Modified by Neil Parrott firstname.lastname@example.org
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.
Modified by Deepthi Nagarajan email@example.com
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
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
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
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
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
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.
I am not an IT person...
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.
post by Campbell Robertson, Program Director Industry Strategy and
Market Development - Public Sector, IBM Enterprise Content Management
Post 2008, governments across the world are
forced to re-prioritize their focus and are under severe pressures to do ever
more with ever less; while expectations continue to increase. This mandate is
especially true for Public Safety organizations.
With rising population in cities,
shifting demographics, technological developments and accelerating
globalization there are increasing social and commercial risks of crime. Public
safety organizations across the globe are looking at adopting transformative
technologies to make smarter decisions, deliver results and demonstrate
Be it traditional crimes like burglary,
vandalism or mail fraud to difficult-to-trace crimes such as terrorism, money
laundering and hate crime- investigative work is highly information driven.
Traditionally, crime Investigation meant manually sifting through multiple
reports and documents scattered across multiple structured and unstructured
sources. The manual intelligence access and analysis meant a typical successful
case taking weeks or months; and public safety agencies know that time is
detrimental to success.
Combining technology and information is key to
successful crime and threat investigations, law enforcement agencies need
technology that can speed up the process of discovering, analyzing and linking
information. Content Analytics provides the capability to extract, search and
analyze crucial information from disparate sources and improve the speed and
quality of intelligence gathering. By using content analytics tools, agencies
can not only solve cases more quickly but also identify non-obvious
relationships within data that could possibly prevent a crime from happening in
the first place.
A UK law enforcement agency used IBM Content
Analytics to perform high-precision text analytics to identify phone numbers
from investigative reports which was then used to cross-reference all of the
phone numbers so that when a new document arrived, the analyst was presented
with a list of all phone numbers and for each number, a list of previous
references to that phone number. This solution would reduce analyst’s efforts
by 6 hours, which meant faster analysis of information and in the long run more
To know more about how IBM address
investigation challenges of Public Safety agencies, attend the Building an IBM i2 and
Case Manager Solution for Public Safety and Commercial Fraud and Future
Analytics Platform for Law Enforcement and Public Safety sessions at
Information OnDemand 2012 Global Conference at Las Vegas in October 2012.
Guest Blog by Deepthi Nagarajan, Category Marketing Manager - ECM(Document Imaging & Capture,Social Content Management)
I have always pondered the
phrase, “Human beings are Social animals”
until I discovered that in our own lives how much we depend on other humans.
The emergence of interactive technologies and “engagement” tools are nothing
but ways for us to reach out to other people who are around us and within our
sphere of influence when we perform different activities in our day to day
lives. People are inherently social and they want to engage with different
entities around them. This is even more so within their organizations. They are
constantly seeking for channels to communicate directly with one another and
shape their own experiences. The need to have real-time information on
different things happening around us has shaped new technologies to support it.
Organizations today have the
opportunity to use this inherent social nature of its employees to improve
their business and increase their productivity. With the world going social, employees
are looking for social tools in an environment similar to their personal social
experiences inside their enterprises to connect and collaborate. They want to
meet more people, understand their roles and constantly seek new ways to
achieve business objectives. As part of this process, they also learn more
about each other and discover common interests that give rise to communities
and opportunities to work on subjects that interest them the most. Your likes
on Facebook help you to discover people with similar interests in your network.
Similarly, your professional social network helps you to discover new people
with similar interests leveraging the information capsules they provide when
relevant to your work. This is just one thing that I discovered which has
helped me in being more productive in my job.
“Being Social” no longer has a
negative impact on employee productivity but has started to enhance it. Thanks
to Social Business tools! Wikis, Blogs and Communities have found their way in
to most organizations. With these tools, employees now have the opportunity to
“engage” in social conversations in real-time with the people around them and
extract information residing in different information silos to put them to the
best use. Let’s take a typical day in our own work life. There are many
instances in which we encounter duplication of effort or a strong appetite to
re-invent the wheel, which results from a lack of communication and the
inability to find the information that reside in disparate locations. Often, we
are frustrated with situations such as these that impact productivity to a
great extent. So do you think now that being “Social” makes an employee more
productive? The answer from me is definitely a “yes!” Employees using Social
Business tools have the opportunity to meet experts in their job area and
connect with them. Sharing of information and knowledge helps not only to achieve
near term objectives but also fosters cross-pollination of ideas with a
With organizations growing beyond
geographic boundaries, it has become an undeniable fact that businesses need a
platform to collaborate, innovate and share. But how can you optimize your
workforce with people-centric content applications? And how can you secure and
govern this social content arising from different social channels?
Come and attend the Information
on Demand 2012, to learn more on “living social” and the “future of social
content”. To learn more about ECM sessions download 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.
Guest post by Julie Vaccaro, Offering Manager IBM Content Classification
How many times have you searched for something and come up
short? Searching for content over and over, with hundreds or thousands of
results, is all too commonplace. It is inefficient, ineffective and
frustrating. Popular search engines are proud of the multiple-millions of
“results” they achieve in a few milliseconds time, but is this really what we
want? Just because a search engine “can” produce thousands of results, doesn’t
mean it “should”. Most people are searching for a single result, not
thousands. That said, the purpose of
these search engines is not to give you the single piece of content that you
want, but to give you all of the potential content that you might be interested
in, especially the results that also drives advertising revenue. This scenario
is not useful in a business context.
Business users need to find a very small and relevant set of
content based on the information they have. Going back to the library example,
when I walk into a library to find a book about Java Programming, I want to be
directed to the shelves that contain only books on my subject, not books that
contain the words Java, which are out of context to the subject at hand. This is why there is a card catalog and a
Dewey Decimal System.
A business user is no different. If we are looking for
resumes for Java programmers, then we want to be given the small subset of
content relevant to Java programmers, not content that includes the word
“Java’, which could return documents that include the Indonesian island, different types of coffee
or a company that has Java in its name.
Classification systems that use Natural Language Processing
and text analysis can provide context to content and therefore, organize it
properly. Furthermore, by combining classification with enterprise search
applications, businesses can provide a robust and effective conceptual search
that delivers a highly relevant set of results.
The Bottom Line: Content must be easily accessible to those
who need it.
To know more about what Content Classification can do for your business attend the following IOD2012 sessions IBM Content Classification: The Key to Organizing your Content
and How to Integrate IBM Content Classification Technology With Enterprise Content Management
. To know more about ECM sessions at IOD and to register to attend visit the IOD ECM Forum
Guest blog by Scott Blau
, WW Director of Document Capture, IBM Enterprise Content Management
When I think about what Smarter Commerce can mean to a
customer, I think of all the reasons I love shopping on Main Street. I don’t do a lot of shopping in person, but
when I do, I have pretty high expectations. The places I go to – and return to
– all share some common characteristics:
me. I can tell because when I walk
in the door, someone smiles at me like a friend!
remember me. At my café, I don’t
need to ask each time for skim milk in my coffee.
care of me. When I have a question about
my bill, they look over my shoulder at it and we go line-by-line to sort out
These days most of my shopping is actually done online. It’s a very different experience from
shopping in a store. When I go into an
online shop nobody smiles at me. They
rarely remember much about me. And when
I have a question about the bill… ouch!
The out-of-touch call center can’t really take care of me and rarely can
even look at the same bill I’m looking at.
There is very little that is “smart” about this commerce.
Sure, eCommerce has changed the way I shop and my
expectations on the speed of transactions, but I still miss the human touch
from the era of Main Street shopping. It’s
harder than ever to satisfy me as a consumer, because now I want the best of
eCommerce married to the best of Main Street.
I want truly smarter commerce!
To get instant – and accurate – feedback on my
transactions based on my input
To have a personalized experience where “the system”
knows me and remembers my preferences, “anticipating” my next move
And when I speak to someone on the phone – I
really expect them to take care of me
as a valuable customer!
full of systems that don’t speak to each other
To meet these high expectations requires a concerted (some
may say monumental) effort to break down the barriers between systems. If I’m calling Customer Service, I don’t want
to explain what products I have purchased from the company. If I am disputing a
charge on a bill that I have in my hand, I expect the person on the other end
of the phone to be able to see exactly the same bill I am looking at.
Being able to meet my Main Street expectations in the
eCommerce world is where smarter commerce started at IBM twenty years ago, long
before the term “Smarter Commerce” was coined.
A product now called Content Manager On Demand (CMOD) made it easy to
efficiently store images of bills being printed before they were sent to
customers. So when I call the company to
sort out a billing issue, the customer service rep can easily pull up my bill
and see exactly what I am seeing. That’s
a good place to start to deliver excellent customer service.
ECM bridges the gap
between siloed systems
ECM is good at this because it represents a set of
technologies that often are used to span otherwise rigidly siloed systems
within an organization. Document imaging
often does exactly that – making documents that originate in one area of the
business, say orders, available in other areas, such as Customer Service. This is important when customer service wants
to see, for example, a customer’s original purchase order.
Case Management – another ECM technology – is great at managing
customer interactions in Support or Customer Service. It excels because it avoids using rigid
process management. Instead, case
management offers the ability to deal with the ‘randomness’ of customers who
don’t always fit into pre-defined patterns of interaction. Turns out that when your customers are people
they tend to behave like people!! And
people don’t tend to follow pre-defined patterns of interaction.
Paper documents continue to challenge organizations that have
otherwise committed to electronic commerce.
They have paper order forms that won’t go away and paper invoices. Document capture technologies – like OCR and
ICR – turn paper into an electronic, “p2e,” compliment to eCommerce. And these ECM staples are at their best when
they dovetail with an organization’s existing electronic systems.
ECM: Turning eCommerce
into Smarter Commerce
Commerce gets smarter, a step at a time, by using
technologies that help hide “systems” and instead present a personal face to
our customers, our suppliers, and even our employees. I see IBM ECM as a good place to start transforming
your eCommerce into something as pleasurable as Main Street shopping – that’s
when commerce really gets smarter!
To know more about how ECM drives Smarter Commerce, attend our sessions on Smarter Processes for Smarter Commerce
and Find the Voice of Customer
at IBM Smarter Commerce Global Summit, Orlando 2012 from September 5th to 7th. To know more about the sessions and register to attend the IBM Smarter Commerce Global Summit 2012 visit the micro-site
Guest blog by Scott Blau
, WW Director of Document Capture, ECM, IBM
The word “engage” is, er, how can I put it? Engaging! It has many meanings. We engage
in thought and activities when we devote our attention. It can refer to hiring someone or renting an
apartment. Cars go forward because the
gears are engaged. And, unless you are commitment-phobic, you
get engaged and then you get married.
Engagement is central to any successful business. People buy products that are engaging, but
they stay customers with companies that engage with them. In the days of Main Street shopping,
engagement was as simple as a winning smile and the willingness to listen to
customers expand on the details of various ailments and gossip about
relatives. And, of course, it was about
customer service – responding to complaints before they were shared with others
down the street.
In today’s mobile and connected marketplace, engaging with
your customer – or with your suppliers, or patients, or even employees, is an act of defiance! Your customer may never walk in the door. Your marketing systems may not “speak” to
your order fulfillment system – and both may have nothing to do with customer
service. But to engage with your
customer, I mean really engage in the sense of knowing them like a Main Street
proprietor knows their daily walk-in customers – customer service, for example,
should know the communications preferences that the customer set on a web site
and were used in marketing.
The most successful businesses now are focusing on the last
frontier of automation: breaking down the barriers between their “automation”
systems so that they can re-engage with their customers: an effective ECM
system delivers efficiency – while improving customer acquisition, servicing,
Customer service can be just a matter of answering the
phone, but a customer interaction case management system that breaks barriers
between internal information silos and handles the randomness of human
interactions, engages with customers in the way they want to be engaged –
Good ECM tools will improve productivity… but more
importantly, and more relevantly to life at the speed of an iPad, they help
organizations engage with customers, with suppliers, with citizens, with you
and me – all in ways that make us feel like we are talking to the local news
agent who we visited every day for the last ten years.
Come hear Scott talk about ECM and Smarter Content at Information on Demand 2012, to know about ECM sessions download 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."