Modified by Scott Blau firstname.lastname@example.org
I recently had the occasion to meet with several banks who are contemplating, in the course of implementing, or have gone live with the capture of documents in their branches. For reference, in a recent Celent survey, the number of banks indicating they were highly likely to replace/refresh core system over the next 3-5 years jumped from 17% in 2010 to 24% in 2012. Credit unions responded similarly, nearly doubling from 13% to 24%. Each of these implementations is unique, as they reflect the different cultures of the banks involved, as well as specific business and IT issues.
Nevertheless, the migration of document capture from central locations to branches has some universal themes tying all these implementations together. Compared to "traditional," high-volume, centralized scanning, branch capture may herald the future. Here's why I think that and what the implications of the transition are...
20+ years ago when the document capture business got started - it wasn't even called "document capture" then, "forms processing" was the preferred name - it was all about bulk processing. Documents were being brought together anyway, so instead of keying data from them, we helped customers scan them and use recognition to automate the keying of data, or capture of data (as in "Datacap").
The focus of centralized scanning is batch efficiency. Larger batches means less overhead between batches. Some customers take this to the natural extreme of "continuous scanning." In that scenario, fast, high-volume scanners are kept working constantly. Rather than having an operator scan a batch, then stop and put it to the side while loading a new batch in the scanner, multiple batches are loaded together with only a batch separator sheet between them. The software takes care of the details in the background.
Branches don't have the kind of volume that necessitates continuous scanning, or even necessarily have "batches" that consist of many pages. Typically in a branch a "batch" is just a single transaction with a customer, perhaps an account application form, ID card, or other documents that are associated with one customer. And, of course, there may be lots of these batches, not necessarily at any one location, but from all the branch locations of a bank.
So one characteristic of branch capture is small batches, but lots of them!
Not only are the batches small, but there is a completely different dynamic associated with processing them. After all, the customer is waiting for the teller or bank officer to respond to what they just submitted to them. In contrast to most bulk scanning operations where processing times of a few hours are considered not only acceptable, but big steps forward in efficiency, with a customer drumming their fingers on the counter, branch capture has a near real-time requirement. 30 seconds, a minute, maybe two, but longer than that and people start to get impatient.
Branch capture systems have to be tuned for very snappy turnaround. Reduce the already short time to process a document and the branch quickly acquires a new customer or retains an existing one with higher satisfaction. Make them wait, and... the negative consequences are immediate!
Capturing lots of small batches remotely with minimum latency puts new demands on a capture system, including the time it takes to transfer images for centralized processing and then to make them available to the branch user to complete a transaction.
But I don't think this is something that is going to be limited to the branch banking. By processing customer documents, while the customer is there in person, any business can improve customer acquisition, retention, and satisfaction. You can never get enough of those metrics!
" Lets continue the conversation connect with me on Twitter @captureguru "
Modified by Scott Blau email@example.com
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Modified by Sanjay Kupae firstname.lastname@example.org
Last week my friend and colleague Noah Kuttler (@noahgk) pointed me to the Apple holiday ad and we talked about how intuitive technology is key to adoption.
This is as true for consumer technology as it is for the business applications that you are building. Your business users are demanding similar ease of use to what they find in consumer applications and if they don’t find it in-house they will increasingly use those consumer applications to do their jobs; even if they aren't provisioned by your IT office; Which opens up many regulatory and compliance challenges.
ECM experts have citied that one of the biggest reasons for lower adoption of ECM solutions is the cumbersome user experience for creating and consuming enterprise content.
Most ECM applications do not factor the motivation of the user for creating, sharing and consuming content. To that point, most users have markedly better experience creating and consuming personal content than they are with business content- they can create content when they like, share it with anyone they please and consume it from wherever and whenever from any number of devices.
Bottom line: There is an urgent need to bring the same levels of simplicity and intuitiveness to your existing ECM applications and this will be a priority for most IT organizations in 2014.
IBM is successfully supporting its customers drive this change with its Content Navigator offering, which lets all existing IBM repository customers acquire and adopt it to provide a modern clean intuitive user interface to all CMIS complaint repositories that a business has deployed.
IBM Content Navigator bridges the usability gap that most ECM applications suffer from and brings them into this new Social and Mobile world. It makes creating, collaborating and accessing content that much easier.
We will be talking more about Content Navigator and Social Content Management at this year’s IBM Connect 2014 conference, it is not too late to register and attend this event. ECM experts from IBM, Partners will be on hand to talk about your content challenges and get you started on a Smarter Content journey.
See you in Orlando!!!
In the past 4 weeks I have read multiple posts, spanning a few years, by ECM experts declaring the death of ECM. To clarify, none of them really meant that ECM is a dying (or dead) technology, but rather that it is transitioning.
Almost every ECM expert acknowledges that the way we have approached managing enterprise content will have to change. The change is driven by the demands of users who require a better class of enterprise application experiences; they demand the same level of simplicity and sophistication at work that they find in the various apps on their phones and tablets for their personal use.
Another key component of this change is the very nature of content: volume, variety and velocity of content creation and consumption ("Big Data"). All of us are creating more content in different formats and creating it at a rapid pace and the solutions must keep up.
2014 should be the year to drive increased adoption of ECM in new ways by understanding the users' motivation for creating and consuming content and to –
Improve the user experience - from creation through consumption to disposition
Provide a social fabric for sharing and searching content
Make content accessible over desktop, web and mobile
In the increasingly intelligent agile business climate to deliver business value with ECM we have to address these simple and critical needs of the content consumers or ECM will truly be dead.
I will continue elaborating the three needs and challenges to address them in future posts and at IBM Connect 2014 this year a lot of IBM experts will be in sunny Orlando talking about client success with IBM ECM solutions from January 26-30 and it is not too late to register.
Happy New ECM Year – Adopt a social, mobile and exceptional ECM!!!.
"At the IBM Connect 2014 conference on January 26 - 30, you will witness the convergence of S3!"
That's what voice over artist and actor Miguel Ferrer would say in a deep voice as explosions appeared on camera, but we all agreed it was a bit too much.
Which is not to say that there still are not three awesome things that are about to happen at IBM Connect 2014; and they all begin with the letter 'S.'
Last week, the entire United States of America was assaulted by cold weather. Except for Florida.
As all 48 states, including California, wore blue on the weather map it was Florida that remained a nice orange/red (and it of course prompted a fun "We Hate Florida" meme).
As a former resident of Florida, I can tell you that in January there's no better place to be than the "Sunshine State."
The way that knowledge workers are collaborating and sharing content is continuing to shape how we define what enterprise content management needs to be for our customers.
The document that your user could access two years ago isn't as important as the document they can share today. Or the document that they will collaborate on tomorrow. On the desktop and across mobile devices. Content will be driving what they do and the way you deploy your solutions will be critical for their success.
The theme of the conference this year is "energizing life's work" and as an ECM practitioner it's a great opportunity to learn about new ways to connect people and teams inside and outside your organization to share and innovate with content.
There are a number of things we have planned for ECM at IBM Connect 2014 including exciting sessions with everyone's favorite experience platform IBM Content Navigator as well as other ECM solutions, a keynote from Doug Hunt and a mobile demo that you're going to want to see in person.
The last 'S' is for Scott Adams, creator of Dilbert! To put it in perspective, Dilbert.com went online in 1995 and was the first syndicated comic strip to also be available on the Internet. Adams was 'social' before we had a word for it. I have no doubt that he'll be funny and we'll all be entertained, but he's also one of the trailblazers of what we do around how, where and why we share content.
Nice weather. Learning about social content management. Dilbert. What are you waiting for?
Session previews are live and registration is open . We look forward to seeing you there.
The OnDemand User Group (ODUG) is opening its annual meeting to a wider audience through a special live webcast from IBM's Information On Demand Conference in Las Vegas on November 7, 2013. As a user of IBM Content Manager On Demand(CMOD), you are invited to attend the session and learn more about ODUG.
When: Thursday, Nov 7, 2013, beginning at 8:30 AM PT / 11:30 AM ET
Hear AT&T and other users talk about Enhanced Retention with CMOD
See what the new IBM Content Navigator can do for CMOD
Learn Information Lifecycle and Governance Best Practices for CMOD from other users
Where: Mandalay Bay Convention Center South in Tropics B
While the annual ODUG meeting has always focused on technical topics, this year the ODUG Board has selected an agenda for live broadcast to a wider audience to bring the benefits of shared experiences and peer networking to more CMOD users.
Several sessions throughout the day will be available to you online:
If you are not able to attend in person, you can register to attend several online sessions below.
8:30 AM - 9:30 AM PT / 11:30 AM - 12:30 PM ET - The New IBM Content Navigator
IBM's Senior Product Manager Ian Story will lead a guided tour of the new IBM Content Navigator and its benefits to CMOD users, including Mobile ECM capabilities, CM8 and CMOD federation, e-Client/pClient replacement functions and much more. Click here to register for this session
1:30 PM - 2:15 PM PT / 4:30 - 5:15 PM ET - Enhanced Retention Panel Discussion
AT&T's Benny Ormson will lead a panel discussion consisting of other CMOD users who have deployed Enhanced Retention features in CMOD.Click here to register for this session
3:45 PM - 4:30 PM PT - 6:45 PM - 7:30 PM ET - Lifecycle Governance Panel Discussion
Lorilei Puthuff of BlueCross BlueShield of South Carolina will lead a panel discussion on best practices for Defensible Disposal and Governance on CMOD. Click here to register for this session.
OR if you think you may want attend IBM Information On Demand this year, click here to register for the conference.
There are CMOD sessions, special events and other CMOD users at IOD who would love to meet you!
Modified by Neil Parrott email@example.com
We have all experienced bad or indifferent customer service. Immediate reactions may include frustration and anger. This may be followed by a focused effort to seek out an alternative product or service provider.
But, the longer term repercussions may be much more serious for an organization. Customers may share their bad experiences with colleagues and friends. Truly awful experiences may result in derogatory blog posts and social media broadasts accessible to anyone with an internet connection.
The flip side is that good customer service can benefit an organization like never before. As this Time – Business and Money article states “We live in an age where a business can thrive or die based on how it understands and approaches customer engagement”. Customer Service, the stakes have never been higher.
I encourage you to read this post by David Jenness which discusses how happy employees can improve customer service. Plus, details about Information On Demand (IOD) conference tracks that will discuss how IBM Content Manager OnDemand is being used to Optimize Customer Communications and Self-Service.
When we talk about Social uses of Enterprise Content Management (ECM) solutions, I immediately am reminded of Len Schlessinger. Back in the late 1980s, I was writing speeches for corporate CEOs. It forced me to stay very current on business theory and practices. For one assignment, the CEO of Arrow Electronics, a highly intelligent fellow with degrees from Harvard Law School and Harvard Business School, lent me a cassette tape of a lecture he had attended at Harvard. I popped the tape in and I haven’t thought about customer service in the same way since.
Leonard (Len) Schlessinger was the professor and his topic was customer service and he began by telling stories of good and bad customer experiences. Before joining the faculty at Harvard, he had been the CEO of an American coffee and pastry chain called Au Bon Pain. His stories came from his experiences as CEO and later as a consultant to many organizations in the fast food business.
In story after story, he portrayed the “moments of truth” between customer and customer-facing employee, driving home the point that the long term success of a brand hinges on the quality of the interaction at the “counter.” At Au Bon Pain, Schlessinger began to educate employees on the “value of the customer.” A woman may stop in for coffee and pastry on the way to work and spend $4. Yet if that woman returns 3 days a week, she spends $12. Over 50 weeks in a year, she’ll spend $600. And over 5 years, her loyalty will add up to $3,000. Schlessinger encouraged his employees to look at customers as a long term revenue stream.
Then he discovered something that seemed to contradict the philosophy of every fast food chain.
While most fast food restaurants are designed for interchangeable minimum wage employees, Schlessinger discovered that customer service levels went up when he rewarded employees with responsibility, provided a great work environment, and tools that empowered them to deliver customer satisfaction. When employees like a company, they stay longer, learn more about the products and services, and have a personal stake in making the customer happy. Schlessinger’s revelation is spelled out in the book he co-authored, “The Service Profit Chain.”
Of course, there’s a lot of moving parts in a program to deliver service excellence. A key part of it is providing tools that enable employees to work together better and that's where ECM comes in. Schlessinger emphasized the importance of giving customer-facing employees capabilities to help them anticipate and deliver satisfying responses to customers. This is something that IBM has put a lot of thought into as well. One of the tools that IBM has been providing for 20 years is IBM Content Manager OnDemand, a platform for managing customer inquiries on the invoices and statements they receive.
At IBM’s Information On Demand (IOD) conference (Nov. 4-7), you can attend sessions on Content Manager OnDemand, which gives Customer Service Reps (CSRs) in the call center access to images of the invoices and statements that customers most often call about at a single click. Now customers and CSRs are looking at the same documents. For example, attend session ECG-1518A – “Optimizing Customer Communications and Self-Service With High Performance” and make sure that your organization has the Social tools to deliver real customer service excellence.
If you have already signed up for IOD, use the IOD Agenda Builder.
If you haven’t signed up to attend yet, visit the IOD registration page and I hope to see you there!
Are you the LOB Manager or LOB Director, the CTO or the IT Director in your organization? Then the ACM tracks in the ECM Forum are for you. You will learn how to combine information, process and people to provide a complete view of case information and achieve optimized outcomes.
We will be showcasing some of the exciting stuff throughout the course of the event and I am sure you will have your brain stretched with the amount of takeaways we have in store for you! You will learn about the latest solutions and best practices for quickly using content and process management with advanced analytics, business rules, collaboration and social software to help drive better decisions.
Listen to these customer speakers:
Texas Office of the Attorney General: will share how IBM Case Manager helped streamline victims of crime compensation claims at the Texas OAG.
Turner Industries: will share how they are using IBM Case Manager to manage their quality assurance processes.
Great West Life: will share how to resolve multiple business challenges with IBM Case Manager in concert with IBM Business Partner, Ultera’s solution for insurance.
Do plan to attend these top sessions:
Please visit the EXPO to learn more about IBM Case Manager and Case Management Solutions:
§ Stop by the Case Management pedestals to learn more about IBM Case Manager 5.2 and how it enables mobile solutions
§ See 15+ Business Partners at the EXPO with case management solutions
§ Visit the Smarter Process pedestal
§ Come see the Case Manager and Content Navigator demo at the Demo Gallery
Do not miss our exciting Business Partner solutions:
Adjacent: Award-winning Texas OAG’s Crime Victim Services Division solution to manage the victim application process, eligibility determination, case management and more.
Pyramid Solutions: A new Cloud/SaaS offering built on IBM Case Manager 5.2 from Pyramid Solutions.
IPD: Complex claims solutions: Transforming your operations using IBM Case Manager.
I would really encourage all of you reading this to view the entire IBM ECM ACM Agenda and use the session builder tool to build your personal agenda. So go ahead and put the exciting ACM sessions on your calendar as must do activities. Hope to meet with you at a bigger, better and exciting Information OnDemand Conference 2013
Modified by Scott Blau firstname.lastname@example.org
As a continuation from my previous post, here are some fundamental questions to ask yourself - and others - as you embark on a distributed capture endeavor:
Is it “Usable?”
An intuitive user-interface is essential to facilitate distributed capture. Typically, the people receiving documents are customer-facing, not dedicated and trained capture operators. The solution should provide a clear and simple series of steps to that assure a legible document image…
Can it be “Read?”
A poor image quality or, worse, partially-captured document, will quickly undermine the benefits of distributed capture, especially downstream when it comes time to extract data with optical character recognition (OCR). This is where most mobile telephone cameras struggle to create high enough quality images to avoid laborious manual effort later in the process. For a step up in quality, select a portable scanner – some are no larger than a thick ruler – that attaches to a laptop or mobile device.
What document is it?
The first, most important, piece of information about any scan, is the identity of the document itself. Is it an application, a claim, a change-of-address, etc? That question might be answered by manual input from the person who scanned or took the picture of the document, but it also might be automated through automatic document classification. Remember, your mobile and distributed workforce are not trained capture professionals, so take a belt and suspenders strategy on this one…
Is it Accurate?
Determining the accuracy of content extracted from a document is of prime importance. Whether the extraction is manual, or automated with OCR, you need a set of checks and balances to assure users that the solution can be relied upon. For example, if the software is uncertain, how does it notify a user, and which user is it that gets notified?
Is it Safe?
The security of data is essential to consider, especially when handling customer or other sensitive data. Distributed capture must be considered moving capture into high-risk environments. Make sure you understand what the risk exposure is if a mobile device is lost or stolen in the field.
Is it Faster?
The speed at which the captured document is transferred from the mobile device to your repository or LOB system determines the speed at which it can be processed by the application. The old saying, “a chain is only as strong as its weakest link,” comes into play here. If there is, in fact, a bandwidth limitation for remote users, then the advantages of capturing remotely may be lost in the transfer.
Is it Capable of Handling Anything a User Throws at it?
There are always exceptions and how you manage them is the test of a capture system. Can you add attachments? Can you add a new document you weren’t expecting? Can you annotate a document or route it to a supervisor for review? The closer you are to the customer, the more exceptions you will encounter, so make sure you have the flexibility to handle the unexpected.
Will it work for me?
In most cases, a mobile capture solution will both archive the document images, and route them into a line of business system – as fast as possible for customer satisfaction. For example, an invoice, resume, or contract will be sent to the ERP system. An insurance claim will be forwarded for adjudication. A loan application may link to a case management system, where underwriters will review. A medical document will be appended to the patient’s electronic health record. Make sure your distributed capture system can connect to your business systems and deliver image and data seamlessly.
After all these years in the capture business, I thought things had settled down. People have been saying that document capture is a “mature” technology. And, of course, it is, but the world is changing around us, creating new opportunities. So don’t be shy: if you see a way to shorten the cycles, to deliver better customer service, to improve vendor relations, or to change just about any existing process by capturing documents sooner at distributed/remote locations, then take advantage of the opportunity. Just ask the right questions - and get credible answers – as you navigate to a successful implementation.
Note: An earlier version of this post appeared in April 2013 on John Mancini's Digital Landfill blog.
Follow me on Twitter @CaptureGuru
Are you looking forward to an effective way to collaborate, leverage expertise and business critical knowledge from any device on any platform? If yes, then the Social Content Management (SCM) track in the ECM forum is the right place to be.
Today, a great deal of content is presented in a variety of social forums on mobile devices, the desktop and the web, and businesses need to exploit that content while ensuring proper governance. Join us IBM and ECM industry experts for compelling conversations on how you can take your business to a whole new level: a social business level.
IOD will be host to some very interesting sessions covering social collaboration and how to deliver trusted content to smart devices and tablets across IBM and CMIS compliant repositories.
Visit IOD and leverage this opportunity to network with peers, know more about the latest technology trends, challenges and case studies in social content management, customer experiences, expert opinions and a lot more.
We recommend you attend the following sessions on Social Content Management:
ESC-3566A A Global Social Collaboration and Content Management Architecture and Deployment Strategy, Wednesday, Nov. 6, 1:45 PM-2:45 PM, Lagoon GH
ESC-3354A: Prudential: Using the Best of Both Worlds, Content and Social, Wednesday, Nov.6, 11:15 AM-12:15 PM, Lagoon F
ESC-3305A: Living Social: It Is Not Just About the Conversations and Topics, Monday, Nov.4, 11:30 AM-12:30PM, Lagoon GH
ECG 3754A: IBM Enterprise Content Management Products and Solutions Strategy, Monday, Nov. 4, 3:30-4:30PM, South Seas F
Also IOD provides you a one-time opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. Talk strategy with ECM business leaders, such as Doug Hunt, John Murphy and Carol.Z. Taylor or take a deep dive into SCM with experts from our product and technical teams, including Ian Story, Cengiz Satir and Steve Studer. Don’t miss out!
Learn more about Information on Demand
Modified by Scott Blau email@example.com
It’s a given: the sooner you convert a paper document into an electronic image, the faster, more accurately, and less expensively you process it. Obvious though it may have been, over the 20+ years I’ve been in this business it’s not been an easy insight to act upon.
In the era of MFPs (multifunction peripherals), mobile phones and mobile data plans, it’s easy to forget how tentative data connectivity was even a short time ago. Even in a commercial setting, banks with branches, insurers with independent brokers, in fact, any organization with far-flung activities, all had big concerns about wide-area bandwidth. Scanning of documents and sending them “over the wire” from remote locations was seen as a luxury.
That perspective is changing – fast.
Converting a paper document to digital image as soon as the document is received, or even created, is a strategy now within reach of most organizations, in most parts of the world. It's called distributed document capture. It’s different from the old model of centralized capture, where everything is sent to a central processing center.
The good news is that there are now low-cost desktop scanners, mobile scanners, multi-function peripherals (MFPs), and more than a billion smart phones worldwide that can operate as a capture device. The bad news is that it’s not so simple as simply snapping a photo to be successful with distributed capture. Before you invest in a solution, you need to prepare yourself by asking some key questions... I'm putting some together to share with you in my next post.
Follow me on Twitter @CaptureGuru
Modified by Deepthi Nagarajan firstname.lastname@example.org
Ian Story,Senior Product Manager - Enterprise Content Management,IBM
Something struck me the other day - I haven't used a thumb drive in a long time. These little devices used to be staples of our digital lives, and I'm sure I still have one or two floating around in my briefcase somewhere, yet I couldn't tell you the last time I needed one. In today's connected world, I access content when I need to, where I need to, from whatever device I happen to be on. If I need to send a presentation to someone, I share it via a secure link, instead of copying it onto a thumb drive that will get me into trouble if it falls into the wrong hands. If I need to take a document with me on the road, I sync it to my mobile device, or pull it down for offline editing, and never think twice about it.
I don't think this is just me, in fact, I know it is not - in my job as a Product Manager here at IBM, I talk with our clients and prospects many times a week. They are all doing the same sort of thing, and for our customers, it has never been easier to work with your content wherever you happen to be, thanks to IBM Content Navigator. Content Navigator includes Worklight - our cross platform mobile toolkit; it also includes IBM QuickFile for secure file transfer of any document from your ECM system to anyone in the world. Better still, Content Navigator is available on whatever device you need it on, whether it's an iPhone or your laptop in Microsoft Office or an HTML5 web browser on the latest tablet - providing secure access to your content wherever and whenever you need it. And, with both the Worklight toolkit and a native app for iOS, to say nothing of the aforementioned HTML5 UI that works on any modern mobile device, making your content mobile has never been easier.
So, while the thumb drive is dead, I'm not mourning its loss. I'm happy to not worry about losing the latest secret documents on a tiny thumb drive that may fall out of my pocket in a taxi (at least if I lose my mobile phone, I can remote wipe it). Besides, think of all that extra flash memory manufacturing capacity that can be put to a much better use, like building solid state drives for computers, tablets and phones - giving them that instant-on feeling and being much more rugged and less prone to drives failing. Imagine what the world would be like without solid state drives, with a big excess of flash memory capacity that was being built for thumb drives, sitting around with no place to go...ever plugged a thumb drive into your iPad? Nope, me neither. Yet, on a daily basis, I work with my latest documents, collaborating with my peers all around the world, right there on my iPad, even when I'm disconnected on a plane (which happens less and less these days, in-flight Wi-Fi is almost as cool as Content Navigator). Long live mobile enterprise content management, good bye and good riddance to all the amusing keychain drives with various blinking lights, logos, shaped like little animals and so forth.
And last but not least, since I mentioned the boon of in-flight Wi-Fi above, it made me think of going places on airplanes. If you're still reading this, you should be planning to take a plane (or if you're close enough, some other form of transportation like a taxi or ride a horse or something) to Las Vegas in November, to our Information On Demand conference.
Here are some sessions that you should not miss.
ECG-1536A: IBM Content Navigator: The Enterprise Content Management User Experience,Date:6th November 11:15 AM – 12:15 PM, Mandalay Bay H
EIC-1664A: Creating Enterprise Content Management Mobile Applications Using IBM Worklight and IBM Content Navigator,Date: 6th November, 2013, 3:00 PM-4:00 PM,Location: Lagoon AB
EIC-1788A: Enterprise Content Management Mobile Update and Roundtable, Date: 6th November, 2013,10:00 AM-11:00 AM,Location: Lagoon GH
You can see some of this amazing enterprise content management technology for yourself and also a featured demonstration of ECM and mobile in the ECM keynote at the conference.
I'll be there, maybe I'll even hand out a few antique thumb drives as souvenirs - relics from a day long gone!
Learn More about Information On Demand
Modified by Scott Blau email@example.com
It's time to start planning your agenda for Information On Demand 2013 - aka "IOD," in Las Vegas. Whether you are in IT, Operations, or Finance, IOD is a great networking opportunity: meet with peers, industry experts, and influence the architects of your current solutions. Choose between business, technical, and leadership training sessions, or use the event to expand your understanding of Business Analytics, other Enterprise Content Management (ECM) technologies, and Information Management. There are also special events with todays thought leaders. You will be encouraged to “Think Big,” but maybe just as important, you can also learn how to “Think Fast.”
The main reason to go to IOD? Capture, of course! We're putting the focus on capture in the context of "real-time imaging." What's real-time? That's the time you - and your customers - expect things to happen when they have a smartphone in their hands. Mobile is coming to capture very quickly now. Don't believe me, then come to IOD to see for yourself. We'll be showing that and related distributed/branch capture capabilities and solutions. You'll see what is available today... and if you pay close attention, we'll give you a sneak peak at the future!
Here are some specific real-time imaging sessions to pencil into your agenda... and there are more to come!
EIC-3440A: Time is Money: Coca-Cola Realizes Process Improvements with IBM Datacap, Speaker: Thomas Fantroy, Coca Cola Refreshments, Manager Imaging & Workflow Solutions\Monday, Nov. 4, 10:15 – 11:15 AM, Lagoon U
EIC-1815A: Mobile and Multifunction Peripheral Transactional Capture to IBM Datacap and Enterprise Content Management, Speakers: Anthony Vigliotti, Notable Solutions, Date: 6th November, 2013, 4:30 PM-5:45 PM| Location: Lagoon IJ
EIC-1667A: What's New with Mobile Capture, Speaker: Mattias Marder, IBM, IBM Research - Image Processing and Computer Vision, Thursday, Nov. 7, 10 -11 AM, Lagoon GH
ECG-2224B: Content Integration: A Success Story (Mobile mortgage capture at National Bank of Canada) Speaker: Alain Foisy, National Bank of Canada, ECCM Practice Leader, Tuesday, Nov. 5, 3:00 – 4:00 PM, Lagoon F
Also, be sure to take advantage of the once-a-year opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. I'll be there, but you an also talk strategy with other ECM imaging business leaders, such as Brent Bussell, Feri Clayton,Brian Phelps, and Rick Gawronski. Or take a deep dive in to Document Imaging and Capture with experts from our product and technical teams, including Tom Stuart, Ben Antin, Jim Reimer, Charles Wiecha, Bud Paton and Noel Kropf.
Learn more about Information On Demand
For ongoing IOD updates, follow me on Twitter @CaptureGuru.
Modified by Sanjay Kupae firstname.lastname@example.org
As our team finalizes our presence at IOD 2013, we're excited about the sessions we're conducting around content analytics that we want to be sure you get them onto your schedule so you're not left standing outside what will be some of the best sessions at the conference.
If your area of interest is Big Data & Analytics for your company, we highly recommend that you spend some time checking out IBM Content Analytics which unlocks new business insights within large volumes of unstructured content.
For additional background, you can read some of the previous posts written about content analytics on this blog. At the conference we recommend you attend the following sessions:
ECA-1363A Wed, Nov 6, 11:15 AM IBM Content Analytics: Public Safety Agencies Connecting the Dots
ECA-1845A Wed, Nov 6, 04:30 PM IBM Content Analytics with Enterprise Search Product Update and Demonstration
ECA-1837A Wed, Nov 6, 10:00 AM Embracing BigData: How NCState uses Content Analytics, BigInsights & PowerLinux to Redefine Business Analytics
ECA-1619A Tues, Nov 5, 01:45 PM Security First Insurance: Disaster in a Socially Connected World
ECA-2681A Tue, Nov 5, 03:00 PM Using Content Analytics for JASMIN - Information System for the military communications in German
ECA-1315A Tue, Nov 5, 11:15 AM NASA's Use of IBM Watson Technologies for Enhancing Innovation and Enabling Mission Success
Also, make time to stop by at the ECM Expo Area to get hands-on demos from our Content Analytics experts who can answer all of your questions and talk to you about how our customers are successfully using this exciting technology for better business outcomes.
Modified by Sanjay Kupae email@example.com
What many folks value about Information On Demand 2013 is that it’s a User Conference, which provides an opportunity to hear firsthand from IBM clients what they’ve managed to accomplish with IBM solutions. There are many client-lead sessions this year that offer users of Business Analytics, Enterprise Content Management and Information Management a chance to show off what they’ve done. Within ECM, Document Imaging and Capture is well represented with some familiar names which have used IBM’s capture and report management solutions to achieve new insight and better business outcomes.
Here’s five capture-related customer sessions to flag for attending:
EIC-3440A: Time is Money: Coca-Cola Realizes Process Improvements with IBM Datacap, Speaker: Thomas Fantroy, Coca Cola Refreshments, Manager Imaging & Workflow Solutions, Monday, Nov. 4, 10:15 – 11:15 AM, Lagoon U
EIC-2795A: Business Empowerment Through Enterprise Intelligent Capture Using Datacap at New York Life Insurance Company, Speaker: Asif Rajab Ali, New York Life, Corporate Vice President, Tues. Nov 5, 10:00 AM - 11:00 AM, Lagoon U
EIC-3348A: How Union Bank Implemented Time and Production Efficiencies Using IBM Datacap, Speakers: Albert Pena, Union Bank, Vice President/Bank Operations Admin; Maureen Kennedy, Union Bank, VP, Sr. Systems Manager, Wed. Nov. 6, 10:00 AM - 11:00 AM, Lagoon AB
EIC-1388A: Improving Bank Account Opening Processes at Bii Maybank Through IBM Datacap Imaging Capabilities, Speaker: Toto Prasetio, PT. Bank Internasional Indonesia, Head of Front end Application, Thurs. Nov. 7, 08:15 AM - 09:30 AM, Lagoon GH
ECG-3024A: Serasa-Experian: Supporting Non-Stop Six Million Daily Inquiries at the Largest Latin America Credit Bureau With CMOD, Speaker: Luciano Franklin, Serasa-Experian, ECM Leader, Wed. Nov. 6, 01:45 PM - 02:45 PM, Lagoon U
Also, don’t miss the opportunity to take advantage of a unique opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. Talk strategy with ECM business leaders, such as Scott Blau, Brent Bussell, Brian Phelps, and Rick Gawronski. Or arrange a technical briefing with Doc Imaging and Capture experts from our product and technical teams, including Tom Stuart, Ben Antin, Jim Reimer, Charles Wiecha, Bud Paton and Noel Kropf.
Learn more about Information On Demand
Modified by Sanjay Kupae firstname.lastname@example.org
The thing about twitter is once in a while you come across something that is truly funny and explains what we really struggle to convey in 4 or 6 page whitepapers, one such tweet I came across was by Karen Lopez (Twitter: @datachick)
“"HELLO WORLD" on Hadoop should really be "HELLO YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU" #NoSQLNow
I will put my hand up and say I am geek who get its instantly and all of us who have at some point written a line of code will agree you could not describe personalization driven by Big Data better than that.
The very fact that we are able to process billions of pieces of information to find singular information about people is truly remarkable. The key to personalization is aggregation of information, isolation of facts from the aggregations and recognizing traits, sentiments and features from these facts. The key caveat about personalization is that we need the aggregation of information – demographics, web behavior, offer interaction, historical purchases, social media interactions, service call logs, satisfaction surveys.
Considering one or two sources of information to identify customers or customer types would result in inaccurate descriptions leading less effective personalization and in the end compromising product definition and promotions. Soon, in the Big Data world we will have the ability to aggregate structured and unstructured data and perform advanced analytics like Content Analytics on it- and truly identifying micro-segments of your marketplace and help product designers create products that address the specific needs and marketers can create messages and promotions that excite these micro-segments.
If you want to know more about how Content Analytics analyses information for true insights check out checkout the online demo.
We will be talking about Content Analytics @ IOD 2013 in November, join us in Vegas to converse with a wide range of experts on all things Big Data and Analytics.
In "Side by Side," a documentary about the war between film and digital in the motion picture industry, there's this great bit where the director of Slumdog Millionaire talks about how smaller digital cameras changed the dynamic of how the film was shot.
With director of photography Anthony Dod Mantle using a small handheld camera, Boyle and Mantle were able to go places they couldn't before as they ran through the streets of Mumbai and hung off of trains getting shots that previously were difficult (or impossible) to do and match the quality of film. The result was a creative masterpiece that took home Oscars for both of their efforts as well as the film itself (ten nominations total with eight wins).
I should point out that shooting in that style was nothing new and in fact, Mantle was one of the originators of the "Dogma 95" movement years earlier. That said, it took years of technology innovations to deliver an image that you probably didn't even know was shot without film.
I love stories about technology allowing creative individuals to do things that they couldn't before and it's why I'm so excited about Big Data & Analytics and some of the sessions and things we have going on at IOD (November 3-7) around Content Analytics specifically.
The IBM Content Analytics with Enterprise Search solution is taking Big Data "handheld." It's taking analytics where you weren't able to go before.
And like with Slumdog, the technology is now there to open up new possibilities when it comes to the massive volumes of unstructured content that before were impenetrable.
Here's a simple example. An "info@" e-mail account that gets a couple hundred incoming messages from customers that have all sorts of juicy pieces of information that can provide valuable insight but are physically impossible for any single person (or team) to read and process. Content Analytics can process the massive amounts of unstructured content (in numerous languages) to better understand what customers are asking for so that product documentation and marketing materials can be updated to accelerate the sales cycle and increase revenue.
That's a basic, but practical example of the type of insight coming from Content Analytics. Matching that with the data analytics you are currently running with Cognos, SPSS and other solutions can now provide a complete picture that gives you new (and more accurate) insights into how to create meaningful change for your business.
This is the first in a series of articles we'll be writing to tell you all about what we have going on at IOD 2013. As we get closer to the event we will call out specific sessions and feature interviews with subject matter experts.
Much more to come. In the meantime, register for IOD 2013 on the website and if there's more information about Content Analytics in our online demo.
IBM Connections Enterprise Content Edition V5.2.0 is an innovative social content management solution designed to provide collaborative document management tightly integrated with modern social collaboration elements such as liking, tagging, and following.
Connections Enterprise Content Edition not only enables businesses to address multiple scenarios independent of platform device or application, but also allows users to leverage the organization's collective stream of knowledge.
Key features of Connections Enterprise Content Edition
Self-provisioned communities to easily create and collaborate on office documents.
Apply social tagging, comments, likes, recommendations, and track download counts to content.
Work directly with content through IBM Content Navigator and its application integration with Microsoft Office applications or via an IBM Connections community.
Associate context to enterprise content via wikis and blogs.
Access content anytime and anywhere through web, portal applications and smart devices.
Document versioning capabilities and routing documents for review and approval.
Execute hold and retention policies as directed by the IBM Information Lifecycle Governance Policy suite of products.
Extend custom applications through the Content Management Interoperability Standard (CMIS), and Content Manager APIs.
IBM® Connections Enterprise Content Edition includes the following no-charge, product components:
IBM Content Navigator
IBM FileNet® Content Manager
You have a cost efficient way to combine social collaboration experiences with enterprise content management through this integrated product bundle.
If you are an existing IBM Connections customer who also has Connections Content Manager or the IBM Connections Suite, you have a cost efficient means to obtain extended Connections Enterprise Content Management through the new Connections Enterprise Content Edition add-on.
To know more about the product, please click here
Modified by Deepthi Nagarajan email@example.com
Deepthi Nagarajan, Category Marketing Manager -Document Imaging and Capture, IBM
“The Age of the Customer” is now - customers soaring with expectations on what they want, what they like and how well you know them. They not only want more self-service capabilities but also expect a seamless and integrated experience across all the devices they use to connect with you. They expect relevant promotions and a flawless post-purchase experience. Today, if you do not have real-time response to a customer request you will lose business.
A Gartner research has identified some trends that support this:
89% of people would discontinue their business with a company after a negative customer service experience
86% of consumers would pay more for a better customer experience
With the increasing demands of the customers, it’s time that you recognize where you are in your customer experience journey. Are you seeking answers to any one of the following questions?
Do I need to reduce the time it takes for call center agents to resolve customer inquiries?
Do I know of incidents where customers have been lost due to frustrating customer service?
Is it likely that some customers are lost without ever learning of the incident that caused the loss?
Can I reduce the number of customer call-backs?
Would my operations improve if call center agents could see, online, documents that have been printed and mailed out to your customer?
Can I reduce costs and increase customer satisfaction by streamlining access to customer information?
How important is customer satisfaction to customer retention?
If the answer is yes, you are in need of a Digital Front Office solution that can transform and provide an enriching customer experience.
IBM Content Manager On Demand(CMOD) transforms high volume print correspondence into on-line electronic documents to support customer self-service operations.
To know how IBM CMOD drives exceptional customer experience view this webcast – “Right Here, Right Now: Delivering Real-Time Customer Response” delivered by Brian Phelps and David Jenness.
In this on demand webcast you learn to know your customer’s lifetime value and how to create a system of satisfaction by understanding, connecting and engaging with your customer. The speakers elaborate on how you can reduce overhead by giving customers strategic access to their account information and creating meaningful interactions by leveraging online exposure. The webcast also provides an end-to-end overview of the Service-Profit Chain and how you can use it to improve your overall customer experience.
Click here to view the webcast now.
Modified by Scott Blau firstname.lastname@example.org
I'm just back from a trip to India. Until fairly recently, I would never have imagined significant opportunity for document capture in the very place where outsourcing of data entry has been most successful. That's relevant to the document capture business because when a document is "captured" two things happen:
- the paper document is digitized (usually scanned, but sometimes an already electronic document is converted to a standard format), and
- data is extracted from the document - either manually or using OCR - so the document can be filed, and sometimes to populate a line-of-business application.
Call it what you will - indexing, verification, keying - it is a data entry requirement that allows a document that has been digitized to be sent to locations around the world where labor is less expensive. It is exactly in this type of work that India has excelled. A vast, trained workforce has taken on the tedious task of manually extracting information from documents. Even compared to "automated," OCR-assisted data entry that requires relatively expensive labor in North America or Europe, a very competitive alternative has been to take advantage of the much lower-cost labor pool in India (and other countries) to manually enter data, without the help of automation at all.
So why was I in India? To some extent, you can say that the success and breadth of outsourcing initiatives over the last 20 years have changed the underlying economics. Although labor continues to significantly less expensive in markets such as India, China, Philippines - the usual suspects - costs have gone up substantially. They have gone up enough that it is no longer a given that throwing more manpower at a problem, such as manual data entry, is going to be less expensive than investing in automation technologies to help assist in the effort. Many organizations are coming to the same conclusion.
Even banks with far-flung operations and massive workforces are exploring ways to automate aspects of the document capture process: the volumes of documents to be captured are staggering once a bank wades into the world of branch capture. (My thoughts on how branch capture is technically something new in document capture: http://ibm.co/13i74bl.) Automation not only reduces costs, but speeds up the process, ultimately helping improve customer services… and most importantly, customer satisfaction. (And if you are skeptical that customer satisfaction is the underlying benefit of document capture, let me try to convince you: http://ibm.co/10bwmsJ.)
Put another way, in large-scale document capture operations, there is a premium on reducing complexity, including the number of people involved. Globally, the Holy Grail is to grow the number of documents being captured, while meeting that growing need with existing staff.
From my perspective, document capture has come of age when it is being adopted globally, even in markets traditionally noted for the low cost of labor.
To continue the conversation, connect with me on Twitter @captureguru.
Modified by Sanjay Kupae email@example.com
Leveraging on its years of ECM expertise, IBM delivers IBM Content Foundation (ICF), a content management solution designed for small, medium, and large companies that need rapid deployment to reduce total cost of ownership and also need enterprise class capabilities such as scalability, security, and stability to deliver better control of all enterprise content.
ICF brings new ease-of-use capabilities that reduce cost and complexity, making ECM more accessible than ever before.
It is based on the world-class, industrial strength and proven technology of FileNet P8, but in a more affordable, more accessible, more consumable package…”The power of P8 made nimble and more affordable”
It also provides a cross-industry ECM solution for common document management, custom application development and ECM consolidation.
IBM Content Foundation provides:
Custom application development APIs and tools to enable customers and business partners to customize Content Foundation solutions for their specific business needs.
Extensive document management capabilities to support document and publication requirements whether they are small and simple or extremely large and complex.
Platform consolidation capabilities to enable Content Foundation to manage content from multiple, disparate repositories.
Social content management capabilities to bring the insight of social content to content managed by Content Foundation.
Enterprise manageability and scalability to handle large content systems and help reduce total cost of ownership.
IBM Content Foundation includes following value-add components as non-chargeable, bundled components:
IBM WebSphere Application Server
IBM DB2 Enterprise Server Edition
IBM Content Navigator
IBM Tivoli Directory Server
IBM Content Integrator
IBM Content Federation Services
Integration for Microsoft Office
To know more about IBM Content Foundation click here
Modified by Scott Blau firstname.lastname@example.org
It's that time of year - beautiful days in New York, flowers, clear skies… and Smarter Commerce in the air. A year ago I was in Madrid at the IBM Smarter Commerce Summit - I haven't been the same since! It wasn't the protesters teaming in the streets calling out the effects of austerity on youth unemployment, or the luxurious resort (in fact, just another airport hotel) setting for the Summit. It was the conference content...
The keynote was the most interesting presentation I've ever seen at a technology conference (and I have been to many over the past 25 years)! To signal something special was coming, the lights in the large auditorium were turned down. A hush fell over the otherwise bustling room as two people gingerly made their way up onto the stage. One was clearly bind and it felt a bit awkward to watch him feel his way up multiple steps and across the open space. This was clearly not going to be a standard set of Powerpoints...
Over the next half hour the blind presenter on stage held the audience spellbound. His role concerned customer experience management at ING, the Dutch bank. He started off with a simple statement of the problem he faced: since the financial crisis started in 2008, customer trust of banks had hit an all-time low. But without trust, how can you have active, and growing, banking relationships?
It was not the blind leading the blind. This fellow could see clearly that for businesses to thrive, to acquire new customers, to retain existing customers, business didn't need technology that could reach further into a customer's wallet, but a perspective on the customer which focused on creating an individual customer experience... for every customer. Although this was a technology conference, he hardly spent a minute, and not a single slide, on technology.
The focus was on the customer… The presenter told the story of a customer who gets distracted by a phone call while withdrawing cash from an ATM - and walks away leaving the cash in the machine. Apparently, this happens thousands of times a year. As the presenter pointed out, this aborted transaction leaves a lot of anxiety behind. When the customer finally realizes what they have done, a minute, an hour, or a day later, the first thing they want to know is, "where is my money?" Of course, the bank knows: for years cash machines have sucked the money back in and re-deposited it. But the customer doesn’t know that and is left in the dark.
The solution - the customer-centric solution - to this problem was easy: send the customer a text: "Sorry you missed withdrawing €150 from our ATM at X branch - come back again when you can, as we have safely re-deposited it into your acct."
"Easy" conceptually, but monumental for the bank. Why? Because branch and ATM services, although they have access to account information, do not have access to customer contact details squirrelled away in account management and customer service systems. Addressing this challenge requires a willingness to break down long-standing barriers between data silos in the bank.
As I listened to the presentation, it dawned on me what Smarter Commerce was all about. It means engaging with customers in a way that makes the customer feel special, because they are individuals, rather than just a number or one of many.
My head was swimming by the time I walked out of the auditorium. After so many years of focusing on document imaging and capture, I could now see that the value we are offering our customers is not just improved productivity, but the opportunity to help our customers serve their customers better!
I'll share more on this topic soon, but for the time-being, the 2013 version of the Smarter Commerce Summit just finished last week in Monaco. You can follow @IBMSmarterCommerce. And here's a perspective on the conference from someone who started thinking about these things a long time before I did - Buy Sell Market Service - When did ECM become a Monte Carlo Celeb?
I found it funny that I was asked to let you know about a survey (more on that in a moment) when right now I am facing one of the most difficult questions in years.
"Who do you want to win in the basketball finals, the San Antonio Spurs or the Miami Heat?"
It's a difficult question for me because I live in Texas but I was raised in Miami.
This is my "subway series."
So, how about questions that have answers that won't start bar feuds (maybe). Am I right?
The IBM Institute for Business Value has kicked off the 2013 analytics survey (the fourth in the series).
This year's study will explore the capabilities needed to transform today's vast array of data sources and digital technologies into a value-creating competitive advantage.
Basically, we're looking to get feedback from you as to what it takes (or doesn't take) to create value from analytics.
By the way, the 2012 Executive Summary is available if you want to see some of the results from last year.
The current survey will run from June 12 through July 5, 2013 so please make some time to complete it before the cutoff date.
Details can be found on the website and you can follow the conversation on Twitter with the hashtag #ibmibv.
For taking the time to participate in the survey, you'll be receiving a copy of the study once it's released (October).
As for me, in the next few days my reply will be, "Go Speat!"
The IBM Content Foundation V5.2 information center is now available. See the information center at: http://pic.dhe.ibm.com/infocenter/iconf/v5r2m0/index.jsp
Luggage Salesman: "Have you thought much about luggage, Mr. Banks?"
Joe Banks: "No."
Luggage Salesman: "It's the central preoccupation of my life."
- Joe vs. the Volcano (1990)
As a reader of this blog, and as a user of IBM Content Analytics with Enterprise Search, you know that Big Data is extremely exciting when it comes to unstructured content; in large part (no pun intended) because there is so much of it to analyze.
And that's part of the problem. There's so much of it.
Where do you put it?
One solution you might have heard of is "Hadoop," considered by many as the leading platforms for storing both unstructured and structured information in this space.
"Where do you put it?" becomes an easy answer when you know that IBM has taken the power of Hadoop to the enterprise with IBM InfoSphere BigInsights. In fact, we've been documenting how our clients have been using BigInsights on the IBM Big Data Hub and on our YouTube Channel.
But, if you're like me, you want to kick the tires and hold it. Code to it. Run it. See what it can do and take it for a "test drive."
Starting today, you can.
The new Quick Start Edition is a free non-production download that you can use to try out and see how BigInsights fits into the work your organization is doing around Big Data and content analytics.
To derive insight from the mass amounts of unstructured content you'll be storing, you can easily take your copy of IBM Content Analytics with Enterprise Search and use the nodes in BigInsights for processing power in the instance of these very large collections.
For the work you're currently doing to derive insight and extract business intelligence from your unstructured or textual data and content, you can now use the built-in integration with BigInsights to scale up processing power for document processing and parsing (and if you're working with very large data collections like those typically found on the web or in large enterprise, you'll appreciate this massive scaling).
Content analytics has already changed the way you think about solving problems critical to your business for the content you've been working with, and the Quick Start Edition of BigInsights is a great way to start your Big Data journey.
Try both of these solutions out together and post what you are doing with your new projects in the comments below.
In response to: What Makes Branch Capture so Different...
Tom's point is a good one - at some point "distributed capture"
becomes distributed "processing", where at least the first phase of
automation, OCR, etc., takes place at the branch. That eliminates
concerns as to network latency, etc. But it introduces the issue of
projecting the software and configuration out to the branches.
Luckily, most banks have the issue licked.
IBM ECM at Smarter Commerce Global Summit, Nashville 2013 (May 21-23)
IBM Enterprise Content Management (ECM) solutions help businesses deliver exemplary service to their customers across multiple touch points, anticipating client behavior and taking action to promote customer satisfaction. IBM ECM is the established leader in directly supporting the customer service needs of banking, finance, insurance, utilities, telecommunications and government.
With IBM ECM solutions targeted to specific line-of-business needs, organizations can capture, manage and share critical content associated with suppliers, products, services and customers throughout its life cycle to help ensure compliance, reduce costs and maximize productivity.
Join the IBM ECM team at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations include:
Modified by Deepthi Nagarajan email@example.com
Deepthi Nagarajan, Category Marketing Manager - Document Imaging and Capture, IBM
Who is your customer? - One who receives your product/service and has the ability to choose between you and your competitor’s products or services. Is the customer’s expectation same now and 10 years ago? The answer is definitely a “NO” as there is a dramatic shift in the market place which has changed the expectations of a customer. Mobile, Social and Digital technologies are changing not just the way that our customers interact with us, but they are changing business models and the global commerce landscape.
Thanks to the proliferation of smartphones. We have more than a billion users worldwide. It has not only made the world interconnected, but also changed the way companies engage with its customer. In the Post PC era, your customers have a question about something - no matter where or when - they are looking for immediate answers. “Real time” delivery of service has become a norm and not a choice for companies today. If you can’t respond in real time to a customer’s request – quickly and accurately – you will lose business as customers form opinions every time they interact with an organization.
A research by Gartner shows that,
• 89% of people would discontinue their business with a company after a negative customer service experience
• 86% of consumers would pay more for a better customer experience
• 73% of consumers would expand their purchases with a merchant by 10% or more if the merchant delivered a superior customer experience
• 56 % want increased self-service capabilities (IBM Consumer Study 2012)
Each one of us is a “customer” in our everyday lives and we expect exceptional service with every entity we interact with. Customer to your bank, your telephone or network provider and the list goes on. How many times we would want the ability to view our account statements, telephone bills and credit card bills online without having a frustrating experience with a customer service executive of the company? Almost always. Each call you make to a customer service help desk for a problem is not only time consuming but also frustrating as they do not see the same copy of the bill that you are referring and calling for a clarification. Making them understand your problem and seeking help can be a challenging situation and we all have faced it.
So are you providing the service that your customers expect from you? Are you set up to deliver a real time customer service? Are you prepared to let your customers have self-service access to their account data and invoices?
If yes, IBM Content Manager On Demand is the solution for you to deliver a customer response in real time. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with consumer, banking, finance, insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Come and attend this session to know more about CMOD and how you can increase the online exposure to build a deeper engagement with your customer.
Register here for this session (Session id: 3576) at IBM Smarter Commerce Global Summit, 2013
3576: Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Program: Smarter Commerce Service Track
Speakers: Thom Garcia, IBM
Get ready to serve the empowered customer.
Guest post by Michael Veenswyk, CEO at Integritie
Integritie is happy to participate at ECM’s Business Partner Leadership Forum this week. As a long-time partner with IBM, we welcome the opportunity to get a look at the product roadmap and give feedback on future development.
We’re also proud to be part of the team that helped with the successful implementation at Security First Insurance announced yesterday. This is a great example of a company with a business problem being helped through a partnership with a single focus – helping customers in need.
Florida has more property and people exposed to hurricanes than any state in the country. People whose homes have been damaged or destroyed by a hurricane are often displaced quickly, with little more than the clothes on their backs. Grabbing an insurance policy on the way out the door is often an afterthought. They’re relying on their insurance companies to have the information they need to help them get their lives back in order as quickly as possible.
Security First Insurance had mastered customer service through its call center and web portal but needed help with email and social media. Here’s where the partnership came into play.
Integritie configured a solution built on key IBM ECM software components, featuring IBM Content Analytics with Enterprise Search, IBM Content Collector for Email and IBM FileNet Content Manager software. Now called Social Media Capture 4 (SMC4), it offers four critical capabilities for managing social media platforms: capture, control, compliance and communication. For example, it logs all social networking interaction for Security First, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.
The Content Analytics with Enterprise Search software that anchors the SMC4 solution provides the information necessary to help the company identify and address the most urgent cases first. The software automatically sifts through data in email and social media posts, tweets and comments using text mining, text analytics, natural language processing and sentiment analytics to detect words and tones that identify significant property damage or that convey distress. Security First can then prioritize the messages and route them to the proper personnel to provide reassurance, handle complaints or process a claim.
Security First wanted to be available to its customers no matter how they chose to get in touch. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company’s Facebook page or Twitter account.
The result? Thanks to a great partnership with IBM, Security First is now one of the first insurance companies in Florida to make themselves available to customers whenever, wherever and however they choose to communicate.
Modified by Sanjay Kupae firstname.lastname@example.org
guest post by John Murphy VP ECM Products and Strategy, IBM
This week, the ECM team is holding its annual Business Partner Leadership Forum in Dana Point, California. It’s an invitation-only, two-day event that will highlight IBM’s product roadmap and provide an opportunity for direct feedback to IBM executives for more than 80 partners.
This is the perfect venue to introduce IBM Content Foundation (ICF), our new content management solution specifically designed for mobile and social environments. It’s the new foundation for our smarter content solutions going forward.
In just a few short years, social media—and social content—have become key components in business collaboration, enabling users to share ideas, locate expertise, and access relevant knowledge quickly.
On the one hand, this explosive growth of social media and “big data” is enabling enhanced collaboration, productivity and innovation. On the other hand, it dramatically increases IT costs and risk exposure.
Here’s where ICF comes into play. It combines the scalability of social networking with compliant controls, which makes social content easier to discover, improve, secure and preserve. This means our partners can develop social ECM solutions at low cost that give customers the ability to access content from anywhere and leverage the business’s collective stream of knowledge.
How does it differ from other enterprise-class solutions? ICF has a lighter content management footprint, which makes it easier to build, deploy and use. It’s the right fit for partners or organizations that may have limited IT resources but still expect and need enterprise class capabilities such as scalability, security and stability.
With new, aggressive pricing combined with enterprise-class capabilities, IBM Content Foundation is a very competitive offering that can benefit all companies, regardless of size.
At IBM, we’ll continue to rethink the strategic role of content with solutions such as IBM Content Foundation so that businesses can harness data, better connect people to key information, and analyze content to make better business decisions.
Modified by Sanjay Kupae email@example.com
Sanjay Kupae, Category Marketing Manager- Discovery & Analytics, IBM
Good experiences are shared. Bad experiences are shouted.
SHOUTED might not be a strong enough word because as customers are more connected, the speed and scale to which negative customer experiences travel the Internet is frightening.
The biggest source of grief for most customers is when they reach out to your contact center. Most customers are calling your contact center only after a long process of trying to fix their problem themselves. They're ready to shout even before they pick up the phone, so when you call for assistance, time and accuracy are critical to creating an exceptional experience for them.
The contact center call experience is one of the most important activities to build customer loyalty. When that customer reaches out to you, for that brief three- to-five minutes your service associate represents your brand and all it stands for.
The customer is speaking to your service associate because they need answers. Which means your service associate either knows what to say, or more often than not they need to look for the right information, somewhere hidden across the volumes on top of volumes of information spread across silos in your enterprise.
Three hundred seconds is not a lot of time, and it's even less time when your employees don't have the tools.
Content Analytics drives exceptional service experience in two ways –it enhances traditional enterprise search to recognize every piece of information residing in the enterprise and secondly it lets businesses analyze customer interactions to identify service challenges and train associates better.
A recent Aberdeen report says that “For companies with content analytics, the streamlined searching and fast response to queries had a trickle-down effect on several universal business metrics. In the last twelve months, these companies reported a 17% improvement in the accuracy of their business decisions, and a similar improvement in the quality and relevance of their overall analytics program. Furthermore, their data-centric business process – like handling customer complaints, processing invoices, managing inventory, or closing the books – became 12% more efficient. Companies without content analytics reported 2 to 6 times less improvement.
Content Analytics not just improves the customer experience during the interaction with the business, but has a definitive impact on retention, advocacy and revenue.
And it can reduce the shouting...
For more information read the full Aberdeen Group whitepaper or better still visit the Smarter Commerce Global Summit at Nashville , TN between May 21 to 23rd and talk to us
Today’s leading companies are harnessing the
value of content for new insight and better business outcomes. IBM ECM is
providing the market’s richest solution for case management work patterns
through a deep integration of content management and case management
capabilities with process, business rules, collaboration and analytics.
Join the IBM Enterprise Content Management (ECM)
team at Impact 2013 where you will have the opportunity to learn more about
leading case management solutions and how your organization can integrate
content and case management capabilities with process, business rules,
collaboration and analytics. Featured ECM presentations include:
Monday, April 29 - 10:30–11:45
Integrating BPM with ECM
Location: Delfino 4005
Wednesday, May 1 - 10:15–11:15
IBM BPM and IBM Case Manager –
Addressing the Range
of Business Process
Location: Lando 4201A
Tuesday, April 30 - 4:00–5:00 PM
Uniquely Addressing the Case Workload
with IBM Case Manager
Location: Lido 3103
Thursday, May 2 - 1:00–2:00 PM
Coming together: Business Process Management and Advanced
Location: Titian 2203
Register today at http://www.ibm.com/impact
Ask your ECM representative to schedule a one-on-one meeting with
ECM Executives at the event
The Impact 2013 Executive Meeting Center is open
for business! IBM ECM executives are ready to meet with you and your customers,
Business Partners, and prospects to help you progress or close ECM
opportunities. Doug Hunt, Ken Bisconti,
and David Caldeira are available for meetings during the conference.
We will see you there!
Modified by Deepthi Nagarajan firstname.lastname@example.org
Blog Post by Scott Blau,WW Director of Document Capture,IBM ECM
Historians and anthropologists debate the topic of “when did intelligent life on earth start?” But I sometimes wonder just how intelligent we are when I see the nutty things that humans do. I certainly scratch my head at the way we sometimes make our lives so hard for ourselves in the way we structure our activities.
Is it really intelligent to pave over so much of the earth? Are we being smart not putting more effort into alternative energy sources? And on a much more immediate level, is it really so intelligent of us to continue to be swapping paper documents and filing them in filing cabinets, or even printing an email… so it can be sent down the hall to be scanned?
It is probably a “no” to each of those questions.
I’m not an expert on ecology or sustainability, but I’ve been around the document capture space for long enough to know that there still is a lot of room for us to get smarter. One of the ways of doing that is to stop thinking about document capture in isolation, separately from the storage and retrieval of images after they’ve been captured.
When I first started out in document capture in the late 1980s, it made some sense to think about scanning a document, extracting information from it and then forgetting about the image altogether. But with advances in network bandwidth, storage, and database technologies, it’s rare these days that anyone scans without saving images. And that’s smart.
But to squirrel away those images where they may not be easily found, are not properly indexed, or are unconnected to business processes, isn’t particularly clever either. And certainly processes which cause electronic documents to slip back to paper (through printing) only to be scanned again is on the dumb side of the scale.
Intelligent Imaging is about bringing to bear all the capabilities that have developed over the last 20 or 30 years to take documents, whether they are originally electronic or paper, extract information from them, make them available, and, finally, tie them into useful business processes.
Here’s a man-in-front-of-a-whiteboard video where I explain more about intelligent imaging – all in under seven minutes.
Blog post by Scott Blau, WW Director of Document Capture, ECM, IBM
Admittedly, capturing invoices
automatically is not as exciting as riding Disneyworld’s Space Mountain roller
coaster ride, but it’s not as scary either. Why? Because you have more control. When you ride Space Mountain, you are
strapped in like a piece of luggage and you spend half the time in the
dark. IBM Datacap Taskmaster Accounts Payable
puts the operator in the driver’s seat with lots of tools – available at a
single click – and you’re never in the dark.
Leveraging IBM’s Intelligent
imaging approach, Datacap enables operators to view scans, faxes, emails and
email attachments all in the same format, so it doesn’t matter how your
department receives invoices. As you can
see in this quick demo, Taskmaster extracts data automatically, applies the
vendor ID, and enables matching against purchase order line items, so you can
help facilitate a three-way match in SAP or Oracle. And watch how easy it is to receive a new
invoice and set it up – without building templates or programming.
So here’s a proposal: automate
invoice processing with Datacap to cut your invoice processing time and cost in
half, and then, with the extra time you have back, you can make plans to fly to
Orlando and wait in line for Space Mountain.
View the demo on the IBM
ECM You Tube Channel and for more information click
Here's an announcement from the OnDemand User Group about new Webinars and the annoucement of local user groups. Please feel free to distribute this information to co-workers and business partners.
Dear OnDemand User Group Member,
The Board of Directors for ODUG hopes you're having a great 2013 so far.
We have two exciting announcements for you.
For those of you who weren't able to make it to the ODUG Technical
Conference last year, we're announcing the first of what we hope will be
several online 'webinars' that will be available worldwide and for free.
Due to a mix-up with the IOD Conference organizers, some CMOD-specific
sessions were scheduled at the same time as the ODUG meeting -- so we've
invited the presenters to re-present their sessions, and they've accepted!
You can find more and updated information on the ODUG Forums:
(Please feel free to share this eMail with co-workers or other CMOD users,
but you must log in to read the invitation -- if you don't have an
account, sign up using your business eMail address, and your account will
be approved within 24 hours.)
ODUG Local Meetings
The number one request we get from our members has always been for local
ODUG meetings. In the past, attempts to partner with other User Groups
has been discouraging, and as a group that doesn't charge for membership,
we aren't able to rent meeting space. So we're putting out an official
request -- if you're interested in being a part of a regional user group
please make yourself known here:
(Again, you must log in to the forums to access this announcement.)
That's it for now. Expect to receive more regular communications from the
ODUG in 2013!
If you have any questions or comments, please feel free to eMail the board
at email@example.com. Thanks!
The ODUG Board of Directors
By Michael Bahr, WW Techical Sales Leader,IBM Social ECM
you ever heard someone say, “Work smarter.”?
Have you ever wondered what they meant?
How do you as a corporation create an environment to improve
productivity without over extending your existing workforce? All these
questions were answered at Connect 2013.
For those who
missed this session on “Building
the Smarter Workforce” by Denis Brousseau from IBM,Josh Bersin from Bersin
& Associates and Ralf Larsson from Electrolux at Connect 2013,here is a
smarter starts with an open, easy to use set of tools your employees are
familiar with and will embrace. Look
around your workforce and you will see workers texting, searching the internet,
following their favorite tweets, and sending emails to friends and coworkers
for help. They are working harder to
solve problems but not necessarily smarter.
Collaboration is the key to solving problems faster but, using email to
collaborate is not smarter.
offers a suite of Social tools to help build your “Smarter Workforce” with
familiar tools such as blogs, wikis,
text chatting, activities, communities, forums, bookmarks, home pages, and
community specific file and content management.
IBM Social Content Management in conjunction with IBM Information Lifecycle
Management and Social Analytics creates the needed synergy to build a “Smarter
Workforce” while addressing complex corporate and governmental compliance and
Provide your employees the ability
to share ideas, knowledge, and expertise across professional social networks making sure this exchange of information is available, managed,
protected, incorporated into your business systems, and discoverable to gaining
new insights, solve problems faster and easier to create your Smarter
are some ways to transform your workforce and create a competitive advantage in
your industry. Are you interested to find
out how leading companies are creating a smarter workforce to get the right
skill in the right place at the right time?
Guest post by Lindsay Drew Smith of Genus Technologies
Slumberland Furniture had a compelling story to share on how
going social creates an exceptional workforce with the attendees at Connect
2013.Slumberland Furniture’s highly sought after speaker and Director of
Information Services, Jamie Page spoke on how they transformed their company’s
culture by leveraging WebSphere Portal and Web Content Manager (WCM) as a collaborative
platform for information delivery, core business applications, knowledge sharing
Jamie spoke about real dollar ROI that IBM Connections,
Portal, WCM, IBM Content Manager and Genus Media Upshot (a rich media
management solution by Genus Technologies) produces annually. He showed to the
audience that going
social is affordable and attainable with small and mid-sized companies.
So for those who have
missed this session at Connect 2013, here are some interesting snippets from
Jamie’s session. Slumberland Furniture is a privately
held furniture retailer with $350 million in annual sales with 130 stores across
13 states and just a 13-person IT department. As one
of America's top sellers of La-Z-Boy upholstery, as well as the Midwest's
largest retailer of Natuzzi leather and both Sealy and Simmons mattresses,
Slumberland's mission is to improve the life of each customer.
In 2011, Slumberland Furniture corporate management
recognized that comprehensive sales associate training was critical to
providing a consistently superior in-store experience. The company needed to
transform its training delivery model to decrease costs, reduce the labor
involved in producing and distributing training media and support more rapid,
social delivery of training and marketing/advertising information to store
employees. Slumberland also required collaboration on rich media, such as
training videos, promotional and advertisement collateral, and branding
information and logos.
Slumberland has since
revamped its merchandising processes, socially enabled mission-critical
applications, and rich-media enabled its employee portal. IBM solutions and Genus Media Upshot were implemented to
create effective Social Content Management, managing and delivering all of the
firm's rich media assets, such as video, audio, images, documents and
now enjoys social learning, operations collaboration, and innovation
opportunities for its employees, while reducing costs and improving productivity.
And for those who were there at this session
and heard Jamie’s success story- It’s time to take your social content to a new
level in the era of Social Business with IBM. Learn more at http://www-142.ibm.com/software/products/us/en/subcategory/SWB40
By Ken Bisconti, Vice President of Enterprise
Content Management Products and Strategy
It’s clear from customers and attendees at IBM Connect
2013 that social and collaborative
tools are beginning to transform how people interact and work.
Across industries today, companies are looking for ways to boost
workforce productivity, protect corporate assets, and properly manage different
types of data. And there’s plenty of it. IBM estimates that
2.5 quintillion bytes of data are created every day -- so much that 90 percent
of the data in the world today has been created in the last two years alone.
The challenge: How do you deal with all this information
and get the right information to the right people? Here’s where social business
is coming into play. It provides a better, more modern way for both casual
business users and knowledge workers to leverage, create, and consume content
both inside and outside the organization.
organizations are using social software for front office business operations,
analyzing big data such as Tweets, Facebook posts, blogs and public forums to
react swiftly to customer trends and out-market competitors.
And social and collaborative tools integrated with enterprise
content takes information sharing to a whole new level. Social content
management – or social business software – brings the
innovations of the social consumer web right to the enterprise. People get the
great user experiences they love in their favorite consumer applications while
meeting stringent enterprise IT requirements. They can create
and consume content quickly knowing they have access to the right kind of expertise.
New social business software such as IBM Connections
Content Manager makes social content easier to discover, improve, secure
and preserve by combining the scalability of social networking with compliant
controls. By weaving together valuable content through innovative business
processes, a customer can deliver the right information at the right time so
that everyone — across an organization — has what they need to make smarter
Social business activities also need to be
integrated and aligned with business processes to be truly effective. To help
clients address this challenge, IBM developed Connections
Enterprise Content Edition, a superset
of the Connections Content Manager. It’s an integrated social content management solution that
combines the scalability of social networking with enterprise content
management and the compliance controls required by regulated industries. It
increases the ability to share knowledge, gain expertise and create high-value
content quickly through advanced content, document management and workflow use
Guest post by Michael Bahr, Technical Sales Leader, IBM Social ECM
Building a Smarter Workforce is much more than
just defining topics for discussion, holding meetings, and driving
conversations. In today’s world of
social networking, businesses rely more and more on social tools for
communications, collaboration, assessing topics of interest, and addressing the
needs of their customers and knowledge workers.
This new paradigm of doing business requires interaction between the
social networking “systems of engagement” and the corporation’s “systems of
record” including Content Management.
The ability to share ideas, knowledge, and expertise among
knowledge workers has become the basis for today’s “systems of engagement”
through collaboration. Today's content
management systems now require the same tagging, rating, ranking, and discussion
features that have become popular in consumer Social applications. Social content (including blogs, wikis, text chats, activities,
communities, pictures, and videos) has entered the workforce and businesses are
increasingly interested in making sure this information is available, managed,
protected, and incorporated into their business systems and discoverable. However,many IT departments continue to struggle with this new
paradigm while maintaining a defendable position with corporate governance.
Customers’ expectations are changing, and an increasing
number now expect to be able influence corporate behavior and outcomes by
voicing their opinions and ideas via social media. Corporate workers’ expectations are changing
also, expectations now focus on the ability to efficiently navigate and find
content not only from desktop computers but also from new social user
interfaces delivered to the browser as well as mobile devices and tablets.
It has become important for companies to take a new
Synergistic Computing approach to customer interaction, knowledge worker
requirements, social networking, and corporate governance inorder to build a
smarter workforce. By enabling employees to share ideas and work together
across professional social networks, organizations are gaining new insights,
solving problems faster and easier, and creating a Smarter Workforce.
Are you interested to Build a smarter workforce? Register
here for this session (Session id SPN103) at IBM Connect 2013 and hear Joe
Shepley of Doculabs and Cengiz satir of IBM share their views on taking your
social content to a new level.
SPN103: Living Social, It's Not Just About
the Conversations & Topics
Speakers: Joe Shepley, Doculabs; Larry Hawes, Dow Brook Advisory; Cengiz Satir, IBM
January, 2013, 11:15 AM-12:15 PM| Location: Swan Pelican 1 & 2
by Ian Story
, Senior Product Manager - IBM Enterprise Content Management
In a couple of weeks, Steve Studer and I will take to the stage at IBM Connect 2013 in Orlando, FL to present our session "Ignite business performance in real-time with social collaboration, mobile and content", which is session number INV309 for those playing at home (or planning to attend). We’re of course looking forward to blowing the crowd away with an in depth discussion on the powerful combination of enterprise content management with social collaboration, along with demonstrations of some of this cool stuff. However, I wanted to take a moment on a personal note and explain why I’m so excited about it.
been an IBMer for two years, after spending almost 15 years as a customer,
first with Weyerhaeuser, then with Washington Mutual Bank, and most recently
with JPMorgan Chase & Co. During my
time as a customer, I was part of the Internet “growing up” inside of these
Fortune 500 companies – I remember the days of the corporate Intranet, and then
portal technologies, and then the dawn of collaboration tools that many of you
use today. All along the way, the ECM
teams that I worked in or managed were there, integrating our technology into
each wave. It wasn’t until I came to IBM
that I really saw the light, which each of these earlier initiatives aspired
to, but didn’t quite deliver on.
at IBM, we’re truly a social organization – using IBM Connections, we work
together on a daily basis, blogging, status updating, authoring wikis, tagging
and rating as a collective of over 400,000 professionals. What strikes me though is that nearly all of
this work is directly related to enterprise content, whether we’re preparing a
presentation for a conference like IBM Connect, defining our product roadmap,
documenting customer requirements, or any number of similar activities. It is amazing to see this as a relative
outsider compared to those that have been at IBM doing this for a decade or
more. I can’t help but wonder how the
companies I’d worked for in the past would have been different if we’d been
doing it this way all along.
hope that you’ll come to this session where we can tell you more about what
we’re doing to make this easier for you – combining your enterprise content
with these amazing social technologies is a really exciting thing, and I can't
wait to tell you all about it and discuss how we can help your organization
realize its potential as well.
here for this session (Session id INV309) at IBM Connect 2013.
INV309: Ignite business performance in
real-time with social collaboration, mobile and content
Story, IBM and Steve Studer, IBM
January, 2013, 5:30 PM-6:30 PM| Location: Dolphin Southern Hemisphere 1
Guest Blog by Timothy Perry, CTO, Retirement and Protect of Genworth
Genworth is a leading Fortune 500
insurance holding company dedicated to helping people secure their financial
lives, families and futures. Genworth has leadership positions in
offerings that assist consumers in protecting themselves, investing for the
future and planning for retirement -- including life insurance, long term care
insurance, financial protection coverages, and independent advisor-based wealth
management, and mortgage insurance that helps consumers achieve home ownership
while assisting lenders in managing their risk and capital.
As is expected, we at Genworth
want to reduce costs, improve efficiency, affect growth, and ultimately improve
shareholder return on investment. One way we can affect all of these things is
by making our project teams more and more effective in what they do. Our goals - save time and money in the long
term by making the right information readily available to team members,
ultimately helping them respond more quickly, make better decisions, and
deliver well; a big piece of this is limiting rework anywhere possible, and
retaining the information for future projects.
Project information is an asset that should be easy to find over time.
Projects span everything from business
requirements to architecture and design, to development and testing. These
projects then affect future projects. The
foundation for the initiative is retaining information from prior work, and making
the latest version of the information easy to find. We want to work smarter and
not harder in achieving our objectives. We want to encourage collaboration, manage
e-mail properly which can either help or adversely affect collaboration, and
have a single structured organization for all our documents and other
information so that no information is lost. In addition, we wanted our project
and application support teams to be more productive in doing their jobs instead
of spending their time trying to locate the necessary information – or even
worse, recreating prior work.
Some key takeaways of the IBM
solution include the expected collaboration capabilities like ease of access,
blogs, wikis, and files combined with automation, governance and the ability to
leverage corporate investments in our enterprise content management system that
we already have.
Are you interested to learn more
about this story? Register
here for this session (Session id SW106) at IBM Connect 2013 and hear
Timothy Perry, CTO, Retirement and Protect of Genworth share the success story.
SW106: Genworth: Work Smarter Not Harder
Speakers: Timothy Perry, Genworth; Cengiz Satir, IBM
January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2
Guest blog by Deepthi Nagarajan, Document Imaging & Capture, Social Content Management
The long-standing Lotusphere and
last year's Connect conferences have become one this year as IBM Connect 2013! Connect
2013 comprises three work streams(Creating a Smarter Workforce, Exceptional
Customer Experiences and Lotusphere Technical Programs) designed for Business
leaders and functional managers across all disciplines of business, including
human resource professionals, hiring managers, sales leaders, offering
development and operations professionals.
The ECM team will be leading
seven sessions (listed below) that focus on how ECM can help you to Connect
People with Smarter Content in Context for Better Business Outcomes. With today’s
business users expecting to consume, create and manage content from anywhere,
anytime, social collaboration, communication and interaction in and around
content have become the norm. Are you
eager to know what’s next and how you can take this social content to a new
level? If yes, make sure you attend the following sessions to see how ECM is helping
your Social Business Strategy.
INV105: Content and Social Ignites Context:
IBM's Content Platform of Engagement
Hunt, IBM; Ken
January, 2013, 1:30 PM-2:30 PM| Location: Dolphin S. Hem IV-V
SW106: Genworth Financial: Work Smarter Not
Speakers: Timothy Perry, Genworth; Cengiz Satir, IBM
January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2
ECE212: Slumberland Furniture: Delivering
Consistently Superior Customer Experiences
Speakers: Jamie Page, Slumberland
January, 2013, 10:00 AM-11:00 AM| Location: Swan SW 9 -10
SPN103: Living Social, It's Not Just About
the Conversations & Topics
Speakers: Joe Shepley, Doculabs; Larry Hawes, Dow Brook Advisory; Cengiz Satir, IBM
January, 2013, 11:15 AM-12:15 PM| Location: Swan Pelican 1 & 2
SPN113: Improving your Information
Economics with Complete Lifecycle Governance
Speakers: Mark Martin, IBM
30th January, 2013, 1:30-2:30 PM| Location: Swan Mockingbird 1 & 2
SPN105: Reduce, Reuse, and Recycle
January, 2013, 10:00-11:00 AM| Location: Swan SW 3-4
INV309: Ignite Business Performance in
Real-Time with Social Collaboration, Mobile and Content
Speakers: Ian Story, IBM; Steve Studer, IBM
January, 2013, 5:30 PM-6:30 PM |Location: Dolphin S.Hem
BOF307: Archiving and De-duplicating Email, Files and Social Content
Speakers: Cengiz Satir, IBM
Date: 31st January, 2013, 7:00 AM-8:00 AM| Location: Swan Toucan 1
here and start planning your sessions on the IBM
Connect 2013 Session Preview tool and get ready to enjoy the Orlando
Get Social. Do Business.
Craig Hayman, GM Industry Solutions, IBM Software Group
In his book, Physics of the
Future: How Science Will Shape Human Destiny and Our Daily Lives by the Year
2100, Michio Kaku writes that the average cell phone today boasts more
computational power than all of NASA in 1969, the year that it sent Armstrong to
the moon. It’s Moore’s
Law in action and it’s happening all around us.
Now consider the
growth of computational power and the accompanying explosion of data from the
perspective of a corporation. Data volume growth today far exceeds budget and
revenue growth rates for many organizations. Big Data can become a Big Problem for
Chief Information Officers (CIOs) and Chief Legal Officers alike. It can easily
overwhelm IT budgets and current processes for e-discovery, records and
retention management, archiving and leveraging information assets. As a result, companies are investing in
software that can help them dig out of this data hoarding hole and automate defensible
disposal of debris.
So today we’re announcing that we’ve entered into a definitive agreement to acquire StoredIQ
Inc., a privately held company based in Austin,
Texas. With this agreement, IBM adds to its prior
investments in Information Lifecycle Governance (ILG) by adding StoredIQ
capabilities to rapidly find and use unstructured information of value, respond
more efficiently to litigation and regulatory events, lower information cost as
data ages, and dispose of data that has outlived its purpose to lower cost and
risk. Think of the StoredIQ agreement as the latest example of how IBM is
bringing an unparalleled commitment to the science of information economics to
shape the daily lives of CIOs, legal teams, and line of business staff.
In fact, IBM’s
Information Lifecycle Governance suite improves information economics by
helping companies lower the total cost of managing data while increasing the
value derived from it by:
unnecessary cost and risk with defensible disposal of data debris
- Aligning cost to
the value of information
information risk by instrumenting privacy, e-discovery, and regulatory policy
across the data environment
business to realize full information value as its context erodes with in-place
analytics, content management and collaboration
StoredIQ software provides highly scalable analysis and in-place
governance of disparate and distributed email, files, and other content
repositories. This includes the ability to discover, analyze, monitor, retain,
collect, de-duplicate and dispose of data. Organizations can now more
efficiently use and govern their unstructured data wherever it resides to
increase its value and eliminate unnecessary cost, risk and data.
the acquisition is completed, StoredIQ will add to IBM’s ILG portfolio and bolsters
its advantage in improving information economics by enabling customers to
rapidly achieve defensible disposal and related cost and risk takeout. We
intend to expand the existing integration with StoredIQ and IBM ILG products to
deepen cost-savings and total cost of ownership benefits for customers. We
further plan to incorporate StoredIQ into our ILG business in Enterprise
Content Management, which is part of IBM’s Software Group. Building on prior
acquisitions of PSS Systems in 2010 and Vivisimo in 2012, IBM adds to its
strength in rapid discovery, effective governance and timely disposal of data.
transaction is subject to customary closing conditions and is expected to close
in the first quarter of 2013.
information, see http://www.ibm.com/software/ecm/storediq/index.html.
IBM has recently announced a new software offering designed to address the burgeoning challenge of fraud in commercial and public sector organizations.
IBM Intelligent Investigation Manager (IIM) optimizes the investigation of fraud for customers across many industries in the commercial and public sector spaces. It does so by enabling more efficient and effective investigations, capturing all of the relevant details and actions of the case and enabling investigators to dynamically collaborate on cases. It also integrates forensic and link analysis into the investigative process, providing investigators with investigative leads, helping them better understand the scope of the fraudulent activity and generating evidence.
The IBM fraud management portfolio enables the building of industry-specific solutions. IIM is one of the core parts of the IBM Smarter Analytics Solution – Fraud, Waste and Abuse and plays a key role in these solutions, providing investigative and analytic support for fraud use cases in healthcare, insurance, finance, and many other markets.
3 key benefits for commercial organizations:
(1) A more expeditious way of preventing or resolving fraudulent activities, by reducing false-positives when dealing with massive amount of data, makes for efficient, trackable investigations
(2) A reduction in the revenue lost from fraud, through better detection, resolution and prevention of, and protection of your customers, citizens and policy holders against fraud
(3) A reduction in the cost of fighting fraud, by reducing the resources needed to collect and assimilate data, removing the manual steps, and progressing toward a ‘just in time’ approach to fighting fraud
3 key benefits for Public Safety:
(1) IMM allows organizations to address the vast increase in data, the amount and the formats, much of which is unstructured
(2) It helps organizations make sense of data that’s often external, raw (often from unidentified sources, and apparently unconnected), or from mobile sources, and that which resides in internal systems
(3) It helps improve the efficiency of turning data into information, and reduces the cost of responding to issues and priorities that impact public safety
To learn more about this solution please watch our new video series – Fighting Fraud on Friday
. Starting this month, a new video will be released every Friday. Each segment is presented by a subject matter expert and covers a unique topic to help you understand how IBM is making Intelligent Investigation a reality.
by David Jenness, Market Segment Manager, Document Imaging and Capture, IBM
After 15 years of looking after Datacap’s marketing
interests, I was pretty sure that I could no longer be surprised. When it comes
to document capture, it’s easy to feel like you’ve seen it all. Yet, IOD 2012 was filled with surprises – and
the good the kind. Since joining IBM’s
ECM division in 2010, the Datacap product – with its open, rules-driven
architecture – has inspired many, it seems, to extend its capabilities in all
kinds of directions. It was at IOD,
where the extent of all that extensibility became apparent to me.
I had the pleasure of hosting a luncheon at IOD 2012 called
“The Seven Secrets of Success for Capture Engagement.” The idea being that we would invite Datacap
users and prospects to a delicious lunch and then show off seven new things you
can do in the Datacap environment that help our customers delight their
customers. I started asking around about
new Datacap applications and, suddenly, I was wondering how to keep the list to
Within the IBM technical community, our developers had come
up with cool things like integrating Datacap into a Fujitsu network scanner so
that anyone could walk up, push a few buttons and start capturing documents
using the scanner’s touchscreen – even for verification of data. We also demonstrated
how to add new documents into the Datacap Entry-Level product with just a few
clicks – setting up sophisticated document ID and data validations in the
process. And Datacap co-founder and
software architect Noel Kropf acted out the part of a delivery driver –
complete with brown shirt and shorts - who saves his company time to bill by using
Datacap with an iPhone to capture signed delivery documents on the spot.
If demonstrating Mobile Capture was exciting – and it
certainly had our audience of 60 customers, business partners and IBMers
sitting up and taking notice – what got me revved up was seeing what our
business partners had done.
IBM partner Databank showed
an application they designed and installed at a bank to accelerate loan
approvals for customers, which integrated a Fujitsu network scanner, Parascript
advanced handprint recognition, and a real time workflow to enable a regional
manager to support a branch request in minutes.
EDAC Systems, which has
developed several applications with Datacap, demonstrated some enhancements they’ve
made with image processing to improve text recognition – even for handprint –
to enable correspondence tracking, among other uses.
European partner xft showed off its certified connector to SAP, which allows Datacap to “talk” to
SAP in real time – for PO line item reconciliation during the capture process
and facilitates a smooth handoff to SAP of captured data.
Imagine Solutions, IBM’s 2012 Excellence Award winner, showed a live demo of their solution for mortgage processing with Datacap that
leverages IBM Content Classification to correctly identify and classify mortgage
documents in a batch, which is as close to a David Copperfield magic trick as
we had in Las Vegas.
All in all, we showed off 8 solutions at our luncheon and
could have shown another 8 if we had the time. Tritek Solutions has built a
human resources capture solution, Miria Systems has a proven P2P solution, CM Mitchell Consulting has developed
capture solutions for Oracle, and CGI has built a complete
healthcare document management solution with Datacap and Production Imaging
Edition, called Sovera. Furthermore, Magic Lamp Software, Neocol, and R2K have enhancements of their own that would have fit nicely in our lineup of
solutions for “capture engagement.”
For me, the “Seven Secrets of Success” turned out to deliver
unexpected surprises about the creative and technical prowess of the new
“ecosystem” of partners who have taken Datacap in new and interesting
directions. I certainly did not list all the enhancements available in this
short report and I can only imagine what new solutions are being put together
But as they say, “surprise me.”
Deidre Paknad – Vice President, Information Lifecycle Governance Solutions, IBM
Many organizations recognize intuitively the qualitative
benefits of improving how they govern information but have a difficult time
quantifying these benefits or galvanizing their organizations forward. I’ve recently worked with a number of large
organizations to go beyond Information Governance to improving Information Economics. This involves many of the concepts of governance
but puts a focus on the economics – the value and the cost – of
information. I use the term Information Economics to refer
to understanding and extracting value, knowing and controlling cost, and, most
importantly, aligning cost to value; an Information Economics practice can
improve the profit margin on information.
This is both challenging and important because the value of
information declines over time while the cost is constant and information risk
rises over time. The widening gap
between the value of the information and its cost and risk create a negative
economic impact on any organization – the cost of information and the risk it
poses exceed its value.
Certain types of retain or lose value faster than others and
the value lifetime varies by industry as well.
For example, the duration of time that product development information
is valuable is a function of product lifecycles and the R&D cycle time to
invent and bring a product to market.
In the fast-paced consumer electronic segment where a new model comes
out every 10 months and consumers replace their devices just as often,
6-year-old product design information is of little value as it is far outdated
and the unlikely source of new innovation.
On the other hand, aircraft lifespans of 30 years and the very slow
customer turnover make 6-year-old product data of value to both the business
and of interest to the regulators of the industry. In either company, the duration of time that
back office information is of value is likely similar.
In many business functions and industries, regulators and
government agencies require companies to keep data after it has lost its
business value. In fact, the law was
written to force organizations to act against their own interest to ensure that
information the company would otherwise dispose is available for investigation
or litigation. This regulatory requirement
is a tax on the business – it is a cost without an offsetting benefit or
value. Of course, companies have other duties to
produce information in the event of investigation and litigation that apply to
the total universe of potentially relevant information they have on hand when
the investigation or litigation is anticipated or occurs (the duty to preserve
evidence). As data ages, it is
phenomenally expensive to gather, process, restore and review this information
because the technology to restore and read it has long-since decayed, the
location and nature of the data is difficult to distinguish without restoring
it, and the context for understanding it completely absent. Gartner estimates the cost at $18,000 per
gigabyte! Data that neither the business
nor the regulators need is pure risk to the organization with tremendous cost
exposure. At IBM, we are helping our
customers improve information economics through continuous alignment of cost to
information value. When orchestrated
under a strategic program and sequenced by information economics principles, many
of the activities traditionally associated with information and lifecycle governance
are levers to ensure that the cost of information aligns with its value, that
its full value is realized and that the risks information poses are managed
There are three important inflection points over the value
1. Analytics – Even when information has value to the business, if
business stakeholders aren’t able to extract and apply that value in the
decisions they make, the value is lost (and it represents only cost to the
organization). Most of us, however,
lose the context of information we created ourselves very quickly and we lack
context on information our colleagues may have gathered or generated that is of
value in our decisions. Content
analytics and big data analytics help organizations maximize value during the window
of time in which it exists – this is essential to improving economics.
2. Cost and Volume Compression – As data ages out and loses value or
the frequency of its relevance to the business, it’s important to compress its
cost in parallel. This is particularly important when there is
no business value and only a regulatory need to keep the data. As individuals most of us never consider
over-paying our taxes, but organizations that over retain or over-spend on storing
data for regulators are over paying their taxes! In other cases, data without value is
inappropriately stored as if it is premium value such as test data and
non-production instances, which clearly lack the same business value as their
production counterparts. Archiving
data to reduce its footprint and cost keeps the ratio of cost to value in line
and tiering data to an appropriate cost point also drive information
3. Defensible Disposal – When neither the business nor regulators need
information any longer, dispose of it.
Retaining it longer at any cost point is waste, unnecessary cost and
risk. Over paying for useless data
actually reduces the capital and resources companies can invest in maximizing
information of value.
In the next blog, we will discuss the four building blocks for improving information economics. In the meantime, consider whether your organization can quantify true information cost and whether the cost to value ratio can be improved!
About the Author – Deidre is widely credited with having
launched the first commercial applications for legal holds, collections and
retention management and is a recognized thought leader in legal and
information governance with numerous patents in the field. In 2004, she founded
the CGOC (Compliance, Governance and Oversight Council), a professional
community with over 2000 corporate members, to advance practices for
governance, retention and eDiscovery. Deidre has authored many papers in the
eDiscovery and governance field. She has been a member of several Sedona
working groups since 2005 and co-leads the EDRM IGRM Initiative. She is a
seasoned entrepreneur and executive with 25 years’ experience applying
technology to inefficient business processes to reduce cost and risk. Deidre
was inducted into the Smithsonian Institution for innovation in 1999 and again
in 2000. Today, she leads IBM’s Information Lifecycle Governance business,
which includes its eDiscovery, records and retention, archiving and defensible
Follow Deidre on Twitter @day_dree
When people say Information On Demand 2012 is the place
to learn how to think big, what they mean is that it’s the place to learn how
to make a difference in your organization. At IOD 2012, business and IT
leaders, who are utilizing IBM Smarter Analytics, give their first-hand
accounts of how the solutions have provided them with better insight and
business outcomes. Expert presenters explain the latest innovations such as big
data, analytics, decision management and expert integrated systems which can
help you align your organization around information, anticipate and shape
business outcomes, act with confidence at the point of impact, and improve the
economics of your IT investments.
One of the most
important aspects of any business is managing the volume, variety and velocity
of information. IBM ECM teaches attendees how to harness the information
explosion and realize the full value of their content. Some successful
companies are already using collaborative and mobile tools to add better
context to their information. New analytics and case management capabilities
improve fact-based decisions and outcomes, while defensible disposal of excess
information can save enormous costs and reduce risk. IBM ECM is helping
companies work smarter to grow their industry-specific business with high-value
solutions - today.
Guest Blogger: Michael Pray - Director, Worldwide
Sales, Advanced Case Management, ECMIBM
Information OnDemand (IOD)
Global Conference 2012 comes with big promises for all of us. Kicking off on
Sunday, Oct 21 we will be showcasing some of the exciting stuff throughout the
course of the event and I am sure you will have your brain stretched with the
amount of takeaways we have in store for you!
Information OnDemand Global
Conference 2012 is the “BIG”gest IOD conference ever. With 700 Technical
Education Sessions. 110 Hands On Labs. 300 Customer Speakers. Usability
Sandboxes. General Sessions and Keynotes. All the Experts on hand and so much
For ECM customers and partners IOD
has always been very popular conference with record attendance and lots of
really great activities including New Launches, Technology Sessions, Customer
Sessions, Expert Interactions etc. This year the Advanced Case Management (ACM)
team is striving hard to make this year’s visit extra special with a very strong
presence at IOD.
We have 2 TouchScope Pedestals at
the Expo area where we will be eager to talk with each one of you about our
latest case management offerings; our New Industry Oriented Use Cases, Exciting
Industry Specific Demos & host of other interesting assets – please
leverage and connect with our Case Management experts at ACM Peds in the
conference Expo area to know more about ACM. If you are a customer and would
like to personally talk to me or any of the IBM Executives available at IOD,
please feel free to connect up with your IBM Representative who would help us get
As you are exploring the Expo
Floor you will see over 13 ACM Business Partners who would be exhibiting some
of the superior solutions that they are taking to the market for Case
Management. Additionally, we will be launching a couple of exciting new
solutions, driven by our Case Management technology, in the areas of Enterprise
Investigation Management and Patient Care & Insights for Healthcare. I am
pretty sure that these new case management solutions will transform how our
customers operate and help save them millions!
Furthermore, Case Management is
featured in Executive Sessions and on over 40 Breakout Sessions at IOD
including 7 Customer Sessions where we share our latest solution offerings and
discuss how it could meet your organizational needs.
I would really encourage all of
you reading this to use the IOD Smartsite to
put ACM sessions on your calendar as must do activities. Hope to meet with you
at a bigger, better and exciting Information OnDemand Conference.
Guest blog by Deepthi Nagarajan, Category Marketing Manager (Document Imaging and Capture and Social Content Management)
All of us are victimized by
information explosion. I think most of you will agree with me to an extent… Every
day, we are bombarded with data from varied channels. This data comes from virtually everywhere: social media,
emails, online videos, online purchases, mobile GPS signals, and more. There
were times in the past when all we had to do was spend a significant amount of
time managing our inboxes and sorting our e-mails. Now we have even more
content to manage, not just e-mails. We have Tweets, Updates, Posts, Blogs and
the future will have much more to give!
IBM estimates that we are
creating 2.5 quintillion bytes of data every day. And while this explosive
growth is enabling enhanced collaboration, productivity and innovation, it also
dramatically increases IT costs and exposure to risk. With the diversity and
volume of content types growing, there is a growing demand for new deployment
models and access to content management functions from any device, anywhere.
The 2011 IBM CEO Study found that 78% of CIOs want to improve the way they use
and manage content. Simplification and
Consolidation of content is the first step towards improving the use of
Many organizations have content
spread across disparate content systems with an obvious need to consolidate that
content. The key idea behind enterprise-wide standardization and consolidation
is a single repository, which would provide a “single source of truth”. Yes,
consolidation provides a “single source of truth”. But the content can be most
useful only if it is consumed by other high value applications. A recent IBM
study showed that it is believed an estimated 50 percent of organizational
content carries risk, without delivering any measurable business value. This
proves the point that most organizations fail to use the content that they have
consolidated from different content systems. A robust ECM Platform should act
as the foundation for high value ECM solutions, which would put the
organizations content to best use. Clients should have the option to augment
the value derived from their ECM Platform as an entry point into middleware
extensions, analytics, BPM, data management, collaboration, etc. Clients also
should be able to leverage robust, flexible technology available via a variety
of delivery platforms. If they fail, they will continue to maintain multiple
systems to manage their content management needs.
What organizations need today is
much more than a “single source of truth”. They need a world-class content
repository that supports a range of ECM use cases such as document management,
information lifecycle governance, case management and search & analytics
through seamless integration with applications for those use cases .
To learn more about how IBM can
help you in building a world-class content repository, attend the Information
on Demand 2012 Conference. Start your conference experience by downloading the ECM at IOD Agenda. Or if you're already
registered, use the SmartSite to start
planning your experience, scheduling sessions, and connecting with other
attendees and speakers.