Modified by Sanjay Kupae email@example.com
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 firstname.lastname@example.org
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 email@example.com
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 DEEPTNAG@IN.IBM.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.
Modified by Scott Blau email@example.com
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 "
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: