Modified by Scott Blau firstname.lastname@example.org
It's time to start planning your agenda for Information On Demand 2013 - aka "IOD," in Las Vegas. Whether you are in IT, Operations, or Finance, IOD is a great networking opportunity: meet with peers, industry experts, and influence the architects of your current solutions. Choose between business, technical, and leadership training sessions, or use the event to expand your understanding of Business Analytics, other Enterprise Content Management (ECM) technologies, and Information Management. There are also special events with todays thought leaders. You will be encouraged to “Think Big,” but maybe just as important, you can also learn how to “Think Fast.”
The main reason to go to IOD? Capture, of course! We're putting the focus on capture in the context of "real-time imaging." What's real-time? That's the time you - and your customers - expect things to happen when they have a smartphone in their hands. Mobile is coming to capture very quickly now. Don't believe me, then come to IOD to see for yourself. We'll be showing that and related distributed/branch capture capabilities and solutions. You'll see what is available today... and if you pay close attention, we'll give you a sneak peak at the future!
Here are some specific real-time imaging sessions to pencil into your agenda... and there are more to come!
EIC-3440A: Time is Money: Coca-Cola Realizes Process Improvements with IBM Datacap, Speaker: Thomas Fantroy, Coca Cola Refreshments, Manager Imaging & Workflow Solutions\Monday, Nov. 4, 10:15 – 11:15 AM, Lagoon U
EIC-1815A: Mobile and Multifunction Peripheral Transactional Capture to IBM Datacap and Enterprise Content Management, Speakers: Anthony Vigliotti, Notable Solutions, Date: 6th November, 2013, 4:30 PM-5:45 PM| Location: Lagoon IJ
EIC-1667A: What's New with Mobile Capture, Speaker: Mattias Marder, IBM, IBM Research - Image Processing and Computer Vision, Thursday, Nov. 7, 10 -11 AM, Lagoon GH
ECG-2224B: Content Integration: A Success Story (Mobile mortgage capture at National Bank of Canada) Speaker: Alain Foisy, National Bank of Canada, ECCM Practice Leader, Tuesday, Nov. 5, 3:00 – 4:00 PM, Lagoon F
Also, be sure to take advantage of the once-a-year opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. I'll be there, but you an also talk strategy with other ECM imaging business leaders, such as Brent Bussell, Feri Clayton,Brian Phelps, and Rick Gawronski. Or take a deep dive in to Document Imaging and Capture with experts from our product and technical teams, including Tom Stuart, Ben Antin, Jim Reimer, Charles Wiecha, Bud Paton and Noel Kropf.
Learn more about Information On Demand
For ongoing IOD updates, follow me on Twitter @CaptureGuru.
Craig Hayman, GM Industry Solutions, IBM Software Group
In his book, Physics of the
Future: How Science Will Shape Human Destiny and Our Daily Lives by the Year
2100, Michio Kaku writes that the average cell phone today boasts more
computational power than all of NASA in 1969, the year that it sent Armstrong to
the moon. It’s Moore’s
Law in action and it’s happening all around us.
Now consider the
growth of computational power and the accompanying explosion of data from the
perspective of a corporation. Data volume growth today far exceeds budget and
revenue growth rates for many organizations. Big Data can become a Big Problem for
Chief Information Officers (CIOs) and Chief Legal Officers alike. It can easily
overwhelm IT budgets and current processes for e-discovery, records and
retention management, archiving and leveraging information assets. As a result, companies are investing in
software that can help them dig out of this data hoarding hole and automate defensible
disposal of debris.
So today we’re announcing that we’ve entered into a definitive agreement to acquire StoredIQ
Inc., a privately held company based in Austin,
Texas. With this agreement, IBM adds to its prior
investments in Information Lifecycle Governance (ILG) by adding StoredIQ
capabilities to rapidly find and use unstructured information of value, respond
more efficiently to litigation and regulatory events, lower information cost as
data ages, and dispose of data that has outlived its purpose to lower cost and
risk. Think of the StoredIQ agreement as the latest example of how IBM is
bringing an unparalleled commitment to the science of information economics to
shape the daily lives of CIOs, legal teams, and line of business staff.
In fact, IBM’s
Information Lifecycle Governance suite improves information economics by
helping companies lower the total cost of managing data while increasing the
value derived from it by:
unnecessary cost and risk with defensible disposal of data debris
- Aligning cost to
the value of information
information risk by instrumenting privacy, e-discovery, and regulatory policy
across the data environment
business to realize full information value as its context erodes with in-place
analytics, content management and collaboration
StoredIQ software provides highly scalable analysis and in-place
governance of disparate and distributed email, files, and other content
repositories. This includes the ability to discover, analyze, monitor, retain,
collect, de-duplicate and dispose of data. Organizations can now more
efficiently use and govern their unstructured data wherever it resides to
increase its value and eliminate unnecessary cost, risk and data.
the acquisition is completed, StoredIQ will add to IBM’s ILG portfolio and bolsters
its advantage in improving information economics by enabling customers to
rapidly achieve defensible disposal and related cost and risk takeout. We
intend to expand the existing integration with StoredIQ and IBM ILG products to
deepen cost-savings and total cost of ownership benefits for customers. We
further plan to incorporate StoredIQ into our ILG business in Enterprise
Content Management, which is part of IBM’s Software Group. Building on prior
acquisitions of PSS Systems in 2010 and Vivisimo in 2012, IBM adds to its
strength in rapid discovery, effective governance and timely disposal of data.
transaction is subject to customary closing conditions and is expected to close
in the first quarter of 2013.
information, see http://www.ibm.com/software/ecm/storediq/index.html.
Guest blog by Deepthi Nagarajan, Document Imaging & Capture, Social Content Management
The long-standing Lotusphere and
last year's Connect conferences have become one this year as IBM Connect 2013! Connect
2013 comprises three work streams(Creating a Smarter Workforce, Exceptional
Customer Experiences and Lotusphere Technical Programs) designed for Business
leaders and functional managers across all disciplines of business, including
human resource professionals, hiring managers, sales leaders, offering
development and operations professionals.
The ECM team will be leading
seven sessions (listed below) that focus on how ECM can help you to Connect
People with Smarter Content in Context for Better Business Outcomes. With today’s
business users expecting to consume, create and manage content from anywhere,
anytime, social collaboration, communication and interaction in and around
content have become the norm. Are you
eager to know what’s next and how you can take this social content to a new
level? If yes, make sure you attend the following sessions to see how ECM is helping
your Social Business Strategy.
INV105: Content and Social Ignites Context:
IBM's Content Platform of Engagement
Hunt, IBM; Ken
January, 2013, 1:30 PM-2:30 PM| Location: Dolphin S. Hem IV-V
SW106: Genworth Financial: Work Smarter Not
Speakers: Timothy Perry, Genworth; Cengiz Satir, IBM
January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2
ECE212: Slumberland Furniture: Delivering
Consistently Superior Customer Experiences
Speakers: Jamie Page, Slumberland
January, 2013, 10:00 AM-11:00 AM| Location: Swan SW 9 -10
SPN103: Living Social, It's Not Just About
the Conversations & Topics
Speakers: Joe Shepley, Doculabs; Larry Hawes, Dow Brook Advisory; Cengiz Satir, IBM
January, 2013, 11:15 AM-12:15 PM| Location: Swan Pelican 1 & 2
SPN113: Improving your Information
Economics with Complete Lifecycle Governance
Speakers: Mark Martin, IBM
30th January, 2013, 1:30-2:30 PM| Location: Swan Mockingbird 1 & 2
SPN105: Reduce, Reuse, and Recycle
January, 2013, 10:00-11:00 AM| Location: Swan SW 3-4
INV309: Ignite Business Performance in
Real-Time with Social Collaboration, Mobile and Content
Speakers: Ian Story, IBM; Steve Studer, IBM
January, 2013, 5:30 PM-6:30 PM |Location: Dolphin S.Hem
BOF307: Archiving and De-duplicating Email, Files and Social Content
Speakers: Cengiz Satir, IBM
Date: 31st January, 2013, 7:00 AM-8:00 AM| Location: Swan Toucan 1
here and start planning your sessions on the IBM
Connect 2013 Session Preview tool and get ready to enjoy the Orlando
Get Social. Do Business.
Modified by Scott Blau email@example.com
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Deidre Paknad – Vice President, Information Lifecycle Governance Solutions, IBM
Many organizations recognize intuitively the qualitative
benefits of improving how they govern information but have a difficult time
quantifying these benefits or galvanizing their organizations forward. I’ve recently worked with a number of large
organizations to go beyond Information Governance to improving Information Economics. This involves many of the concepts of governance
but puts a focus on the economics – the value and the cost – of
information. I use the term Information Economics to refer
to understanding and extracting value, knowing and controlling cost, and, most
importantly, aligning cost to value; an Information Economics practice can
improve the profit margin on information.
This is both challenging and important because the value of
information declines over time while the cost is constant and information risk
rises over time. The widening gap
between the value of the information and its cost and risk create a negative
economic impact on any organization – the cost of information and the risk it
poses exceed its value.
Certain types of retain or lose value faster than others and
the value lifetime varies by industry as well.
For example, the duration of time that product development information
is valuable is a function of product lifecycles and the R&D cycle time to
invent and bring a product to market.
In the fast-paced consumer electronic segment where a new model comes
out every 10 months and consumers replace their devices just as often,
6-year-old product design information is of little value as it is far outdated
and the unlikely source of new innovation.
On the other hand, aircraft lifespans of 30 years and the very slow
customer turnover make 6-year-old product data of value to both the business
and of interest to the regulators of the industry. In either company, the duration of time that
back office information is of value is likely similar.
In many business functions and industries, regulators and
government agencies require companies to keep data after it has lost its
business value. In fact, the law was
written to force organizations to act against their own interest to ensure that
information the company would otherwise dispose is available for investigation
or litigation. This regulatory requirement
is a tax on the business – it is a cost without an offsetting benefit or
value. Of course, companies have other duties to
produce information in the event of investigation and litigation that apply to
the total universe of potentially relevant information they have on hand when
the investigation or litigation is anticipated or occurs (the duty to preserve
evidence). As data ages, it is
phenomenally expensive to gather, process, restore and review this information
because the technology to restore and read it has long-since decayed, the
location and nature of the data is difficult to distinguish without restoring
it, and the context for understanding it completely absent. Gartner estimates the cost at $18,000 per
gigabyte! Data that neither the business
nor the regulators need is pure risk to the organization with tremendous cost
exposure. At IBM, we are helping our
customers improve information economics through continuous alignment of cost to
information value. When orchestrated
under a strategic program and sequenced by information economics principles, many
of the activities traditionally associated with information and lifecycle governance
are levers to ensure that the cost of information aligns with its value, that
its full value is realized and that the risks information poses are managed
There are three important inflection points over the value
1. Analytics – Even when information has value to the business, if
business stakeholders aren’t able to extract and apply that value in the
decisions they make, the value is lost (and it represents only cost to the
organization). Most of us, however,
lose the context of information we created ourselves very quickly and we lack
context on information our colleagues may have gathered or generated that is of
value in our decisions. Content
analytics and big data analytics help organizations maximize value during the window
of time in which it exists – this is essential to improving economics.
2. Cost and Volume Compression – As data ages out and loses value or
the frequency of its relevance to the business, it’s important to compress its
cost in parallel. This is particularly important when there is
no business value and only a regulatory need to keep the data. As individuals most of us never consider
over-paying our taxes, but organizations that over retain or over-spend on storing
data for regulators are over paying their taxes! In other cases, data without value is
inappropriately stored as if it is premium value such as test data and
non-production instances, which clearly lack the same business value as their
production counterparts. Archiving
data to reduce its footprint and cost keeps the ratio of cost to value in line
and tiering data to an appropriate cost point also drive information
3. Defensible Disposal – When neither the business nor regulators need
information any longer, dispose of it.
Retaining it longer at any cost point is waste, unnecessary cost and
risk. Over paying for useless data
actually reduces the capital and resources companies can invest in maximizing
information of value.
In the next blog, we will discuss the four building blocks for improving information economics. In the meantime, consider whether your organization can quantify true information cost and whether the cost to value ratio can be improved!
About the Author – Deidre is widely credited with having
launched the first commercial applications for legal holds, collections and
retention management and is a recognized thought leader in legal and
information governance with numerous patents in the field. In 2004, she founded
the CGOC (Compliance, Governance and Oversight Council), a professional
community with over 2000 corporate members, to advance practices for
governance, retention and eDiscovery. Deidre has authored many papers in the
eDiscovery and governance field. She has been a member of several Sedona
working groups since 2005 and co-leads the EDRM IGRM Initiative. She is a
seasoned entrepreneur and executive with 25 years’ experience applying
technology to inefficient business processes to reduce cost and risk. Deidre
was inducted into the Smithsonian Institution for innovation in 1999 and again
in 2000. Today, she leads IBM’s Information Lifecycle Governance business,
which includes its eDiscovery, records and retention, archiving and defensible
Follow Deidre on Twitter @day_dree
Guest blog by Alan Horton-Bentley
ECM WW Industry Marketing Manager - Banking & Financial Markets
Modern banking has improved leaps and
bounds when it comes to extending a variety of services to customers- multiple
access channels, a wide variety of products and services and 24/7 access to
information and help- making banking for customers simple and easy. On the
other side of the counter, inside the bank things have become very complex; in
order to satisfy this ever increasing customer expectation and competitive
Not so long ago, the process of
opening a new bank account or for that matter executing most banking
transactions was a simple matter of a customer visiting a branch location, filling
out a form or two and they were done.
Today, however, even the basic
functions of account opening and loan processing are much more complex. Banks
have to make seamless provisions for the multiple channels for account opening,
the wide variety of account products, to meet regulatory requirements and counter
Loan origination and processing is
also much more complex, it includes all kinds of customer profiling and
assessments to perform, new regulation such as QRM (qualified residential
mortgage) requiring the lender to validate the borrower’s ability to repay the
loan - resulting in a growing number of documents, more stringent information
validation transforming the primary business processes into complex customer
More customer information, new data
types delivered through a growing number of channels makes it difficult to
capture, classify and assimilate into actionable content when the customer is
There is no argument, leveraging increased customer information in
real time will have a positive impact on credit risk management, fraud
interdiction, revenue growth and compliance—but because financial institutions
are inundated with both structured and unstructured data, they are being
overwhelmed with information and have outstripped traditional front office
In order to remain competitive and drive efficiency in business
processes banking institutions need to know which business functions have grown
in complexities so as to warrant taking a new approach: managing these
complex processes as a “case” not as a
To know more attend the IBM
Case Manager and IBM Forms Deliver for Union Bank and ELG-2844 Improving
Information Economics with Defensible Disposal at BNY Mellon sessions at Information
On Demand 2012.
These two of over 700 exciting sessions offered at Information On
Demand 2012. Don’t forget to register before August 31 to
save $300 off your registration fee.
Learn about this and other ECM sessions with the ECM at IOD Agenda Brochure
. Or if you're already registered, use the SmartSite
to start planning your experience, scheduling sessions, and connecting with other attendees and speakers
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 David Yockelson, Program Director, Product Marketing for ACM/BPM
Fraudsters continue to invest in new tricks to cheat
commercial enterprises, and many organizations are finding it hard to keep
up. But now we’re introducing an
integrated capability that matches the best fraud analysis and visualization
capability on the market with the most flexible and comprehensive case management
platform, a pairing designed to beat the fraudsters now and allow organizations
the flexibility to defeat them into the future.
I2, an IBM acquisition, provides leading technology to
amass, analyze, and visualize wide varieties of data indicating potential
fraudulent activities. It’s been implemented
not only to combat commercial and public sector fraud, but also trusted by law
enforcement and public safety organizations world wide for crime
Currently in its second release, IBM Case Manager (ICM) has
been implemented world wide in solutions across industries including insurance,
banking, manufacturing, public sector, healthcare, and others. ICM’s persistent case object model maintains
critical information of all types in context throughout a case’s lifecycle. ICM’s dynamic tasking enables it to easily
address the widest variety of unpredictable business use cases; and its
business analyst-friendly design facilities speed time to value for
Together, I2 and ICM can provide organizations the ability
to detect, analyze, and investigate potential criminal activity, leveraging a flexible
platform that can address not only current needs related to fraud but can also
keep pace with anything those nasty fraudsters can cook up.
To know more about how i2 and IBM Case Manager work together to manage fraud investigations attend the EAC4127A session at IOD2012. Bookmark session on http://iodsmartsite.com/
by David Jenness, Market Segment Manager, Document Imaging and Capture, IBM
After 15 years of looking after Datacap’s marketing
interests, I was pretty sure that I could no longer be surprised. When it comes
to document capture, it’s easy to feel like you’ve seen it all. Yet, IOD 2012 was filled with surprises – and
the good the kind. Since joining IBM’s
ECM division in 2010, the Datacap product – with its open, rules-driven
architecture – has inspired many, it seems, to extend its capabilities in all
kinds of directions. It was at IOD,
where the extent of all that extensibility became apparent to me.
I had the pleasure of hosting a luncheon at IOD 2012 called
“The Seven Secrets of Success for Capture Engagement.” The idea being that we would invite Datacap
users and prospects to a delicious lunch and then show off seven new things you
can do in the Datacap environment that help our customers delight their
customers. I started asking around about
new Datacap applications and, suddenly, I was wondering how to keep the list to
Within the IBM technical community, our developers had come
up with cool things like integrating Datacap into a Fujitsu network scanner so
that anyone could walk up, push a few buttons and start capturing documents
using the scanner’s touchscreen – even for verification of data. We also demonstrated
how to add new documents into the Datacap Entry-Level product with just a few
clicks – setting up sophisticated document ID and data validations in the
process. And Datacap co-founder and
software architect Noel Kropf acted out the part of a delivery driver –
complete with brown shirt and shorts - who saves his company time to bill by using
Datacap with an iPhone to capture signed delivery documents on the spot.
If demonstrating Mobile Capture was exciting – and it
certainly had our audience of 60 customers, business partners and IBMers
sitting up and taking notice – what got me revved up was seeing what our
business partners had done.
IBM partner Databank showed
an application they designed and installed at a bank to accelerate loan
approvals for customers, which integrated a Fujitsu network scanner, Parascript
advanced handprint recognition, and a real time workflow to enable a regional
manager to support a branch request in minutes.
EDAC Systems, which has
developed several applications with Datacap, demonstrated some enhancements they’ve
made with image processing to improve text recognition – even for handprint –
to enable correspondence tracking, among other uses.
European partner xft showed off its certified connector to SAP, which allows Datacap to “talk” to
SAP in real time – for PO line item reconciliation during the capture process
and facilitates a smooth handoff to SAP of captured data.
Imagine Solutions, IBM’s 2012 Excellence Award winner, showed a live demo of their solution for mortgage processing with Datacap that
leverages IBM Content Classification to correctly identify and classify mortgage
documents in a batch, which is as close to a David Copperfield magic trick as
we had in Las Vegas.
All in all, we showed off 8 solutions at our luncheon and
could have shown another 8 if we had the time. Tritek Solutions has built a
human resources capture solution, Miria Systems has a proven P2P solution, CM Mitchell Consulting has developed
capture solutions for Oracle, and CGI has built a complete
healthcare document management solution with Datacap and Production Imaging
Edition, called Sovera. Furthermore, Magic Lamp Software, Neocol, and R2K have enhancements of their own that would have fit nicely in our lineup of
solutions for “capture engagement.”
For me, the “Seven Secrets of Success” turned out to deliver
unexpected surprises about the creative and technical prowess of the new
“ecosystem” of partners who have taken Datacap in new and interesting
directions. I certainly did not list all the enhancements available in this
short report and I can only imagine what new solutions are being put together
But as they say, “surprise me.”
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."
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
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.
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.
Guest Blog by Timothy Perry, CTO, Retirement and Protect of Genworth
Genworth is a leading Fortune 500
insurance holding company dedicated to helping people secure their financial
lives, families and futures. Genworth has leadership positions in
offerings that assist consumers in protecting themselves, investing for the
future and planning for retirement -- including life insurance, long term care
insurance, financial protection coverages, and independent advisor-based wealth
management, and mortgage insurance that helps consumers achieve home ownership
while assisting lenders in managing their risk and capital.
As is expected, we at Genworth
want to reduce costs, improve efficiency, affect growth, and ultimately improve
shareholder return on investment. One way we can affect all of these things is
by making our project teams more and more effective in what they do. Our goals - save time and money in the long
term by making the right information readily available to team members,
ultimately helping them respond more quickly, make better decisions, and
deliver well; a big piece of this is limiting rework anywhere possible, and
retaining the information for future projects.
Project information is an asset that should be easy to find over time.
Projects span everything from business
requirements to architecture and design, to development and testing. These
projects then affect future projects. The
foundation for the initiative is retaining information from prior work, and making
the latest version of the information easy to find. We want to work smarter and
not harder in achieving our objectives. We want to encourage collaboration, manage
e-mail properly which can either help or adversely affect collaboration, and
have a single structured organization for all our documents and other
information so that no information is lost. In addition, we wanted our project
and application support teams to be more productive in doing their jobs instead
of spending their time trying to locate the necessary information – or even
worse, recreating prior work.
Some key takeaways of the IBM
solution include the expected collaboration capabilities like ease of access,
blogs, wikis, and files combined with automation, governance and the ability to
leverage corporate investments in our enterprise content management system that
we already have.
Are you interested to learn more
about this story? Register
here for this session (Session id SW106) at IBM Connect 2013 and hear
Timothy Perry, CTO, Retirement and Protect of Genworth share the success story.
SW106: Genworth: Work Smarter Not Harder
Speakers: Timothy Perry, Genworth; Cengiz Satir, IBM
January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2