The Worldwide IBM ECM Community
Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  education datacap content demo ecm training navigator youtube with ibm 377 Visits
Gaye Watanabe 270002ME82 email@example.com Tags:  services service content collector ecm offerings lab sharepoint 348 Visits
Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  cmod start management offerings on demand mulitplatforms content service quick 389 Visits
Amrita Ganguly 2700077AW8 email@example.com Tags:  toronto austin adlib advanced_rendering ibm pdf conference content2014 content 1,394 Visits
Today's guest post is courtesy: Raymond Sabharwal, Director, Demand Generation, Adlib
“When action grows unprofitable, gather information; when information grows unprofitable, sleep.”
To ensure you don’t go to sleep due to unprofitable information, it is imperative that the content you collect is able to provide you with relevant insights based on which positive results can be achieved.
Seems like this year’s IBM Content 2014 theme, Information, Insights, Results, is pretty relevant.
As Oscar Wilde once said, “it is a very sad thing that nowadays there is so little useless information.” We work with our partners to ensure we can help enterprise organizations make use of every bit of information collected. To further this objective, we have partnered with IBM to join in the IBM Content 2014 Event Series. During this series we intend to discuss ECM trends, the value of Advanced Rendering within ECM, and how to leverage your content. To be more precise, we will be touching on a number of topics, including :
We partnered with IBM in Long Beach and our next stops are in Toronto on May 30th and Austin on June 3rd. If you or your colleagues are in and around these cities, please join us for a lively discussion. You’ll have the chance to meet industry experts and peers, attend live technical sessions, see road map views, and of course, listen to use cases!
From IBM and other presenters, you’ll learn:
•How to assess and analyze content (both structured and unstructured) and make it work for you to drive intelligent business decisions
•How a deeper understanding of the value and complexity of your content elevates your control and enables you to drive organizational growth
•How you can empower your employees with information, creating a more engaged organization
Oh, did I mention this is a no-cost event?
Today's guest post is courtesy Jill Taylor, Program Director - WW Demand Generation, Enterprise Content Management, IBM
Customer expectations are higher than ever before. People expect you to know them as individuals, they demand relevant, timely promotions, easy-to-use self-service options, and seamless, integrated experiences across every touch point, whether they’re using smart phones, tablets or computers. And they assume that these exceptional experiences will remain consistent before, during, and after they make a purchase.
How well is your organization keeping up with the soaring demands of today’s customers? Most companies say that “the customer comes first,” but do they follow up on that statement with the way they align their business?
Customer-focused organizations create systems of engagement to drive excellent customer experience. That’s because mere customer loyalty isn’t enough. You need to create brand advocates—people who are willing to share their positive opinions about their interactions with your business to everyone in their extended digital network. They’ll remain devoted customers, and they’ll also generate more business for you, as well as higher revenues. Here are three pillars of a strong customer engagement system:
What can you do to provide these kinds of customer experiences in order to build lasting loyalty? Join IBM Content 2014, coming soon to a city near you, to get the answers. Learn how IBM’s enterprise content management solutions can provide a complete view of your customer so you can anticipate their needs, and discover how secure, reliable self-service solutions can help create satisfied customers—and evangelists for your brand.
Neil Parrott 270000X1HX firstname.lastname@example.org Tags:  service ondemand customer cm csr cmod content manager 1,431 Visits
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.
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  mobile content #ibmiod ecm navigator 1,786 Visits
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!
Connections Enterprise Content Edition: Combining Social Collaboration with Enterprise Content Management
Priyam Modi 2700056E70 email@example.com Tags:  cece enterprise content connections management collabaration 1,424 Visits
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
IBM® Connections Enterprise Content Edition includes the following no-charge, product components:
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
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.
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...
By Michael Bahr, WW Techical Sales Leader,IBM Social ECM
Have 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 re-cap.
Working 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.
IBM 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 regulations.
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 Workforce.
These 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 and training.
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 presentations. Slumberland 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.
More 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 decisions.
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 cases.
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.
Well, I work in IT, and I am a "Client Technical Professional" (otherwise known as "tech sales", "pre sales", "solution consultant" and other variations less flattering), which kind of implies a certain level of familiarity or knowledge of IT on a technical level. But I am not really - I have had little IT in my formal education, and, worse, I lack the affinity and "feel" for the technical aspects of our work that make many tasks (like building demos or learning new products) so much easier for many of my colleagues.
This is not as bad as it may seem. While I do think a certain level of competence and ability is required (how it still irritates me when a manager, consultant or sales person proclaims his/her ignorance of all things technical as if it were a badge of honour), I feel very strongly that a non-technical view of our products and solutions can be very helpful, even in my seemingly predominantly technical role. A good example of this is how we position IBM Content Analytics with our partners and customers.
I think IBM Content Analytics is fantastic. Well, let me restate this - I think what we can do with IBM Content Analytics is fantastic, amazing. And I feel very strongly that the greatest value delivered by ICAwES is in its text analysis capabilities. I think that the Content Miner is great, and offers a lot of value to our customers. But for me, the even more value is created by its text modelling capabilities. Taking this a level deeper, I feel very strongly that the tooling we offer with ICAwES 3.0 to design, develop and even deploy text analysis models (this is known as Content Analytics Studio) is of enormous value to our customers and partners. Why is this so? After all, we are talking about a modelling tool, not the stuff that normally send customers hearts all aflutter. Perhaps I can best make this argument with a diagram. Its a pretty simple one, and we have all seen it in one form or another:
OK, so nothing too exciting here either, right? Well, this is where I believe IBM´s approach creates real value. One of the characteristics I have seen in most products and solutions that deliver some form of text analysis is that someone like me cannot make any substantive changes to the model, other than maybe changing some terms in a dictionary. I need to either call in the vendor, contract a partner or invest in building programming skills. In the words of a very learned respected colleague of mine, the Content Analytics Studio tool takes text modelling out of our lab and puts it where it belongs - with the customer. It gives the customer control over the entire create/modify - build - validate - analyze process. And when you think about it, isn´t this where it belongs? After all, the customer knows their own content - knows who has created it and what it means to them right? I would argue that our customers do, and I would argue something further - this transfer of control to the customer is perhaps the single most important innovation in ICAwES. I´ll explain why I make this claim in my next entry.