Bem-vindo ao Cloud Support Services. At OpenText GXS, nossos clientes são o núcleo do nosso negócio Você coloca sua confiança e investimentos em nossos produtos e serviços, por isso precisamos fornecer 100 satisfação Se você tiver quaisquer problemas, OpenText GXS Cloud Support Services está lá Para você 24 7 para garantir a sua empresa não perca uma batida Aproveitamos nossos anos de experiência em gestão e entrega de transações como uma base importante de tudo o que fazemos Nossos especialistas de apoio oferecem-lhe uma ampla experiência técnica, tecnologias avançadas de apoio ea confiança para Sabemos que vamos resolver a situação para proteger o sucesso do seu negócio e seus investimentos. Serviço Desk Contact Details. Contact OpenText GXS Cloud Support Services Center disponível 24 horas por dia, sete dias por semana. Regional Directories. Regional Directórios lista local, País Contatos de apoio ao cliente em dezenas de países Procure detalhes de contato em sua região. Outros Serviços Directory. OpenText Blogs. When confrontados wit Ha escolha de produtos ou fornecedores, como decidir qual deles usar É simplesmente preço, ou como a maioria das pessoas faz sua experiência anterior com a empresa ou fator de produto em sua decisão No mundo de hoje fast-paced ninguém realmente tem o mercado Para si mesmos Novas inovações rapidamente dar origem a concorrentes Como resultado, tudo é uma mercadoria, tornando-se cada vez mais difícil de alcançar quota de mercado com base no produto sozinho Experiência do cliente tornou-se o diferenciador de negócios chave Consultor de gestão e autor Peter Drucker escreveu uma vez que o propósito De uma empresa é criar e manter um cliente Isso pode parecer uma declaração óbvia, mas muitas empresas tradicionalmente se concentrar na primeira metade da declaração em detrimento da última parte Pode-se argumentar que a manutenção de um cliente é mais importante do que Encontrar um novo para um cliente de repetição é muitas vezes um cliente envolvido De acordo com um artigo de 2015 da McKinsey Company, desenvolvendo uma experiência de cliente stra Como declarado pelo analista Brian Solis em The 2016 State of Digital Transformation, de 500 estrategas digitais participantes que foram responsáveis pela transformação digital, 55 citou a evolução dos comportamentos e preferências dos clientes como o principal Catalisador de mudanças No mundo digital de hoje o cliente não está apenas levando a decisão sobre quando e como as interações são feitas, eles também estão exigindo uma experiência mais personalizada Mas simplesmente melhorar as transações individuais com o cliente em pontos específicos do processo não é suficiente para Fazer uma diferença real a experiência do cliente deve ser uma viagem conectada contínua que permite que os dados fluam através de cada etapa do ciclo de vida do cliente, deixando o cliente com um que realmente me conhece sentindo Uma das áreas mais comumente esquecido da viagem do cliente é pós - Quando o maior valor deve ser obtido Um processo pós-vendas bem definido alinhado com um custome fundacional R experiência estratégia pode aumentar o valor do ciclo de vida do cliente s e muitas vezes entregar receita global várias vezes que de uma ordem inicial do produto As empresas que estão focadas em entregar serviço ao cliente excepcional estão comprovadamente ganhando mais negócios e estão em caminhos de crescimento mais rápido Customer centrada marcas gerar mais Lealdade e descobrir que seus clientes se tornam seus defensores da marca mais forte Pense sobre as marcas e as empresas que você gosta de lidar com Você não deve estar entregando uma experiência semelhante, ou melhor ainda, aos seus clientes em cada interação Para um exemplo da vida real por que o cliente A experiência deve ser um dos principais objetivos da empresa, Jason Jason Goodroe, da Aflac, discute como a experiência do cliente foi definida como um dos quatro principais pilares do negócio. Ouça Jason explicar por que os clientes, independentemente da tecnologia ou do processo, querem construir relacionamentos leais com empresas que Fornecer valor e confiança E não se esqueça de ouvir como os outros alto-falantes da série de vídeo exp Lain por que a experiência do cliente é um objetivo empresarial superior em 2017 Em tudo, nossos oradores respondem oito perguntas importantes sobre condução conscientização do contact center dentro de sua organização e explicar por que isso deve ser de interesse para todos os contact center agente, supervisor, Quando você tem alguns momentos não se esqueça de ouvir como o nosso painel de especialistas respondeu a todas estas perguntas O que define uma experiência positiva do cliente Por que a experiência do cliente deve ser um objetivo da empresa superior Como o centro de contato pode ser posicionado como um líder na experiência do cliente Como O centro de contato alinhar com as principais prioridades da liderança executiva Qual é a melhor maneira de coordenar metas de contact center com outras unidades de negócios Que metas de desempenho mais ressoam com a liderança executiva Que outras ferramentas demonstram impacto de contact center para a equipe executiva Quais são algumas lições aprendidas sobre Reportando à equipe executiva Continue a conversa comentando em nossas postagens de blog, Verifique Steve Graff s blog para ler sua opinião sobre a primeira pergunta na série, O que define uma experiência positiva para o cliente. Por quase duas décadas, e-mail tem sido o principal portador mensagem no marketing Mas com apertar regulamentos, está a tornar-se cada vez menos Viável para simplesmente e-mail seu banco de dados para não mencionar a fadiga de e-mail todos nós sentimos é simplesmente tornar-se uma tática menos eficaz Como os comerciantes olhar para descobrir maneiras alternativas para obter a sua mensagem para fora, muitas organizações estão abrindo diálogos mais profundos e eficazes com os clientes através atraente conteúdo Hoje os clientes desejam conversas interativas com as organizações, para conhecer não apenas o produto, mas a organização por trás E-mail como uma ferramenta de marketing será morto em 5 anos ou menos, e os comerciantes precisam pensar rapidamente sobre o que vai substituí-lo na idade Do cliente digital O conteúdo e as conversas, o auto-serviço e a auto-selecção constituirão o epicentro do marketing B2B e B2C. , O mais importante, as interações do cliente atempadas desde o contato inicial até a compra levam tempo, dados e uma compreensão profunda das necessidades atuais e futuras dos clientes. E enquanto muitos líderes de marketing reconhecem isso, a maioria admite que eles simplesmente não têm a percepção Eles precisam realmente entregar em uma abordagem centrada no cliente Mas, as ferramentas de automação de marketing de hoje pode ajudar a criar experiências digitais Essas ferramentas nutrir relacionamentos estreitos, e envolver os clientes em cada etapa da viagem de decisão para impulsionar fidelidade de marca, , Liberando os comerciantes para se concentrar em criar conteúdo atraente O poder do conteúdo Conteúdo sozinho não é suficiente Ele deve ser atraente Deve ser envolvente E, deve ser otimizado para alcançar seus clientes em cada ponto de toque Compelling conteúdo atrai o público para a sua mensagem Eles Começar uma viagem com a marca, da consciência para a consideração para a decisão e advocacia Ao contrário do e-mail, a interrupção final - driven ferramenta de marketing que empurra sua mensagem, conteúdo e experiência de marketing impulsiona a viagem através do engajamento com o seu cliente, e é mais eficiente custando mais de 60 menos 62 menos do que as campanhas tradicionais A Jornada Não há um único canal que os comerciantes de hoje pode confiar em Interagir com os clientes Os clientes interagem hoje através de múltiplas vias, seja através dos canais sociais, das propriedades digitais de uma marca ou de rotas mais tradicionais como a mídia. Em cada caso, o cliente deve experimentar uma viagem digital contínua, personalizada e autêntica que oferece a melhor experiência em Cada ponto de interação e em cada fase do ciclo de vida Com uma programação de conteúdo envolvente, os clientes podem aprofundar as informações que estão procurando em seu meio preferido Por exemplo, quase 50 usuários da Internet olhar para vídeos relacionados a um produto ou serviço antes Visitando uma loja Google, 2016 Em um relatório recente sobre geração de demanda, 96 de compradores B2B disseram que querem Com mais contribuições dos líderes de pensamento da indústria e mais de 50 disseram que confiaram no conteúdo enquanto pesquisavam as decisões de compra tanto dos fornecedores quanto dos terceiros independentes. Com todas as estradas levando ao poder do conteúdo envolvente e personalizado, é hora de re-focus Sobre o futuro do marketing A liberdade de criar mais conteúdo Sabendo como o conteúdo é importante, é hora de equilibrar seus esforços A linha inferior é este um grande driver de taxas de conversão de hoje é atraente conteúdo Quanto melhor o conteúdo, melhor a taxa de conversão Mas com toda a tecnologia e pontos de toque e canais em jogo, não há dúvida de que os comerciantes estão fazendo escolhas difíceis sobre onde gastar seu tempo Automatize seus processos de marketing e livre seus grandes pensadores para criar o tipo de conteúdo que fala ao seu público em Termos pessoais Para obter mais informações sobre como você pode automatizar sua operação de marketing, confira o OpenText Experience Suite. Progress é o resultado da ação humana The A prova está em nossa história de inovação de erradicar a doença para explorar o espaço para conectar o mundo com a Internet O progresso exige pioneiros ousados, mentes inquisidoras e uma sede de mudança E, apesar de todos os sucessos do passado, ainda temos que alcançar A igualdade de gênero no local de trabalho A realidade sóbria é que as mulheres em todo o mundo ainda fazem significativamente menos do que os seus homólogos masculinos Esta disparidade é mais pronunciada em alguns países do que outros no Canadá, por exemplo, a diferença é mais do dobro da média global. Verdade que nós fizemos algum progresso o fechando, de acordo com o Fórum Econômico Mundial nós não iremos eliminar a lacuna completamente até 2186 Isso não é aceitável, e cabe a nós a ser a mudança que queremos ver no mundo Ao longo da minha carreira , Tenho visto os efeitos inequívocos e positivos de uma força de trabalho composta por uma mistura de gerações, gêneros, culturas e perspectivas que tenho sido um defensor da relação directa Entre diversidade e inovação Em minha opinião, as duas são inseparáveis A pesquisa mostra que a diversidade impulsiona a inovação, fornecendo uma variedade de perspectivas. Como resultado, quanto mais diversificada a força de trabalho, mais criativa a organização no OpenText, reconhecemos que o gênero é um componente chave Da diversidade e estão empenhados em promover a igualdade ea representação das mulheres no local de trabalho Como uma empresa global, a diversidade faz parte do nosso DNA Juntos, WeAreOpenText Nossos números refletem esse compromisso As mulheres compõem 30 de nossa força de trabalho Mas nós nos recusamos a crescer complacente e descansar Em nossos louros Enquanto mantemos uma média de diversidade de gênero mais alta que a da indústria, nós continuamente nos esforçamos para melhorar nosso número e criar oportunidades para as mulheres. A combinação de Brexit, uma presidência de Trump Ea reforma das regras de privacidade da UE voltou a colocar as alterações regulamentares e a incerteza no centro das atenções. As multas de dimensão mega voltam também E os responsáveis de conformidade preocupam-se mais com a responsabilidade pessoal do que nunca 1 O GDPR a contagem regressiva está ligada Se a sua empresa não se familiarizou com o Regulamento Geral de Protecção de Dados GDPR ainda pode estar por trás O GDPR foi ratificado em Maio de 2016 e concebido para trazer dados pessoais Protecção na era digital Impostos exigências rigorosas sobre como as empresas armazenam e tratam os dados pessoais dos cidadãos da UE O regulamento terá impactos de longo alcance de como as organizações obtêm consentimento, usam cookies em seu site, para dar dentes ao direito de ser esquecido Penso que, uma vez que esta é a legislação da UE, que o GDPR não vai afectá-lo Afecta qualquer organização que recolhe e armazena dados pessoais dos cidadãos da UE Com o GDPR tornar-se aplicável em maio de 2018, a contagem regressiva é para as organizações a preparar O GDPR vai Impacto mais do que apenas a equipe de Compliance, mas de fato muitas outras partes do negócio Passos-chave Um primeiro passo importante é ter clareza do As práticas de processamento de dados pessoais e o conteúdo da sua organização, incluindo Quais os dados pessoais que você processa Onde está armazenado em toda a organização Quem tem acesso a ele Que consentimento foi fornecido e onde é documentado Onde é transferido de e para incluindo a terceiros e Cross-border Como é assegurado ao longo de todo o seu ciclo de vida Existem políticas e processos no local para eliminar os dados pessoais Visite o OpenText GDPR para saber mais sobre a regulamentação e como o OpenText pode ajudar 2 Pressão sobre a função de Cumprimento Um perfil mais elevado do que eles fazem agora, mas com grande poder vem grande responsabilidade Pressão sobre a função de conformidade tem vindo a aumentar e 2017 não é excepção Por exemplo, sessenta e nove por cento das empresas inquiridas em 2016 espera que os reguladores publicar ainda mais regulamentos na próxima Ano, com 26 por cento esperando significativamente mais Além disso, responsabilidade pessoal parece ser um persi Stent worry 60% dos entrevistados esperam que a responsabilidade pessoal dos agentes de conformidade aumentem nos próximos 12 meses, com 16% esperando um aumento significativo Além disso, com o GDPR vem o raro requisito explícito de nomear um papel de conformidade qualificado, Diretor DPO Embora o GDPR não estabeleça as credenciais precisas que as OPDs devem ter, exige que elas tenham conhecimento especializado de leis e práticas de proteção de dados. Principais etapas Os agentes de conformidade não precisam ser especialistas em tecnologia, mas precisam saber como alavancar governança, E soluções de conformidade para tornar seu trabalho mais fácil Outros passos-chave incluem a garantia de sua estrutura de políticas está atualizada e que o pessoal entender e são treinados suas responsabilidades de conformidade Leia o Livro Branco AIIM e infográfico Gerenciando Governança, Risco e Compliance com ECM e BPM 3 Uma nova administração significa mudanças nas prioridades regulatórias O Presidente Trump tem sido claro e consistente Sobre o seu desejo de reduzir a quantidade de regulamentos em vigor De serviços financeiros para o ambiente, agentes de conformidade estão se preparando para as mudanças eo que isso significará para eles A maioria dos especialistas do setor concorda que, mesmo quando os regulamentos são simplificados ou reformados, Trabalhar para a sua equipe para fazer para resolver o vácuo deixado por regulamentos anteriores ou para interpretar a forma como os novos regulamentos devem ser aplicados A imagem pode ser incerto no momento, mas você pode ter certeza que, independentemente, qualquer mudança significa que haverá trabalho para Fazer para a sua equipe de conformidade Etapas chave Como você se preparar para o desconhecido Muitos especialistas avisam sabiamente que é negócio como de costume e não para re-elaboração de políticas e procedimentos apenas agora Agora sa bom momento para avaliar o seu programa de conformidade global no entanto Por exemplo, Sua organização não tem a sua casa de gestão de informação reguladora em ordem agora é o momento de limpar se sua empresa é baseada em ou trabalha com os Estados Unidos, o re Das mudanças potenciais no cenário regulatório significa que as empresas precisam ser adaptáveis para aproveitar rapidamente oportunidades, mitigar riscos e permanecer em conformidade. Saiba mais sobre as soluções de conformidade do OpenText Continue lendo os desafios de conformidade 4 e 5 na página 2. Enterprise Content Management ECM está mudando É uma idéia que todos os envolvidos no gerenciamento de conteúdo ouviu com freqüência crescente nos últimos dois anos e é impulsionado pela realidade que as necessidades de gerenciamento de informações corporativas estão mudando imensamente As empresas agora estão abraçando soluções simples e leves , Que abordam agilmente questões de produtividade e controle altamente variadas e muito específicas. Essas aplicações podem ser na nuvem ou no local e como blocos em uma fundação construir uns sobre os outros para resultar em óptima cobertura ECM É uma abordagem diferente da metodologia tradicional De tentar cobrir toda a organização com uma ECM abrangente Olution E é um passo-mudança no conceito e na prática que os analistas respeitados em Gartner decidiram mesmo que ECM não o corta como um nome do setor anymore Em sua estimativa, a topografia nova é encapsulated melhor por serviços satisfeitos, um assentimento a As aplicações descentralizadas, construídas especificamente que as organizações acham muito mais fácil e eficaz para implementar Agora, tudo isso pode prometer níveis não anunciados de agilidade e integração, mas também posso ver LOB e executivos de TI balançando a cabeça e pensando Nós apenas passamos uma década investindo Na nossa infra-estrutura de ECM Estamos começando de novo Não A resposta curta e única, a coisa mais importante a lembrar é Não A chave para manter o impulso e alcançar o sucesso ECM futuro é centrada em torno do que você já tem Há apenas uma nova maneira de pensar Sobre o que vem a seguir Recursos para acelerar sua Curva de Aprendizagem Ao longo do último mês, eu tive a oportunidade de participar de algumas iniciativas com os especialistas da indústria da AIIM que Têm ido um longo caminho para ajudar a explicar este caminho para a frente Primeiro foi um webinar extremamente bem recebido mesa redonda inspirado na conclusão da aquisição OpenText de Documentum Este webinar must-see para clientes OpenText e Documentum fornece insights claros e detalhados em nossa visão de As duas famílias de produtos, incluindo futuros planos de integração Esta visão geral se transformou em um amplo painel de discussão sobre o que o futuro global da ECM se parece e as organizações de competências precisam ter para se destacar neste novo mundo Que foi seguido por um par de eventos relacionados O lançamento de um livro eletrônico da AIIM, Revolução da Evolução 10 Estratégias para Navegar o Deslocamento da ECM para os Serviços de Conteúdo e um webinar de acompanhamento, Gerenciamento da Informação da Próxima Gerência Sucesso em uma Nova Era Ambos fornecem uma excelente visão do contexto por trás dessa mudança na ECM Estratégias, as constantes que sempre serão verdadeiras, e as questões e ações que as organizações precisam Rt sua jornada Comece por ler o eBook, em seguida, veja o acompanhamento webinar-on-demand Próxima é a conferência AIIM anual em Orlando, na Flórida de 14 a 16 de março OpenText e Documentum especialistas estarão no evento, incluindo a realização de uma série de sessões Sobre a compreensão e capitalização sobre a evolução da ECM Se você está planejando participar, reserve uma reunião de 1 1 com a gente, não há melhor maneira de chegar até a velocidade do que conectar-se cara a cara e perguntar o que tudo isso significa para Você. Freshly volta de HIMSS 2017, eu gastei algum tempo refletindo sobre as conversas ricas que eu tive com os participantes da feira Essas três perguntas eram tão consistente entre as conversas que eu queria compartilhá-los, apenas no caso de você perdeu-los em HIMSS Q How São as organizações de saúde usando soluções de fax para economizar custos ou ser mais eficiente Duas palavras Simplificar e Otimizar Fax e papel continuam a dominar a troca de informações do paciente, representando até 90 de todas as trocas Primeiro, é importante Para simplificar o envio de fax, eliminando o risco de segurança e conformidade das máquinas de fax autônomo e fax manual e substituí-los com uma solução de fax digital segura Isso elimina o papel desnecessário ea tarefa cara e demorada do fax manual Segundo, as organizações de saúde devem otimizar a sua Fax integrando sua solução de fax digital com sistemas de RM eletrônicos, dispositivos MFP, sistemas de gerenciamento de documentos ou outros aplicativos de saúde Ao integrar o fax eletrônico com os dispositivos e aplicativos que eles usam mais, os profissionais de saúde acessam as informações do paciente quando precisam e Onde eles precisam Q Quais são as tendências que você está vendo com a tecnologia de fax em saúde A Existem duas grandes tendências em saúde hoje Volumes de fax estão subindo sim, você me ouviu direito e implantações de fax híbrido Primeiro, os volumes de fax estão aumentando Como mais pacientes entrar na saúde Mais acessível aos cuidados de saúde e às necessidades de cuidados de saúde. A segunda tendência é a mudança para implementações de fax híbrido, que combinam um servidor de fax local com a transmissão de fax baseada na nuvem. As implantações de fax híbrido estão se tornando cada vez mais populares porque simplificam os serviços on - Além de simplificar a implantação, o servidor de fax local mantém suas integrações com sistemas EMR, dispositivos MFP e outros aplicativos de assistência à saúde e não há Mudança para a experiência do usuário ou fluxos de trabalho estabelecidos de troca de informações de pacientes Q Onde está a tecnologia de fax e como o OpenText está inovando em saúde A À medida que outras formas de intercâmbio de informações de pacientes se desenvolvem, como mensagens diretas e outras formas de intercâmbio eletrônico, Tecnologia evoluem para coexistir com estas novas formas de troca porque o fax está tão profundamente enraizada nos cuidados de saúde Quando o fax c Oexiste com outras formas de intercâmbio, permite que as organizações de saúde comecem a transitar para novas formas de troca em seu próprio ritmo ou, o mais importante, ao ritmo de outros provedores no continuum de saúde, com mínima ou nenhuma mudança na experiência do usuário ou Melhor ainda, tornar a experiência do usuário melhor Por exemplo, o OpenText lançou recentemente uma solução inovadora de assistência médica que combina fax e mensagens diretas em uma única solução, permitindo que a organização de saúde converta um fax de saída para uma mensagem direta, sempre que possível, Enviar um fax hoje Estou ansioso para HIMSS 2018 e as grandes conversas que teremos, em seguida, O setor de Ciências da Vida é muito inovador O Boston Consulting Group descobriu que quase 20 das empresas mais inovadoras do mundo vieram do setor Na verdade, PwC sugere que Healthcare ultrapassará Computação como a maior indústria por RD gastar até 2018 Brilhando uma luz sobre o paradoxo de inovação No entanto, para todos O esforço, há ainda uma falta de novos produtos No ano passado marcou um baixo de seis anos para novas aprovações de drogas pela FDA A ascensão de superbactérias resistentes ao tratamento tem iluminado o fato de que não tem sido um antibiótico completamente novo para Mais de 30 anos O fraco retorno do investimento em RD explica o paradoxo entre o aumento da inovação ea diminuição do novo produto A Deloitte descobriu que os retornos dos investimentos em investigação e desenvolvimento nas 12 principais empresas farmacêuticas caíram para apenas 3 7 por cento em 2016, 2010 Embora muitas Ciências da Vida executivo permaneça otimista sobre o desenvolvimento de novos medicamentos, é claro que dois fatores impulsionarão o sucesso alcançando eficiências operacionais melhoradas internamente e criando mais alianças estratégicas externamente A Internet das Coisas aumentará o foco na cibersegurança Em 2014, o Financial Os tempos descobriram que a segurança cibernética para as indústrias de saúde e farmacêutica piorou a um ritmo mais rápido do que qualquer outro sector. Setor se torna cada vez mais orientada em termos de inovação, RD e fabricação, o crime cibernético tem aumentado em áreas como a propriedade intelectual roubo de IP, espionagem internacional e ataques de negação de serviço Como o setor olha para abraçar a transformação digital ea Internet das Coisas IoT, segurança cibernética é provável que seja o topo de cada lista de prioridades de CIOs A tendência para modelos preventivos e centrados no resultado depende da capacidade de monitorar e medir a saúde de pacientes individuais. Se wearables ou outros dispositivos médicos inteligentes, a exigência de alguma forma de A conectividade on-line cria uma vulnerabilidade Em uma conferência de segurança cibernética recente, especialistas mostraram como itens como uma bomba de insulina podem ser cortados Isso representa uma ameaça real para o indivíduo, mas também aumenta a possibilidade de dispositivos como os fabricantes de ritmo sendo usado para lançar negação de serviço Em outros alvos Dirigindo-se a preocupações de segurança cibernética, a FDA emitiu orientação para manufact de dispositivos médicos Urs para mitigar e gerenciar as ameaças de cibersegurança A excitação em torno de IoT tem de ser temperado com a necessidade de entregar a segurança à prova d'água Isso se estende muito além da capacidade de obter acesso a dispositivos de usuário Tem de abranger dados em trânsito ea gestão e armazenamento de dados Dentro da própria empresa de ciências da vida Segurança-por-Design incorporado em todas as soluções OpenText se tornará um elemento fundamental de cada parte da infra-estrutura de TI para as empresas de saúde e farmacêuticas Alcançar eficiências operacionais para melhorar a margem eo tempo de mercado Com o foco firmemente no valor - O setor de Ciências da Vida está experimentando novos níveis de convergência e colaboração As empresas começaram a transformar suas operações de negócios através de desenvolvimento de produtos colaborativos e desenvolvimento de novos serviços O modelo não inventado aqui já não é apropriado para sistemas cada vez mais complexos e complexos. Ciclos de vida de produtos caros Como pontos da Deloitte Out Colaborando em todo o ciclo de vida do desenvolvimento de produtos está se tornando uma maneira cada vez mais comum e eficaz para as empresas biopharma e medtech para compensar os custos crescentes de RD, financiando insuficiências, aumentando a complexidade da doença e os avanços tecnológicos. Uma cadeia de suprimentos de sistemas dinâmicos e interconectados que integram seu ecossistema de parceiros Esta nova modalidade de cadeia de suprimentos permite que as organizações estendam sua cadeia de valor além do desenvolvimento de produtos para a capacitação de cuidados em um ambiente cada vez mais baseado em resultados Criando um ambiente seguro, Fornecem a base para estender rapidamente e facilmente a rede de parceiros para Ciências da Vida Ao avaliar suas estratégias e prioridades de negócios nos próximos 12 a 18 meses, as organizações podem reduzir custos, aumentar a qualidade e gerenciar riscos em todo o ecossistema parceiro, Colaboração com a parte confiável Como OpenText pode preparar sua organização para os desafios adiante Contacte-me no jshujath para discutir como podemos ajudar Se você perdeu o primeiro blog nesta série de duas partes, você pode vê-lo here. Parafrasear esse velho ditado sobre a arte eu não posso saber Muito sobre a experiência do cliente, mas eu sei o que eu gosto Como profissionais no negócio de contact center, sabemos uma coisa ou duas sobre a experiência do cliente, porque vivemos e respiramos todos os dias Nós geralmente concordam, eu acho, que a experiência do cliente é comumente descrito Em termos de opiniões pessoais de nossos clientes sobre suas interações. Assim, a definição simples de uma experiência positiva do cliente pode incluir a prestação de um serviço que deixa os clientes com a sensação de ter sido ouvido, de ter recebido uma resolução satisfatória de um problema e de pensar que sim , Eles só poderia nos recomendar a alguns amigos Mas a definição completa de uma experiência positiva do cliente é muito mais nuanced porque deve levar em consideração b Oth os lados do cliente e do negócio da equação os empregados ea tecnologia no lugar que realmente permitem a entrega de interações eficazes, bem como a voz da análise do cliente e relatórios que tornam possível obter uma visão sobre as expectativas do cliente O que define uma experiência positiva do cliente é A primeira pergunta feita aos nossos alto-falantes da Série de Vídeo 2017 e, por sua vez, Keith Dawson sustenta que há de fato dois componentes para a experiência do cliente O que o cliente percebe Que impacto tem no negócio Ouça o que Keith tem a dizer sobre a importância de Você pode achar que a sua própria definição de uma experiência positiva do cliente é confirmada ou talvez testada E, em última análise, alargado Em todos os nossos oradores responder oito perguntas importantes sobre a condução awa O centro de contato dentro de sua organização e explicar por que isso deve ser de interesse para todos os contact center agente, supervisor, gerente e executivo Então, quando você tem alguns momentos não se esqueça de ouvir como o nosso painel de peritos respondeu a todas estas perguntas O que define Uma experiência positiva para o cliente Por que a experiência do cliente deve ser um objetivo empresarial superior Como o centro de contato pode ser posicionado como um líder na experiência do cliente Como o centro de contato pode alinhar com as principais prioridades da liderança executiva Qual é a melhor maneira de coordenar metas do contact center com Outras unidades de negócios Que objetivos de desempenho ressoam mais com liderança executiva Que outras ferramentas demonstram impacto de centro de contato para a equipe executiva Quais são algumas lições aprendidas sobre relatórios para a equipe executiva E continuar a conversa comentando em nossas postagens de blog com CCTRImpact ou usando o Get Em contato com um formulário WFO Expert na série de vídeo pages. Gartner recentemente publicou seu 2017 Gartner avaliou tanto o OpenText Communications Center como o OpenText Exstream antes da aquisição No entanto, o Gartner se concentra na execução, na estratégia e na visão da tecnologia de cada fornecedor, e não em especificações do produto, pelo que só existe um OpenText dot no gráfico O 2015 CCM MQ posicionou o OpenText Communications Center e o Exstream no quadrante Leaders. Na versão mais recente, acreditamos manter uma posição forte como Líder, devido à nossa amplitude de capacidade em todos os nossos produtos CCM e à força de nossos produtos. Para combinar o Centro de Comunicações e a Exstream em uma única plataforma, trazendo assim valor adicional para nossos clientes atuais e potenciais. Nossa posição sobre o eixo Habilidade de Execução melhorou a partir da posição média do Centro de Comunicações e Exstream no MQ 2015 A posição sobre a Integridade de Eixo da visão mantido estável comparado ao placem de Exstream Nt no último relatório, o que acreditamos ser um bom sinal de que a Gartner aprova a nossa estratégia de fornecer uma única oferta emblemática de CCM para permitir que os utilizadores empresariais concebam e forneçam comunicações omnichannel, incluindo web, mobile, SMS e print channels. Brilhante e emocionante como nós trazemos nossos produtos CCM juntos em uma única e poderosa plataforma para atender a qualquer omnichannel CCM requisitos Isso está acontecendo agora e trará benefícios para todos os clientes atuais do Communications Center Enterprise anteriormente StreamServe, Exstream e Communications Center CRM anteriormente PowerDocs Get your copy of the full report here. In May 2016, a new EU Regulation and Directive was released to govern the protection of personal data, the General Data Protection Regulation GDPR It will enter into force after a two year grace period in May 2018 This is just little more than one year to go and enterprises need to get active to evaluate what it means for them and how they need to prepare As sta ted on the European Commission website The objective of this new set of rules is to give citizens back control over of their personal data, and to simplify the regulatory environment for business Data protection laws are nothing new in the European Union However, the new GDPR rules presents some significant impacts and changes to current data privacy regulations For one, what used to be a directive, is now a regulation with full force of the law, valid across all EU countries And despite BREXIT, the UK government has confirmed that UK will implement GDPR read the UK Information Commissioner s blog on this topic The other important aspect is that GDPR now imposes substantial fines upon individuals and enterprises that do not adhere to the law Minor breaches will be fined up to 10 Million EURO, or up to 2 of the total worldwide annual turnover of the preceding financial year for a business, whichever is higher Major breaches will be fined up to 20 Million EURO, or up to 4 of the total wo rldwide annual turnover of the preceding financial year for a business, whichever is higher And it should be re-emphasized that the turnover is not just the turnover of the EU located part of the enterprise, but the worldwide turnover of the enterprise Protecting Personal Data of EU Citizens What does that mean As GDPR protects the personal data of the citizens of the European Union, it imposes duties upon enterprises, that collect and manage personal data These entities are called Data Processors Data processing entities located in the EU are subject to GDPR, but also companies outside the EU that process personal data of EU citizens So the regulation also applies to non-EU enterprises EU GDPR requires compliance outside of the EU as well EU GDPR applies for non-EU companies with contact points to the EU Collecting and processing data is legitimate as long as it serves a justified purpose, as defined by GDPR, for example if data processing is needed for a contract, for example, for bi lling, a job application or a loan request or if processing is required by a legal obligation Such justified purposes for storing and retaining personal data are, for example, laws that govern retention of content, such as tax relevant data and documents, where retaining the scanned vendor invoice or a customer bill is not only justified but an obligation What is the relevance of GDPR for Day-to-Day Business Processes There is personal data processed and stored during the course of day-to-day business processes that relates to business partners, such as customers and suppliers, in the procure-to-pay processes as well as order-to-cash process To give some concrete examples, let s now take a look at an enterprise that uses SAP ERP to manage their processes and OpenText to attach business documents to these processes It is of course not just about the data created and stored in the SAP database of the leading enterprise application ERP, CRM, , it is also about the business documents that are captured during this process Take for example, an incoming vendor invoice on paper, which is scanned, attached to the transaction via ArchiveLink and then securely stored on the OpenText Archive Center Or in the example of an order-to-cash process it an incoming sales order and delivery note to a client, which are linked to the SAP order and stored in OpenText May 2018, GDPR will start to apply following a two-year transition period to allow the public and private sector get ready for the new rules So how should enterprise prepare and get ready for GDPR With regards to aspects of storing personal data for a justified purpose, enterprises need to set up policies and procedures not only to retain content as long as they are obliged to do by law such as taxation or product liability laws, but also to delete content in a timely fashion when it is no longer needed respectively the justified purpose for retention has expired Learn more about OpenText s capabilities to support GDPR requir ement in the SAP environment in a forthcoming blog post, and also by reading our other blog entries here and here You can also visit our web site and learn how OpenText EIM offers capabilities that can support customers to prepare for GDPR Register for the Webinar by OpenText and Digital Clarity Group on GDPR You can register for this webinar New EU Data Policies Will Transform Business Practices Across the Organization Get Ready for the GDPR which is being held on March 1st In this interactive format, Digital Clarity Group s Tim Walters and OpenText s Janet de Guzman discuss key questions that frame the conversations that you should be having, including New insight into GDPR provisions and customer expectations about use of their data How organizations can seize opportunities to achieve competitive advantage under the GDPR Tools for starting critical discussions with partners and internal stakeholders. The subject of innovation is surrounded by worn out metaphors, which is why it s so stimulating to find authentic instances of genuine innovation in practice You know real tangible examples, like human commercial space travel, that redefine humanity s reach and potential Identifying this type of authentic innovation has been our remit ever since we first started planning the OpenText 2017 Innovation Tour many months ago Now we are just weeks away, I m delighted to say that the speaker line-up for this year s one-day event on 21st March doesn t disappoint Our keynote speaker is Stephen Attenborough, current Commercial Director, and former CEO, of Virgin Galactic, the world s first commercial space travel business Throughout the entire span of human history, only about 550 people have ever visited space In fact, most of the seven billion of us on the planet have never even met anyone who has been there And those few astronauts and cosmonauts that have, are hardly representative of our species as human beings They ve all tended to be of a similar age, gender, ethnicity, language or professional background Stephen and his colleagues at Virgin Galactic are using their innovation, imagination and expertise to change all that To date, around 700 people from 50 different countries, spanning from ages 10 to 90, from many different professions and speaking numerous languages, have signed up to become future Virgin Galactic astronauts As Virgin Galactic s first full time employee, Stephen had the unique challenge of laying the commercial foundations to make one of the world s most ambitious business projects a reality Except he wasn t a space nut , but rather came from the financial services world Sir Richard Branson is his boss If ever there was a need for innovative thinking, it was here He will be sharing with us the next exciting chapter in their journey Closer back to earth, we ve also got peer level presentations across seven different tracks, including Manufacturing, Financial Services, Energy Utilities, Public Services, Retail, as well as Life Science s There s something for everyone The likes of Thames Water, FinTech Circle, IDG, the NHS, as well as a former Sky, ITV and BBC presenter to name just a few are all coming together to share their respective expertise And of course, our executive leadership team, including OpenText CEO and CTO Mark Barrenechea, OpenText President Steve Murphy and Executive VP of Engineering, Muhi Majzoub, will be sharing key insights to help with your own innovation plans In addition, some of our strategic partners, such as SAP, Accenture, Capgemini and Deloitte, will also be providing high level viewpoints that could directly impact both your industry and your future projects all of this is packed into a single day If you ve not yet registered, I d strongly urge you to do so as we re approaching capacity You can register here I look forward to seeing you there, and who knows, you might want to book a ticket on the world s first space airline. Life Sciences, like life itself, is constantly evolving The ri gid, product-based environment of complementary but discrete healthcare specialists is rapidly being replaced with a fluid ecosystem where growing and global value chains and strategic alliances drive innovation and price competitiveness Secure collaboration is key as Greg Reh, Life Sciences sector leader at Deloitte says All of the pressures that life sciences companies are under, be they cost, regulatory or operational, in some way shape or form can be de-risked by adopting a much more collaborative approach to R D, to commercialization, to manufacturing and distribution As increased collaboration touches every part of a Life Sciences business, there are a number of trends that will affect most companies during 2017 Prepare for uncertainty in the compliance landscape There has been a great deal written about the affect that the Trump administration will have on regulatory compliance Amid all the uncertainty, Life Sciences companies can t take a wait and see attitude One thing we do k now for certain is that new legislation and regulations will keep coming Whether the pending regulations on medical devices in the EU or MACRA the Medicare Access and CHIP Reauthorization Act in the US, regulatory change does not stand still not even for a new president We also know that there is greater focus on enforcement According to law firm, Norton Rose Fulbright, almost one third of all securities class actions in the US in 2016 were against Life Sciences companies, a figure that had risen in each of the previous three years The company noted that 56 of claims in 2014 were for alleged misrepresentations or omissions In response, companies have been placing focus on effective marketing content management to develop appropriate quality control on promotional and advertising materials In addition, enforcement is becoming more stringent is areas such as TCPA and FCPA where last year the global generic drug manufacturer Teva International agreed to pay 519 million to settle parallel civil and criminal charges Within extended value chains, compliance becomes an increasingly collaborative process to ensure that information is available to the regulators However, in compliance, collaboration is working both ways Life Sciences companies need to be more collaborative as global regulators and enforcement agencies are already cooperating with each other As global regulators and agencies share information and work together, it becomes even more important to manage compliance risk across the organization and beyond Consumer price sensitivity continues to drive value-based pricing models According to Statista, the sales of unbranded generic drugs almost doubled between 2005 and 2015 In Japan, the government has an objective of substituting 80 of branded drugs with generics by 2020 There is increasing price sensitivity within both the buyer and regulator communities Within many economies, the depressed fiscal environment limits the potential for healthcare spending Governmen ts and insurance companies want to shift payment for product sales to patient outcomes In fact, the U S Centers for Medicare and Medicaid Services CMS wants 90 of all Medicare payments to be value-based by 2018 This value-based pricing model places extra burdens on drug companies but also offers opportunities for the organzations to maintain the profitability within branded drugs It provides the opportunity to look beyond the pill to look more at the patient and what they re doing This requires end-to-end evidence management systems that exploit the masses of data created through managing patient outcomes to deliver value-added services around patient wellbeing, rather than simply selling more or more expensive drugs At OpenText, we would expect most digital transformation efforts to include an element to enable the correct environment for value-based pricing, especially as operational efficiencies and time to market are improved Part Two of this blog is available to read here. We all g et them every day Emails that we delete without reading Yet companies invest countless hours in developing email campaigns and messaging to try and catch our attention or interest just for us to ignore them My wife and I were discussing last night the top email subject headers that means we will automatically delete a marketing email My wife s top flag was anything that gave her an order to do something Yesterday s winner in that category was an email she received from a company that shouted This is important information you need Don t Delete The first thing she did Deleted that email My pet peeve is over friendly emails from people I ve never met, like this example from yesterday, Reminder Hey Alan, did you have a chance to review my email My response, check the company on the email address, not someone I do business with, then hit the Delete button Then there s the emails from companies that you do interact with on a regular basis, but when you read it you think How did I end up on t hat mailing list You delete it and don t give it much thought beyond it ramping up an annoyance factor with the company that can eventually impact your overall customer experience But great brands and customer-aware companies can use a well-defined customer communications management strategy to turn that How did I end up on this list moment into a positive experience rather than a negative one A case in point My car Although my family changes cars on a pretty regular basis we are pretty brand loyal At any given time you can bet that someone in the family is driving an example from this particular brand s line up At the moment it s me, and I am driving a fully tricked out version of the company s sportiest offering It s the tenth example of the brand we ve owned So imagine my surprise to receive an email from the company that was headed We re sorry to see you go It continued along the lines that the company had heard we had sold the car and wanted to ask a few questions of our experienc e with the brand, and why we d moved on Looking out the window I could still see my car sitting on the driveway Yep, definitely on the wrong mailing list I deleted the note, and didn t think any more of it Until two days later A follow-up email arrived from the car company apologizing for the wrong email being sent There was a well - worded message along the lines of we know that you still own your car, and thanks for being a loyal customer This was followed with a note that by way of apology a small gift was in the mail which arrived the next day There was also an additional follow-up that laid out my ownership of the current car, and a note that as a token of thanks for my loyalty if I headed to my local dealer within the next thirty days they would upgrade me from my 2015 model to the equivalent 2017 model at a stated lower APR rate One mistake good follow up bonus gift acknowledgement of my customer loyalty upsell offer That s good customer communications management, it helps streng then relationships, develops good customer experience, and promotes more value and revenue across the customer lifecycle While I m not ready to take up that trade-in offer just yet, but when it does come time to change my car again, guess which company will once again be top of my list. There s been a great deal written about the regulatory uncertainty surrounding the new President but one thing is certain the influence of renewables and Distributed Energy Resources DERs will continue to grow So, will 2017 be the year that Utility companies fully embrace DERs and what will this new business model look like The growth of DERs The challenges of loss of revenue due to DERs and the justifiable concern of the utilities that the DER users are not paying their fair share of Grid maintenance costs will need to be taken into account by regulators when they are making the Rate Design policies At the same time, the Utilities are also beginning to see the opportunities that DERs bring to an aging i nfrastructure, badly in need of modernization allied with increasingly stagnant demand Regardless of the new administration s attitude to the EPA, the Clean Air Act or the Clean Power Plan, it is clear that the US government is keen to legislate in a way that Utilities companies are rapidly adapting to DERs ties grid modernization to the integration of DERs Indeed, we are beginning to see more and more evidence of Utility companies investing in DERs as a means to abandon or defer upgrades to existing bulk generation and transmission distribution assets There are at least two reasons for this renewable energy especially solar is rapidly reaching price parity with traditional energy sources, even natural gas In some cases, solar and wind are proving, on average, most cost-effective than natural gas The second reason is that Utility companies understand they need to change from a cost centric to a customer centric model to survive Utilities companies are rapidly adapting to DERs While Uti lity companies struggle with stagnant or declining demand which has meant them seeing any impingement from DERs as a serious competitive threat, customers have been faced with rising costs and declines in the quality of service including unexpected power outages and planned rolling black-outs So, the growing customer demand for DERs is completely understandable It is not seen by most as a money-making scheme but more as a way of improving energy provision services in a way that may lower the cost to them It is that context that has seen Utility company executives quickly turn their attention to the opportunities not the threats of DERs It is instructive that in the State of the Electric Utility Survey 2015, 56 of the utility sector respondents said they understood the opportunities of DERs but were unsure how to build a viable business model A year later, they had begun work on those models with the majority favoring partnership with third party providers as the best route Seizing the DER opportunity Whether acting as an aggregator for DER providers and microgrids or developing completely new supply chains, the Utility companies can lower the cost of DER market entry while protecting existing revenue generation and beginning to explore entirely new service opportunities away from bulk generation into niche and targeted supply For this to succeed, two things must happen First, Utility companies that have traditionally provided an end-to-end service must learn how to work in what ABB has neatly termed the energy neighbourhood ABB states Adopting the energy neighborhood perspective can help bridge historic silos in the energy market, which have been hindering the evolution of more flexible, efficient, sustainable, and environmentally friendly energy systems By working together more, or at least consulting each other more regularly and proactively, utilities, DER operators and customers can make mutually beneficial decisions about assets, business operations and resourc es Secondly, The ability to communicate and share data and information across this neighborhood becomes essential and proactively adopting digital is going to be a key requirement in Utilities The DER market already requires sensors and meters to regulate quality and output, the type of ecosystems being built for Utilities to integrate DERs into the grid require complete transparency and visibility The Utilities, DER companies and customers working together have to be able to make complete sense of the structured and unstructured data involved in service delivery Coping with this level of digital disruption was recently covered in an interesting blog from OpenText CMO, Adam Howatson which you can read here In practice, terms of service, SLAs and production and maintenance schedules will need to be combined with generation data and ratings engines to ensure that every party is sure that they and others are fully meeting their obligations This is especially true with the trend towards Ti me of Use ToU and other demand-side rating design as a means to more effectively compensate DER providers The challenge will be to implement new types of software such as EIM that can act as a central, integrated platform of communications, content sharing and data analytics both within the Utility company and beyond to connect and engage with customers, DER providers and, of course, the regulators Successful integration of DERs with the existing grid is going to be critically important, as DERs are forecasted to have a big impact on the Duck Curve Net Load forecast curve for the 24 hours of the day California System operator, CAISO, has performed detailed analysis of net load forecasts till the year 2020 and has shown the need for steep ramping of resources and possibility of over-generation risks CAISO is also working with the industry and policymakers on rules and new market mechanisms that support and encourage the development of flexible resources to ensure a reliable future grid American Council for Energy Efficient Economy ACEEE has recently reported that Utilities can drive a 10 reduction in peak demand by using demand response capabilities and reduce the impact of the steepening Duck Curve New EIM software as an integrated platform for communications will be crucial for the Utilities It is essential for the successful sharing of content and structured and unstructured data with all the stakeholders including DER providers, Customers and System Operators and for introducing new Demand Response technology initiatives Read more on page 2 to find out about regulation, and regulators taking center stage. This year, hockey legend Wayne Gretzky will join us on stage for a Fireside Chat with OpenText CEO Mark Barrenechea Widely considered to be the greatest hockey player of all-time, the legendary player holds or shares 61 NHL records and is the only player in the history of the NHL to have his jersey number retired by all member clubs Gretzky followed his successfu l career on the ice as Head Coach and EVP of the Phoenix Coyotes from 2005 to 2009 On November 22, 1999, Gretzky was inducted into the Hockey Hall of Fame in Toronto, Canada, becoming the tenth and final player in Hockey Hall of Fame history to have the mandatory three-year waiting period for enshrinement waived by the Hall s board of directors And, now, after 18 consecutive All-Star Game appearances, Mr Gretzky will be bringing his A game to this year s Enterprise World Holding virtually every offensive record in the NHL, hear from The Great One himself how to face off against the competition Come see 99 and leave with the tools to solve your 99 EIM Challenges Have you registered for OpenText Enterprise World yet Don t miss out BONUS Enter by February 28th for a chance to win an autographed Hockey Jersey. It seems everyone is talking about digital transformation but many are still unsure of what it is, why it is important, or even how to get started Wikipedia defines digital transforma tion as the change associated with the application of digital technology in all aspects of human society It has also been described as taking existing manual and paper-based processes and converting them to digital channels and documents or going paperless Many companies like yours, are talking about improving the customer experience and going digital, but don t know where to begin Regardless of what it means to you, a lot of companies are now realizing that digital transformation often includes e-delivery ensuring that emails containing bills, statements, ID cards and other business critical information get to the intended recipients They rely on their customer communications management CCM solution for this, but are often not aware of what is actually involved in reaching the recipient s inbox It can also be challenging sometimes to quantify the benefits of e-delivery and the costs associated with poor deliverability To help you better understand the importance of email deliverabilit y, we have a new recorded webcast available and you can register and then view it here InfoTrends customer communications experts Matt Swain and David Stabel, and OpenText Exstream Manager of Product Strategy Avi Greenfield, present new research on consumer preferences and enterprise plans for e-delivery in this webcast They also share key trends, challenges and best practices for managing e-delivery, including the impact that non-delivery can have on your bottom line View the webcast. Enter to Win a Signed Jersey from Wayne Gretzky OpenText Enterprise World has opened its doors Registration is open and preparations are underway to make this the best Enterprise World yet And just to add to the enticing early bird rates, the draw of the industry s most exciting Enterprise Information Management conference and our legendary keynote speaker, we have sweetened the pot with one more incredible opportunity We have lined up a contest that will help you pull off the best hat trick yet Learn, Co nnect and Win Get ready to faceoff against your fellow attendees to enter for a chance to win an autographed jersey from hockey great, Wayne Gretzky Why do you think OpenText is great Tell us and you just may win Here s how it works Register for Enterprise World 2017 Create one sentence that perfectly sums up why you think OpenText is great Enter your sentence in the registration form OR email it to us You ll be automatically entered to win an autographed jersey from Wayne Gretzky Full contest rules can be found here Ice out the competition and get ready to score because when the puck drops the games begin You miss 100 of the shots you don t take Wayne Gretzky Contest ends February 28th Don t miss your shot to win a signed jersey from The Great One himself, register now. There are two buzzwords that we have heard in the IT world for some time now Cloud and Containerization For me, 2016 proved that these two topics have changed from hype to reality, even in the biggest enterprises, and a lot of customers were asking for our solutions, like OpenText InfoArchive, in public clouds and or running as Docker containers While our engineering and PS teams are doing a great job in providing these solutions, I decided to walk this route myself Follow me on the journey if you re interested I started my tests by creating a Docker hub account The account private repository will be used to store the InfoArchive Docker images and automatically deploy from there It is very easy to create a Docker container from InfoArchive talk to me if you want to know more It takes just a couple of steps and you ll have your InfoArchive Docker container image ready What s next Now let s run this image in Amazon EC2 Container Services ECS Welcome to the cloud world If you re new to the Amazon world you might have difficulty understanding some of the terminology around Amazon ECS I hope this post will help you with this ECS cluster In the first step we need an ECS Cluster ECS Cluster of EC2 instances and services EC2 instances are our good old virtual machines and represent our available compute resources The work that you assign to the cluster is described as services The picture below shows that our InfoArchive cluster started with 3 micro servers each of them automatically initiated by ECS from the below amzn-ami VM image Within a minute your cluster compute resources are running and waiting for you to assign them some work Ignore the memory values in the below screenshot I took the screenshot with 3 running tasks occupying the memory already InfoArchive is a classic three-tiered architecture product Native XML database xDB at the backend, InfoArchive server as middleware and InfoArchive web UI To prepare for scalability requirements of our deployment we ll run each of the tiers as dedicated containers We ll front-end each of the tiers with an EC2 load balancer This approach will also simplify the configuration of the container instances, since each container instance will have to connect to the underlying load balancer only with known static hostname IP instead of trying to connect with the constantly changing IP addresses of the container instances On a very high level the architecture can be depicted as shown below EC2 load balancers are set up quickly my list shown below contains 4 instances since I ve also configured a dedicated public load balancer for xDB connectivity With this step completed the ECS cluster, its compute resources and the cluster load balancers are prepared Let s put InfoArchive on the cluster now. I have had the pleasure of speaking with Donna Fluss, President of DMG Consulting, on numerous occasions, and she often ends her sessions with a very compelling illustration a boardroom table with one empty seat She then asks the audience, How do you earn your seat at the table Then, with the right amount of poise and firmness, she challenges the audience to align their day-to-day lives with the quarter-by-quarter business objectives of thei r organization It is up to you, she says, to establish the importance of the contact center in helping the enterprise achieve its strategic goals In much the same way, I often see the normal cast of characters CEO, CFO, CMO, COO, CIO, CTO involved in strategy, but painfully unaware of the role that their contact center plays in driving corporate customer experience goals So to help you drive contact center awareness, OpenText WFO Software is launching a new video series with your journey in mind Our 2017 video series is now online and features a great line-up of industry veterans and analysts We asked each speaker their view on questions such as What defines a positive customer experience with your company How do you align your contact center with top priorities of your executive leadership How do you align your goals with these other business units And the list goes on Visit the Video Series where you can easily navigate from question to question and from speaker to speaker, then list en to video commentaries from each panelist We encourage you to share the insights Each video clip is very short, and as they are published over the coming weeks you can share a specific video with your colleagues or via social media by clicking on the blue share box under each video Use the hashtag CCTRImpact Finally, I want to extend my sincere thanks to Donna, Jason, Keith, Kate and Roger for their time in helping us to bring this series to you Their individual expertise is highly respected in our industry, and we all hope the advice they have offered in each video will help you get closer to having your place at the table. As always in early January a few of us attend the SAP FKOM sales kick off event in either Barcelona, Singapore or Orlando This is a great opportunity to meet with SAP Sales teams and introduce people to our joint solutions As we prepared and attended this year, we defined a number of key strategies for 2017 and beyond Journey to S 4HANA, Cloud and IoT Journey to S 4HANA At a recent UK conference, the number of customers who had migrated to SAP was only 5 meaning that there are a lot of customers who are planning, or yet to start their migration to S 4HANA The solutions we offer can both speed up the migration and reduce the costs of the migration When migrating to S 4HANA organisations should ask themselves Do I need to move all my content from all these systems and As part of my migration, can I decommission some of these applications and to save time, the answers are No and Yes respectively With our solutions a customer can store all non-live data in a fully compliant archive, before migrating only the live enterprise data into the S 4HANA Platform This will save money when purchasing S 4HANA Appliances up front And, of course, since all the content that is archived can be accessed from the S 4HANA applications, customers can safely decommission their legacy applications, saving money on hardware, software and support costs as well as reducin g their carbon footprint and helping the environment Finally, by maintaining an effective archive strategy, customers can also keep the growth of the S 4HANA platform controlled and predictable The graphic above is an indication of the savings over 3 years that can be achieved for an average-sized SAP implementation Cloud We are committed to offering our solutions in both the OpenText and SAP Hana Enterprise Cloud HEC as well as certification for other clouds such as Azure and offering the correct cloud pricing structures, and quick start solutions Our latest cloud release is Extended ECM for SuccessFactors This solution allows SuccessFactors users to view the employee file within the SuccessFactors UI, rather than having it in two separate applications or in extreme cases, archived in a paper file somewhere As with the example provided above, time and cost savings can be impressive In addition, not only does xECM For SuccessFactors allow for viewing the employee file, it also supports the automatic generation of employee letters for example, in response to employee queries, performance reviews, etc thus automating the process whilst delivering personalised letters in paper and electronic format Other OpenText for SAP solutions will be certified and released for the cloud over the coming months, so keep watching for more announcements IoT In the EcoSystem world of OpenText and SAP the IoT is one of the most discussed topics It is probably the largest industry buzz-word over the last 12 18 months and could enable new business models for almost every organisation With over 5 million devices being registered each day the relevance of Things is increasing A lot of Things are generating structured data, which means a massive increase in structured data storage is coming for SAP customers Machine learning and AI are key topics when dealing with unstructured data how to interpret, decide and respond to the new data correctly But what about the content I recently watched a great whiteboard session detailing an entire data-driven scenario around the IoT Fridge, reporting faults, that lead to repair cycles, supplier interaction, billing, shipping of parts and a lot more scenarios This was a great example of the SAP Digital Core but at no point was content mentioned, even though a large amount of the process above was automated, content is still being generated in the form of employee work orders, billing, invoicing, customer warranty information, guarantees, receipts and supplier invoices for example So, as the IoT and associated topics continue to be delivered and new use cases are invented, there is also going to be more and more content generated, and that needs to be managed effectively by OpenText We will be attending the SAP Innovation Forums all across EMEA in the coming months and I will be in Dubai in 2 weeks at the Gartner Symposium If you are also attending feel free to reach out to me for a chat about the above, or anything related to OpenText and SAP. This is my first anniversary at OpenText and what a year it s been I ve travelled the world and met some amazing people doing some amazing things Special mention has to go to the 2016 Enterprise World, OpenText s flagship event, and the IDC Manufacturing Summit in Lisbon where we discussed the role of Digital Transformation in the sector But, let s talk about the Internet of Things IoT I wrote a blog in early 2016 predicting that it would be the year that IoT went mainstream in manufacturing and I thought it might be good unlike so many other analyst predictions to go back and take a look at just how right I was A year back, my argument was that IoT was beginning the move from theory to practice Organizations were building IoT ecosystems that would fundamentally change the way they operated My particular interest is the Industrial Internet of Things or Industry 4 0 which is about enabling manufacturers to work smarter and attain business goals such as Doing more with less by in creasing the use of smart data to power business efficiencies Open up new market opportunities that were previously inaccessible before disruptive technology was available Grow their business by increasing to value of their product through full life support by enhancing products with added life long services Increasing quality of product through real time and virtual monitoring and predictive maintenance and thus retain customer loyalty for life Glance at recent research and my predictions are looking pretty good According to McKinsey, the economic impact of IoT applications could be as much as 11 trillion by 2025 up to 3 7 trillion of which will happen within factory environments By 2019, says IDC, 75 of manufacturing value chains will undergo an operating model transformation, with digitally connected processesthat improve responsiveness and productivity by 15 More impressively, Tata Consulting has found that manufacturers utilizing IoT solutions in 2014 saw an average 28 5 increase in revenues between 2013 and 2014 Indeed, OpenText s own 2017 research has shown that 38 of European manufacturers surveyed have already implemented IoT solutions with another 48 planning to within the next twelve months Look out for more on this in a future blog One company I highlighted as a great example of how IoT is already beginning to change everything was Tesla I had the luck to test drive the Tesla S on its introduction to the UK and the motoring and customer experience was like no other It demonstrated functionality and capability that are real differentiators for the industry Add to that a very unique go to market, service and ownership model this car is an automotive game changer in so many ways Now, Tesla says it s pretty close to having a driverless car that can travel from New York to Los Angeles without any human intervention This is an incredible example of how quickly things have progressed in such a short period of time and it s only one of many We are now at the sta ge where it is easy to point to factories that are already moving away from traditional centralized production process to an integrated, highly automated network of devices and machines Companies are already beginning to create flexible production processes to move from mass production to individual runs that can be achieved cost-effectively and just in time to unique customer demands So, we ve made a great start but I m not sure we can call IoT mainstream just yet As the World Economic Forum points out, there are still some important challenges to be overcome How to assure the interoperability of systems How to guarantee real-time control and predictability, when thousands of devices communicate at the same time How to prevent disruptors, or competitors, taking control of highly networked production systems How to determine the benefit or return on investment in IoT technologies This echoes exactly my thoughts You can watch a webinar here that I held in partnership with The Manufactur er magazine in the UK At the time, I made the point that organizations had to take much greater control of their data By adding the technology that collects that data and channeling it through an Enterprise Information Management EIM system like OpenText, they have been presented with suites of information on which to base much smarter and faster business decisions To this I d add the need to for a powerful and easy-to-use analytics engine that can deliver both predictive and operational insight into the vast amounts of data created within any IoT ecosystem Placing IoT at the heart of business strategy is also essential and companies that have done this are starting to reap the rewards One of my first engagements when I joined OpenText last year was to take in the inaugural IoTTechExpo Conference in London Patrick Bass, CEO of ThyssenKrupp NA, gave an excellent presentation of how successful transformation projects need to be part of your business strategy One year on, Andreas Schirenb eck, CEO of ThyssenKrupp Elevators spoke about how IoT is now transforming their industry I ll come back to this in another blog soon So, I m going to take credit for being half right The trend towards IoT implementation is coming on in leaps and bounds but, while organizations focus on building the interoperability of networks and devices, they must also make sure they have a platform to ensure they mazimise the value in their data and information And, if you d like to wish me a happy anniversary, you can send me a tweet. Something very significant happened in late 2015 It happened quietly and I guess many people didn t even notice For the first time, there were more mobile-based transactions than from traditional bricks-and-mortar branches The tipping point had been passed More importantly, it was the customers and not Financial Services firms that determined when it happened So if your customers are going to choose how and when to engage with you, you need to be able to offer service s at each stage of the digital customer journey The same trend towards new channel adoption is beginning to play out with mobile and online banking In 2015, the amount of mobile transactions in retail banking grew by 54 compared with only 2 for online We re not yet at parity but we re not far away Atom Bank is an excellent example of what mobile-only Financial Services can look like The success of the new branch-based model of Metro Bank in the UK, however, illustrates something that should be perfectly obvious customers want to consume services the way that best suits them often the way they are simply most comfortable with Financial Services organizations whether banks, insurance firms or investment houses need to be aware of this fact This thought occurred to me as I read a recent report entitled The evolution of Financial Services It mainly looks at the effect that Digital Transformation is having on what it calls traditional, challenger or disruptor Financial Services companies It talks a lot about customer experience but, in the end, it actually focuses on the communication channels But customers don t really care about channel that s simply a means to an end they care about simplicity, transparency, fairness and security And, they expect that from their provider before they have even bought something through to the day they leave and beyond Financial Services companies have worked hard to create a single view of the customer with varying degrees of success now they need to create a single view of the digital customer journey Here are my 4 top tips to building excellent customer experience The world s gone digital It just forgot to tell some important people There is no doubt that mobile banking and insurance apps are changing the way that many people consume financial products And the smartphone is the firm favorite of the Millennial But Forbes has pointed out a small paradox Although 80 of retail customer transactions were through self-service applications, more than half of US banking customers had visited their branch within the last six months Incredibly, a lot of people still prefer their statements printed out and mailed to them So omni-channel isn t always a process of channel migration and Digital Transformation isn t always about replacing paper documents with electronic equivalents For most Financial Services companies, the requirement is for a flexible and agile infrastructure that allows a mix of channels from which customers can select It requires a means of managing content so that digital data management is combined with traditional document and records management In this way, firms can deliver the experience customers expect Simple, secure and satisfactory The three S s for Financial Services success It is always tempting to think we should always be looking to surprise or exceed expectations but customers seem to want something much more grounded Within Financial Services, they want products that are simple and fair no hid den fees or unnecessary jargon More widely, customers simply want to be satisfied with their experience which can be defined as you doing what you say you re going to do and that is also the best way to build loyalty This is, of course, easier said than done I think that an Enterprise Information Management EIM platform to collate and coordinate all customer data and gives everyone including your customer themselves access to the right information whenever they need it Personalization is most powerful when it moves beyond marketing Digital marketing has had a major impact in Financial Services Organizations have begun to maximize the value of the data they have It allows them to better understand and connect with customers Being able to personalize and create marketing around their life events leads to much more targeted and successful campaigns But, here s an interesting thing customers are happy to give you permission to use their data for personalized marketing purposes although mos t don t really want to They do, however, actively want you to personalize their purchase and support experiences This is something that requires a fresh approach to how Financial Services look at Big Data There needs to be a move towards real-time data analytics without which one industry expert said data warehouses become white elephants that serve a very specific purpose It s not the Channel It s the consistency that s important Here s a popular myth People hate contact centers No, they don t What they hate is the poor experience that pretty much everyone has had when dealing with a contact center If your experiences had been nothing but great then I bet you d love contact centers So if you can provide an excellent customer experience and ensure that it s consistently great regardless on which channel your customer uses then the idea of the traditional customer service scenario Press 1 to descend into a deeper layer of hell can be consigned to history Customer Communications Manageme nt provides a solid foundation for delivering consistent, targeted and personalized communication whichever channel or channels your customer prefers Gartner has suggested that 89 of companies will compete mainly on the quality of the customer experience they provide There s no doubt that digital is transforming the business processes of Financial Service firms and how they engage with their customers But successful companies will be the ones that understand that excellent experience is based around customer preference You re going to need to know what customers want as they move along their buying journey Additionally you must deliver the personalized experience that appeals to each of your individual customers not just the ones that like exciting new technologies. The EU s General Data Protection Regulation GDPR is definitely a game changer but perhaps not in the way you think A great deal has already been written about the stringent obligations and hefty fines it places on organizati ons managing the personal data of EU citizens Much less has been made of its other stated aim To facilitate the exchange of information for businesses that operate in the EU But the GDPR is not limited to only EU companies, so how best to capture the opportunity within GDPR implementation An opportunity Really It s easy to focus on the amount of change at an organizational, technical and process level that every company will need to undertake to get ready for the May 2018 deadline But, that is to overlook the bigger picture GDPR is explicitly designed to harmonize data security and privacy laws across Europe This is, by far, the most far-reaching legislation of its type ever attempted It represents a single data protection approach for 28 trading countries and, indeed, beyond As all companies that hold personal data on EU citizens must comply and let s face it, today that s pretty much everyone the success of GDPR is very likely to make it a global standard by default To date, organiza tions have not addressed their data protection and privacy risks in a consistent way GDPR now makes this essential The opportunity arises when you see this as more than simply a compliance issue As PA Consulting suggests, companies can take a more business - and customer-centric approach that will allow them to explore how they can manage personal data to help make more informed decisions and create a better experience for their customers Understanding GDPR There are really two core elements to the obligations of B2B companies under the GDPR The first is to store and manage personal data in a way that it s always quickly accessible for the data subject and is removable if required For B2B organizations, you must remember that, for the GDPR, personal data means data about individuals, including your customers, suppliers and service providers It also covers how and why you exchange personal data within your supply chain or trading partner network Secondly, personal data must be defended a nd secure at all times in transit or while at rest The International Association of Privacy Professionals recommends some of the security actions to undertake include The pseudonymization and encryption of personal data The ability to ensure the on-going confidentiality, integrity, availability and resilience of processing systems and services The ability to restore the availability and access to personal data in a timely manner in the event of a physical or technical incident A process for regularly testing, assessing and evaluating the effectiveness of technical and organizational measures for ensuring the security of the processing A focus on technical infrastructure It s clear that the correct technical infrastructure has a key role to play when implementing the GDPR Organizations will really struggle if they continue to hold silos of information Instead, they must have a clear end-to-end view of all the personal data they hold This is both structured and unstructured data everythi ng from emails and social media behaviors to contracts or service documentation This does require a significant change in thinking Organizations will need to introduce Privacy-by-Design and Data Protection-by-Design as core foundations of their infrastructure These strategies have been at the heart of solution development at OpenText for years The OpenText Business Network portfolio of solutions including OpenText Trading Grid Messaging Service, OpenText Active Applications, OpenText Managed Services, and OpenText Fax Solutions include the highest security standards, encryption and best practices These solutions enable the processing and exchange of information with comprehensive encryption to mitigate risks associated with the processing of sensitive data Rigorously auditing, testing and enforcing compliance with security regulations such as the GDPR across extended and sophisticated supply chains is a fundamental part of OpenText operations For example, the OpenText Cloud Fax network is an environment made up of connectivity protocols that keep customers aligned with the most pertinent regulatory and compliance mandates With options including secure web connections via TLS and or VPN connections, organizations remain securely connected to the OpenText Cloud and privacy is maintained With encryption at rest and in transit, content is securely protected where it rests or on the move Keep calm Carry on The good news is that GDPR is not meant to cripple you as a business quite the opposite But, it does demand a much more proactive and consistent approach to data protection For B2B organizations, that really doesn t have to be a threat Almost every organization has Digital Transformation at the heart of its business strategy Almost every organization is looking for ways to optimize the value of the data it holds In this context, GDPR can be seen as a legal framework to make this happen Now, there s an opportunity Register today for OpenText and Digital Clarity Group GD PR Webinar on Wednesday, March 1, 2017, at 11 00 AM EST. We re still over a year away from General Data Protection Regulation s GDPR go live date, but the sense of dread at recent conferences is tangible And understandably so The GDPR imposes sweeping requirements on organizations to understand and protect the personal data they process and use While records management and infosec have so far dominated the GDPR discussion, your lawyers and compliance teams are also gearing up with discovery analytics, including machine learning, to help them manage GDPR risk The New Cost of Personal Data The GDPR introduces a slew of IG regulations that attach to Personally Identifiable Information PII , which is defined as any information relating to an individual If that sounds broad, it s because it is Your name, your pictures, your email, your IP address really anything that could be used to identify you is included The GDPR creates personal rights in this data, like the right to be forgotten, the r ight to audit your data, the right to correct it, or transfer it It also includes enhanced data breach notification and response obligations Basically, if your organization touches consumer data in some fashion you re likely covered by the GDPR And if your organization s products or services regularly involve personal data, security takes on even more prominence Failure to comply with the GDPR could incur fines of up to 20 million Euro or an enormous 4 of global turnover The dramatic penalties have spurred organizations to conduct Privacy Impact Assessments PIA and proactively audit their own data to measure risk exposure Understanding how and where you handle personal data is the first challenge, and a significant one since PII can be embedded in nearly all your business documents and some are more important than others Finding a Needle in a Stack of Needles If a basic component of GDPR is understanding your data, then naturally you need tools to search, identify, categorize, and flag documents Traditional search methods of manually reviewing contracts one by one for language about PII treatment, processing, or warehousing is unreliable and inefficient During a breach response or a PII-assessment, triage is key you need to rapidly identify the most sensitive documents and tag them for special handling more on that later To do so, you need discovery analytics and machine learning Pattern identification is a crucial technology to rapidly identify simple documents containing standardized PII like credit cards, licenses, medical records, and more But this technology on its own won t identify all the documents necessary for a PIA because not all PII is pattern-based and is often highly contextual That s where concept analysis, an unsupervised machine learning algorithm, comes in This technology analyzes the co-occurrence of words and clusters them together according to contextual themes even if they lack specific keywords and without any human feedback These tools can, with astounding accuracy, distinguish between different contexts that influence how we interpret words For instance, if the word private appears in a number of documents related to military ranks the engine could group those documents aside from ones that feature the word private in relation to personal data These automated tools can get you started on a privacy evaluation, but the ultimate analysis is too nuanced to rely exclusively on machine categorization Human review is an indispensable element, so having document review workflows and administration tools is necessary This means the ability to batch out documents in related groups to keep legal reviewers engaged with relevant content And with a continuous machine learning algorithm running in the background, each decision that our legal team makes while eyeballing documents will train a recommendation engine This algorithm can then evaluate the remaining documents and predict which ones are likely to contain sensitive data much mo re on that interesting topic here In this way, you can start with a known dataset like your vendor contracts database and then leverage analytics to identify unknown, risk-prone documents As you review more documents and find more PII-laden content, the algorithm is constantly learning in the background It conducts broad sweeps of your remaining data to prioritize batches of content that are likely to contain PII What s more, these algorithms can run on an issue-specific basis a crucial ability since the GDPR distinguishes between personal data and sensitive personal data Knowing is Half the Battle The broader impact of GDPR will shake out over years, it s still unclear how individuals will exercise their rights or how DPAs will enforce the rules But organizations can take steps today towards understanding their risk exposure and doing what they can to mitigate potential consequences OpenText Discovery combines tools like machine learning, pattern identification, and entity extraction with data visualizations, keywords, and metadata filters to help legal and compliance teams identify any PII-carrying data All of this is guided by a document review workflow that has been honed over years of litigation projects and layered security Register today for OpenText and Digital Clarity Group GDPR Webinar on Wednesday, March 1, 2017, at 11 00 AM EST. Why OpenText Business Network. When choosing a company to help you implement and deploy an EDI system, it is important to work with an EDI provider who understands the industry that your company operates in and is able to provide a solution that is tailored to meet your exact business needs. OpenText Business Network, a proven leader of B2B integration services, delivers solutions that simplify and enhance business process integration and collaboration OpenText Business Network has more than 45 years of experience of helping companies transform their business and implement comprehensive B2B e-commerce initiatives OpenText has a pres ence in all the major industry sectors, including. Automotive OpenText works with 100 of the Fortune 500 automotive companies, top 10 car manufacturers in Japan, top 20 North American automotive suppliers, and 84 of the top 100 global automotive suppliers. Retail OpenText has 65 of the Fortune 500 retail companies as clients and 67 of the Fortune 500 food grocery wholesalers are OpenText clients OpenText maintains over 150 million current and unique items in its retail industry database of product information. High Tech OpenText works with 78 of the high tech Fortune 500 companies as clients, 70 of the top 20 semiconductor companies, and top 5 enterprise server manufacturers around the world. CPG OpenText has 88 of the Fortune 500 CPG manufacturers as clients, and works with 100 of the Fortune 500 apparel, beverage, household product and tobacco companies. Financial Services OpenText works with 83 of the Fortune 500 commercial banks, 60 of the Fortune 500 financial data services firms as we ll as Fortune 500 firms in the diversified financial, securities, insurance and managed care sectors. OpenText Business Network has an extensive suite of EDI solutions to meet your business needs, from both a technical and cost perspective Solutions which not only help OEMs trade with their partners around the world but also allow smaller companies to take their first steps in adopting EDI solutions in order to allow them to trade electronically with their customers and clients In addition. OpenText Business Network is a market leader for electronic document exchange services. OpenText Trading Grid hosts the world s largest electronic business community with more than 6 million business partner relationships. OpenText has a strong global presence with direct operations in 30 countries and customers in 59 countries. OpenText also has a strong presence in emerging markets such as China and Brazil. OpenText offers 24 7 support across the world and has data centers in the US and EMEA. OpenText wo rks with all the major industry associations and document standards. For more information on OpenText Business Network visit our website.
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