Information Management

Long Term Archiving for “in-memory” ERP Systems? Really?

in-memory

Unlike other hype trends in IT, implementation of in-memory databases is a trend that has really taken off. Today, leading ERP system providers push “in-memory” as the only option for their customers. Enterprise IT now accepts the idea (which was once perceived as crazy and/or dangerous) that it is preferable to have all their precious ERP data in RAM memory instead of on a “good old” SAN storage array. Has this trend made long term archiving obsolete? Long term archiving is still a valid (and actually must have) requirement – even in the “in-memory” world.  Compliance requirements haven’t disappeared with the in-memory rise. You’ll still have to keep your invoicing data verifiably unchanged for some 5-10 years depending on your legislation. You’ll have to make sure you can prove to your auditors that nobody could have tempered with your data since it was created. When to start with data archiving Is there a right time for archiving your data? Most probably, you’ll be “forced” to archive your historical data before you migrate to an in-memory system. Forced is an exaggerated expression, of course, but it can quickly become your truth if your other option is to purchase the in-memory hardware that is 3+ times the size of your current data volume. If you were ignoring data archiving before (since the SAN DB storage cost was so low, right?) you’ll want to run it before the in-memory ERP onboarding project.Now your ERP system is running in-memory. What’s next? For sure you’ll focus in the upcoming months on getting the best out of your new in-memory system. But sooner or later you’ll have to return to archiving again. Storing the data on the Flash storage will not be recognized as a compliant option in case of an audit. Refresh your data archiving skills since you’ll have to start archiving your data even from the new in-memory ERP. Ideal archive characteristics What should be the main characteristics of the ideal target archiving platform? Have these changed in the last years? It would be a pity to archive in a closed, siloed archive and have the data de-facto locked there. You want to make sure that your historical data can be used even after archiving it – in analytics, business warehouse scenarios, from call center operators – in the same way as your current data. The same platform should support not only your data archiving requirements but also your document archiving needs (all those outgoing invoices and reports have to be stored safely for a number of years). Your requirements for the new archiving platform shouldn’t stop there. I’d propose that you add to your wish list the following: Open design: Vendor lock-in is not cool any more. Ask for industry standard design patterns (like OAIS – Open Archival Information Systems), ask for universality and support of both structured and unstructured data. Open access: If you’re not locked in with one vendor then ensure that your data isn’t locked in your archive either. It should be possible to reuse it throughout the enterprise. Hadoop Analytics and REST API design are the least that you should request to be able to gain value from your historical data. JDBC would be a nice-to-have on top of the below requirements – you’ll be able to stick with your current reporting tool (by letting it connect to the new archiving platform). Cost predictability: One of the reasons you’ll start with archiving data from in-memory ERP systems is to avoid unnecessary cost. In the days of cloud and SaaS solutions you have the right to ask for clear and predictable cost and licensing terms for your archiving platform as well. You shouldn’t be accepting obscure product bundles with complex licensing terms and limitations. Instead ask for simple and predictable licensing – good example: per terabyte of data managed in the system. The “in-memory ERP” era didn’t put data archiving into retirement. It’s just the opposite. Long term archiving is becoming more important today than it was before. And if you’re asking yourself what archiving platform to pick – talk to us about InfoArchive.

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What Does “Extended ECM” Really Mean?

Extended ECM

I may be in marketing, but I like to think that I am not prone to marketing-speak; however, I was recently giving a presentation when someone stopped me to say that “content in context” and “extended ECM” (Enterprise Content Management) sounded a lot like marketing buzzwords. While I see how someone new to the concepts might think that, they are actually pretty accurate descriptions and, I think, important ones. (Connie Moore at DCG does a good job explaining it in her recent blog post.) Let’s start with “content in context.” This simply means that your unstructured information — documents, images, email, spreadsheets, etc. — is significantly more valuable when it’s viewed within the framework of whatever business process or object it relates to. For example, a contract on my hard drive includes the names of the parties involved, which tells me something, but it can’t tell me if it is the most recent version. Were there later addendums? What if the copy I have only has my signature? Did the other party sign it and I just never received the countersigned PDF? Without that context, the document is of limited value. But if I can view that contract in, say, the context of a CRM application like Salesforce, the picture becomes clearer and that document becomes much more valuable. I can see notes on calls with the customer, who the key contacts are, and metadata like the status of the contract. There’s still a problem, though: If a version of the contract is also stored there, I still can’t tell if it’s the final version. And this leads us to the idea of “extended ECM.” By integrating ECM into the lead applications that across the enterprise, you can bring ALL the relevant information and documents associated with this customer and present it in one convenient view (to use another marketing phrase: a single source of the truth). I finally have the complete picture and can view it all in an interface I’m comfortable working with (like Salesforce). In the screenshot below you can see the ECM content from OpenText™ Content Suite within the context of the Salesforce data. This also works for other customer documents, invoices, correspondence, documents about products or parts, and any other unstructured data that is relevant to the structured data in Salesforce. And Salesforce is just one example of extended ECM (this DCG paper has more information). With OpenText™ Extended ECM Platform, organizations can extend Content Suite to virtually any lead application. I’m sure you can envision scenarios in your world related to BPM, ERP, CEM, HCM, SCM, and other information-generating business processes. Want to learn more? Read the DCG paper.

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Telco Accessibility 101: What’s Now Covered by U.S. Legislation

telco accessibility

In a word, everything. Name a telecommunications product or service and chances are it has a legal requirement to comply with federal accessibility laws. Let’s see… Mobile connectivity services for smartphones, tablets, and computers? Check Smartphones, tablets, and computers? Check Internet services (e.g., cable, satellite)? Check Television services (e.g., cable, satellite, broadcast)? Check Televisions, radios, DVD/Blu-ray players, DVRs, and on-demand video devices? Check Email, texting, and other text-based communication? Check VoIP communications and online video conferencing? Check Fixed-line phone services? Check Fixed-line telephones, modems, answering machines, and fax machines? Check Two tin cans attached by a string? Check All of these products and services are covered by U.S. accessibility legislation (except the cans and string). What laws are we talking about here? Mainly Section 255 of the Telecommunications Act of 1996, for products and services that existed before 1996, and the Twenty-­First Century Communications and Video Accessibility Act (CVAA) of 2010, which picked up where Section 255 left off, defining accessibility regulations for broadband-enabled advanced communications services. Web accessibility legislation, while not telco-specific, is also relevant. The Americans with Disabilities Act (ADA) doesn’t explicitly define commercial websites as “places of public accommodation” (because the ADA predates the Internet), but the courts have increasingly interpreted the law this way. Therefore, as “places of public accommodation,” company websites—and all associated content –must be accessible to people with disabilities. For more insight on this, try searching on “Netflix ADA Title III” or reading this article. (By the way, a web-focused update of the ADA is in the offing.) Last but not least, we come to Section 508 of the Rehabilitation Act, which spells out accessibility guidelines for businesses wanting to sell electronic and information technology (EIT) to the federal government. If your company doesn’t do that, then Section 508 doesn’t apply to you. What this means for businesses Not unreasonably, telecommunications companies must ensure that their products and services comply with accessibility regulations and are also usable by people with disabilities. This usability requirement means that telecom service providers must offer contracts, bills, and customer support communications in accessible formats. For product manufacturers, usability means providing customers with a full range of relevant learning resources in accessible formats: installation guides, user manuals, and product support communications. To comply with the legislation, telecommunications companies must find and implement cost-effective technology solutions that will allow them to deliver accessible customer-facing content. Organizations that fail to meet federal accessibility standards could leave themselves open to consumer complaints, lawsuits, and, possibly, stiff FCC fines. Meeting the document challenge with accessible PDF Telecommunications companies looking for ways to comply with federal regulations should consider a solution that can transform their existing document output of contracts, bills, manuals, and customer support communications into accessible PDF format. Why PDF? PDF is already the de facto electronic document standard for high-volume customer communications such as service contracts and monthly bills because it’s portable and provides an unchanging snapshot, a necessity for any kind of recordkeeping. But what about HTML? Why not use that? While HTML is ideal for delivering dynamic web and mobile content such as on-demand, customizable summaries of customer account data, it doesn’t produce discrete, time-locked documents. Plus, HTML doesn’t support archiving or portability, meaning HTML files are not “official” documents that can be stored and distributed as fixed entities. Document content is low-hanging fruit Document inaccessibility is not a problem that organizations need to live with because it can be solved immediately — and economically — with OpenText’s Automated Output Accessibility Solution, the only enterprise PDF accessibility solution on the market for high-volume, template-driven documents. This unique software solution enables telecommunications companies to quickly transform service contracts, monthly bills, product guides, and other electronic documents into WCAG 2.0 Level AA-compliant accessible PDFs. Whatever the data source, our performance numbers are measured in milliseconds so customers will receive their content right when they ask for it. OpenText has successfully deployed this solution at government agencies, as well as large commercial organizations, giving them the experience and expertise required to deliver accessible documents within a short time frame, with minimal disruption of day-to-day business. Fast, reliable, compliant, and affordable, our automated solution can help you serve customers and meet your compliance obligations. Learn more about the OpenText™Automated Output Accessibility solution.

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My Support – We’re Here to Help!

My Support

Please note the links in this article require a My Support login. If you don’t have My Support access, please register for OpenText Connect. Select “Customer Support Access” in the registration form. You will receive an email confirming your registration. We’ve all been there. It’s 8:00 p.m. on a Monday night. You’re trying to deploy your newest solution but something just isn’t working out right. You know Customer Support can help, but they won’t be online for another few hours. So what do you do? My Support is here to help! Before you log that ticket, explore the many resources available on My Support to help you resolve your problems quickly. Knowledge Base Have you visited Knowledge Base lately? There are thousands of articles addressing a wide variety of topics, solutions, and fixes. OpenText experts publish and update articles every day, making the Knowledge Base a great place to get started. Do a search and see what you can find. Ask The Community If Knowledge Base doesn’t answer your question, try our Discussion Forums. With over 2000 contributors, including many OpenText experts, there’s a good chance you’ll find an answer in one of the many discussion topics available on the forums. If you can’t find a related topic, post a question. There are always experts online to respond quickly to your issue. Live Chat Prefer to speak with someone one-on-one? During regular business hours, we also have operators standing by to chat with you. Our operators can answer quick questions, help locate resources on My Support, or guide you to the best channel for finding solutions to your problems. Use chat to communicate with OpenText experts to help you find what you need. Everything Else Don’t forget, there is still a lot more you can do on the My Support site. You can review your open and closed tickets, receive updates on existing tickets, find the newest update or patch for your deployed software, update your system information, manage your account, view contracts, follow progress on feature requests, request a license key, make payments online, and of course log a ticket! But before you log that ticket, take a tour of My Support. You may just find exactly what you’re looking for. Want to learn more? Be sure to check out our new infographic today. Have Feedback or Questions? We’d love to hear from you. On the My Support site simply click on Help > Send Feedback to let us know what you think. We also have a comprehensive Help & About guide that will highlight key actions and introductory tips to get you started.

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Webinar: Secrets to Increasing Contact Center Capacity and Efficiency

Contact center webinar

“There isn’t enough hours in the day to get my work done.” Sound familiar? Contact centers are continually asking their staff to do more without adding headcount. It can be an overwhelming task, but is one that’s critical to the success of every organization. Join me on an upcoming ICMI webinar that will explore staffing techniques, planning best practices, process optimization strategies, and technology shortcuts that will enable your existing staff to handle higher workloads – without the obvious risks of agent burnout, increased error rates and lowered quality expectations. Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency December 8th — 1:00 pm Eastern Time I have the pleasure of joining an esteemed group of speakers including:   Jeremy Hyde, Board of Directors, Midwest Contact Center Association Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health plan. Jeremy also serves on the Board of Directors for the Midwest Contact Center Association which aims to bring together a network of peers focused on collaboration and education. Jeremy is passionately focused on employee development, team culture and customer experience.   Justin Robbins, Group Community Director, HDI and ICMI Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he’s coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. To register for the webinar, please visit the ICMI registration page here.

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Innovation Tour: Sydney

Innovation Tour

On Monday, the OpenText Innovation Tour kicked off in Sydney, Australia with an on-stage presentation from CEO and CTO Mark Barrenechea. In addition to a look at new and upcoming product innovations, Mark provided an overview of recent OpenText acquisitions and OpenText’s position as the leading provider of Enterprise Information Management (EIM) technologies and services. OpenText EIM enables the flow of information from Engagement to Insight, allowing customers to extract value from information throughout the flow. Our newest project, Magellan, will use open standards, open algorithms and machine learning to enable customers to make sense of massive pools of data and harness the power of their information. Building on Mark’s presentation, OpenText CMO Adam Howatson (always one of my favorite presenters) provided an update on OpenText™ Suite 16 EP1 and an overview of our plans for EP2, due in mid-2017. Unstructured data continues to increase at a phenomenal pace and these Enhancement Packs are designed so OpenText can respond quickly to customer recommendations. For example, EP1 extends ECM to SalesForce and SuccessFactors, enabling our customers to successfully manage and gain insight from their CRM and Human Resources systems. We’re not the only people listening to customers. Special guest Michael Barnes of Forrester later took the stage to provide insight into what he calls the “Customer-obsessed operating model”. It is imperative that we look at the experience we create for customers from their point of view, and understand how every interaction affects that experience. In the age of the customer, it is important that we take what we learn from our customers’ journey and translate that insight into an improved experience. Using our EIM technology, we can coordinate and technically optimize the experience to better serve, delight and engage customers. What I enjoy most about the Innovation Tour is how it brings together OpenText customers, partners and staff from many geographies and allows us to discuss opportunities and solutions. In Sydney, we are speaking with customers from all across Australia, and New Zealand, a distance of almost 5,300 km. Tracy Parsons of the New Zealand Transport Agency (NZTA) joined OpenText President Steve Murphy on stage to discuss the NZTA’s EIM implementation. Steve and Tracy discussed how the NZTA are using a cloud-based EIM implementation that includes both Content and Process Suites to digitalize business process, provide access to mobile workers and offer regulatory compliance. I’ve heard plenty of interesting success stories from customers during the event. The Sydney Innovation Tour is the first of eight stops, with Singapore on December 1st, followed by Tokyo on December 8th. I look forward to meeting as many of you as possible at the events. Please email me with any feedback or questions.

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User Adoption: Avoiding Public Sector Digital Transformation Pitfalls

Digital transformation

Amidst the media noise around digital transformation for the cloud-based, ‘Digital-First’ world, it’s easy to overlook a simple, yet critical component: will your colleagues actually use it? User adoption is one of the biggest concerns when it comes to investing in new technology in the public sector. It’s human nature not to like change, so unless it’s easier than whatever people were doing before, most won’t use it – no matter how many bells and whistles it has. Easy beats cool. Every time. Of course, that’s not to say simple to use systems can’t be sophisticated. But when it comes to dealing with millions of pieces of unstructured content, the fundamental principal of usability can often get lost in the size, complexity and context of the problem. One of the best examples in successfully tackling this issue is the approach the Royal Free London NHS Foundation Trust took, with OpenText’s help, to store, manage and digitise their patient medical care records. Rather than just looking at how to solve the problem of 900,000 unstructured clinical records, they took a more holistic approach around information management. They knew clinicians need to refer to previous medical histories, so before their system even went live, Royal Free back scanned huge volumes of data in the OpenText solution, making everything accessible, and easy to find in a user-friendly system that was designed to behave the way the staff would naturally work from day one. This not only gave their medical staff the content they needed, but also delivered it to them in the context of the patient’s medical history. Compare this to the old method of having to manually flip through paper records that were physically pushed around the hospital on 100 trolleys, and it’s easy to see why user adoption was so high. You can read more about how the Royal Free is driving value from its data, reducing costs, and simplifying its patient record access here. In all the work we’ve done with the public sector over the past twenty years, I’m always amazed when I see vendors lose sight of the user’s perspective. It’s one of the reasons we deliberately hire former practitioners directly from the public sector, as they’ve worked at the coal face on both sides of the fence. They understand the importance of making things easier than they were before, and the need of putting content into the context of how will be used. As MIT professor and serial entrepreneur, Alan Kay, once said, “Context is worth 80 IQ points”. It’s a subtle yet often overlooked aspect when it comes to digitising content and putting data in the cloud. And speaking of the cloud, we’re pleased to announce that we’ve now put our first offering on G-Cloud – OpenText™ Core – which makes sharing the right information with the right people easy and instinctive. You can find us on the Digital Marketplace here. If you’d like to know more about the latest developments in our public sector offerings in Health Care, you can read more.

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Removing the Data Barriers to get the Bigger Picture

Data barriers

Doing something over and over again and expecting a different result is EITHER practice, or insanity.  The difference is simply in how long you’re willing to wait until things start to change. Similarly, treating all customers the same and simply doing the same things over again in new channels, is equally unproductive. To successfully meet the experience expectations of today’s customer demands removing data barriers and agility in how companies leverage their customers’ data in order to deliver individualized experiences in preferred channels. This kind of agility requires connectivity and fluidity within an organization. Customer Experience takes a village It takes a collection of divisions and departments within an organization to deliver goods, services, and the desired brand experience, to customers. Similarly, customers interact with organizations via multiple touchpoints spread across multiple departments. So why would any company think a single source of data from any one department or division could provide the multi-faceted, let alone complete, picture of the customer it needs? To develop and implement a truly omnichannel and customer-centric customer experience strategy, companies need to gather insights from multiple data points to connect those experiences together. But even that is not enough. That data, all that data, also needs to be accessible by the myriad teams that contribute to delivering the customer experience for their own analysis and interpretation. Limited by data fiefdoms We’ve all heard the rhetoric of “breaking down the silos”. Many gasp and shudder at the thought of having to share the proverbial access code to the vault that contains THEIR data. Over the span of their careers employees develop areas of knowledge expertise, and maybe even fiefdoms, around particular systems and associated data. They develop a sense of ownership. The angst of now having to share their domain is brought on by many fears; What if they (the other departments) mess up my data? What if their findings contradict my own? What if …? What if …? What if …? This individual apprehension is compounded by the larger picture of company priorities and culture. Companies invest large amounts of money in existing systems, and with those systems adoption come established, good or bad, procedures and policies. Once these become intrinsic to the way a company does business they are difficult to adjust. Nobody likes change, and it isn’t realistic to expect these things to change, or as some cases may deem, disappear, overnight. But who says they have to? Permeable data silos Rather than trying to break down and remove the invisible walls that keep core customer data siloed and isolated in different parts and layers of the organization, let each group keep the keys to their (data) kingdoms, and benevolently grant access to the data to other groups and departments. By making the data silo walls permeable, allowing the data to flow freely to, and from, the different repositories, the company can make the most out of its investment in the technology being used to garner that information, and keep the kingdom’s (data) monarchs happy at the same time. By building these data bridges the flow of information from one system to the other is enabled, and subsequently encouraged. And instead of collecting the same data over and over again – a better experience for the customer already – companies can collect it once and share between systems, in a way that respects system ownership and allows each repository to use the data in the best possible way to fulfill its own line of business needs and tasks. Internal systems shouldn’t drive the Customer Experience; it should be the other way around Some might think that to solve this problem companies have to first look at the systems in place for collecting and storing the data. At some point, yes, there are likely redundant repositories that can be sunsetted once the data landscape is better understood. For a bigger, transformational impact, companies should turn to their teams and data-related activities. Understanding by whom, and how the data is used, agreeing to what it means across the organization, as well as in different teams and departments, is how the true value of data is extracted. By creating a customer-centric perspective internally around customer-related data, organizations enable the different parts of their business to consume and analyze data in a way that makes most sense for them, thus allowing them to have more insight into the customer, and therefore are better able to contribute to delivering a more customer-centric experience. Data driven companies that take a holistic view of their data, develop “data journeys” that transcend internal company borders and boundaries, and mirror their customers’ journeys, are winning the customer experience race. (This blog post was co-authored with Cathy McKnight of the Digital Clarity Group).

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Oil & Gas – It’s Your Chance to Reinvent

Oil & Gas

Cost-cutting throughout the Oil & Gas sector has triggered some 350,000 US layoffs which could potentially have far-reaching implications for content management initiatives. Many don’t realize that there is an opportunity now to reinvent the business to be stronger when crude prices rebound. One sensible road forward is to look at the extended digital enterprise model, and how that vision can be inspirational in today’s cost-conscious market environment. Here are three areas to consider. Digitize for Knowledge Retention First let’s address a tactical item, knowledge retention. Veteran workers who are no longer employed cannot readily tell colleagues how to fix a valve or where gas line maps are filed. Short term, it’s important to move documents into a centralized archive, as well as rapidly capture and ingest at-risk content areas (such as a subsidiary’s maintenance documentation). As an example, although one Oil & Gas operator bought a set of North Sea offshore assets from a global major, it didn’t consider the crews maintaining the plant pumps. That maintenance knowledge was held by specialized contractors and outside the acquired entity’s documentation set. Whether you are planning to sell or hoping to buy, streamlining your documentation makes sense in improving your business. Long-term, it should become clear that purely paper-driven solutions for knowledge retention are not feasible. While it might take a bit of investment now, having critical documentation digital, accessible, and portable will be a basic requirement for the extended digital enterprise model. It will no longer be acceptable to misfile paper drawings or take months to onboard supporting help, as digital transformation expedites timeframes and shares content differently. Staff for the Extended Enterprise Second, and more strategically, is a rare chance to consider new business models and organizational approaches to restaffing your business later. Currently the industry is heavily dependent upon contractors, who share accountability and significant responsibilities to deliver new builds or manage aging assets. Moving forward, viewing the industry in light of an extended enterprise model means an opportunity to build smaller organizations and increase partnerships. While outsourcing might never reach the levels of the automotive industry, there is opportunity to reshape. For companies who identify core competencies, such as extraction, any auxiliary services could be structured as outsourced roles rather than as employee positions. This builds more flexibility into handling future downturns. For any manager who has had to personally let staff go, it could be priceless to avoid the pain of job cuts (not to mention the pain for loyal employees losing their jobs). Think Globally, Act Locally New hire staffing can also be considered differently if you approach the downturn as a chance to build out your future extended digital enterprise. Complex work, with significant health and safety considerations, will always still have to be completed. This raises several actionable areas. First, without veterans to learn from, the enterprise reliance upon content management will be all the more important. Beyond keeping equipment running safely, having your content available digitally will enable faster onboarding and time-to-productivity – at least for the humans you hire, if not the robots. Second, your new hires may expect mobile access to tools, modern applications, and a highly collaborative style of getting work done. For those of you still clinging to paper, it will be difficult to attract the best and the brightest. Consider as well where you can use automated tools that reduce excessive human overhead, and keep new hires in roles needing critical thinking or analysis. Third, and perhaps more important as you consider the industry’s place within local communities and the global stage, is your ability to improve environmental impact metrics. For many new hires, green causes are driving their interest in working for energy companies like solar or wind. Finding ways today to start reducing your company’s environmental impact (no more paper, for example), and better serve your local communities will help with recruiting. Time to Reinvent In summary, cost-cutting can only go so far, and now is the time to reinvent. Start with low hanging fruit like organizing and digitizing critical content. Then map plans for a digital extended enterprise that works more efficiently, perhaps with a smaller employee footprint, but a greater presence through modern connected tools and content.

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The Season of Thanks

Thanksgiving is the occasion that always signifies the beginning of the holiday season in some regions of the world, including here in the US. I think it’s very appropriate that the first thing on which we focus as we enter into the holidays is being thankful. Thankfulness is a globally relevant idea. It engenders grace, humility and reminds us to not take all our blessings for granted amidst our fast paced business lives. While this is a business conversation, first and foremost we must be thankful to our families and friends who provide the very foundation on which our business lives rest. We must thank them for their generosity with our time that we devote to our work lives. Today, I am also thankful for the fantastic and unique road that we with the Enterprise Content Division (ECD) have traveled over the past year. When we began 2016, few people could have anticipated what the future had in store for our organization. But in so many ways, the journey we have taken together has brought us closer and made us stronger both as a team and an organization. So, to start the holiday season, we’d like take a moment to express thanks for the following: • First, of course, we are extremely thankful for our team. Time and again through the year’s transformation, we’ve received glowing compliments about our tenacity, industry knowledge, innovative mindset and customer focus. These are all things that allow us to feel very confident about our future together in seasons to come. • We are thankful for our partner community. Our partners have not only joined with us in a renewed commitment to delivering superior results to our customers, but have also maintained a focused commitment to providing a superior customer experience all along the digital transformation journey. • We are thankful for our customers. They have been our thought partners and have continued to challenge us to get better. They have also been able to see beyond market noise and have maintained faith that ECD always has and will continue to provide the solutions that will best support their digital transformation and content management goals, both now and into the future. • We are thankful for those who joined us at our Las Vegas and Barcelona Momentum events and Customer.NEXT roadshows. The support and collaboration that so many of you brought back to us was great inspiration and confirmation of our efforts to provide the best user experience in the industry. We’d like to wish you all the happiest of Thanksgivings, as well as a holiday season that is as full of blessings as the ones for which we are so grateful.

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Empathy Resonates in Chicago at the DX Summit

empathy

Empathy – If there was one word I heard more than any other at the recent DX Summit in Chicago, it was this one. Not something I expected at, what on the surface, appeared to be a technology conference. The Digital Experience Summit billed itself as the place to discover the strategies, technologies, and thought leadership that deliver game changing digital experiences. The Digital Experience showcase area included booths and displays from many leading companies with a range of Customer Experience solutions, including OpenText highlighting our Customer Experience Suite. Why in this technology-driven environment was such an emotional word ‘Empathy’ so prevalent? What do we mean by empathy? The dictionary defines it as the ability to understand and share the feelings of others. As many of the speakers at the conference pointed out, in order to provide an exceptional customer experience you need to understand your customer, their needs, and the context within which they operate. In short, it doesn’t matter what technology you employ to manage and deliver your customer experience if you don’t also have a degree of empathy – without it you will never fully engage the customer. Understanding the need for empathy is a definite step in developing a level of Customer Experience Maturity, and it was one aspect, among many, that was discussed in our own conference session on “The Redefined Customer Journey.” We had a great turnout for the session with a standing room only crowd as we presented many of the ideas and concepts covered in some of the previous blog posts around the idea of the Continuous Connected Customer Journey. As part of the session we also introduced the idea of a Customer Experience Maturity Model, that will be the subject of an upcoming white paper, and were delighted to see many of the session attendees participate in a short interactive questionnaire as part of the exercise. Thanks to everyone who attended the session, or visited the OpenText booth where we had some great conversations and were energized by the number of companies who are treating the delivery of an exceptional customer experience as a strategic goal.

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Banking Trends from SIBOS: Technology Solutions to Tame Rampaging Workflows

banking trends from SIBOS

Editor’s Note: Gerry Gibney, Senior Industry Strategist at OpenText and resident expert on the financial services industry, was recently interviewed on the banking trends and technical needs he discovered at SIBOS (the annual trade show hosted by SWIFT, provider of global secure financial messaging services).  I always come back from SIBOS having learned new things, it’s one of the largest banking events in the world and this year, one of the big topics was domestic payments. Many people aren’t aware that for large banks, corporate internet banking payments represent around 24% of their revenue. They benefit from payment money while it is in their hands and they can charge fees for the payment services. It’s a big market because payments have to be made, whether regular payments such as rent and utilities on buildings or one-time money transfers. And they add up. For bigger banks, we’re talking several hundred million dollars each. Of course, they would prefer to keep that balance in their bank or extract it over time. I see a big role for OpenText here. Our BPM solution can be deployed to help with business networks, so banks can manage the workflow, the processes, and the controls. Managing the controls is important because with the SWIFT processes (payments and messaging), issues include: Who is authorized to send the money? Who else can do it? Who else can approve it? What if that person leaves? How do we add them into the system or remove them? Automating Banking Workflow Our own experience at OpenText is typical. Every year, our company  goes through the payment permissions updating process. What do we need to know? What do we need to get? How do we get it? Where do we apply it? How many accounts are responsive? Doing business in, say, Hong Kong, Shanghai, or Japan, we may have 10 or 20 people with different signatory levels, each needing to sign an eight page statement. Eight pages times 10 people, every year, for every account – that’s 80 pages per account every year, and that’s typical of many companies. A company might well have several hundred accounts with just one bank, and this has to be managed every year, with ever changing rules, like regulators now requiring the CFO’s home address for example. Another workflow example is client onboarding, which has to be done every time. Even if the customer has 200 accounts and they want to add number 201, you still have to go through the onboarding process. So all the information is out there in different places, who knows how well protected it all is? OpenText’s security capabilities, our ability to add workflow, control workflow, minimize, and automate it, adds a lot of value. OpenText is also a SWIFT service bureau. We help with payments reporting, via EDI and our Business Network, to enhance what banks do. We help banking in many areas, across all our solutions – for example, with analytics, on the content side for unstructured data, or helping with records management, which is strong on compliance. With embeddable analytics we can gather all sorts of information, whether it’s for bank employees internally or their clients and customers. This information can be transformed into reports, perform sophisticated analysis, and help companies find new ways to get revenue from it. It can also help to track things more efficiently, comply with government regulations more easily, and improve bottom line without increasing operating costs. In summary, it can be a tremendously powerful component of a bank’s overall offering. The second half of this interview will be published next week.

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The FAQ of Contact Center Analytics-Driven Agent Scoring

contact center analytics

As I travel the globe helping to educate customers and prospects on the benefits of speech analytics, one of the most commonly asked questions I am asked is the role of analytics in coaching. There are questions related to cost, functionality, accuracy and technology, however, most often business users ask about day-to-day application of the solution. As the topic of analytics-driven scoring is so new, questions are just starting to be raised on the topic, so I’m taking the opportunity in this blog to address the top five questions we received during a recent webinar. If you haven’t yet listened to the CRMXchange-hosted webinar “Agent Evaluations: The Cherry Picking Dilemma,” you can access the recording on their website here. In addition, you can read about the solution on one of my previous blog posts. Now on to the answers for those top five questions below. What is the OpenText product offering for speech analytics, and how can I learn more about it? Our speech analytics solution is called OpenText™ Explore, and it enables analysis of call recordings and chat sessions in combination with behavioral data from social media, blogs, web forums, and worldwide news coverage. Explore mines this rich data dynamically for underlying meaning, and you can read more about this industry-leading analytics solution here on our website. I know that speech analytics can identify call recordings for evaluation, but are you saying analytics can automatically assign an agent score based on words or phrases? Yes. With OpenText™ Qfiniti AutoScore – our newest addition to the OpenText™ Qfiniti workforce optimization suite – the results from speech analytics are scored based on a configurable scoring engine. Specific behaviors are defined by you, and each recorded interaction is given a score based on those characteristics. For example, you could define a scoring template of all the ways an agent should perform an upsell, and an agent would be given an “Upsell Score” for each interaction. Scoring can also be configured to simply score if a specific behavior did or did not occur. Does Explore provide trend reporting on an agent’s performance? Yes, it provides reporting that includes trend reports by agent and by team. Agents need to see progress, and, as you know, this is an integral part of effective coaching. Can Qfiniti AutoScore perform analytics based on specific parts of the call? For example, beginning versus ending? All of the results generated by Explore are time stamped, and this metadata makes it possible to determine the specific moment in a recording when a word was spoken or a sentiment factor occurred. Automatically scoring a behavior based on a specific time of the call is a very interesting idea and something we are investigating for a future release. What if my company doesn’t have a speech analytics tool? Speech analytics has been providing significant, actionable contact center insights for over a decade, and advancements like analytics-driven scoring are a great way to develop a business case for speech analytics. Start by looking at all of the QA tasks your team does today, determine which interactions could be scored automatically, and then determine the time saved that might be spent more effectively on additional coaching. No agent wants to be evaluated solely on a “cherry-picked” call and by broadening your coaching approach through automated scoring of every recorded phone interaction, you can reduce QA costs while improving agent engagement. Keep in mind, too, that a tool like Qfiniti AutoScore solves your issues of attaining statistical significance in your QA process. Speech analytics is the basic building block for making this happen, and our team can help you develop a compelling speech analytics business case if you need one. To sum things up, the OpenText WFO Software team is excited to bring Qfiniti AutoScore to market, and the interest in automated scoring that we’re hearing from both prospects and customers indicates that the contact center market is more than ready to embrace this new workforce optimization (WFO) technology. If you’re interested in learning more, you can email us at OT.WFO.Software@opentext.com to schedule a demo.

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OpenText Named a Leader in the Gartner Magic Quadrant for ECM Again!

enterprise content management

The more things change…” OpenText has been recognized as a leader in the Gartner™ 2016 Magic Quadrant for ECM—for the 13th year in a row. Now, being recognized as an industry leader every year for over a decade is no easy feat in the rapidly changing software sector. Trends come and go, new technology replaces existing benchmarks, business models evolve, even the attitudes and approaches of end users morph over time. Researching and developing Enterprise Content Management solutions that keep you ahead of the curve for that amount of time is a huge achievement. But that’s just part of the reason we here at OpenText are thrilled to once again be recognized by the highly respected analysts at Gartner. This year’s Gartner 2016 Magic Quadrant for ECM accolades are especially rewarding for us, given that the rigorous evaluation process centered on the ability to execute and completeness of vision found in our new OpenText™ Content Suite 16. In our opinion, OpenText is on target in offering a new generation of ECM solutions that meet the needs of digital organizations. It’s Time to Rethink ECM–and what Success with ECM means Our belief that the very concept of ECM has to change is central in this. Yesterday’s definition of ECM is no longer sufficient to meet the needs of tomorrow’s enterprise. Simply viewing an ECM platform as a one-way repository for information storage and compliance doesn’t cut it anymore. Digital enterprises, and the knowledge workers that drive them, need so much more from technology in today’s digital environment: Effortless, light-touch collaboration is now critical, and increasingly decentralized business functions have created siloes of hidden-gem data that need to be bridged for information to flow freely to those that need it. A new generation of ECM technologies must facilitate this. They have the sharing and social capabilities to be the enterprise standard for collaboration. They have the integration capabilities to act as a central information hub, using metadata to push information in the right context at the right time to those who need it to enhance productivity. They have the ability to automate governance for security and risk management. This new approach to ECM is so pivotal, we believe Gartner amended their internal definition of what comprises an effective ECM platform in today’s digital environment. As a result, the 2016 MQ had two fewer leaders compared to the previous year resulting in a decrease from six to four. So, yes, the ECM landscape is definitely changing. And OpenText is proud to be recognized as a leader in this new era of information management. Regardless of your current ECM position, analyst reports provide excellent insight into the evolving state of the industry as well as in-depth analysis of the major vendors. They’re pretty much required reading for anyone involved in ECM. Take some time to download them here, here, and here. Then, start your own journey to ECM success by exploring the OpenText™ Content Suite. 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. This Gartner document is available to download here.

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Momentum Barcelona: Where a Spark Becomes a Fire

Momentum Barcelona

Momentum Barcelona 2016 – after every Momentum, I am given the unenviable task of trying to recapture each amazing iteration of this event in vivid detail, to effectively recount the keynotes, the various breakout sessions, and all of the fun and community that make Momentum such an amazing event for our customers, our partners and, yes, our employees. So, while it may be nearly impossible, let me take a moment to relive Momentum Barcelona and to celebrate the return of this great event to Europe. For those of you that were unable to join us for Momentum Europe, I’m truly sorry you weren’t able to experience the incredible atmosphere and beautiful location that is Barcelona. What an incredible city in which to host our Momentum Conference, full of history, life, vitality and, of course, never-ending fun. I can’t think of a better backdrop for an event that celebrates our customers and their successes with our technology. And, to the more than 800 registered attendees and, in particular, our customer and partners, I want to simply say thank you for sharing the experience with us and helping to make it an event that practically defies description. Before I get into the highlights of the conference, I also wanted to share with you an observation from one of the sessions this past week, a view that the team from the Enterprise Content Division has long had an undeniable spark, a spark that seems to burn even brighter during important times like Momentum, and in particular, Momentum Europe. You see, at events like Momentum or our Customer.NEXT roadshows, we are at our best, surrounded by the customers and partners that have made ECD great. We are with our “community.” Better yet, we are amongst friends. During these moments, this ECD community has achieved incredible success, building upon the present and always looking forward to the future. The reason is clear: it’s because each of us – customer, partner and employee – shares a common goal, as well as the commitment to see one another succeed, to realize the incredible value that organizations can achieve working with our technology. This is the spark we experienced this week, one that has continued to burn brightly through all of the years and across every Momentum. And, as we look toward the end of a very eventful year, we’re also looking toward the amazing opportunities that lie before us to fan this flame into an even bigger blaze in the years to come. Perhaps never before has the name Momentum been more appropriate for our conference, or for our organization. This is evidenced by all of the activities and announcements that accompanied this year’s Momentum Europe. As you likely know, at ECD, we are focused on digital transformation and enabling our customers to achieve true competitive advantage in this digital age. You probably also know that much of the rest of the industry has recognized our vision and is now beginning to share our understanding of the importance of enabling transformation. ECD has continually delivered on its promise of providing a complete content strategy and set of solutions that will enable our customers to achieve their transformational goals. At Momentum Barcelona, we launched groundbreaking new solutions, including new LEAP apps and the  new LEAP Platform, as well as the next release of InfoArchive, InfoArchive 4.2, which brings exciting new capabilities for our Financial Services customers (on the heels of the recently announced InfoArchive 4.1/Clinical Archiving 2.0). We also provided a number of exciting updates to our Documentum products that make them easier than ever before to deploy, upgrade and manage in hybrid environments. Finally, we shared updates on a few of our industry solutions, designed to meet specific vertical needs, including new features in the Documentum Asset Operations 2.1 that offer compelling opportunities for the Energy and Engineering industries and Documentum Life Sciences Suite 4.2 , which now provides support for medical device documentation, as well as enhanced features for pharmaceutical organizations. And this is really just the beginning. Momentum Barcelona 2016 also featured three entertaining keynotes, starting with the opening keynote with Rohit, Muhi Mazjoub from OpenText, and three customers who shared how our products are enabling their digital transformation. Our second keynote included two analysts from IDC, Roberta Bigliani and Max Claps, and focused on key trends in Digital Transformation. And the climactic, closing keynote featured noted futurist, Beau Lotto, who offered an exciting vision of things to come. Other highlights of Momentum Barcelona included: 750+ Labs completed, with customers working directly with our technology 748 #MMTM16 mentions 439 Momentum app downloads 300 attendees at our Momentum Partner Summit 200 Hack-a-thon participants 200 Partner Summit attendees 146 trees planted 87 LEAP personality quizzes completed 65 hours of Product & Industry sessions 54 1:1 meetings with media and analysts 33 Life Sciences user group attendees 30 Genius Lab sessions with our Professional Services team 26 customers speaking in sessions 25 partner sponsors 9 Mo & Tim videos recorded 8 sessions dedicated to LEAP 6 partner innovation award winners 1 President’s Award winner for Customer Satisfaction And, just so you don’t get the impression that we were all business, one surreal party But, for those of you who may already know those details, our valued customers and partners, thank you again for being with us at Momentum Barcelona. If we missed you this time, we sincerely hope to see you at one of our future events. It’s a very exciting time for ECD and we can’t wait to share it with you. The spark has ignited, the flame is growing higher, and there is room around the fire for everyone. Congratulations and thank you, everyone, for a fantastic Momentum 2016 in Barcelona!

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OpenText Live Webinar Series – Upcoming Schedule

OpenText Live Webinar Series

We are fast approaching the holiday season with the New Year peeking just around the corner, but before you get swept up into the hustle and bustle of this “most wonderful time of the year,” we at OpenText™ Live invite you to check out a few webinars that we have lined up for November and December. With the latest release of OpenText™ Release 16 Enhancement Pack 1 (EP1), our Experience Suite has undergone major changes with the additions of powerful Customer Communications and Experience Management solutions such as TeamSite, Exstream, MediaBin, Qfiniti, Explore and more! These enhancements mark the revolution of customer communications in the digital world, and we want to give you an exclusive first hand look into what these solutions can offer your business. November 15: OpenText™ ECM Content Migration (11:00AM EDT) Need help migrating ECM content? OpenText partner FME demonstrates best practices in this webinar. We’ll show you: – Migration and upgrade best practice pathways to OpenText™ Content Suite 16 – Cost savings with migration-center for your content migration – A short live demo Register here November 29: Convert Correspondence into Engagements with OpenText™ Communications Center (11:00AM EDT) Learn more about OpenText Communications Center and its enhanced interactivity with other OpenText product suites including Content Suite, Process Suite, Business Network and Analytics. Turn engagement into insight. Register here December 1: What’s New in OpenText™ Digital Asset Management? (11:00AM EDT) What’s new for OpenText Digital Asset Management (DAM) and the Enhancement Pack 1 (EP1) release? If you’re using Media Management or MediaBin, you’ll want to check out this session to find out what our Product Management team has in store. Learn about the latest features and product strategy. Register here December 6: The Latest Innovations in Exstream 9.5 and Delivery Manager 3.0 (11:00AM EDT) Join us for an overview of Exstream 9.5 which was announced late September and Delivery Manager announced in October. Product experts will be showing live demonstrations. Register here December 8: Syntergy Content Sentry: The Next Generation of Data Loss Prevention (11:00AM EDT) OpenText partner Syntergy will demonstrate a new Data Loss Prevention (DLP) solution for OpenText™ Content Server. The capabilities of this powerful solution allow it to learn what constitutes normal activity for users and what alerts or triggers automated policy reactions when suspicious activity is detected. Register here  December 13: How the Contact Center is Driving the Customer Experience (11:00AM EDT) Attend this session to learn more about OpenText™ Qfiniti and how Workforce Optimization (WFO) solutions are monitoring the customer experience through call recording, coaching employees, measuring the Voice of the Customer (VoC), and leveraging powerful analytics to make every interaction the best it can be. Register here December 15: OpenText™ CEM Strategy Update for WCM Products (11:00AM EDT) We’re creating a powerful new Website Content Management platform, and we want you to learn all about it. With the release of Enhancement Pack 1 (EP1), the WCM platform welcomes OpenText™ TeamSite to the mix, rounding out an effective customer communications program that surpasses the industry standard. Register here The OpenText Live team is committed to delivering content that keeps you updated on the latest OpenText product releases, trends and demands within the digital world as well as demos that exemplify the best solutions features for your business. Communicate directly with the experts and receive the technological know-how for implementing and managing your OpenText products. All of our webinars are recorded and available to registered customers at My Support. Visit our website for more information or sign up to receive weekly invitations to our webinars.

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A Digital Government Blueprint in the Era of Connected Cities

digital government

Cities across the globe are adopting new digital technologies to improve the lifestyle of its citizens. Dubbed as Smart Cities or Connected Cities, places like London, Seoul, New York and Dubai are increasingly making use of digital platforms like IoT, Robotics, Drones and 3D Printing to break the norms of services offered to their constituents. These technologies are being used for autonomous street lighting reacting to changing weather conditions; for search and rescue operations in the event of a disaster; dispatching medical supplies for the injured in remote locations and 3D printed buildings. Cities are no strangers to the challenges faced by many in Europe and the rest of the world. Starting with an aging population that is impacting budgets and resources; infrastructure in need of continuous maintenance; growing immigration challenges; not to mention risk of economic stagnation and increasing unemployment rates. Also to note is that these smart city programs are seldom a part of a broader, all encompassing Digital Transformation action plan on the Federal or Local Government level. Some of them are running side-by-side country-wide modernization efforts, but the connections are loose. This leaves the way to a Digital Government Agenda that creates public value for the greater population; taking into consideration that the cornerstone of a Digital Strategy has to be the Citizen, his Data and the Services to be offered to him. The aspiration of this agenda will ultimately be to move from analog processes that come with long service delivery times; lowering TCOs of current systems to give way to new innovative solutions and balancing between information transparency and privacy to cater for Open Data initiatives. To that end, there have been many guidelines to which strategies should be opted for on the journey towards Digital Transformation. Four recommendations are presented here in what I call the Digital Government Blueprint. These focus on the essential ideas without which a Digital Government Strategy is not complete. Information is key to Better Decision Making Governments that build a data strategy covering various angles of the citizen’s daily life, will be able to aggregate enough of it to be able to leverage Analytics to unlock significant decision making power. Adjacent to that, with the proliferation of social, new data types are emerging that need to be managed to better understand citizen expectations. Aggregating all these data types and more will empower governments to rethink their policies in a way that addresses citizens’ needs first and foremost. What this also provides is an opportunity to uncover areas of fraud, waste and misappropriation of budgets. Building a Citizen-Centric Digital Platform Transforming processes into a “Citizen-Centric” service model will render them more effective as services are redesigned from a citizen perspective. By adopting mobile platforms and turning towards an Open Data model, governments are able to score points in accessibility and openness. These are heightened even more when citizen engagement is undertaken, creating an opportunity to gain insights on service level acceptance; establishing trial programs for service adoption and launching new “Digital First” services that citizens need and will embrace. Adopting a Digital-by-Default Service Delivery Strategy Mobile-ready, always-on Digital Services designed with context and convenience in mind will promote value for money to encourage citizens to follow the path of a more intuitive service delivery approach. Public sector agencies should therefore start to transition existing services and paper-based processes to a Digital Platform and develop these services in partnership with citizen representatives, private sector and NGOs to ensure inclusiveness and broad reach. However, an integral part of successful service delivery is having a workforce that is skilled in the use of digital technologies; which imposes a need for updated training programs and incentive schemes. Finally, where appropriate, the implementation of these Digital Services should be in a way where data can be made openly available in support of a government’s initiatives around Open Data and of citizens’ demands of transparency reports on government effectiveness. Governance Framework to Optimize Information Value As efforts are exerted to avail more information for public use, data governance challenges arise. As Open Data models begin to form, new data sets get created to be used by local governments and the private sector for new apps and services. This presents an opportunity to monetize this data; but again not at the expense of a lack of governance. It is therefore crucial that governments are able to strike a balance between trust/transparency from one side and privacy/security from the other. Creating a Citizen Digital Identity can be the first step towards achieving this. Personalized access, authentication and monitoring will allow citizens to have consent on what data can be shared. This will also assist Federal Governments in creating data security standards that can be tailored by local agencies according to the needs of their constituents. So go back to your organization, what does Digital Transformation mean to you? And how will you take the first steps? We know that governments around the globe have different priorities based on their citizens’ needs; does this blueprint allow you to meet these priorities?

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Life Sciences: Information is the Next Big Thing

Life sciences digital disruption

Before the digital era, the Life Sciences industry was all about the “next big thing” – the next drug, the best medical device, the new technology for procedures. While this is still the case, organizations are now also looking for the “next big thing” inside their existing information – to discover new strategic indications and uses, see patterns via analytics, and much more. But this means they must have control of, and visibility and access into, their content. By putting content into the right context, organizations can unify end-to-end processes and tap into the value of content throughout the process, resulting in better business decisions, faster time-to-market, and higher-quality products and customer service. This is the essence of digital transformation. Mike Shanler, Research VP from Gartner, says that at its most basic level, digital transformation is about getting away from “paper-based decisions”.  I believe digital transformation is also about letting technology do the heavy lifting to make digital decisions faster, easier and more impactful. Life Science organizations may need to embrace digital transformation more than any other industry, due to the complexity of their end-to-end processes, the rigorous regulatory requirements imposed on them, and frankly, because often lives are at stake. The Life Sciences industry has probably the greatest motivation – and perhaps the biggest responsibility – to ensure that they’re digitally transforming today to improve patient outcomes, while improving the bottom line. Digital transformation has a multi-faceted impact on Life Science organizations, such as: For Clinical, it helps companies bring information together to help make quicker go/no go decisions and apply analytics to clinical data to help discover new indications for existing drugs For Regulatory, it enables businesses to more quickly create, review and approve regulatory content and submit to agencies to speed up approvals, as well as provide a single view of all regulatory interactions associated with a submission For Quality, it gives organizations visibility into understanding whether a change to manufacturing (specs, methods, vendors etc.) creates a need to re-submit to agencies Ultimately, if Life Sciences organizations do not remedy these issues through digital transformation, they will be disrupted by organizations that have transformed and will beat them to market. We provide value by helping customers all along the digital transformation continuum. Whether the focus is on clinical, regulatory or quality, we can address today’s challenges with a suite of offerings that meet today’s demands and allow for expansion and scalability. This also enables organizations to realize the value achieved on a smaller scale, while laying the ground for the future. As with any major change in an industry, digital transformation will have winners and losers. Those who are willing to tackle information as “the next big thing” and address it head-on will reap the benefits. Even in highly regulated industries like Life Sciences, digital will be the path forward. So it’s critical to ask your organization, “Are we ready to transform?”.

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Measuring the Redefined Customer Journey

redefined customer journey

“You can’t manage it if you don’t measure it,” has been a business cliché for decades. It’s not a sentiment everyone agrees with, as not everything worthwhile can be measured; but measurements can provide useful insights to trends and behavior patterns. So how does measurement (or lack of it) relate to the redefined customer journey I’ve been blogging about over the last few months? So far we’ve looked at four different aspects of the customer journey: the customer perspective, company activities, departments, and the systems involved. The final level examines the means to measure and manage the return on the investment in a continuous customer engagement strategy by linking various key performance indicator (KPI) metrics to different stages of the engagement. Typical measurements used in the various stages of the customer journey include KPIs such as: Net Promoter Score: NPS is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale Revenue: The income that a business has from its normal business activities, usually from the sale of goods and services to customers Total Cost of Ownership: TCO is usually a summation of the total cost of acquisition and operating costs plus any costs related to replacement or upgrades to a product at the end of its useful life Return Rate: Usually expressed as a percentage of the number of products sold that are returned Call Resolution Time: Within a support group, this measures the elapsed time between a customer reporting a problem and the issue being reported as being resolved. Most support groups have target resolution times to meet, and the duration of those target may vary depending on the customer’s status Churn: Measures the proportion of contractual customers or subscribers who leave a supplier during a given time period. It is a possible indicator of customer dissatisfaction or issues with the overall customer experience Likes / Impressions: Usually a collection of Web and Social Media metrics such as page views, followers, and the number of posts that receive comments, likes, or are shared online. All of which contribute to an overall Brand Equity, or a measure of how the overall brand, its promise, products, and experience are perceived This is not an exhaustive list above, you may be using other ways to measure and manage customer interactions. Yet whatever measurements are used they tend to be the indicator of success (or failure) for individual operational departments or groups, and rarely, if ever, looked at in a holistic way to provide and overall measurement of customer satisfaction. It’s possible that you could be scoring highly in specific categories, yet still deliver a poor overall customer experience due to a disconnected journey. By looking at customer related metrics as part of an overall ecosystem rather than separate KPIs it allows you to develop a clearer picture of a customer’s overall journey and their lifecycle value.

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Fighting Fraud Through Better ECM

Fighting Fraud

Headlines these days often point to data security cases such as the breach at Yahoo!, affecting millions of users. But in the financial services industry, including insurance, it’s not just about data theft. It’s about fraud. As we continue to drive implementations of InfoArchive, there is a very positive use case emerging that I think is worth blogging about – fraud detection. In particular, the ability to search many content types to perform forensics and analysis. This can turn up insider employees siphoning funds, or external parties manipulating processes for financial gain. Either way, the ability to digitize content and leverage it to protect yourself seems an essential skill in our digitally-transforming economy. How can you get started? Here are three suggestions:  1 – Capturing Content Take a look at your current methods for capturing content as it comes into your organization. Are applications filled out online? Is there a bot on your web site asking for information? Are you using webcams and video, or online voice collaboration? Don’t forget to consider how and where smart phones or devices can be leveraged for first point of capture. Understanding how your stakeholders naturally communicate with your enterprise may turn up new types of content formats. Assessing these for today’s use, then projecting where you expect interactions to grow – say, more voice-collected information – can solidify your requirements. This can help your architects better align recognition, extraction, and classification technologies to fit your fraud detection use case. 2 – Retaining Content One of many reasons I love the idea of extreme archiving is that the right content is always there when you need it. Nothing is worse than detecting some type of financial fraud, and finding you have no pools of content or history to investigate it and recover damages. Regulatory compliance will require you retain content long-term, so might as well leverage the same effort for multiple benefits and use cases. Start by designing a content retention component into your content management strategy. Consider disaster recovery needs and compliance requirements, and the content formats you discovered in step one above. 3 – Searching Content Perhaps one of the most important considerations for the use case of fraud detection is search and query capabilities. It’s one thing to be smart about what content you can find and save, and quite another to search it quickly when something serious happens. (Just ask Bangladeshi bank officials, who realized only too late they had transferred billions of dollars to hackers). Consider where your investigators may be physically located, and what types of devices they may use to query your content. Of course, run through multiple scenarios to ensure the right combination of content format, syntax, language and other search nuances are available to aid in their investigation. Fortunately the financial services sector is already investing in fraud prevention methods. Considering OpenText as part of your fraud detection strategy can deliver a solid ROI on content management solutions, while reusing the capture, retention and search tools you need anyway for managing regulatory compliance. How are you leveraging OpenText for business benefits such as fraud detection? Share your feedback below.

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