Join the IBM ECM today (May 21) at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations for Day 1 includes:
Session # 3279
Location: Jackson A
10:45 - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Myriad documents, email, fax, forms, and statements initiate and define customer relationships, and record transactions and communications throughout the customer lifecycle. Often, records of customer interaction are scattered across departments and systems, thereby inhibiting superior customer service. Learn how to become more effective and efficient in serving customers by providing a single point of secure access for content and correspondence captured and created during the course of the customer lifecycle, resolving customer service and support issues that require collaboration among subject matter experts, and uncovering detailed insight contained in customer communications.
Session # 3575
Location: Jackson B
12:00 - 1:00pm
Do You Have Your Customer's Back? Improve Customer Service and Loyalty Via Effective Fraud Management
When customers think of the service provided by companies with which they do business, they think not only of the flexibility, convenience and responsiveness of those companies, but also the level of confidence they have when doing business with them. An often overlooked element of world class customer service is effective fraud management. Companies that implement efficient, proactive fraud management inspire customer loyalty because those customers know that their identities, accounts, and personal information are protected; their transactions and requests will be executed safely and with integrity; and that others they engage with in the context of this company are known entities that can be trusted. Learn how IBM provides a holistic point of view on managing fraud throughout its lifecycle - from discovery to detection through investigation - all done in a proactive manner with the goal of creating a safe environment for customers to do business.
Session # 3576
Location: Jackson B
4:30 - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Today's fast-paced, 24-hour-a-day, constantly connected consumers expect instant access to information that has traditionally been delivered in printed format. They seek partnerships with organizations that embrace ecologically friendly delivery of information, but still expect full access on their time schedules. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with Consumer Products, Banking, Finance, Insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
IBM ECM at Smarter Commerce Global Summit, Nashville 2013 (May 21-23)
IBM Enterprise Content Management (ECM) solutions help businesses deliver exemplary service to their customers across multiple touch points, anticipating client behavior and taking action to promote customer satisfaction. IBM ECM is the established leader in directly supporting the customer service needs of banking, finance, insurance, utilities, telecommunications and government.
With IBM ECM solutions targeted to specific line-of-business needs, organizations can capture, manage and share critical content associated with suppliers, products, services and customers throughout its life cycle to help ensure compliance, reduce costs and maximize productivity.
Join the IBM ECM team at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations include:
Date & Time
Tue, May 21, 2013
10:45 AM - 11:45 AM
Manage and Exploit Customer Content and Communications to Achieve Superior Customer Service
Tue, May 21, 2013
12:00 PM - 1:00 PM
Do You Have Your Customer's Back? Improve Customer Service & Loyalty Via Effective Fraud Management
Tue, May 21, 2013
4:30 PM - 5:30 PM
Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Tue, May 21, 2013
3:00 PM - 4:00 PM
IBM Mobile Enterprise Content Management
Wed, May 22, 2013
12:00 PM - 1:00 PM
Find the "Voice of Your Customer" with IBM Content Analytics
Wed, May 22, 2013
3:00 PM - 4:00 PM
How Collaborative Customer Interaction Management Improves the Quality of Customer Service
Thu, May 23, 2013
10:45 AM - 11:45 AM
Disaster in a Socially Connected World
Guest Blog by Michael Green - Offering lead, IBM Case Manager
What is next for case management in healthcare? Lets start with some interesting statistics. Medical information is doubling every 5 years, and the majority of it is unstructured – not just health or financial data, but reports, notes and documentation – including things like digital images, xrays and lab reports. Another interesting statistic is that each year in the US, 1.5 million people are incorrectly prescribed medication, and up to 98,000 die of preventable errors in hospitals alone. We trust our doctors, we trust our system, but at critical areas it is not meeting that trust.
The next steps for case management in healthcare is to begin the process of making sense of the growing information available and to provide better guidance to the healthcare professionals who we trust to make our life and death decisions. Capture the information wherever it may be housed, analyze it – both unstructured and structured – and provide both focused individual data and objective cross-patient analytics to our medical providers so that they can make the right decisions to affect positive outcomes. The medical establishment worldwide has come to the realization that some of the ways it can rein in the cost of healthcare is by being proactive: by identifying high-risk patients early on; by putting in place home based health plans to help those patients reduce their risk; and by making better, more informed, decisions. This is not just a US trend, promoted by the Affordable Health Care Act, it is a worldwide initiative. The ability of advanced case management to provide the information and analytics to improve investigation and decision-making is a key capability in the next phase of medical care.
IBM Patient Care and Insight is an application written on top of IBM Case Manager. It brings together assets from IBM Research and from the Watson initiative to provide powerful predictive and analytical tools to help healthcare professionals make more informed decisions. It also provides access to patient information, next steps, best practices and collaboration within a single web based interface that can allow all those involved in a patient’s care – in the hospital, the home and the wider community based medical establishment - to have a single reference and tool for care management. IPCI is the first step in bringing the power of advanced analytics in an interconnected world to help rein in the cost of healthcare and provide better outcomes to patients.
Please join us at Impact Global Conference to discuss the Patient Care and Insights solution tomorrow, Wednesday, May 1 - 12:00–12:45 AM
IBM Patient Care and Insights: A Care Coordination and Management Solution
Location: Marcello 4403
Guest post by David G. Caldeira, IBM Director of ECM Products and Strategy
The shift from traditional software delivery models to cloud or SaaS for some use cases has gained quite a bit of momentum over the last five years. In fact, IBM expects cloud computing to deliver $7 billion in revenue by 2015.
Traditional business applications can be complicated and expensive. Some require a team of experts to install, configure, test, run, secure, and update them. When you multiply this across dozens or hundreds of applications, it’s easy to see why even companies with the best IT departments don’t get all the applications they need.
With cloud computing, costs can be reduced pretty dramatically because you’re not managing hardware and software – the vendor does it for you. The shared infrastructure means it works like a utility: you only pay for what you need, upgrades are automatic, and scaling up or down is easy.
This week at IMPACT 2013, we’ll be demonstrating a case manager solution for SmartCloud, IBM’s enterprise-class, secure cloud technology. It’s a hosted environment for demonstration, evaluation, education, development and testing of case management solutions.
Organizations today face case management challenges that require more insight, responsiveness and collaboration. IBM Case Manager extends case management by integrating capabilities designed to help close cases efficiently with better results – in essence, to work smarter. Using enhanced and proven capabilities, advanced case management helps companies deliver better business outcomes by extracting more value out of their information -- whether that’s in a customer request, loan application, complex industry or regulatory procedure or other complex, knowledge worker-driven activities.
By automating the right processes, applying the right analysis and involving the right people, management can optimize case outcomes.
For example, UniCredit, a global banking and financial services company, wanted to take a proactive approach to crisis management and establish world-class capabilities via faster response times, a shorter decision chain, and the ability to share information with authorities and other banks. With Case Manager, UniCredit is now able to quickly simulate different scenarios of an event or combine different events in a single case from internal and external data sources. This information can be securely shared across the organization or with external parties via PC, tablet or Blackberry. As a result, the bank has been able to reduce risk, minimize liability, secure information, and capture the experience to learn and prepare for future crisis.
Tejon Ranch, the largest private landholding in California, is using Case Manager to maneuver contracts through the office more easily and ensure that insurance certificates are updated from more than 5,000 consultants. The company can also quickly react to access bonds for general use improvements and additional building projects. Management can easily track what’s been spent, maintain all supporting documents for those activities, and be ready to take advantage of the best opportunity to exercise future bonds
This latest release of Case Manager is part of IBM's overall strategy to deliver advanced case management solutions that unify information, processes and people within many industries to handle their critical business caseloads more effectively. You can see a preview of Case Manager on SmartCloud and other Smarter Content solutions in action at Booth SP-6 in the Smarter Process zone.
Guest blog by Michael Green - Offering lead, IBM Case Manager
While an understanding of how the power of content differentiates IBM Case Manager from IBM BPM is important in any discussion of the two, it is not the only differentiator. Another key feature of case management is that in case the knowledge worker or case manager is the main decision maker. As such, the ability to provide flexible process flows that emanate from the case worker and do not have a predetermined outcome is of critical importance.
In classic BPM the processes are understood as being end to end – with business rules and process parameters dictating the process flow between applications and through an organization. Out of this structure comes repeatable processes, enhanced efficiencies and faster throughput. A rules based assembly line assembly line for enhancing the productivity of knowledge works.
Case management however, defies this rational. It is has too many unrepeatable steps, too many that if they are repeatable are done so out of order, or used for some cases and not others. Mostly, it is a process that is driven not by a rules engine but by a knowledge or case worker, based on the unique specifics of the case. Certainly there can be business rules involved to handle initial triaging and scoring, and process choreography to handle the required back end updating and data collection, but the majority of decisions and task initiation in a case are made by the case workers themselves. These decisions are based on the documentation associated with the case, the policies and regulations surrounding the case type, and the case workers own understanding of what would be needed to successfully resolve the case file – to achieve a positive outcome.
To achieve the benefits of BPM in a case scenario the processes must therefore be discrete, individual and none sequential. They must be able to be chosen as needed by the case worker and include the ability to launch ad hoc process steps (usually via email sent from within the application) and include searchable comments – so that decisions are documented and kept in context. These are capabilities found in IBM Case Manager about which I will enunciate next post.
Guest post by Scott Blau, WW Director of Document Capture, IBM ECM
In the 1960s, America was riven by “the generation gap:” elders who supported government and traditional family relations vs. the boomer generation of rebels in culture and politics. With the challenges of the 1970s the split started to loose relevance, until in the 1980s the boomers were getting older and more like their parents. The generation gap just faded. Or was it just replaced by a newer gap?
In a recent conversation with a bank CIO, I learned that the bank has a paper problem, but not the one I expected. The bank had installed a scanning system to capture paper documents and turn them into images, yet had been unable to realize the dream of a “paperless office.” With a little research the CIO and his team discovered something that many organizations are now facing: there is a new generation gap, and it is all wrapped up in paper.
Although the bank has a stated policy that discourages printing documents, some loan officers continued to copy each and every loan package (even mortgage applications of 200 or more pages) for their own reference. That in spite of the fact that the loan package is next sent for central scanning and then pushed on an internal portal for reference with handy indexing by document type.
Why were some of the most experienced – and productive – loan officers doing this? At first, the bank thought that the loan officers were simply being careful – ‘I’d better make a copy just in case the document is lost during transit.” But even after the bank installed scanning software in every branch, they were still making personal copies.
After he described this puzzling trend, I told the banker that he didn’t have a technology problem; he had a dependency problem, much like alcoholism or drug addiction in his company. Only in this case, people have become addicted to paper. Forget that an electronic document has been declared just as legal as a paper document. Forget that an electronic document can be retrieved much more quickly than a paper document; that you can copy it and paste it; keep it handy on your desktop, and even annotate it and share it in seconds with a colleague halfway across the country. The problem is you can’t hold it.
Even more interesting though, is the fact that paper addiction seems to be generational. The older and more mature loan officers were the offenders. There is a cut-off – somewhere around 1984 when the post-WWII generation gap supposedly disappeared – after which anyone born has no use for paper documents. The newer generation that has grown up with computers in school - using calculators instead of slide rules, and using word processors instead of typewriters - and their relationship to a sheet of paper is different from the previous generation.
The previous generation, which I fall into, required reams of paper to get through a school day. We grew up writing term papers in either in long hand on carefully typing, and re-typing, them. We calculated algebra equations on scratch pads. When we started our professional lives, there were secretaries in typing pools, clerks whose job it was to wheel around the office delivering interoffice mail, and miles of aisles in the basement filled with file folders.
We got so used to being able to hold a document in our hands that we became dependent on it, like a 3 year old cuddling a teddy bear in bed. And now many in my generation can’t do without it.
So I suggested to the banker that she could either wait 20 years for the young generation to replace the aging paper addicts – and who knows what the next generation gap may bring – or begin an awareness campaign around the advantages of electronic documents over paper and wean people off their dependency. But the irony was not lost that – after 25 years of hearing about the paperless office, that, here it is, finally within reach, and the last obstacle is simply people being unwilling to give up the comfort of holding a document in their hands.
Guest blog by Michael Green, Offering lead - IBM Case Manager
How much easier it all would be if all software products fit into nicely differentiated boxes. Software, however, is infinitely flexible and resists being tightly categorized. Certainly that is the case when you try to differentiate IBM BPM from Case Manager. Both deal with aspects of process management; both can move information in a choreographed way around an organization; both include people and processes in their process flows and have ways do deal with exceptions processing. Is there anyway to clearly differentiate the two?
Speaking in Japan this week, Allan Takatsuka, the ICM World Wide Technical Lead, tried to articulate such a differentiator. He noted that when processes included a significant amount of content - specifically unstructured or document based content - and needed people to act on that content - then the content oriented process controls and tools in IBM Case Manager clearly differentiated that offering from IBM BPM. Allan noted that while there were other aspects of case management that one or the other product could demonstrate rival capability - software being what it is - in the area of content it was clear that IBM Case Manager was the better option.
From the point of view of IBM Case Manager I can certainly argue that there are other areas of differentiation, but Allen’s point is well taken. The ability to deal with multiple document types, to allow editing and audit control of all documents actions – who read, edited, signed – and when they did so – certainly differentiate IBM ECM products from all other offerings. The ability for documents to be understood, initiate discrete process tasks, and automatically create contextual audit trails that include the case documents with all the process steps, is a unique feature in IBM Case Manager. So while perfect worlds do not exist, focusing on content based process flows as a way to differentiate Case Manager from IBM BPM is at a minimum a good – clear – place to start.
Guest blog by Michael Green, Offering Lead - Advanced Case Management
BPM is the enterprise class business process engine from IBM. It is designed to choreograph process flows
from multiple enterprise applications based on sophisticated business rules
enabling discrete process decisions and automated process steps. Inherent in IBM BPM is the idea that a
process is an end-to-end system with a known outcome. Case management, on the other hand, is by
definition a process flow where the outcome is unknown. While business rules
and automated steps are important to case management, case management requires the
ability to pick and choose process tasks based on decisions made the by case
worker. Nonetheless, there are distinct
requirements in case management that demands the sort of process choreography
that IBM BPM provides.
a caseworker may be the ultimate arbiter of the decision making, he or she
often requires information found in one or more disparate enterprise
applications. Moreover, any changes made to a case file often require an update
to those enterprise applications so that the customer or citizen’s file is
accurately maintained. IBM Case Manager
interfaces with IBM BPM at the design level to enable Case Manager process
designers to access the power of IBM BPM process choreography to enable data
exchanges. By effectively merging design environments this enables Case based
workflows to extend beyond the realm of individual decision makers and leverage
the power of the automated process choreography. By combining the two, the
flexible task based process capabilities of IBM Case Manager with the automated
business rules driven engine of IBM BPM, the full promise of the process
efficiencies of Advanced Case Management can be achieved.
The Smarter Content Summit is coming your way! With 11
events planned for North America and 3 in Europe
there is sure to be an event happening in a city near you. There is no cost
to attend, so register your colleagues today.
April 30: Chicago, IL
May 3: Columbus, OH
May 14: San Francisco, CA
May 16: New York, NY
May 30: Dallas, TX
June 4: Hartford, CT
June 4: Washington, D.C.
June 6: Minneapolis, MN
June 13: Toronto, Ontario
June 13: Long Beach, CA
The sessions will highlight what's new and notable with IBM
ECM software with tracks
designed for Line of Business and IT attendees, so your whole team will
leave informed and empowered. We've designed our agenda
to maximize your time – with industry-focused events running only half-day, so
you can take what you've learned right back to the office and put it
immediately into action.
Need help justifying your attendance? Share the Top
Five Reasons to Attend postcard with your management (and invite them to
Top Five Reasons to Attend:
- Uncover new insights: Learn new ways to better
analyze structured and unstructured content and use it to drive smarter
- Spot new opportunities: Leverage your content for
what it is—a powerful asset that can help you solve specific business
- Inspire action: Improve IT operations and empower
people by seamlessly connecting them to the right information at the right time.
- Get educated: Discover how leading organizations are extracting
more value out of their content to gain a competitive edge.
- Join the conversation: Network with peers, meet with industry
experts and get best practices.
We look forward to seeing you there!
Guest Blog by Michael Green, Offering Team Lead, FileNet BPM
IBM Case Manager
(ICM) shares with IBM BPM the ability to design a case workflow and build
business rules to automate certain aspects of that workflow. However, there are
a number of ways that ICM differs from IBM BPM in respect to how it handles the
requirements of a case vs a normal process flow.
The first is in
regards to how ICM understands process flows.
Unlike normal workflows, which have defined start and end point, in
cases the outcome is unknown. Is the
compensation claim going to be settled next week, or if the claim does last a
long time, the steps needed will be different. It is because of these unknowns
that ICM has adopted a flexible process mechanism based on process fragments or
'tasks'. These break the process up into
discrete actions and allow the caseworker the ability to decide which task
should be undertaken when. Some tasks may never undertaken for a specific case,
others may be mandatory for all cases, but the deciding power is based on the
decision of the caseworker.
The second involves
analytics or what we call 'decision support services'. This is the ability to expand on what the
worker already knows, their experience and training, by providing specific
analytical tools to help them make more informed decisions. ICM includes the capability to do analysis on
all other similar case files, using content analytics, to find commonalities
and help in making decisions more normalised.
differentiator involves content. IBM BPM
supports the CMIS standard for content federation. This enables it to choreograph content based
processes. The difference with ICM
however, is that it also enables something we call 'active content' and
supports all content standards, not just CMIS.
ICM works with the document metadata to understand what the document is,
which case it is a part of, and then automatically move it to move to the next
step in the process flow. Active content
also tracks each time a document is opened, who opened it, what changes were
made, and what were the next steps taken as a result of that review.
What a whirlwind! Time just flew right by during the AIIM
Conference – where does it all go? I want to thank everyone who took the time
to attend our roundtable sessions and come by the IBM booth – as well as the
StoredIQ booth! They're our newest team members and it was great to be able to
highlight the expansions to our Governance capabilities.
Thank you, again, to everyone who came out to "get
captured" by our caricature artists on Wednesday night. It was so much fun
and you all looked great!
Did you bring home any burning questions or just want to
follow up with us? Feel free to contact me directly (email@example.com) and I am happy to connect
you with our subject matter experts who were onsite during the conference.
Lost your literature? Just a friendly reminder that we post
a lot of our literature electronically, which you can find here.
I have also posted the printed collateral that was available during the show on
our ECM Community site (if you're not already a member, join
us today!) and you can download them to share with your team.
It was great to meet so many of you – I hope to see you all
Today’s leading companies are harnessing the value of content for new insight
and better business outcomes. IBM ECM is providing the market’s richest solution
for case management work patterns through a deep integration of content management
and case management capabilities with process, business rules, collaboration and analytics.
Join the IBM Enterprise Content Management (ECM) team at Impact 2013 where you will have
the opportunity to learn more about leading case management solutions and how your
organization can integrate content and case management capabilities with process,
business rules, collaboration and analytics. Featured ECM presentations include:
Monday, April 29 - 10:30–11:45 AM
Integrating BPM with ECM
Location: Delfino 4005
Wednesday, May 1 - 10:15–11:15 AM
IBM BPM and IBM Case Manager –
Addressing the Range of BusinessProcess
Location: Lando 4201A
Tuesday, April 30 - 4:00–5:00 PM
Uniquely Addressing the Case Workload
with IBM Case Manager
Location: Lido 3103
Thursday, May 2 - 1:00–2:00 PM
Coming together: Business Process Management and Advanced Case Management
Location: Titian 2203
Register today at http://www.ibm.com/impact
Ask your ECM representative to schedule a one-on-one meeting with ECM Executives at the event
The Impact 2013 Executive
Meeting Center is open for business!
IBM ECM executives are
ready to meet with Clients and Business Partners
Doug Hunt, Ken
Bisconti, and David Caldeira are available for meetings
during the conference.
We will see you there!
2012 Presentations Closes March 31
Act now. Presentations from last
year’s conference are available for download only until March 31. Make sure
that you download the presentations you need before it’s too late.
for Speakers Opens April 1
Customers, IBM Business Partners
and IBMers can submit proposals from April 1- 26.
Session proposals open on April 1 and
will be accepted through April 26.
Do you have an interesting story to share about products, solutions,
and implementations? Consider submitting a proposal. IT professionals, including managers,
architects, and developers should submit proposals for technical sessions
across Information Management, Business Analytics and Enterprise Content
Management. C-suite executives and
senior decision makers in Line of Business and IT management roles should
submit proposals about industry-related thought leadership and innovative
ideas for Business Leadership sessions.
Stay tuned for more details later!
In exchange for participation as a
speaker, Customer and Business Partner speakers who are selected to deliver a
conference elective session may be eligible to receive a conference
registration waiver. [A conference
registration waiver will be offered to the speaker if IBM determines, after
legal review of applicable laws, that it is appropriate. Speakers in Birds of
a Feather sessions, Panel Discussion sessions and Ask the Expert sessions do
not qualify for the waiver. No travel or living expense reimbursement will be
offered. Only one waiver per session is available.]
Sponsorships Open April 1
Attention all IBM Business Partners:
it's time to start thinking about how you will want to invest in the EXPO and
raise your visibility at the conference. Sales open on April 1 and there are
plenty of sponsorship and marketing opportunities that will make your
business stand out.
Opens May 15
Registration opens May 15. Register
early and take advantage of Early Bird pricing for the best rates on
registration and hotel accommodations.
The information center was updated for the latest IBM FileNet P8 release, including new terminology and information about high-availability. http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.relnotes.doc/wn_p8.htm
See the following page for a list of what's new in the software and the information center:
Join IBM at the SAPinsider
BI 2013 event, co-located with the Financials, GRC and Admin & Infrastructure
events, held March 19-22 at the MGM Grand hotel in Las Vegas, NV.
IBM offers attendees an exclusive opportunity to spend one-on-one time with
subject matter experts from across North America and our IBM Client Center: Lab for SAP Solutions. Grab a
refreshment, join a conversation, meet IBM Watson, the grand challenge quiz
show champion, and get your most pressing questions answered in a relaxed
atmosphere. From BI and SAP HANA to cloud, mobility, and infrastructure, our
in-house experts can help you overcome your toughest challenges and provide
insights you can apply at your own organization. Coupled with these lively
discussions are customer stories, microforums, and live product demos. The IBM
Lounge is located at #1012 on the show floor and will be open during exhibit
ECM will be
leading three microforums inside the IBM Lounge (booth #1012 in the exhibit
hall) that you won't want to miss:
Tuesday, March 19
Overview of all IBM ECM solutions for
use with SAP
Wednesday, March 20
Don't touch that invoice! End-to-end
Thursday, March 21
Save BIG with Value-based
Archiving & Governance for SAP
Looking for more IBM
Visit IBM during the AIIM Conference 2013! At the IBM booth
you can visit our subject matter experts on Capture, Social Content
Management, and Information Lifecycle Governance. Our experts are
on-hand for the entire event and available to demonstrate the latest and
greatest products that IBM ECM has to offer.
Want a little more? Join us during the "speed
dating" meetings taking place at the break times to discuss your
organization's pain points or set a meeting with our experts at your
convenience. To schedule a meeting in advance of the conference, please email
Mia Winn (firstname.lastname@example.org
) with your
request and availability.
ou also won't want to miss our "Group Therapy"
roundtable sessions in the Solution Lounge:
Wednesday, March 20 – 4:30pm: How
social lifestyles are changing the way we do business
with Steve Studer. Today, a great deal of content is
presented in a variety of social forums on mobile devices, the desktop and the
web, and businesses need to exploit that content while ensuring proper
governance. Context is the key to bringing relevance, intelligence and insight
to content. Teams and communities and social elements woven into analytics,
governance, imaging and content and case management are what social content
management is all about. Join this session for a compelling conversation about
how you can take your business to a whole new level: a social business level.
Still finalizing your plans for Connect 2013? We've got a
few sessions that I think will interest you – be sure to add these to your
calendar! These are excellent opportunities for you to pose your questions to
our subject matter and industry experts, along with some IBM ECM customers.
Interested in meeting with ECM executives? We've got you
here to request a meeting with either Doug Hunt, ECM Business Leader, Ken
Bisconti, Vice President ECM Products and Strategy, or Carol Taylor, WW Sales
Leader for Social Content Management.
We also invite you to find us in the exhibit hall at IBM
booth 23 – stop by for a demo of what Social Content Management can do for your
Monday, January 28
11am (Swan Hotel, room 1,2): Genworth Financial, Work Smarter,
Not Harder, presented by Tim Perry, CTO of Genworth Financial
Tuesday, January 29
10am (Swan Hotel, room 9,10): Slumberland Furniture:
Using IBM Software to Deliver Consistently Superior Customer Experiences,
presented by Jamie Page, Director, Slumberland Furniture
11:15am (Swan Hotel, Pelican 1,2): Living Social, Its Not
Just About the Conversations and Topics, a panel discussion of experts,
including Joe Shepley, Doculabs, Larry Hawes, Dow Brook Advisory Services,
Cengiz Satir, IBM, and Steve Studer, IBM
1:30pm (Dolphin Hotel, S. Hemisphere
IV, V): Content & Social Ignites Context: IBM’s Content Platform of
Engagement, presented by Tim Perry, CTO of Genworth Financial, Doug Hunt,
IBM ECM Business Leader, and Ken Bisconti, Vice President of IBM ECM Products
5:30pm (Dolphin Hotel, S.
Hemisphere I): Ignite business performance in real-time with social
collaboration, mobile and content, presented by Ian Story, IBM and Steve
Wednesday, January 30
10am (Swan Hotel, room 4): Reduce, Reuse, and Recycle
Corporate Content, presented by Maig Worel, IBM
1:30pm (Swan Hotel, Mockingbird 1,2): Improving your
Information Economics with Complete Lifecycle Governance, presented by Mark
Thursday, January 31
7am (Swan Hotel, Toucan 1): Archiving and de-duplicating Email,
Files, and Social Content, presented by Cengiz Satir, IBM
Stay Social with us during the show #IBMConnect – @IBM_ECM @csatir
We are proud to sponsor an upcoming webinar with AIIM, focusing
on a new vision for our industry and enterprise IT. Join us for free on December
12, 2012 to hear from John Mancini, President of AIIM, discuss the next steps
for organizations and common questions that still remain.
Description of this session from AIIM:
18 months ago, a Task Force of AIIM member companies worked with
Futurist Geoffrey Moore to lay out a new vision for the industry and for
enterprise IT (www.aiim.org/futurehistory).
At the core of this vision was the interplay between Systems of Record (the
legacy systems we all know well, based largely on documents), and the new
emerging Systems of Engagement (built upon consumer, cloud, and social
technologies, based largely on conversations). For many organizations,
- How, exactly, do I
get these consumer and cloud systems to connect with my back-end systems?
- How do I implement social and cloud technologies
in my organization in such a way that I minimize risk?
- How do I allow my employees to use their own
devices to access corporate systems and not lose control?
- How do I connect
enterprise SaaS systems like Salesforce.com with my behind the firewall
AIIM President John Mancini will discuss the practical, next
steps organizations have been taking to make this all come together. Attend
this webinar and learn ways you can answer these questions for your own
a question you'd like to see answered in this webinar? We'll do
our best to include it during the live event.
This webinar is pre-approved for one AIIM Certified Information
Professional (CIP) Certification Maintenance Program credit
Date: December 12,
Time: 12pm PT/3pm
An InformationWeek Live WebCast:
The Myth of Systems of Record vs. Systems of Engagement
Date: Tuesday, December 11, 2012
Time: 9:00 AM PT / 12:00 PM ET
Duration: 60 minutes
Many business people are familiar with Geoffrey Moore's dichotomy of "systems of record" and "systems of engagement." While this construct is a simple, clear way of categorizing software purpose and functionality, it doesn't reflect reality in most organizations. Every day, workers create business records within email, collaboration, and social networking applications. At the same time, they seek to communicate and work with others within the context of work processes supported by their organizations' back-end systems, including those used to manage content.
In this InformationWeek Webcast, Larry Hawes, principal at Dow Brook Advisory Services, will make the case for digital environments that provide the data and content, as well as the communication and collaboration tools, needed to perform specific tasks, while shielding most workers from the complexity associated with the capture and management of legal business records.
VP and editor in chief of InformationWeek
Principal and Founder,
Dow Brook Advisory Services
Enterprise Content Management,
Business content is easily produced by Microsoft based
desktop productivity tools such as MS Word, Excel and Powerpoint. Internally, many organizations share and
collaborate on content using MS SharePoint.
As content moves through collaboration cycles, its value to an
organization increases - both for the collaboration team and for its value to
others across the organization.
I’d like to show you how users can leverage IBM ECM today through
collaboration applications like MS SharePoint and how users can leverage MS
desktop productivity and email tools to directly access ECM services.
Attend a live product demonstration of the latest release of Content Collector
for MS SharePoint (formerly known as FileNet Connector for MS SharePoint) and
MS Office direct integration with IBM FileNet Content Manager.
• Stay in the familiar MS Office
environment, while leveraging IBM FileNet Content Manager’s ECM capabilities to
help provide full lifecycle and compliance management.
• Access IBM ECM services directly
through the MS Office 2007 suite of products, providing access to most relevant
ECM features to help user get the daily work done without spending time
learning yet another new application.
Date: December 4, 2012
Time: 9:00 pacific / 12:00 eastern
Panelist: Maig Worel, Consulting IT Specialist - Social Business - IBM ECM NA
Technical SWAT Team
You can register for this event at: http://bit.ly/QuyTLS
A better mobile content experience is here. See it in
action - live.
Improved access, insight and interaction. From nearly
anywhere. That's what you'll get from the latest
addition to the IBM Enterprise Content Management
solution family: IBM Content Navigator.
Attend a live,
online demonstration of IBM Content Navigator to
get a firsthand look at a richer, more collaborative and
mobile content experience. Content Navigator allows
users to access, manage and work with enterprise content
directly from nearly any mobile device, practically
anytime and from virtually anywhere - even across
multiple systems and enterprise content management
Attend this complimentary demo, and you'll learn how
Content Navigator can help you:
- Collaborate from nearly anywhere, any time on
virtually any digital device
- Add photos from mobile devices to business processes
- Find the exact content you need through rapid,
- Establish project teamspaces that streamline
is complimentary, but you must register
Insurers – do you find it difficult to provide quality,
cost-effective customer service to your policyholders and agents? You're not
alone. Many insurers face the same challenges in today's market. Paper-based
processing environments are not conducive to providing high levels of service,
which your policyholders and agents expect. But how can you overcome these
Join IBM and TriTek Solutions for a one-hour webcast on
November 27, 2012 which will cover key points to maximize your investments in
document capture and retrieval solutions. During this session, we will also
share case studies of several successful implementations at both Life and
P&C insurance organizations.
A live Q&A session will be hosted at the end of the
webcast, so bring your questions for our experts!
There is NO COST to attend, but you must register: http://bit.ly/Quva0R
November 27, 2012
10am PT/1pm ET
Hosted by Insurance & Technology
Ready? Forward march! How is your organization preparing?
The battle against paper isn't over yet, my friends, and now there are new
technologies in the mix that are not only increasing your organization's
content, but dispersing it in entirely new ways. How your organization responds
to the BYOD (Bring Your Own Device) challenges will affect your employee's
productivity and could either strengthen your business or leave you shaking in
Join IBM at four of this fall's AIIM Boot Camp events to
learn how organizations like yours are outlining their battle plans. Network
with your peers and hear first-hand what works and what doesn't and then meet
with trusted vendors to help you reach those goals.
There's NO COST to attend, just register online:
October 2: Minneapolis,
October 4: Chicago,
October 10: Toronto,
October 16: Washington,
IBM will present some helpful ways to strategize, including
customer case stories about planning a social content management strategy –
should it be directed or viral? – and tackling the never-ending surge of paper.
If you did not attend the live or on-demand webcast of the IBM Content Manager (CM8) product update
, here are some answers to questions that were asked by attendees on topics discussed during the live webcast.
A demo of the new user experience - Content Navigator - is available in the webcast.
Question 1: Can the Content Navigator out of the box application be customized?
Answer 1 : Yes - details at: http://goo.gl/cn4PH
Question 2: Is there a forum for discussion about Content Navigator?
Answer 2: Developerworks forum at: http://goo.gl/wm4tP
Question 3: Does Content Navigator provides a framework for customization?
Answer 3: Yes - details at http://goo.gl/jNdmG
Question 4: Does Content Navigator operate with Content Manager 8 z/os? Are there any restrictions?
Answer 4: Yes - though the web application server cannot be operated on z/os. Web app server operation is supported on zLinux, or on one of the other supported distributed platforms. Details at: http://goo.gl/IfdhF
Question 5: Does Content Navigator support single sign-on?
Answer 5: Yes - detailed at http://goo.gl/fxsE4
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.
If you already registered to attend, why not build a sample agenda?
It’s a simple tool that allows you to search by industry, program, track or