactions with government. Consider that the respondents’ top five priorities included ‘the ability to have my question answered definitively’ (91%), to ‘be able to see the status of my request or activity’ (79%) and  ‘information organized by my need or issue'(69%) when it came to digital public services. It’s clear the investment made in digital government has yet to consistently deliver the level of information and personalization that citizens want. UK government minister, Ben Gummer has stated that although their digital services ‘delivered excellent web interfaces that better met user needs, back-office processes were often unchanged. In eGovernment 1.0, our focus on citizen experience – while perfectly justified – is failing to deliver the full benefits of Digital Transformation’. eGovernment 2.0 So what about eGovernment 2.0? McKinsey says ineffective governance; a lack of web capabilities and a reluctance to allow user involvement have held eGovernment 1.0 back. I’d like to add something a little more fundamental to that list: a model of information sharing at the heart of service provision and delivery. This is implicit in how the OECD defines ‘digital government‘ which, it says, relies on an ‘ecosystem composed of government actors, non-governmental organizations, businesses, citizens’ associations and individuals, which supports the production of access to data, services and content through interactions with the government’. This requires a new ethos for the sharing information in a sector where even different departments within the same government organization have jealously guarded their own turf. To fully benefit from digital government, the walls have to come down between departments and agencies while becoming much more porous when dealing with the private sector and the individual citizen. Personalized Public Services  In order to achieve the ambition of the personalization of service, governments have to move from the position of service provider to service facilitator or broker. The citizen needs to be able to self-select and self-manage if personalization is to be fully adopted. There has to be an acceptance that this is not something that government can achieve by itself – and, in fact, there are great benefits to be achieved in terms of cost of taking a partnership approach with citizens and private enterprise. We will see an increase in the co-creation of services as we move into eGovernment 2.0. There is plenty of evidence of it beginning to happen. The US Smart Cities open data initiative is a great example of encouraging government, the private sector, NGOs and citizens to collaborate and jointly develop solutions. Underpinning this collaborative approach to delivering co-created personalized services has to be a government platform that allows for the open and secure exchange of information. There has to be a means to centralize access to all content in order that all parties can access and interrogate all the information – both structured and unstructured data – surrounding an issue or service. While the current focus has been on the creation of ‘open’ data that anyone can access, reuse or distribute, there has to be a move towards an Enterprise Information Management approach  that can deliver the single view of service information. There are, of course, many challenges – not least the difficulty of sharing sensitive information between public and private sector organizations. The passage of the Cybersecurity Information Sharing Act to enable information sharing between public and private bodies on something as uncontentious as tackling Cybercrime shows the complexity opening the exchange of critical data. Next month, I’ll look at approaches to governance that can enable this new era of information sharing. In the meantime you can read further blogs on government-as-a-platform and agility, and digital transformation vs digitization.

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OpenText at Sapphire 2017


1 and 0 – the two numbers that make up Binary – the foundation some would say of all computing. But also, 10 means other things – a decade in years, 10 Downing Street is the home of the British Prime Minister, 10 is the atomic number for Neon of which there will no doubt be plenty on display around Orlando at Sapphire, 10 is the number of provinces in Canada – the home of OpenText who are also in the top 10 world’s largest software companies. This year at SAP Sapphire you will see the number 10 used liberally at the OpenText stand because, first and foremost, this year celebrates the 10th year of our Solution Extension relationship with SAP. It is with great pride that we have continued our run of winning the Pinnacle Award from SAP again this year. Only 19 Pinnacle awards are given out each year, and this the tenth (10) year that we have won in the category of Solution Extension Partner. However, this year we have gone one better and won 2 Pinnacle awards. Not only have we been recognised as Solution Extension Partner of the year, but also the DDM Partner of the Year based on our strategic roadmap of innovation and our history of satisfied and successful customers. But 10 is also important as we have 10+ Solution Extensions for SAP – all of which received a new software release, EP2 this month. You can read about the latest innovations in this blog.  Each of these products complements the SAP solutions from ERP to SAP, Hybris to SuccessFactors, and S4/HANA and Cloud. But why else is 10 important? At Sapphire we have 10+7 breakout sessions – including 8 customer round tables where you can meet and speak to customers such as NRG, Florida Crystals, General Motors, Salt River Project and Mars Group about their use of our joint solutions in increasing business value, reducing cost or delivering a comprehensive brand management solution. You can view the agenda here (note places are limited so please book ahead). Finally, to celebrate this 10th year we have a truly tremendous prize raffle on our stand. As well as the usual giveaways options this year on our stand (number 730), one lucky winner will receive a $10,000 trip of a lifetime to any destination (or destinations if you fancy multi-stop) in the world. Anywhere. So if you’ve always fancied seeing the sun rise over Mount Everest in Nepal, catching a bullet train in Japan, drinking sundowner cocktails overlooking table mountain in Cape Town, watching the Formula 1 Grand Prix in Monaco – these are just a few possible destinations. I’ve also conducted a poll in our office to get more ideas and suggestions on where you could go – view the slideshare below to find out more. Legal smallprint: Terms and conditions apply, they are available to read at the OpenText booth. So please, come and meet us at the OpenText booth to discuss your SAP solutions, learn more about OpenText and potentially win that trip of a lifetime – we’d love to talk to you about how we can help you Run Digital.

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The Luddite Fallacy: How AI Will Change the Jobs We Do

Artificial intelligence (AI), robotics, and machine learning are automating jobs and bringing sweeping societal change. While this is not a sudden shift, the impact of this disruption is spreading to roles once considered “safe” from automation. We’re seeing automation move from the auto manufacturer’s floor to the legal office, the writer’s desk, the surgeon’s table and beyond. The Luddite Fallacy The thought of job automation is a worrying thought for many people. The idea of losing a job to a computer or robot is obviously unsettling. But, while the Luddites (which I wrote about here) saw an impact on their livelihoods long-term, automation generally created greater wealth and more jobs. This is commonly referred to as the ‘Luddite Fallacy’—the belief that the technological disruption of employment is unique to the present, and will fracture society as we know it. Yet, time and again we see that while a process may be turned over to machines, humans still play a large, and often more satisfying role. Automation-ready Industry Sectors It’s undeniable that automation and AI are making their way into our daily lives. Amazon Go is eliminating the need for cashiers, and self-driving vehicles won’t need truckers and cab drivers at their wheels. Artificial intelligence is beginning to diagnose disease, perform surgery, and even write film trailers. On the face of it, the sectors most affected by automation are manufacturing, wholesale and retail, and transport and storage. Examples of retail exodus are not hard to find; in the U.S., h.h.gregg, Rue21, and JC Penny all announced plans to close a total of 758 stores collectively. In the first half of 2016, the U.K saw more than 15 shop closures a day across the country, and the number of new openings has now fallen to the lowest level in five years, according to a report that highlights the pressure on the retail sector. In retail labor, Amazon has had a huge impact, with warehouse automation all but replacing traditional shipping and packing work that used to be carried out by people. On a typical Amazon order, employees will spend about a minute total taking an item off the shelf, then boxing and shipping it. The rest of the work is done by robots and automated systems. But nuanced human interactions are much harder processes to codify. While managing a machine via software is the norm, automating the deeper “thinking” tasks is much more complex, and until now something that could really only be managed by humans. But technology is now affecting those roles once considered “safe” from automation. The legal profession, once heavy with tradition and a lifetime of experience, is slated for transformation via AI and eDiscovery platforms that can review and create contracts, raise red flags to spot potential fraud and other misconduct, do legal research, and perform due diligence before corporate acquisitions—all tasks that are typically performed by flesh-and-blood attorneys. Automation Touches Every Role From the factory floor to the Boardroom, no position will be untouched by automation. Research suggests, “even the highest-paid occupations in the economy, such as financial managers, physicians and senior executives, including CEOs, have a significant amount of activity that can be automated.” The trend towards automation is one that reaches worldwide. In the U.K., up to 30% of existing jobs are susceptible to automation from robotics and AI by the early 2030s. In the U.S., that number is 38%, in Germany 35%, and in Japan 21%. Life in the Automated World Working life will change radically as we embark on the fourth industrial revolution. The world is ablaze with new ways to automate, and while it is hard to embrace change when it is perceived to threaten your livelihood, perception is not necessarily reality. I believe that job creation—and more specifically interesting job creation—is as much an outcome of automation as job elimination. The challenge is to leverage new automation to improve our way of life—not just eliminate jobs. Technology will radically change the sort of roles we all do—it always has—but we have the opportunity to embrace the areas of technology that can take our abilities from human to superhuman. Learn more about how you can digitize, automate, and optimize your enterprise information flows with OpenText.

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Disrupt Yourself – Personalized Marketing in the age of General Data Protection Regulation (GDPR)


In early March, as part of an overall webinar titled New EU Policies Will Transform Business Practices across the Organization: Get Ready for the GDPR, I had the opportunity to deliver a mini-presentation on how marketing will change once the GDPR goes into effect on May 25, 2018. Imagine just one year to ensure compliance?  It seems a year is a lot of time but in reality it isn’t. And if you think this only applies to EU firms, remember that this affects any company processing the personal information of EU citizens. The purpose of this blog is not to provide exhaustive detail about the extensive regulation, but to remind you of your options, and to provide thoughts and considerations for marketing personalization under the GDPR. With any regulation, organizations can make one of the following decisions: Ignore it – Ignore the GDPR and continue to provide customized offers without consent Avoid it – Cancel specific marketing programs; we just can’t do these anymore Embrace it – Find a better way and implement tools to drive marketing content including upsell/cross selling Logic tells me that you will select embracing this regulation and as you are going through your change cycle you will get to stage 5 – Understanding to Awareness – quicker than you imagine. So in other words, you will need to disrupt yourself in order to embrace the change. Customers Want It With that being said, let’s talk about specifics. A recent study found that 90 percent of consumers have privacy concerns, but seek highly personalized and tailored customer service. Personalization is key to modern customer experiences and customers will make purchases and loyalty decisions based on the level of individualized service they receive. In order to continue to deliver personalization within the realm of GDPR, marketing must continue to develop the appropriate campaigns, messaging etc. to their target audience, keeping in mind that the audience has provided the appropriate consent. CX is Worth It Delivering a seamless and connected Customer Experience is becoming the most effective way to market your products and services. Marketing tactics we all embraced 10 years ago have been replaced with the internet of service ushered in by social media over the past 5 years. This suggests that good customer service is now at least as valuable as good marketing. Or better stated, good customer experience is good marketing. Today’s consumers don’t want to be sold to; they refuse to yield the power. The unique selling proposition has been replaced with the unique buying proposition. The table has completely turned. I encourage you to visit the resources below to learn more about GDPR and how we can help. The first resource contains a recorded webcast as mentioned above that you can view and learn at a high level what the GDPR is and detail about the regulations. In the webcast, I provide a brief presentation titled GDPR and the Future of Marketing. Pay attention to two areas that I cover: 1. Personalization with Consent and, 2. Consent Driven Personalized Experiences. The second resource provides a GDPR overview, information regarding how our solutions can help with the GDPR. Finally, the third resource provides information on our customer experience management portfolio. We will continue to provide additional information to help you prepare for the GDPR. May, 25, 2018 seems a long way off but time does fly by and you need to be ready. Until next time… Resources:

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App Development for Structured Data at Enterprise World 2017

mobile workforce app development

The OpenText™ Gupta team is looking forward to seeing you at Enterprise World from July 10-13 in Toronto, Canada. You can learn all about high value software development for mobile workforce apps by visiting us at our pod in the exhibition area of Enterprise World 2017.  Here’s a few reasons why it’s worthwhile coming to meet with the Gupta team at Enterprise World this year: Learn how to empower your mobile workforce with digital processes See live demos on how to build mobile workforce apps for structured data Meet expert Sales and Technical staff and get answers to your technical and commercial questions regarding software development of mobile workforce apps Learn how your organisation can benefit from high value software development for mobile workforce apps Learn what the future holds for OpenText™ Gupta TD Mobile Read this blog to discover more about Gupta TD Mobile and how you can empower your mobile workforce. You can also request a free trial here. Click here for more details about attending Enterprise World 2017. See you in Toronto! OpenText Gupta TD Mobile Quick Overview Developing native mobile workforce apps requires developers for iOS™ and Android™ to have specialized and often expensive skills. Gupta TD Mobile offers one integrated IDE that uses high level-coding and data-access-configuration to quickly build native mobile workforce apps that work on all mobile devices, regardless of screen size, language, and mobile operating system at a fraction of the cost of native development. For organizations building cross-platform mobile workforce apps for mobile data acquisition, Gupta TD Mobile addresses the challenges of native development by simplifying, automating and accelerating mobile enterprise app development – greatly reducing the cost of mobile enterprise app development. Gupta TD Mobile offers no-coding, configuration-only database access to all databases, and easy access to Web Services and REST services to be able to feed data into all backend data systems with ease. Request a free trial of OpenText Gupta TD Mobile here.

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What a Year can do for you: Process Suite 16 EP2


It’s been a year since we brought Release 16 to the market, and how time flies! For OpenText™ Process Suite, Release 16 was significant with the new low-code application development capabilities. A lot has happened in a year. Low-code has become an industry standard term, and we’re seeing customers and partners around the world quickly building, testing, and iterating applications in days and weeks versus months or years. The adoption trend is definitely heading up and to the right. With the ability to address business needs more quickly and effectively, low-code application development is helping companies move forward toward their digital transformation goals. Thinking about digital transformation as a journey and not a destination redefines how we innovate, regardless of industry. Digital transformation accelerates the pace and scalability of a business, and it creates opportunities for new ecosystems to thrive. Yet it also demands more flexibility and speed to get applications to market and adjust them according to ever-changing market dynamics. So over the past year, with Process Suite EP1 and EP2, our focus has been to make low-code more effective and customer applications more impactful. In EP2 we’ve added major enhancements to improve the application development capabilities, from design time improvements in the entity modeling designer for creating, modifying, and customizing forms and building blocks to security enhancements that support conditional properties to manage access and passing of controls. These new capabilities and enhancements allow greater control and ease in developing the user experience for an application. To support the critical need of connecting processes and content, especially for case management applications, we’ve deepened the integration with OpenText™ Extended ECM for Process Suite, which enables users to connect documents to entities and configure for additional metadata. We’ve also added a new configuration report function that provides administrators with a complete report on various configurations related to Extended ECM in Process Suite and status to validate the configurations and take corrective steps if necessary. In addition to easing application design and adding greater forms controls, EP2 also improves integration with external systems to support a key need for case management: the ability to follow the case across applications and systems. We’ve made this easier with a series of enhancements that include a pluggable EIS connector framework to bring external data into Process Suite as entities to use in an application, the ability to import data from external databases and use them as entities in an application, enhancements for the EIS connector to manage external entities and integrations, and better support developer integrations. With EP2, it is now even easier for case management applications to do more, change more, and connect with content better. The tight integration between content and processes connects the right person, system, or thing with the content it needs—at the right time. To learn more about Process Suite 16 and how low-code can help your organization, check out the Process Suite Executive Overview or join us at Enterprise World this July and meet with process and low-code experts and customers who can answer questions and provide insight on how you can use Process Suite to drive toward your digital transformation goals.

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Personalize Wisely: The Do’s and Don’ts of Personalization


Do you know the best approach to personalizing your digital experiences? While personalization has been a top priority for many organizations over the past few years, personalization strategies are still “immature,” according to Forrester. The State of Digital Experience Delivery, 2017 , an April 2017 Forrester report by Danielle Geoffrey and Mark Grannan, says 64% of the DX leaders Forrester surveyed adopt only entry-level personalization – based on historical data. And only 25% are prioritizing the ongoing optimization of contextual relevance. Advance Your Personalization Strategy OpenText helps organizations successfully execute more advanced personalization strategies. One of our personalization and optimization experts, Patrick Akhidenor, led a bootcamp on Sunday at the Behave 2017 conference. Patrick, an OpenText™ Optimost client success manager, spoke about personalization best practices and also gave industry-specific ways to personalize, based on common data fields, page variables, testing iterations, and metrics. Attendees asked questions like where to start and how to prioritize while also not neglecting certain KPIs. Towards the end of the session, the audience broke out into teams and worked through some fictional personalization scenarios. Just “D.R.I.V.E.” Here’s an easy-to-remember acronym that Patrick shared on how to “D.R.I.V.E.” your personalization strategy: Data: Use available data points to identify and prioritize customer segments to personalize against. Resources: Consider allocation of resources as it pertains to every step of the personalization process. Ideation: Identify areas of the page or website that could benefit from testing and optimization. Outline recommendations for how to improve performance. Validation: Validate your personalized testing concepts through AB/MVT testing. Establish: Establish a continuous optimization process that allows your team to prioritize pages and KPIs throughout the year. Learn More View the presentation here: Alternatively, contact us at

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AI-Enhanced Search Goes Further Still With Decisiv 8.0


OpenText™ Decisiv extends enterprise search with the power of unsupervised machine learning, a species of AI. I recently blogged about how Decisiv’s machine learning takes search further, helping users find what they’re looking for, even when they’re not sure what that is.   Now, Decisiv 8.0—part of OpenText™ Release 16 and EP2—takes the reach and depth of AI-enhanced search even further. Take Search to More Places In addition to being embedded in both internal and external SharePoint portals, Decisiv has long been integrated with OpenText eDOCS, enabling law firms to combine AI-enhanced search with sophisticated document management. Decisiv also connects to OpenText™ Content Suite, Documentum, and a wide range of other sources to crawl data for federated search. Decisiv 8.0 expands these integrations with the introduction of a new REST API. With this release, administrators can efficiently embed Decisiv’s powerful search capabilities into an even broader range of applications, such as conflicts systems, project management, CRM, and mobile-optimized search interfaces. Take Search Deeper Other enhancements in Decisiv 8.0 include a new Relevancy Analysis display, which shows researchers precisely why their search results received the rankings they did and even lets them compare the predicted relevance of selected documents. This enhancement helps researchers to prioritize their research more effectively and administrators to understand how the engine is functioning and being leveraged across the enterprise. New Open Smart Filter display options also help researchers benefit from using metadata filters to zero in on useful content. By opting to automatically show the top values in each filter category (left side of the screen below), administrators can educate researchers on how to use filters for faster access to the content they need, without training or explanation. Decisiv Goes Beyond Legal Decisiv’s premier law firm customer base leaves some with the impression that Decisiv is just for legal teams. In fact, Decisiv’s machine learning isn’t limited to any specific industry or use case. That’s because it analyzes unstructured content on a statistical basis, rather than taxonomical. (Surprisingly, sometimes lawyers do lead the way on versatile technology.) …and Decisiv Goes to Toronto Learn more about Decisiv Search and our other award-winning Discovery Suite products at Enterprise World this July. You’ll hear from top corporate, law firm, and government customers how their enterprises are leveraging OpenText’s machine learning to discover what matters in their data.

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The Right Cloud to Meet Your Business Needs


When customers think of moving their Enterprise Information Management (EIM) to the cloud – the question is not so much whether or not to do it – as it is what type of cloud to use and how soon can they start. Recently at the AIIM First Canadian Chapter seminar in Toronto, we talked about managing information in a cloud world. With so many cloud models– like Infrastructure as a Service, Platform as a Service, multi-tenant SaaS and dedicated cloud managed services, customers can easily get overwhelmed and confused about what’s right for their business needs. Let’s simplify the different models with a building analogy: Infrastructure as a service (IaaS) is like a piece of zoned land with utility hookups where you can build a house – there’s a company that takes care of sewers, electrical, phone lines, etc.. If there is a problem with the services you contact the company. If there’s a problem with the house – that’s your responsibility. Many times it is up to you to assess whether the problem is with the house or the infrastructure. Platform as a service (PaaS) is like a mobile home park, where there are shared services used by all residents, but individual land plots are rented on a timed basis. The common areas are updated all at once with some notice from the park. You may make some changes to your own trailer, but some changes are prohibited and others may need to be approved. Software as a service (SaaS) is like a condo building, where you own your own part of it, but it’s within a shared environment including several other units. Many of the building facilities are shared – there is one set of heating and cooling equipment, one pool, one garage, etc. and this provides economies of scale. Within your own unit some adjustments can be done, but there are restrictions – for instance you can increase or decrease the temperature, but only within a defined range. Dedicated (sometimes called hosted) is where you own the land and the home and have virtually complete autonomy, within minimal guidelines. Facilities within the house are dedicated only to this one house. When changes are required you are responsible, and can bring in help (managed services). On-premises is like a cottage, where you need to deal with a lot of the services yourself, such as water and septic systems. You can bring in someone to help, but it’s ultimately all your responsibility. Upgrades here may be more of a challenge. Managed services is like having a property manager, cloud or on-premises, to augment your own efforts (or that of your staff). Managed services saves you time and ensures an expert is managing for you. Hybrid (cloud to cloud, cloud to on-premises integrated scenarios) — is like owning a condo or a house and driving to a cottage.  You have different levels of service at each location but they share information. So what type of cloud is right for your EIM applications and solutions? The answer is – it depends on what your IT team has the resources to do – and what use cases you have. While providing some benefits of cloud, IaaS and PaaS still leave a lot for customers to do – they still have to manage their own middleware, security patching, and the applications themselves. The level of work on the application is similar to what it is when operated in the organization’s own data center. SaaS can be a great answer for specified use cases. It can provide agility and ease of operation with applications that meet a defined set of requirements. Applications such as OpenText™ Core, LEAP, Active Applications, Axcelerate and Extream fulfill use cases for many organizations in several industries. In many other cases, Dedicated or Hybrid cloud may be the key to meeting your business needs. In fact, according to Gartner: “The increased use of multiple public cloud providers, plus growth in various types of private cloud services, will create a multicloud environment in most enterprises and a need to coordinate cloud usage using hybrid scenarios.”¹ Most of our Enterprise ECM customers have multiple use cases and requirements which may that lead them to prefer dedicated or hybrid deployment. Some want control over timing for patching and upgrades, some have high availability, security, data sovereignty, data protection or corporate directives that necessitate a dedicated environment. For instance, our Life Sciences customers are working on life-changing innovations to cure disease and help people live longer, better lives. Many prefer to protect their Research & Development content in a private cloud dedicated environment, while utilizing SaaS for collaboration on clinical trial data. They don’t want a traditional multi-tenant SaaS model because they don’t want unnecessary patches or upgrades forced upon them in the middle of a big clinical trial or new drug launch. Some of our Energy and Engineering customers are using digital innovations to improve their resource recovery rates and reduce risk. They want their Standard Operating Procedures and other propriety information managed in a private cloud, while having their project-specific content such as drawings and memos that need to be viewed by partners and subcontractors through a SaaS application. The good news is that with OpenText™ Cloud Managed Services, we can provide fully managed solutions in dedicated private or hybrid scenarios, and also provide SaaS applications so businesses have flexibility to meet their business needs. OpenText manages the full stack and all the application related pieces– including: Infrastructure Middleware Security patching Updates Application/Solution Customizations Integrations Because the OpenText Cloud is purpose-built to support our applications, OpenText provides 99.5% availability at the application level – backed by an SLA, and certifications such as ISO and SOC up to and including the applications. For more information use Contact OpenText on the blog site or here. ¹ “ Market Trends: Cloud Adoption Trends Favor Public Cloud With a Hybrid Twist,” Gartner, August 4, 2016.

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