Documentum

Thoughts From AIIM 2017 – and the Heart of ECM

ECM

Social media has changed almost every way that we interact. Even volunteering for extra work in your own company. Not three minutes after I tweeted that I was not going to attend AIIM this year, I received an email asking if I was serious about wanting to attend. It was a sly way of getting me to volunteer for three days in the booth with OpenText, but to be honest, I was glad to have the chance to do it. The AIIM conference is a great place to reconnect with industry leaders and customers to take the pulse of the ECM business. With all due respect to those who title blogs to the contrary, the heart of ECM is still beating In technology we cling to acronyms the way a shipwrecked sailor holds on to driftwood. ECM is no different. It has defenders and no small number of detractors who argue for its replacement. I am of the opinion however that we spend far too much time debating what to call it than actually doing something productive with it. Fortunately there were many very productive conversations at AIIM 2017. This year, AIIM was especially important because it was one of the first opportunities to talk to free range customers about the acquisition of Documentum by OpenText. For Documentum customers, the message is clear – your investments are safe and these are not products that will simply sit on the sidelines. To do otherwise  simply does not make good business sense. Similarly AIIM was an opportunity to give some OpenText customers a first look at what new toys are in the box for them to explore like LEAP and InfoArchive. After attending this conference I can see no value in replacing, retiring, or even updating the acronym ECM. It is good for what it is in the right context. That said, OpenText is not just about content. Look at the home page and you will find we talk about Enterprise Information Management. It is not an either EIM or ECM situation but rather one is inclusive of the other. In the keynote John Mancini suggested moving away from Enterprise to Intelligent Information Management as a way to describe what we do. I like the use of the Information but I do not know anyone who would want Unintelligent Information Management so the message may not be as clear as it seems. More semantics. Going beyond semantics – Content Services What does change the conversation is the idea of Content Services and it was a frequent topic in my discussions. At some level it is really the same thing, but I do believe this is a shift in thinking. As you define your business challenges and understand how content is part of them, a services design mindset is fundamentally different from the past approaches. Content services suggests a repository agnostic, API defined transactional model rather than the enterprise platforms driven by traditional ECM. You can obviously solve many of the same problems with both approaches but the model suggest CS would be more nimble, responsive, and dare I say, a less expensive option over time. The balance we must strike moving forward is how to thoughtfully migrate content workload into this model without sacrificing past investments in content systems and the information they contain. Decomposition of a problem into meaningful segments that can be solved with discrete solutions made up of common services is new in ECM. The monolithic systems of the past were driven (by customer demand in many cases) to solve every conceivable problem in a single offering. We can eventually provide all these services in the cloud in products like LEAP, but it is important to note that this does not need to be a rip and replace strategy. Many existing systems can also be engines behind some of these services for those not ready to make that jump, while keeping their existing systems up to date. Content services is not just another term for cloud delivered ECM or EFSS. In building cloud ECM, some have confused user influence over the buying decision and adoption with ownership of the information assets themselves. The “E” in ECM seems to move from “Enterprise-managed” to “Employee-managed.” While this design focus has had obvious benefits in experience, it sacrifices a critical point. Ownership of the content. Ultimately, does a user or a process own the asset. The last time I spoke at this conference was in 2011 and pointed out even then that we needed to “appify” our existing ECM solutions. The context then was part of a mobile content management experience. This is, in fact, what products like LEAP are doing at the layer above content services. Regardless of your acronym of choice, it is an interesting time to be a part of the AIIM community and the OpenText ecosystem.

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Documentum and OpenText for Life Sciences – Moving Beyond FUD

documentum

Now that a couple of months have passed since the ink dried on the OpenText deal for Dell EMC’s Enterprise Content Division (ECD), I thought it was good time to offer my viewpoint on what this acquisition means specifically for Life Sciences. Some have questioned OpenText’s commitment to Documentum and future investment in the platform. Some have questioned the amount of investment that will be made to product/solution enhancements and innovation. However, only OpenText has the depth and breadth of Enterprise Information Management (EIM) solutions that can deliver the future that Documentum customers deserve – while offering a whole series of synergies for existing OpenText customers. Sir, step away from the FUD… I don’t want to dwell too much on the past but I’d be sharing no great insight to say that Documentum was never a perfect strategic fit for Dell or EMC. EMC had made it explicit that continued investment in the platform might be limited. It was an open secret that the company would look to divest itself of ECD. The only question was to whom. Many industry experts had suggested that the venture capital route was most likely, but this would always have left the shadow of future disintegration and sell-offs of the Documentum solution set. OpenText offered a completely different approach. Our solution sets are complementary and together offer a path to further develop and innovate in the ECM space. Our competitors – even those that have tried to spread some FUD (fear, uncertainty, doubt) – would struggle to suggest that we are not a perfect fit. More importantly, the OpenText deal ensures the investment that the Documentum platform requires to fulfill customer needs. In technology solutions, as we are all acutely aware, if you’re standing still then you’re going backwards. It would have been unthinkable to let that happen to Documentum. In reality, this deal marks the end (not the continuation) of the uncertainty about Documentum’s future. Where do we go from here? The Documentum Life Sciences Solutions Suite was the pinnacle of EMC’s approach to take a solutions-based approach to delivering on customers’ pain points. I’m afraid the first thing we’ve done you may find fiendish. We’ve put the word ‘OpenText’ in front of it! The next thing we’re doing is setting out a roadmap to ensure the platform meets your needs today and into the future. We’re doing exactly the same thing with other ECD product sets – such as LEAP – so that existing Documentum customers can be reassured that our solutions will always remain a strategic investment. But, as I said, standing still is going backwards. Our belief in the Documentum platform was only part of the reason that OpenText was interested in this deal. Our strategic direction has long been to assist our customers to access the full potential of EIM. This means bringing ECM together with enhanced records management, analytics, and BPM into a single, coherent, end-to-end platform. We believe that this approach is the only way to fully release the value of information held within an enterprise and provides the foundation for Digital Transformation. Life Sciences companies can select (or maintain) either the OpenText or Documentum ECM platforms and expect to receive the same level of native integration into OpenText’s Discovery, Case Management and Customer Experience portfolios, as well as industry-specific solutions, reflecting our combined decades of experience and best practice. Bringing immediate value to customers Beneath this strategic direction, there are a number of actionable synergies that can immediately benefit both OpenText and Documentum Life Sciences customers: Extended solution portfolios – In areas such as analytics and B2B integration, existing Documentum customers can build out the capabilities of the Documentum for Life Sciences Solution Suite and leverage best-in-class OpenText solutions, such as Marketing Content Management for Life Sciences. Existing OpenText customers can benefit from ECD solutions such InfoArchive. Enterprise Application Integration – OpenText’s close relationships within its partner network introduce seamless integration with enterprise applications such as SAP, Oracle, Salesforce, and Microsoft for Documentum customers. Cloud and IaaS – The OpenText Cloud delivers the ideal platform as Life Sciences companies to transition from on-premise to Cloud-based solutions. You have the confidence that you are with one of the world leaders in Infrastructure as a Service (IaaS). I know it is natural to be cautious when large deals like this happen – and only time will show that what I’m saying will happen – but I’d like to think that you are as excited as I am about what this means for current and future customers. To summarize, the OpenText Documentum for Life Science Solution Suite has the investment it needs and a talented team to drive its functionality forward. Additionally, we’ll continue to help Life Sciences organizations realize the potential of EIM to deliver the real benefits of Digital Transformation. If you’d like to find out more about how this new union will affect your organization, please contact your Account Executive or click here and someone (maybe even me!) will call you. In addition, OpenText will be unveiling its strategic plans in more detail at this year’s Enterprise World, in Toronto, Canada, where we will have a full Life Sciences program designed to help maximize your investments in OpenText (including Documentum) platforms.

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The Future of ECM is Coming Into Focus: Here’s Where to Start

ECM

Enterprise Content Management (ECM) is changing. It’s an idea everyone involved in content management has heard with increasing frequency over the past couple of years, and it’s driven by the reality that Enterprise Information Management needs are changing immeasurably. Enterprises are now embracing simple, lightweight solutions, ones that nimbly address highly varied and very specific productivity and control issues. These applications can be either in the cloud or on-premises and —like blocks in a foundation — build on each other to result in optimal ECM coverage. It’s a different approach than the traditional methodology of attempting to blanket the entire organization with an all-encompassing ECM solution. And it’s such a step-change in concept and practice that the respected analysts at Gartner have even decided that ECM doesn’t cut it as a sector name anymore. In their estimation, the new topography is better encapsulated by “Content Services,” a nod to the decentralized, purpose-built applications that organizations find much easier and effective to implement. Now, all this may promise unheralded levels of agility and integration, but I can also see LOB and IT execs shaking their heads and thinking: “We’ve just spent a decade investing in our ECM infrastructure. Are we starting all over?” No!  The short answer —and single, most important thing to remember — is: No. The key to sustaining momentum and achieving future ECM success is centered around building on what you already have. There’s just a new way of thinking about what comes next. Resources to Speed your Learning Curve Over the past month, I’ve had the opportunity to participate in a few initiatives with the industry experts at AIIM that have gone a long way to helping explain this path forward: First up was an extremely well-received roundtable webinar inspired by the completion of the OpenText acquisition of Documentum. This must-see webinar for OpenText AND Documentum customers provides straightforward, detailed insight into our vision for the two product families, including future integration plans. This overview morphed into a wide-ranging panel discussion on what the overall future of ECM looks like and the competencies organizations need to have to excel in this new world. That was followed by a pair of related events; the release of an AIIM-authored eBook, “Revolution of Evolution? 10 Strategies to Navigate the Shift from ECM to Content Services” and an accompanying webinar, Next-Gen Information Management — Succeeding in a New Era. Both provide excellent insight into the context behind this shift in ECM strategy, the constants that will always hold true, and the questions and actions organizations need to address to chart their journey. Start by reading the eBook, then view the accompanying webinar-on-demand. Next up is the annual AIIM Conference in Orlando, Florida from March 14-16. OpenText and Documentum experts will be at the event, including hosting a number of sessions on understanding and capitalizing on the evolution of ECM. If you’re planning on attending, book a 1:1 meeting with us, there’s no better way to get up-to-speed than connecting face-to-face and asking what this all means for you.

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OpenText ApplicationXtender 8.1 SP1 is Here!

ApplicationXtender

ApplicationXtender is now part of OpenText. Like you, we’ve always known that ApplicationXtender was a jewel within the Dell EMC Enterprise Content Division, but now that we’re part of OpenText, it’s great hearing this validation from our new colleagues as well. If you’d like to know more about the ECD integration, we recommend you read Stephen Ludlow’s recent blog which will also point you to the recording of an interesting AIIM webinar. OpenText invests in products and technologies that have the opportunity to address new markets and opportunities. ApplicationXtender fits into this category, offering a quick-to-implement and easy-to-use solution for companies and departments that don’t have the budget or IT support for a full-scale ECM implementation. As early proof of this commitment, we just launched the first service pack for ApplicationXtender 8.1: Certification / Security for Microsoft Windows Server 2016, SQL Server 2016, and Microsoft Office 2016 Image Capture Supportability update and PDF rendering performance enhancements Microsoft Office Integration Supportability update Cumulative Patches If you are new to ApplicationXtender or haven’t moved to ApplicationXtender 8.x yet, you may want to know that ApplicationXtender is a scalable, cost-efficient document management solution, optimized for line-of-business content. With ApplicationXtender 8, we’ve started our mobile and cloud-first journey, with a long list of enhancements over previous versions. Take a look: Mobile-enabled, with an intuitive user interface, no plugins required Cloud-ready, for public, private or hybrid cloud deployment Easy to learn! Users can stay in their familiar business applications. They can easily view content without invoking the application that created them Rapid to deploy, requiring minimal IT involvement Based on open standards such as RESTful Services and HTML5 Available in English, German, Simplified Chinese, Brazilian Portuguese, Spanish, French, Italian We’re excited not only about this release of ApplicationXtender, but its future as well! Learn more about ApplicationXtender here. Existing customers current on maintenance can access the latest release of the software by visiting the Dell EMC Support site.

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Webinar Outlines a Bright Future as OpenText and Documentum Come Together

Documentum webinar

On February 2, I had the good fortune to participate in a very interesting webinar hosted by AIIM. Inspired by the new union of OpenText and Documentum, the event brought together a variety of experts to discuss what the pairing means to customers of both, the partner network, and the industry in general. And the interest was certainly there — registration numbers were some of the highest AIIM has ever seen. Well, we covered what we set out to, and more! The roundtable discussion and subsequent Q&A session were wide-ranging and dynamic, addressing the concerns of the customer base and future product integration plans, but also delving into a wide open sharing of views around the present and future state of ECM and the skills that organizations are going to need in order to be successful. If you didn’t get the chance to attend the webinar, then setting aside some time to listen to the webinar-on-demand would be 60 minutes of your time well spent. Regardless of your current solution provider or your role in ECM, there’s some thought-provoking perspectives on topics like “the difference between ECM and Content Services” and “the kinds of technology and business competencies an organization needs to have – or develop – in order to embrace this shift toward content services.” I hope you enjoy it as much as I did. Finally, please join us on February 14 as AIIM Chief Evangelist John Mancini and I connect once again to present Next-Gen Information Management — Succeeding in a New Era. We’ll be examining the emerging age of Content Services and what that means to the traditional concept and practice of ECM. Sit in to gain valuable insight into the changing definition of ECM and learn the next steps that will allow you to prepare for the future while maximizing your current investment. Here’s hoping everything OpenText and Documentum do together in the future is as great as our first webinar!

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Join us for a Special AIIM Webinar Discussing the OpenText Acquisition of Documentum and the Future of ECM

AIIM webinar

The deal is sealed! Today, OpenText announced that we’ve finalized our acquisition of Dell EMC’s Enterprise Content Division, including the Documentum product group. When the proposed purchase was first announced last September, it generated speculation and opinion. Now, as the teams formally begin working together, it’s time to have an honest, straightforward conversation about what this union of leading ECM organizations really means to customers, to the combined partner network, and to the larger ECM marketplace in general. To help answer these questions, I’d like to invite you to a unique webinar on February 2. In partnership with AIIM, it will be part round table discussion, part Q&A session, and all valuable insight providing answers to the questions you may have. The roundtable will feature AIIM Chief Evangelist John Mancini, OpenText product experts, a successful Documentum partner, and the highly respected analyst Alan Pelz-Sharpe from Digital Clarity Group. The wide discussion will range from where ECM has come from, to upcoming integration strategies, and then to where ECM is headed next. Discussion should be lively to say the least! Please join us and register to attend here.

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OpenText Strengthens EIM Portfolio with Completion of ECD Acquisition

In September, OpenText entered into a definitive agreement to acquire Dell EMC’s Enterprise Content Division (ECD), including Documentum. I am delighted to announce that as of today this acquisition is complete. The addition of ECD’s 25+ years of leadership in Enterprise Content Management (ECM) further strengthens the OpenText product portfolio and our commitment to delivering the most functionally complete Enterprise Information Management (EIM) platform in the market. This acquisition provides exciting opportunities for current and future OpenText customers. Existing customers will benefit from a more functionally complete EIM platform while the ECD customer base will benefit from integration into OpenText technology, as well as gaining access to the number-one EIM Cloud and OpenText SaaS applications via flexible, on-premises, cloud, or hybrid deployment options. Specifically, the addition of Dell EMC’s offerings from the Documentum, InfoArchive, and LEAP product families will help to fulfill our strategic vision of growth and leadership in all sub-segments of the EIM market. Our EIM offerings will be enriched by industry-packaged solutions and deep customer relationships across the globe. Along with product enhancements and a worldwide customer base of more than 5,600, the acquisition brings 2,000 talented ECD employees to the OpenText family. Together, we will be over 10,000 professionals strong, focused on customer success in EIM and enabling the digital world. Investing in innovation and development is a key objective at OpenText. As we continue to grow and expand into new markets in meaningful ways, I’d like to welcome ECD customers and employees to OpenText, a focused and dedicated software company that lives, breathes, and sleeps EIM software. Given the importance of the announcement, the ECM Community will be gathering together for a candid discussion of the marketplace and how the acquisition fits into the future of content management. Attend the roundtable session. For more information about this acquisition, read the press release.

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20 Years and 3 Minutes: The Most Thought-Provoking Comments from Energy Industry Leaders

energy

I admire leaders who make you think, long after their presentation or keynote is over. Here are three ideas I found “most thought-provoking,” after I reflected on all the industry events I attended this past quarter. I hope you will share your own reactions and comments about my selections, but also share any great points you have gleaned from your industry interactions. 1 – “We want to make decisions within three minutes” This is how a panelist from Chevron defined Engineering Information Management, a super-set of Enterprise Content Management, at AVEVA World this October. There was silence, and a long pause among the rapt audience as this comment sunk in. It was not about technology. It was not about process integration. It was about how the company could increase business agility in utilities or power plants, once all the technical innovation was in place. What I like about this comment is that it brings to life a best practice we strongly believe in at ECD – leading with your business objectives. It also expresses the business vision in a statement that is both simple and controversial. By starting with this well-articulated goal of three minutes, the right conversations will undoubtedly start happening: “Then we would need to access approvals from our smart phones.” “We would have to add automation to the offshore piece of the process.” You can imagine how much faster the brainstorming could occur and utilization of technology could begin, if you start with this kind of statement. 2 – “How do you shoot a cannon?” It turns out that firing a cannon includes a process step of pausing, as I learned from the “Transforming Engineering Project Delivery” panel at AVEVA World. When cannons were used during times of war, this step prevented accidents and human injury. Modern firing equipment, however, no longer requires such efforts – yet it still took twenty years to eliminate this step. To me, this is a relevant insight applicable to Enterprise Content Management in today’s multi-faceted enterprise. Perhaps it was multiple acquisitions, staff turnover, or fondness for tradition, but whatever the cause, many of today’s plant processes have never been revisited or improved. As digital transformation takes hold, companies are now starting to approach their workflows with an open mind. Do we really need legal review of a document before it has been through VP approval? Why are we still storing architectural drawings on paper? What good is a photo badge ID if 90% of our workers are remote? As this speaker emphasized, some processes are carried into modern times even though they are not needed anymore. There is no reason to let outdated issues wait years before phasing them out. By breaking habits and looking at our work anew, we may save time or better service customers. 3 – “Raise your hand if….” This panelist at our recent Digital Transformation in the Energy Industry breakfast asked the crowd for a show of hands if anyone is able to enter an asset tag number into a system and quickly locate all the documentation about that asset – enough to get your job done. Surprisingly, NO HANDS went up. This exemplifies how fundamental document management is so critical to basic operational efficiency. With all this talk of digital transformation, big data and predictive analytics, it seems that we have a long way to go with getting practical and down to earth with the simple stuff. This can be made easier these days, as ECM solutions are delivered in more modular ways, and the cloud allows greater elasticity. Bonus – We Still Need Humans I’d like to add one bonus round to this collection. It’s not exactly a number four, because it actually relates to all of the points above. What I heard at more than one of these events is that we cannot assume technology will take the place of human determination or human judgment and setting standards. In at least two cases, presenters shared how they used to have paper document controllers and central ownership over content. In both cases, once they digitized (without staff accountability or a structured system), the organization lost its standardized approach to retaining and sharing knowledge. Either each person individually updated a document in different ways, or each thought the other would update a document — until nobody updated documents consistently at all. No process steps, standardization rules or workflows were developed together with the technology. As the pace at which companies deliver services and interact with stakeholders only accelerates, I would argue there is an even stronger need to standardize. Using ECM together with your human experts brings efficiencies to new levels, tapping the strengths of both. This is one of many reasons why we design in features like vertical-specific standards, the ability to collaborate with multiple reviewers, and track changes to as-built documentations. So as we look ahead to more digital transformation and continuous improvement in our industry, let’s think about the points these smart leaders have shared. What can you add to this list? Have you heard great points from other industries that still apply to the energy sector?

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Wrapping Up 2016

For many, this time of year is full of the hustle and bustle of the holidays, preparing for time with families, and pondering what the New Year has in store. For Team ECD it’s no different, only this year there’s additional activities, excitement and anticipation about the road ahead as we prepare to join forces with OpenText.  With this in mind, I wanted to take a moment and provide an update on progress to date and unwrap a little of what’s to come. Do You Hear What I Hear? It’s hard to believe that we just passed the 90-day mark since signing the agreement with OpenText in September. Since then, the focus has been primarily been on you, our valued customers and partners. We’ve spent hundreds of hours talking with you and receiving feedback at events in the U.S., Momentum Europe in Barcelona, and a multitude of 1:1 meetings across the globe. As always, our goal is to be as transparent as possible with our ECD family and ecosystem, and we hope you’ve found these interactions as valuable as we have. On a tactical level, the main driver behind our “hustle and bustle” has been to ensure consistency and continuity – everything from the products to the processes to the people – we want to make the transition as seamless as possible for you. It’s Beginning to Look a Lot Like Closing… There has also been tremendous effort focused on delivering the items that are needed for regulatory approvals and closing the deal. I’m pleased to report that everything seems to be moving ahead as planned. Just as we were all fortunate to participate in the close of the Dell EMC deal, the team is looking forward to celebrating this next step for ECD in the New Year. As we get closer to finalizing a close date, we will share opportunities for you to get involved and celebrate with us. A Toast to You It’s been an amazing 2016, with big, successful events like ECD Ready, Momentum in Las Vegas and Barcelona, and Customer.Next. We’ve delivered more than 65 products, solutions and betas over the past 12 months, with major initiatives across the product families, including the release of 5 LEAP apps and the LEAP Platform beta; Documentum 7.3 with significant updates to the full Documentum family and vertical solutions; and the introduction of extreme archiving with InfoArchive 4.0 and Clinical Archiving 2.0. We’ve been recognized as a leader by five industry analyst firms, including our 13th time as a leader in the Gartner Magic Quadrant for Enterprise Content Management, and have won multiple product and strategy awards. And it’s all for, and because of, you. On behalf of the entire ECD team, I’d like to raise a virtual toast to you – for your continued business, loyalty and friendship. Cheers and best wishes for a happy holiday season and a joyous new year!

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Personalizing the Customer Experience is the Key to Success in 2017

personalized customer engagement

As consumers, nothing is worse than a bad customer service experience. Most of us have experienced entering information in an automated phone system as fast as possible in hopes of eventually talking to a real human. But when we finally got a real human on the line, instead someone ready, willing (and able) to solve our problem, we were made to first verify our name, address and birthdate and remember some obscure PIN number. And then after all that hassle – it turned out our issue couldn’t be solved – at least not right then by the person we were talking to – yet that person had the gall to ask “is there anything else I can help you with?” before ending the call. According to Forrester’s 2017 predictions understanding and personalizing engagement with customers is one of the most prized leadership dimensions in today’s customer-led, digital-centric business landscape. In the consumer space, we’ve come to expect a personalized customer-service experience – intelligent call routing that gets us where we need to be faster, credit card fraud detection that proactively alerts us to purchases we didn’t make, and internet-enabled self service that lets us upload documents to accomplish transactions instead of faxing or mailing in paperwork then following up by phone. Not only does well executed, personalized customer service delight customers and turn them into brand advocates – it’s necessary for customer retention. Customer loyalty is only as strong as the last customer interaction – in fact it takes 12 good experiences to make up for one bad interaction. And customers are making good on their threats – 89% of consumers have stopped doing business with a company after experiencing poor customer service, and they’re four times more likely to buy from a competitor if the problem is service related vs. price or product related. In the B2B space, customers are looking to buy business outcomes – and demand their suppliers have more “skin in the game.” B2B buyers have become wary of sole-source contracts and vendor lock-in tactics – in fact they’re increasingly choosing “pay-by-the-drink” consumption models such as software as a service – that guarantees performance with Service Level Agreements – and they’re building systems with the mindset of being able to easily switch providers if they don’t get the service they expect. At ECD, our Customer Success practice offers a holistic approach to the personalized customer engagement. It starts with consulting services that help customers with upgrades and migrations or even creating custom mobile applications to search, view and browse Documentum. We offer Education Services that can fine-tune training to the customer’s needs – whether you’re unfamiliar with our products or an experienced user. And our Value Added Support Services take the personalized customer experience to the next level with technical account managers and dedicated support engineers who know the customer’s unique environment so they can do things like quickly resolve service issues or ensure upgrades are backward compatible.

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Customer Experience, Digital Transformation, and Commitment to the Success of our Partners

ECD partners

This is the time of year when we try to pause from our busy schedules and take some time for friends and family. As the calendar year winds down, we would also like to take a moment to say thank you to our customers and partners. For the ECD partner organization, our primary customers are you, our partners, and we recognize that we can’t be successful without you. So thank you for everything you do. In 2016 we made your experience with ECD a top priority. We focused on the partner experience as we also invested significantly in two related areas: customer experience (CX) and digital transformation (DX). In fact, these goals are all interrelated.  “Being customer-centric and maintaining a continual focus on improving the customer experience is a necessity for any organization looking to move forward as a digital enterprise.” We believe that to become a digital enterprise, you must not only focus on the customer experience, you must become obsessive about customers. Here’s what we wrote in our digital transformation eBook: “Digital enterprises make the customer relationship priority #1. They center the business around customer needs and customer experiences. They leverage technology to enable collaboration in cross-functional, cross-organizational teams, always in the service of the customer relationship.” Erik Raper, who heads Marketing and Advisory Services for Paragon Solutions (which was named the ECD “DX Partner of the Year”) shared similar thoughts in a blog post he published on digital transformation: “It’s crucial for enterprise leadership to be the champions of digital change, recognizing digital transformation is not a one-time project but, rather, a long-term initiative to positioning the enterprise for greater operational efficiency, customer engagement, and strong market growth.” We couldn’t agree more. Our investment in digital transformation – from our updated digital marketing platform to LEAP, our new cloud-based product platform – is creating new opportunities for us to collaborate digitally with our partners. Together we can help customers embrace digital and transform the way they do business. Your feedback, input, and passion around the software and solutions we create is tremendous. We appreciate your trust in us. We take that commitment seriously. And we look forward to our next chapter and to continuing this journey together. Happy holidays to all of our partners. Thank you for a great year, and here’s to continued success in 2017!

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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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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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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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Lucky Number 13

experience

I have never been the superstitious type; full moons, cemeteries, ghosts, vampires, etc., just don’t bother me. Werewolves, on the other hand are a different story, but that is childhood trauma that I will save for another day. So when it came time to participate in the Gartner Magic Quadrant for Enterprise Content Management, I didn’t put much thought into the notion we were shooting for our 13th consecutive report positioned as a leader, because I like to deal in facts, and that fact is ECM is more important today than it has ever been, and our offering is again recognized as a Leader. As avid ECM practitioners we all know the importance of content and if you are like me (old),then you have seen how the role of content had evolved over the years. This evolution has not been lost on us, over the last 13 years we have constantly enhanced our ECM portfolio so our customers can address their current and future ECM needs. ECM used to be about how organizations take control of their content and while it is still a basic tenet, it’s not where we believe customers will receive the most value. We released LEAP because it is clear to us that the future of ECM is heading away from the notion of a single massive repository to a place where heterogeneous ECM systems work together to support the needs of the business; where purpose built applications that address different use cases, yet share a common API, can leverage content irrespective of where it lives. Fundamentally, the focus is on business outcomes and customer experience, where content apps seamlessly integrate with enterprise apps and enhance the experience of both customers and employees. Both LEAP and our solutions portfolio have key strengths making people way more productive, improving business outcomes and enhancing customer experiences, as demonstrated through the following apps: LEAP Courier – a new way to power business processes that depend on structured document exchange across organizational boundaries, providing a consumer-grade user experience for secure and structured document exchange, validation and tracking LEAP Snap – automatically captures, categorizes and organizes documents and related document information in real-time, turning unstructured content into actionable digital business information LEAP Concert – enables the creation of documents in a collaborative but controlled environment with the ability to identify and assign work to be done, and the use of simple review workflows that allow review and approval LEAP Express – easily browse, access, search and approve all content, no matter where it lives, on multiple form factors including web, tablet and mobile LEAP Focus – allows for fast, yet detailed reading and reviewing of business documents on mobile devices, eliminating “pinch-to-zoom” functions by automatically reformatting the document It is little wonder then, that we believe LEAP and our solutions portfolio are viewed as key strengths by our customers, partners and the industry at large. After all, these strategic initiatives make people way more productive, improve business outcomes and enhance customer experience, but perhaps equally important is the fact that our vision provides customers with a roadmap that enables their Digital Transformation initiatives. Much has been written about Digital Transformation and its disruptive impact to incumbents and while there is massive potential for disruption there is also massive potential for innovation. In the Digital Transformation era customer expectations are at an all-time high and successful organizations will need to address these expectations. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Three Ways to Provide Integrated and Personalised Care

Integrated healthcare

A new European study, commissioned by IDC highlights the key role in managing clinical information in a more integrated way. The research reveals that the UK and Nordics healthcare organisations are progressively adopting integrated and personalised care models. While today only 10 percent of healthcare organisations are ready for an integrated and personalised care model, 45 percent of them plan to move in that direction over the next two years. The reasons behind this shift is due to the rising costs of fragmented care across healthcare systems. In addition, there has been a shift in demographics due to an aging population and the rising burden of chronic diseases and mental health conditions. Patient demands are also changing. They have higher expectations regarding the quality of care and expect a better, more personalised experience as a result. The problem is that healthcare executives are aware that change needs to happen to achieve integrated and personalised care. However, they still have concerns over security and data protection, regulatory compliance, and constraints on resources whilst trying to keep costs down. In order for organisations to make this change, their information management strategies, governance and architecture must be aligned. There are three ways to do this: 1. Share data with wider healthcare networks – The full 360-degree view of the patient is still a distant vision, but sharing data with other healthcare providers, and starting a dialogue with social care and public health is a feasible objective. Information sharing between care settings is critical to incorporate and manage the increasingly wide mix of data types and sources that can help build a 360-degree view of the patient. Today, the majority of healthcare providers that own patient data have established standard rules for multilateral data sharing across the health ecosystem as they recognise the value of sharing data across the health ecosystem. Doing so can also help to improve the quality and speed of clinical research. 2. Give patients more control over their data – Healthcare executives want to give patients more control over their data to enhance engagement and make them aware of the value sharing information can offer, in order for them to act as active participants in the delivery of healthcare services. However, healthcare establishments still need to define guidelines for consent from the patient as, at the moment, they can still claim their own privacy rights. In the next two years, 45 percent of healthcare executives are expected to co-own data with the patient and ask for their consent to share data across the health ecosystem. Implementing a strategy that takes into account greater patient empowerment, will be a benefit to any healthcare organisation. 3. Better integration, Improved Clinical Outcomes – Mobility, cloud, social media, big data analytics help to overcome the limit of data sharing caused by point-to-point integration. To establish a truly patient-centric longitudinal record to be used along the patient journey, healthcare executives need IT systems – across both health and care – to be interoperable with one another and to support the end-to-end information management strategy. Thereby, strategy, governance and architecture capabilities have to be aligned in order to deliver integrated care in a coordinated way.

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Partnership Transforms Everything at #MMTM16

MMTM16

We’re getting ready to kick off our Partner Summit at Momentum Europe in Barcelona today, and I’m excited to be spending time with our European partners and team, discussing the opportunities ahead. It’s one of the things I love about heading up the global partner program – partnership transforms everything – and with Digital Transformation as a key theme of our event, the timing for these discussions couldn’t be better. In another post, I’ll share some key takeaways from my partner interactions, but for now let me share some of the ways our partners are driving transformation. Below is some of the exciting news they’re announcing as part of their Momentum participation: Life Sciences Transformation Informed Products today announced the release of two new products, both designed to help transform the Life Sciences industry. A great complement to our recently announced Documentum Life Sciences Solution Suite 4.2, these Informed Products share our focus on making transformation easier, faster and more cost effective, while maintaining compliance. Informed Products’ SharePoint for Life Sciences (SPA4LS) takes the SharePoint integration with Documentum one step further by integrating it with Documentum’s Life Sciences Suite and adding specific Life Science functionalities. In addition, Informed Products’ Enterprise Quality Management Solution Light (EQMS Light) is an integrated Quality Management module for the Documentum® Life Sciences Solution Suite. EQMS Light enables Life Sciences companies to comply with FDA and EMA Quality Management rules instantly and affordably, while being flexible enough to cater to company-specific needs. Healthcare Transformation In the Lutech wHospital® announcement, Lutech explains how “Digital disruption is real and it’s affecting every sector, every market and our daily lives…It’s important to be aware of this transformation and be ready for it.” And they’re right! We’re excited to be working with Lutech wHospital team to help drive efficiency, ensure traceability and integrate with critical systems across Q&M. We’re also excited that #MMTM16 provides us with an opportunity to talk to our healthcare customers about their digital choices. Digital Workforce Transformations Celebrating both its 10-year anniversary and 10-year relationship with the Enterprise Content Division (ECD), Docbyte explained how our organizations work together to assist organizations with their digital transformation challenges by providing smart digital workplace and archiving solutions. These help organizations gain full and flexible control over all documents and optimize business processes. When it comes to content and business process management, the organizations are focused on delivering the right tools to their customers to help them build the next digital enterprise. The relationship has also been instrumental in extending Docbyte’s solution portfolio across different sectors, including Financial Services & Insurance, Healthcare, Life Sciences and more.  Application Transformation Digital transformation also occurs when organizations eliminate applications they don’t need, reinvest those dollars for innovation, and use inactive data to provide insights for a competitive advantage. ASSET Technology Group is doing just this with its recently Certified Solution, ARROW Correspondence Management Solution and ASSET Suite for InfoArchive. ASSET has successfully met a comprehensive set of criteria for superior design, development and implementation. ASSET has demonstrated that it understands customer challenges, such as data volumes growing exponentially and stricter regulations increasing. Now organizations can tap into an easily accessible and agile solution that can scale to meet their needs, increasing operational efficiency and tapping into the power of data for digital transformation. Partnering for Transformation It’s also exciting to see our partners take their own transformations to the next level. Today, MetaSource, the largest distributor of ApplicationXtender (AX) announced that it is partnering with inovoo for its dedicated sales and technical support partner for the EMEA region. Additionally, Metasource’s MetaSTOR product (AX in the cloud) will be available for the EMEA region and offer cloud-based archiving and workflow solutions built around ApplicationXtender & Captiva software, plus inovoo’s NOVO Mail and NOVO Mobile. I’m pleased to see that partner platforms like our Springboard program, are bringing partners together to transform themselves, and ultimately their customers. These are just a few of the announcements we expect to see, and certainly just the tip of the iceberg when it comes to our focus on digital transformation.

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Three Pillars of Digital Transformation – Efficiency, Usability and Insight

Digital transformation

In my previous blog, It’s Not About the Pill. It’s About the Patient, I asked if digital transformation was just a buzzword and if not, what did it mean? I talked about leveraging both existing and real-time information to gain insight, make better decisions, unify and speed key business processes and to engage with customers in a way that drives business value and customer loyalty. At our recent Customer.Next event I gave customers a quick peek at the newest release of the Documentum for Life Sciences solution suite, which is now available. In this release, the four major areas of enhancements were all focused on three things – efficiency, usability and insight. Why? Because to transform, companies need to set a solid foundation for driving process efficiency, ensure that workers can easily get their jobs done and derive actionable insight to help make informed decisions, allocate resources and continuously improve. These three things are foundational “pillars” of digital transformation. Let’s take a closer look…. Pillar #1 – Driving Process Efficiency Life Sciences organizations are tasked with maximizing efficiency across the full drug lifecycle. Bringing safe, high-quality drugs to market faster at a lower cost requires unifying processes that extend across domains, divisions and external partners. It requires the ability to link and seamlessly share documentation—the critical element inherent throughout the drug lifecycle. Unfortunately, what we often see is organizations who are managing a myriad of disjointed systems, often gained as a result of mergers and acquisitions. Many are custom applications designed for specific departmental needs. In this situation, companies can benefit from asking themselves a couple of questions: Why introduce unnecessary complexity, inaccuracies and risk to business processes by exporting and importing content from one system to another? How do you rationalize the data models of each system to help unify processes across systems, eliminate duplicate data entry and ensure overall data accuracy and completeness? In our new release, we are driving process efficiency in a new segment of life sciences. Many of our pharmaceutical customers also market medical devices as part of their portfolio. Yet, because of a lack of formal, regulatory requirements related to electronic submission requirements for medical devices, many of our customers were managing their medical device documentation outside of an electronic document management solution (EDMS.) The process was largely paper-based. Therefore, to drive process efficiency, we now provide a single, cohesive solution that manages quality and regulatory documentation for both medical devices and pharmaceuticals simultaneously. With a global, standard document inventory and processes harmonized across the regulatory and manufacturing domains, we can now support the full medical device documentation lifecycle from design to production manufacturing. And because of the ability to seamlessly link and share information across domains, it helps unify and automate the process to drive efficiency, accuracy and better visibility. Pillar #2 – Improving Usability Another foundational pillar of digital transformation is to make it simple and straightforward for workers to access the information they need and to easily get their work done. Workers expect easy-to-use, consumer-like mobile applications that they can access on their phones and tablets to ensure that work continues even when they’re on the go. But of course, all actions must still conform to compliance requirements. To summarize, in today’s world, solutions have to be designed for people, not power users. The first example of how the Documentum Life Sciences solution suite addresses this may cause a bit of a flashback. Why? Because I’m going to talk about controlled print. Yes, that’s right – controlled printing in the quality and manufacturing area. But controlled print has been around for ages, you say, right? It has. But that doesn’t mean something like this can’t “transform” as well. We’re continuing to meet compliance requirements but we’re doing it in a more flexible and user friendly way. Trust me; this was an unexpected hot button among our customers. For example, wouldn’t it be easier to be able to set up a series of print profiles so that when someone needed to print a standard type of document, it automatically knows what watermarks, overlays and metadata needs to be applied? Or perhaps, the process of having to select a printer, select each recipient and print controlled copies one by one, repeating that process over and over hasn’t been “efficient” when it comes to getting the job done quickly? I don’t want to give too much away but you need to check this out. Another improvement we’ve made to make it easier for workers is enhancing our document inventory to ensure alignment with industry/regional guidance across the globe. While we adhere to the DIA Reference Models and other industry guidance, we’ve expanded on these to ensure that our inventory supports global quality, clinical trial, and regulatory document types. Users can filter by region and select from a pre-defined list of document types to speed operations and make it simple to get the job done. Pillar #3 – Delivering Actionable Insight The final pillar that I’ll mention is the need to gain insight to help organizations focus resources and make quicker, better informed decisions. With Life Sciences’ ever-present goal of accelerating time to market, being able to quickly get a status or understand key metrics and trends is increasingly valuable. Documentum Electronic Trial Master File (eTMF) was significantly enhanced to help provide insight into the clinical trial process and collection of required documentation. Granular level milestones at the country and site level reflect what TMF documentation is required, what’s missing and what’s completed based not only on the trial status but also as countries and sites progress through their individual milestones. If a site is not yet initiated, document collection requirements would not appear. Similarly, if a country has not given approval to conduct a trial, document placeholders would not appear. However, when those milestones are met, the placeholders appear. This granularity allows managers to focus on exactly what is needed at a specific point in time. And, with quick color-coding and icons, they can quickly grasp where the trouble spots are. Similarly, new trend reporting helps identify which sites are consistently late in submitting documentation, which documents routinely fail the quality checks etc. By having tangible metrics and trend reports, companies can focus stretched resources to where the need is greatest to address the issues and boost overall efficiency and productivity. Three Pillars and Three Questions As I said in the beginning, digital transformation is about managing information as a strategic asset. It’s about leveraging both existing and real-time information to gain insight, make better decisions, unify and speed key business processes and to engage with customers in a way that drives business value and customer loyalty. Efficiency, Usability and Insight are three foundational pillars that help support and drive digital transformation. Hopefully, you also have a better understanding of how the Documentum for Life Sciences solution suite and its new enhancements can help support your transformation objectives. Now that I’ve shared some thoughts with you, I’d like you to share some thoughts with me. Is there a specific process or area that your company is targeting to improve efficiency? What do you expect in terms of “usability?” What do descriptors like simple, easy and intuitive mean to you? What do you wish you could have more insight into? Are there areas where you would like more quantifiable metrics? What role are analytics playing in your organization?

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User Experience is About the Swipe of a Finger

User Experience

If there’s a word I use frequently on top of “commitment” that is “expectations.” What a nice word, isn’t it? From all the different definitions I could find for expectations, the one I like the most is this: “a belief that something will happen or is likely to happen.” All of us who have small kids know what children do every time they see a device screen, no matter where; they swipe their fingers across it and believe something special is going to happen. If nothing happens, we hear the already popular “Oh, Daddy, it’s broken!.” This is the first time they face the reality of what user experience is about. In the enterprise world something similar is already happening. We are all used to accessing technology in our spare time, to make our life easier and better. But at the office we often swipe our fingers, nothing happens and it seems that something is broken. During the last two decades we have been using Information Systems designed by engineers and limited to well-trained employees. This approach has a clear impact on how the information flows through the organization and also across organizations. It prevents business from taking full advantage of every piece of data to become more efficient, a critical limitation in this transformation period where the strategy is key. When we take a deeper look into many business processes today, we discover that different participants suffer to get things done due to the isolation of each of the participants in different buckets: employees, customers, suppliers and more. Email becomes the only tool by which to collaborate in a disconnected work environment, full of firewalls, identity management systems and other security devices that prevent people from connecting and getting a business process executed. This has not gone unnoticed by most companies that are looking to grant the right people access to the right information at the right time. I would even add two other dimensions, through the right channel and with the right tools. Here is where the consumer-grade new apps come into the game, as well as the cloud, though the cloud is a starting point but not the solution itself. The more we look at the concept of user, the blurrier the line between internal and external users becomes. Companies don’t consider just the employees anymore but everyone who is part of their business processes. Once we have properly identified these users we can focus on their expectations. Then they can swipe their fingers to do what they need to do faster, easier and much more efficiently. Focus on the User Experience There are different characteristics on which we need to focus to delight our users with a great user experience, no matter who is paying their salaries. We are looking for simple and intuitive apps. Apps not requiring any training. Bringing to the enterprise a consumer-grade experience is still a challenge for many companies. It’s not easy to accept that a nice and usable app can do the same work and provide the same level of security and compliance as those complex tools used in the past. When we start meeting our users’ expectations we can trigger the second phase of “intelligent listening.” This term is very well described by the authors of “Consumption Economics.” Intelligent listening helps us understanding what these users need by using analytics. Maybe, in today’s environment, the period for discussion is running out and it’s time to make decisions. The cloud is a no brainer and if we embrace new ways of working with information to satisfy our users and increase their productivity we will leap beyond the barriers of the past. This is exactly what we are doing with Leap apps: Courier to allow different organizations exchange documentation in a secure and traceable way Snap to bring digital capture to anyone allowing to convert any document to business data Concert to provide the authoring environment to create complex documents without the limitations of the company’s four walls Express and Focus to delight the user with an unprecedented UX when working with processes, tasks and documents Our users want to swipe their finger and have their expectations met. This is possible today. If you have a good example to share about switching to new tools to delight your users, I ‘d love to hear about it. In the meantime, I encourage you to come to Momentum in Barcelona. You will see how Leap apps are changing how users work with information. See you there!

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CEB TowerGroup Analysts Release new Research on Banking and ECM

ECM, Banking

Banking has had a long relationship with technology, with more than 90% of retail banking executives citing that they have the technology currently, or are planning to implement or improve.  However, the pace of change has accelerated due to competitive and regulatory forces, as well as rapidly maturing technologies such as cloud, mobility and analytics. FinTech upstarts have been challenging established institutions and are now similarly challenged as those established banks get more comfortable with digital transformation.  “Technology is transforming our business radically, across every aspect of our business.  A process that has been going on for some time, but has accelerated…  We actually create the prices and the information that then gets communicated.  It gets processed directly, payments get made automatically, much more efficiently, much more cheaply, and without error.” – Lloyd Blankfein, Chairman & CEO Goldman Sachs “The financial services business has been a huge user of technology, not just recently, but for the last for 50 or 60 years. We literally used to move pieces of paper around when you buy a security. The difference today is that much faster, people can access things any-where, any-time. People want 24 x 7 services. I always look at our job – we’ve got to make things better, cheaper,  faster for you.   The mobile device is probably the device (not just for millennials any more) for alerts, moving money, bill pay, knowledge, offers, marketing.  It’s getting faster, quicker.” – Jamie Dimon, Chairman & CEO JP Morgan Chase Recent research published by CEB TowerGroup analysts point to a number of interesting conclusions: Enterprise Content Management (ECM) and Business Process Management (BPM) are as relevant now as ever for transactional automation and compliance. It has reduced processing times and enabled and scaled access to services across time-zones and convenience-zones. Paper is still a major challenge to banking institutions, many of whom lack cultural acceptance and skills to more broadly apply these technologies. Customer engagement is moving from live (in-person) interaction, to leveraging digital channels. Mobility is also a major trend for account opening and servicing. Coupled with traditional ECM services, a combination of customer document delivery (customer communications management), business process (or case) management and eForms, e-signatures, mobility and cloud deployment are technologies that promise to greatly improve customer experience, with conversational and highly optimized workflows. There is a gap between a Banking executives perceived importance and confidence of a firm’s ability to execute key initiatives. The CEB TowerGroup analyst report, Going Paperless to Become Digital, discusses their detailed research and highlights changes in the adoption of ECM solutions, particularly as it relates to paper handling and the move to digital channels. It also shares a analysis of ECM product capabilities, including those from ECD, with special interest to the needs of the banking industry.

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