Don’t Keep Your Most Important Asset on Hold

Today’s Guest Post: Kevin Craine

Three Ways to Boost Customer Experience in Telecom

Every business needs to ensure that customers are happy and keep coming back for more. If your service is slow, your customer engagements are impersonal, or you are generally seen as behind the times, it’s easy to start losing customers to the competition. High consumer expectations, the proliferation of competing providers and options, and intense market pressures are all spurring service providers to look for new ways to improve customer experience and retention. As a result, there’s a new mantra pervading telecom today: deliver the optimal customer experience.

Improving customer experience is critically important in the telecommunications industry where consumers have an ever-growing assortment of providers and options to choose from. According to Accenture, just 28% of U.S. consumers are loyal to their providers and brands. Nearly half say they’re more likely to switch providers than they were 10 years ago. What are the top three reasons customers leave? Failure to quickly resolve an issue, lengthy hold times, and interacting with representatives who cannot provide a solution.

You can find out more by downloading this Infographic from IBM “Customer Experience Matters in Telecom” and exploring the important factors that help retain customers and reduce churn.

Telecom Infographics tile


Transact and Interact

While business has become increasingly digital, many telco’s continue to communicate and transact with customers through print documents—even though it is an expensive and inefficient process for both back-office users and customers. But more and more organizations are adopting systems and techniques that allow them to eliminate the burden and inefficiencies by capturing previously paper-bound high-volume output from line-of-business systems and then re-purposing and redistributing that content online. Quicker response, improved customer service and automated workflows all work to boost customer experience and loyalty.

 Top Tips to Keep Customers Loyal

Maintaining great a customer experience service is critical for retaining customers and reducing churn. But keeping telecom customers loyal is harder than ever before. Here are three areas to consider:

#1 Fast Response – When your customers have service issue or a billing question do they dread the idea of calling your company for assistance? Let’s face it; the longer customers wait for an answer the more likely they are to decide to go elsewhere next time. Indeed, getting an answer quickly is the top criterion for superior customer experience…and a poor service experience is the number one reason customers leave. So, the question becomes: Do your customers get immediate service, or are they on hold while your agents struggle to find the information needed to resolve the call quickly?

#2 Self Service – Most telecom consumers would rather help themselves. If you don’t provide easy-to-access self-service options you can quickly lose ground to the completion. Customers like being able to adjust their account, download forms and find answers to common questions when it’s convenient to them — and that may include hours when your office is closed or when your call volume is high. Make sure your website acts as a resource for self-service and not a barrier to great customer experience that both you and your customers are looking for.

#3 Personalized Experience – One important way to improve customer experience is to improve how you use customer information to support that experience. By leveraging existing customer data through more thoughtful analytics, telecoms find that they can put more powerful data-driven customer experience strategies into place that make a difference. It’s all about using the power of personalization to boost customer loyalty and engagement. In what ways do you use the customer data you already have to improve customer experience and retention?

Improvements via Content on Demand

Going beyond a traditional output management and distribution is critical in order to address the shifts in the Telco market toward increased speed, responsiveness and customer service. How can you do it too? One way is by using IBM Content Manager OnDemand, a high performance solution to capture and convert high-volume computer output into digital information that can be accessed easily and securely online. This allows customer service agents, account managers, and even customers to manage and work with content directly from any device — including smartphones and tablets — that would otherwise be locked on paper. Users can retrieve reports and statements, check images and get other computer generated output with just a few clicks.

IBM CMOD provides call-center agents with fast access to relevant content so they can be more responsive and provide superior service. CMOD helps boost satisfaction further by giving customers easy, self-service options through the web and other mobile devices. The added benefit is that you may not need as many employees to handle customer service requests by phone or mail. The extended capabilities of CMOD enable strategies to extract actionable insight from customer data to create targeted marketing campaigns, more personalized and relevant service engagements, and products and services that are more tightly aligned with customer demographics and buying patterns.

Moving Forward

Keeping customers loyal is essential for telecom companies today. The key is thoughtful strategies and systems that allow you to be more responsive, provide superior customer service, and bring about a more strategic approach to customer experience and loyalty. Want to find out more about IBM Content Manager OnDemand and how you can use the tools and capabilities to provide superior customer experience? Just visit:

# # #

Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of Everyday MBA on C-Suite Radio, and a respected authority on document management and process improvement. He is the managing director of Craine Communications Group. For more information visit

Best Practices for delivering a seamless customer experience in Financial Services

Today’s Guest Post: Trent Shupe, Portfolio Marketing Manager, Case Management and Smarter Process

I had the opportunity to attend a virtual think tank recently. It was hosted by Frost & Sullivan, and included a number of executives from companies like Deutsche Bank, Cigna, CIBC Mellon, and Ameritas Life Insurance, among others. It was a very interesting experience, as I heard first hand from top executives about what they were challenged with and what was top of mind for them. The conversations focused on the customer experience and how Case Management can help financial service organizations in the processes for onboarding new clients, loan origination, fraud identification, investigation and management, and CRM.

Not surprisingly, a common theme through many of the discussions was around compliance and regulations. “There are all kinds of rules and regulations that you have to go through, so we’re trying to automate as much of that as possible and try to speed up that onboarding process,” said Schmidt. “That includes things like background checks. And then, the goal is that it will feed into our agency- management system.”

Financial institutions need to ensure that the processes they put in place are compliant, and that compliance must be documented. That’s one of the reasons why Case Management is such a great fit for financial organizations; every step in the process is recorded, documented, and retained in the case record as a permanent part of the case record. All of this is done automatically, so organizations can be confident their processes are compliant and they have the right documentation to back it up.

Another topic of discussion that I found very interesting was around Fraud Identification and Management. All financial organizations deal with Fraud, and have the right processes and capabilities to identify and manage Fraud are critical. When you combine the power of analytics and case management, you get a very powerful tool for identifying and managing fraud investigations. Analytics can provide key insights to identify fraudulent behavior, trigger a case and leverage case management to pull all of the relevant information around that customer needed for investigation.

The executive round table covered a number of other topics that give some great insights into what financial organizations are dealing with and how they are applying technology to improve their processes and provide a better customer experience. Frost & Sullivan wrote up a report on the findings from these conversations with executives. It gives some really great insights and is definitely worth a read. You can read the full report here.

The Power of Cognitive



By Ben Antin

Product Manager, Document Imaging and Capture

IBM Datacap Insight Edition is a cognitive capture solution that uses Watson technology to process document transactions as they arrive in an organization. Each document received demands action – the right action – as quickly as possible. IBM Datacap Insight Edition identifies and understands the documents to determine the most important information in context enabling a real time response.

But how does it work?

Since the invention of movable type hundreds of years ago, documents layouts and formats have evolved and adapted to make it easier for the people to read them. The document is designed for us to read, not for a computer to read. At IBM we realized that the key to automating document processing was to have the computer use the same thought processes that people use. This is cognitive capture.

What happens when you read a business document? The type of documents you get from customers, business partners, citizens and employees: emails, requests, complaints, orders, resumes, contracts, forms…

First, you look at it, perhaps skim  through the pages looking for visual clues: a bold heading, a page number, a box of information, a table, signatures, or a section of text that looks a certain way.  These each have a visual appearance that you recognize and focus on. This is all before you even read the text on the page.

Next, you skim to find the information you want. You may not be reading the details or even aware of all of the words, but you’re consuming the text and can pick out the information you need often unconsciously. You focus in on more detail in some areas to glean specific information.

You think. Is this a customer claim or a customer complaint? Is this the date of the accident or the date they sent the letter?  Is this the customer’s signature or the lawyer’s signature?  You draw conclusions: it is a customer claim, the incident was on November 19, 2015, and the customer, John Watson signed it.

This is exactly what cognitive capture does. It combines document structural analysis from capture, best-in-class text recognition engines, and IBM’s groundbreaking portfolio of analytics capabilities to read documents as  person reads them even documents  the system hasn’t seen before.  As a result, you can analyze and extract valuable information with little or no human intervention.

Finally you act. You’re reading this document for a reason. You might make a decision, respond to a customer, route it to the right person, handle a complaint, process an order, approve a loan, pay a claim, or even stop a transaction.  Just consuming the information is not enough, you read the document to do something – act!

The power of cognitive capture? Using exciting cognitive technologies from IBM to solve the toughest document capture challenges  your organization will face. To learn more about how your future is cognitive, check out this presentation from Insight 2015 at


The (ECM) Road Less Traveled

Today’s guest post: Jim Picardi, EVP, Sales & Marketing, enChoice


enChoice has a very long history with IBM – we’ve been a business partner for over 20 years, dating back to the FileNet days of the early 90s. For a long time, we focused our solutions around multiple IBM brands. While this approach worked for us just fine, over time we realized that “less is more.” We could do better by focusing on our core strength, which was enterprise content management (ECM). Our staff had (and still has) some of the most impressive certifications in the industry, and had built a reputation for helping hundreds of companies improve efficiency and deliver better service with end-to-end IBM ECM solutions.

So we took the road less traveled, put a stake in the ground, and built a business focused on providing ECM software, consulting, services and support, usually to mid-market organizations requiring an end-to-end solution. Candidly, we also felt this was a less crowded market. Since then, through our own development and acquisitions we have built solutions that are architected for enterprise deployment. Our KwikWork and CYA SmartRecovery products as well as our unique subject matter expertise in enterprise report management (ERM) has enabled us to move up the food chain and service larger ECM customers.

By focusing on building a strong collaboration with the IBM ECM group and committing ourselves to offering the most comprehensive ECM solutions available anywhere we’ve seen very strong growth, and this year, we were honored to be named the IBM ECM Business Partner of the Year. This award is a real tribute to the strong collaborative relationship we’ve built with the IBM ECM team. This relationship has enabled us to provide our customers with state-of-the-art solutions for managing their information while allowing us to develop our own innovative software solutions that deliver additional value to IBM ECM customers.

When we were presented the award at this year’s IBM Business Partner Summit, it validated that we made the right choice to focus not only on ECM, but to constantly re-evaluate what aspect of ECM we want to focus on to differentiate ourselves from our peers.

It’s not easy to take the road less traveled – there are unforeseeable dangers and a lot of risk – but as they say, the greater the risk, the greater the reward. If we hadn’t taken a chance on ECM, and more importantly invested in solutions and subject matter expertise around a few key areas, we wouldn’t be where we are today.  Our passion for innovation combined with IBM’s support is helping us achieve record growth and I can’t wait to see what 2016 has in store.

IBM Named a Leader in Gartner Magic Quadrant for ECM

A lot has happened in the last year for IBM ECM: product improvements, new strategic partnerships, and an evolving vision to address changing needs in the ECM space. With these continuous advancements, IBM has been recognized as a leader. Forrester named IBM as a Leader for ECM Transactional Content Services and a Leader for ECM Business Content Services. Now I’m very pleased to announce that new Gartner research positions IBM in the Leaders quadrant for Enterprise Content Management.

Our team is proud to be recognized for these achievements. We believe our products’ integration capabilities coupled with the seamless experience provided by Content Navigator across desktop, web, and mobile set us apart from our competitors.

As a Leader, IBM achieved the highest combined scores for “ability to execute” and “completeness of vision.” The release of this report comes at a fitting time since we were able to share our vision at Insight 2015. As usual, Insight gave us a great platform to announce new strategic developments and advancements. Our vision calls for continued innovation in the ECM space, and we were happy to share and discuss some of the new initiatives our team has been working on. For more information and to see recordings of Insight sessions, check out Insight 2015 On Demand.

To read the full Gartner Magic Quadrant for ECM report, go here.

Share your thoughts and let’s continue the conversation. Tweet to: @MAttarECM



Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

The changing landscape of ECM

By Kevin Craine

The landscape of the Enterprise Content Management industry is changing. Once regarded as a world consisting only of scanners, documents and specialized databases, a next generation ECM tools and solutions includes more expansive capabilities that go beyond the confines of process-specific applications to perform as a broader platform for operational improvement. Indeed, organizations of all sizes and from all industries are discovering new and more profitable ways to use ECM to capture, manage and maximize content for improved organizational performance.

ECM is Growing

In a recent report, Forrester estimates that the enterprise content management market is growing at 19% per year and will top $9 billion in 2015. What’s more, they estimate that 90% of current ECM decision-makers plan to expand their rollouts in 2016. Fueling this growth is the recognition by $1 billion-plus companies that ECM is requisite technology for addressing their compliance, governance, and process efficiency needs. The expansion of the ECM market to currently underserved geographies and vertical markets is also driving growth.

Listen to the ECM Executive Audio Report  for more here.

ECM tools can bring about performance-enhancing improvements through efficient management of enterprise content, enhanced collaboration and advanced analytics. But that can be difficult to do if you rely on antiquated systems and approaches. What are the current best practices and business drivers propelling growth and innovation in ECM application today? Here are some to consider:

Extend Beyond the Enterprise

The typical focus of ECM is on content that (1) comes into the organization or (2) is content that originates inside the enterprise itself. But organizations today have a growing need to work with external stakeholders — customers, partners, regulators, and citizens — and that is changing how content management tools are used and deployed. As a result, there are new requirements for systems that extend beyond the boundaries of the enterprise. Advancements in mobile and distributed capture, integrated case management and cloud-based repositories are just a few examples of this fundamental shift in the market.

Increase Focus on Business Content

ECM has a proven track record of supporting and improving high-volume document processes like claims processing or accounts payable, but a new focus on business content has emerged that is providing new value. Business content includes office documents, spreadsheets, email, and multimedia that are typically outside the scope of process-specific ECM application. Expanding the focus to include this type of business content captures insights from the information that would have otherwise been overlooked and works to inform a wide range of business strategies. The content may be formal (with structured templates or forms) or informal (created ad hoc). Key capabilities include flexible user interfaces, document management and cloud-based file-sharing and collaboration.

Transactional Content

Transactional content includes legacy print streams generated from internal back-office applications as well as content that originates outside of the enterprise from third parties such as customers and partners. Complex workflows or business process management tools support these activities but there is typically a disconnection between this environment and the ECM environment which keeps content from truly becoming ‘enterprise wide’ and strategic. But today, more and more companies are mining this transactional content to better understand customer interactions, find patterns and trends, and predict how they might behave in the future.

Analytics and Data Visualization

Analytics and data visualization are the next frontier of ECM because of the driving need to obtain more valuable and actionable insight from information. Indeed, movements to extend ECM beyond the organization and increased focus on business and transactional content are testament to the fact that data analytics is poised to take center stage in 2016. Developers are working hard to incorporate more data visualization capabilities that will allow users to navigate through and understand large volumes of content using faceted search, heat maps and other techniques. Organizations will invest in search and retrieval themes, and advanced analytics and progressive statistical approaches that provide increased awareness and more actionable insight.

Cloud-based ECM

ECM today is predominantly deployed on-premises, but Forrester expects interest in the cloud to shift over the next three to five years as enterprises refresh their ECM road maps. Major vendors are providing compelling reasons for clients to look at the cloud for content services as well. IBM, for example, is moving key ECM applications to its SoftLayer cloud and most other players are following suit. Essential capabilities like check-in/checkout, access controls, life-cycle management, search, and taxonomy are also fundamental to cloud-friendly repositories that serve as the foundation for mobile-enabled content applications.

Leading Innovation

Forrester recently identified and evaluated the 11 most significant ECM software providers and found that IBM leads the entire field today. Innovations in cloud and mobile technologies were part of the reason for the top rating, and IBM Content Navigator was identified as a top tool to provide consistent user experiences across web and mobile content applications. Forrester feels that strong support for modern APIs and interoperability standards positions IBM well in the multi-repository reality of the largest of enterprises while advanced case management and analytics capabilities make IBM a logical solution for both business and transactional content management use cases.

Moving Forward

We are experiencing a next generation of solutions and approaches that is changing the landscape of Enterprise Content Management. Are you ready to move forward? Work to extend the value of ECM beyond the boundaries of your organization and beyond the confines of process-specific application. Increase your focus on business content and leverage the value of transactional data to better understand customer needs and trends. Embrace the cloud as a platform for increased collaboration and cost savings. Look for providers and partners with the right combination of capabilities, expertise and vision that will help you make the most of the next generation of ECM.

Are you using your business content to its full advantage? With skillfull content management, you can complete the journey to become a more customer-centric, productive and secure organization.

# # #

Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of Everyday MBA on C-Suite Radio, and a respected authority on document management and process improvement. He is the managing director of Craine Communications Group. For more information visit

Get Hands-on Experience with IBM and Box Integrations and Offerings!

Today’s guest post: Dr. Reinhold Engelbrecht, ECM – Client Technical Professional Leader Europe

Since the announcement of the IBM strategic partnership with Box, our teams have been working closely on a series of Enterprise Content Management (ECM) product integrations, the first of which were announced at BoxWorks 2015 and IBM Insight 2015.

For our clients and business partners in Europe, we’re pleased to announce a series of 1 day events where you can learn more about the IBM and Box strategic partnership and these recently announced integrations. At the event, you will discover how they will enable you to build hybrid solutions and bring the power of Box content collaboration on the cloud into your existing on-premise ECM solutions.

In the morning, you will get an overview of the partnership and some demos of the integrations from WW ECM program director, Ian Story. Topics will include how to easily identify and migrate relevant business data to the cloud as well as the benefits of external collaboration and how to do it securely with Box.

In the afternoon, you will have the opportunity to do a test drive of the latest product versions through a hands-on lab opportunity so you can experience the integration points first hand.

The goal of this workshop is to provide you with a solid understanding how your business can take advantage of these latest ECM integrations. It is also a good opportunity to get answers to any of your questions around this partnership.

Please note that the afternoon labs have limited spots, so be sure to register early!

You can register for the events by clicking below.

Monday, November 30: Paris, France
Tuesday, December 1: Stockholm, Sweden
Wednesday, December 2: Amsterdam, Netherlands
Thursday, December 3: Brussels, Belgium
Friday,  December 4: Ehningen (close to Stuttgart), Germany
If you can’t make it to one of the European events, there are still ways to learn more about this exciting partnership. Join us for a webinar on November 19th (register here) to hear more about the recent IBM and Box announcements and how businesses across industries can take advantage of our work together.

Ready to get hands-on and try out Box? Register here for the Box free trial.

We look forward to seeing many of you at one of these events!

Deep Dive into IBM’s Content Manager OnDemand (CMOD)

Having worked on Content Management systems for over 30 years, I have always been proud of IBM Content Manager OnDemand (CMOD) abilities, especially its scalability and flexibility. CMOD’s flexibility, high performance and high scalability coupled with its stability and high return on investment have all led to it becoming the “Golden Standard” for organizations of all sizes ranging from small office environments to large enterprises with millions of system users. Today, IBM Content Manager OnDemand is globally recognized as the leading report archiving and e-Statement presentment system used by thousands of organizations worldwide.

The CMOD team is continuously adding new functional and performance enhancements to the product. These additions are based on and are a result of:

  1. Experience gained through implementing CMOD at thousands of customer organizations
  2. Listening to customer current requirements and future goals
  3. Working with each customer to ensure their success is met, and
  4. Continuously growing and improving the product

Most of CMODs team members have been working on the product for over fifteen years. All of these product experts and specialists came together to help update and add new material to this great and comprehensive guide. With that said, we are pleased to announce the fifth edition of the IBM Redbook: IBM Content Manager OnDemand Guide.

Depending on your level of interest, you may want to read part or all of this Redbook. Even if you are not a current CMOD customer, you will find the book informative and you may decide to join the CMOD family. This Redbook provides a broad and deep understanding of CMOD. The content is written for readers with various levels of expertise and understanding. I highly recommend taking some time to read this extremely educational Redbook. The Redbook is divided into several parts:

  • Part I covers the basic CMOD concepts including administration, database structure, storage management and security.
  • Part II covers indexing, loading, retrieval and expiration of data. It also discusses the various exits that allow you to determine how the data will be processed at various points within its lifecycle.
  • Part III covers scalability, reliability, availability and performance.
  • Part IV covers report distribution, full text search, enhanced retention management and content federation services.
  • Part V covers troubleshooting hints and tips

hassanHassan Al Shazly is a Development and Quality Assurance Manager for Content Manager OnDemand. He has over 37 years of experience in Information Systems, the last 17 of which were at IBM. Hassan has written articles, submitted patents, and presented topics at several conferences, including client/server technology, image processing, testing, and systems performance. Hassan holds a Ph.D. in Image Processing from the University of South Carolina, USA.

Insight 2015 – Information Governance Super Session

Today’s guest post by: Nadine Noreldin, Esq., Content Marketing Manager, Information Lifecycle Governance, ECM, IBM

During IBM Insight 2015, Information Governance had a great presence. On Tuesday, October 27th, the Information Governance Super Session took place. The session, “Achieving Comprehensive Information Integration and Governance” featured Rob Thomas (IBM), James Schellhase (IBM), Ritika Gunnar (IBM), Judy Schneider (Metlife Insurance), and Wes Hunt (Nationwide Insurance).


Rob Thomas providing the audience a fantastic introduction to the super session.

The focus of this information governance super session was to ensure that enterprise understands their role in mastering information governance. Most companies are focusing on cost reduction, but the time has come for companies to also want and need analytics.

Data is growing faster than ever; IBM’s goal is to provide good, useful, usable data with confidence.  As Ritika Gunnar mentioned during the session, “Insight is only as good as its data,” and that you must, “turn messy data into insight.” But how do you gain insight from this messy data? There are three steps the enterprise must take to address this question, and these steps are known as Data Integration. Step 1: Integrate your data: unifying/collecting data in different forms from a variety of sources. Step 2: Trust: govern and maintain high levels of data quality.  Step 3: Enable: get the right data at the right time. Wes Hunt, of Nationwide Insurance, described this 3-step process as “critical” to governance and data management.


Questions to ask when determining how trustworthy your enterprise data really is.

James Schellhase then introduced us to the importance of Information Governance. The CGOC believes that the enterprise should only keep data that is necessary and delete everything else…70% of data is unnecessary!  Where does this data live? Everywhere and anywhere, whether it is on premises, on the cloud, social data, and even audio/video/text files.  All this data must be maintained and managed because it is ESI (electronically stored information) and often is required as part of the discovery process in litigation. Managing data in silos is a fine start, but it is NOT governance.  You must bring order to the chaos with IBM. What can IBM do to help the enterprise govern its data? The answer is IBM StoredIQ.

StoredIQ helps relieve the chaos.  The goal is to go from feeling unsure to feeling confident through the 5 phases of the information governance maturity model.

The 5 phases of information governance maturity, as described by James Schellhase.

The 5 phases of information governance maturity, as described by James Schellhase.

Judy Schneider of Metlife Insurance shared her experience with StoredIQ, describing it as, “so easy to use.”  Metlife saw great benefits and a significant ROI by using IBM StoredIQ.  Judy Schneider shared some insightful learnings from her use of StoredIQ: 46% of the data was not accessed in over 7 years (meaning the data is unnecessary); 5 million objects found; 1500 Social Security and Credit Card numbers found by using StoredIQ. Judy went on to say she is eager to begin using IBM analytics tools to understand the data she has scrubbed clean with StoredIQ, and the analytics generated will lead to even business decisions being made with clarity and confidence.

James Schellhase and Judy Schneider discussing the benefits Metlife witnessed by using IBM StoredIQ.

James Schellhase and Judy Schneider discussing the benefits Metlife witnessed by using IBM StoredIQ.

It was a great session! Thank you to everyone who came to watch.

Final Day @ Insight 2015

Today’s Guest Post By: Jyoti Bagaria, WW Content Marketing Manager, IBM ECM Platform, IBM Analytics

#IBMInsight 2015 – what an exciting conference this has been!

The last of the daily Insight summary blogs, this blog recaps the final day at Insight2015. On this final day, the electrifying concert by Maroon 5 from the evening before seemed to have recharged the participants. Being part of IBM marketing it was most encouraging to see day 4 energy levels still maintained as sessions took stage.

While there was an impressive line -up of sessions from across IBM Analytics on this final day, the highlight for Enterprise Content Management was the day -long meeting of the OnDemand User Group (ODUG). Moderated by Geoff Wilde, President of the ODUG Community, the agenda covered topics ranging from product updates, ODUG Business & Announcements, IBM Content Navigator (ICN) for CMOD, to use of Social Media. While Product update session reviewed CMOD v9.0 and v9.5 and other recently added features including Full text search, XML indexing and zEDC in detail, the ICN session was an open discussion on ICN updates and what it means for CMOD customers.ODUG Session

Bringing up for discussion one of the key use cases (for CMOD) of consolidation of repositories was the Case study session by IBM Business Partner enChoice and American National Insurance. ANICO Consolidated 5 disparate and dispersed archive/repository solutions from 4 vendors down to a single strategic solution with help from enChoice,  reinforcing the fact that CMOD is a repository of choice to gain much from consolidation of repositories.

Another session well received by the ODUG audience was that on Social Media and Client References Program.  The session gave them a detailed run down on the many social media resources that IBM ECM engages on. With over 6000 followers on our twitter handle (@IBM_ECM) and over 4200 members in our Linkedin group, we have definitely set foot in the right direction and as our ecosystem including partners and customers join us on board, we can engage and get the right updates and content to them more effectively. The session on client references highlighted the objectives and the many benefits of participating in the IBM Client References Program.

Social Media

We know we are doing well and delivering right products and solutions through participation and enthusiasm of our partners and customers. IBM Insight echoes the same for us and prepares us to do even better as the new year unfolds. Thank you all for your live and virtual participation at Insight 2015. And for those of you who may have missed the earlier Insight (ECM) posts, do check out our daily posts from the week for key ECM highlights from the event. Watch this space for more post-Insight reviews and continued updates of what team IBM and the market in general is up to. Happy weekend!!