Wednesday Sep 19, 2012

WebCenter Customer Spotlight: Azul Brazilian Airlines

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Azul Linhas Aéreas Brasileiras (Azul Brazilian Airlines) is the third-largest airline in Brazil serving  42 destinations with a fleet of 49 aircraft and employs 4,500 crew members.

The company wanted to offer an innovative site with a simple purchasing process for customers to search for and buy tickets and for the company’s marketing team to more effectively conduct its campaigns.

To this end, Azul implemented Oracle WebCenter Sites, succeeding in gathering all of the site’s key information onto a single platform.

Azul can now complete the Web site content updating process—which used to take approximately 48 hours—in less than five minutes.



Company Overview
Azul Linhas Aéreas Brasileiras (Azul Brazilian Airlines) has established itself as the third-largest airline in Brazil, based on a business model that combines low prices with a high level of service. Azul serves 42 destinations with a fleet of 49 aircraft. It operates 350 daily flights with a team of 4,500 crew members. Last year, the company transported 15 million passengers, achieving a 10% share of the Brazilian market, according to the Agência Nacional de Aviação Civil (ANAC, or the National Civil Aviation Agency).

Business Challenges
The company wanted to offer an innovative site with a simple purchasing process for customers to search for and buy tickets and for the company’s marketing team to more effectively conduct its campaigns.
  • Provide customers with an  innovative Web site with a simple process for purchasing flight tickets
  • Bring dynamism to the Web site’s content updating process to provide autonomy to the airline’s strategic departments, such as marketing and product development
  • Facilitate integration among the site’s different application providers, such as ticket availability and payment process, on which ticket sales depend
Solution Deployed
Azul worked with the  Oracle partner TQI to implement Oracle WebCenter Sites, succeeding in gathering all of the site’s key information onto a single platform. Previously, at least three servers and corporate information environments had directed data to the portal. The single Oracle-based platform now facilitates site updates, which are daily and constant.

Business Results
  • Gained development freedom in all processes—from implementation to content editing
  • Gathered all of the Web site’s key information onto a single platform, facilitating its daily and constant updating, whereas the information was previously spread among at least three IT environments and had to go through a complex process to be made available online to customers
  • Reduced time needed to update banners and other Web site content from an average of 48 hours to less than five minutes
  • Simplified the flight ticket sales process thanks to tool flexibility that enabled the company to improve Website usability

“Oracle WebCenter Sites provides an easy-to-use platform that enables our marketing department to spend less time updating content and more time on innovative activities. Previously, it would take 48 hours to update content on our Web site; now it takes less than five minutes. We have shown the market that we are innovators, enabling customer convenience through an improved flight ticket purchase process.”

Kleber Linhares, Information Technology and E-Commerce Director, Azul Linhas Aéreas Brasileiras


Additional Information

The Social Business Thought Leaders - Esteban Kolsky

Esteban Kolsky's presentation at the Social Business Forum 2012 was meaningfully titled “Everything you wanted to know about Customer Service using Social but had no one to ask”. 

A recent survey by ThinkJar, Kolsky’s independent analyst firm, reported how more than 90% of the interviewed companies consider embracing social channels in customer service the right thing to do for the business and its customers. These numbers shouldn't be too surprising given the popularity of services such as Twitter and Facebook (59% and 60% respectively in the survey) among organizations, the power consumers are gaining online and the 40% preference they have to escalate issues on social services. Moreover, both large enterprises and small businesses are realizing how customer retention is cheaper and easier than customer acquisition.

Many companies are looking at communities and social networks as an opportunity to drive loyalty, satisfaction and word of mouth. However, in this early phase the way they are preparing to launch social support appears to be lacking at best:

  • 66% have no defined processes for customer service over social channels
  • 68% were not able to estimate ROI before deploying social in customer service
  • Only 8% found the expected ROI
  • Most of the projects are stuck in the pilot or testing phase
In his interview for the Social Business Thought-Leaders, Esteban discusses how to turn social media hype in business gains by touching upon some of the hottest topics organizations face when approaching social support:
  • How to go from social media monitoring to actionable insights
  • How Social CRM should be best positioned in regard to traditional CRM
  • The importance of integrating social data to transactional data 

Conversations with customer service organizations points to 2012 as the year of "understanding what social means for supporting customers". Will 2013 be the year it all becomes reality? We invite you to listen to Esteban Kolsky's interview to understand how to most effectively develop cross-channel strategies that include social channels and improve both customer satisfaction and the overall customer experience.

Ray Wang: Why engagement matters in an era of customer experience

R "Ray" WangWhy engagement matters in an era of customer experience

R "Ray" Wang
Principal Analyst & CEO, Constellation Research


Mobile enterprise, social business, cloud computing, advanced analytics, and unified communications are converging. Armed with the art of the possible, innovators are seeking to apply disruptive consumer technologies to enterprise class uses — call it the consumerization of IT in the enterprise. The likely results include new methods of furthering relationships, crafting longer term engagement, and creating transformational business models. It's part of a shift from transactional systems to engagement systems.

These transactional systems have been around since the 1950s. You know them as ERP, finance and accounting systems, or even payroll. These systems are designed for massive computational scale; users find them rigid and techie. Meanwhile, we've moved to new engagement systems such as Facebook and Twitter in the consumer world. The rich usability and intuitive design reflect how users want to work — and now users are coming to expect the same paradigms and designs in their enterprise world.

~~~

Ray is a prolific contributor to his own blog as well as others. For a sneak peak at Ray's thoughts on engagement, take a look at this quick teaser on Avoiding Social Media Fatigue Through Engagement

Or perhaps you might agree with Ray on Dealing With The Real Problem In Social Business Adoption – The People!

Check out Ray's post on the Harvard Business Review Blog to get his perspective on "How to Engage Your Customers and Employees."

For a daily dose of Ray - follow him on Twitter: @rwang0

Register Today!


But MOST IMPORTANTLY.... Don't miss the opportunity to join leading industry analyst, R "Ray" Wang of Constellation Research in the latest webcast of the Oracle Social Business Thought Leaders Series as he explains how to apply the 9 C's of Engagement for both your customers and employees.



Tuesday Sep 18, 2012

The Nine Cs of Customer Engagement

Avoid Social Media Fatigue - Learn the 9 C's of Customer Engagement
Oracle Corporation
Avoid Social Media Fatigue - Learn the 9 C's of Customer Engagement

Have We Hit a Social-Media Plateau?

In recent years, social media has evolved from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value. Yet, time is running out for businesses to make the most out of this channel. This isn’t a warning. It’s a fact.

Join leading industry analyst R “Ray” Wang as he explains how to apply the nine Cs of engagement to strengthen customer relationships. Learn:

  • How to overcome social-media fatigue and make the most of the medium
  • Why engagement is the most critical factor in the age of overexposure
  • The nine pillars of successful customer engagement

Register for the eighth Webcast in the Social Business Thought Leaders series today.

Oracle Fusino Middleware Webcenter logo
Thurs., Sept. 20, 2012
10 a.m. PT / 1 p.m. ET
Presented by:

Presenter Ray Wong

R “Ray” Wang
Principal Analyst and CEO,
Constellation Research

Presenter Christian Finn

Christian Finn
Senior Director, Product Management
Oracle

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Monday Sep 17, 2012

Webcast Q&A: Hitachi Data Systems Improves Global Web Experiences with Oracle WebCenter

Last Thursday we had the third webcast in our WebCenter in Action webcast series, "Hitachi Data Systems Improves Global Web Experiences with Oracle WebCenter", where customer Sean Mattson from HDS and Rob Vandenberg from Oracle Partner Lingotek shared how Oracle WebCenter is powering Hitachi Data System’s externally facing website and providing a seamless experience for their customers.

In case you missed it, here's a recap of the Q&A.  

Sean Mattson

Sean Mattson, Hitachi Data Systems 

Q: Did you run into any issues in the deployment of the platform?
A: There were some challenges, we were one of the first enterprise ‘on premise’ installations for Lingotek and our WebCenter platform also has a lot of custom features.  There were a lot of iterations and back and forth working with Lingotek at first.  We both helped each other, learned a lot and in the end managed to resolve all issues and roll out a very compelling solution for HDS.

Q: What has been the biggest benefit your end users have seen?
A: Being able to manage and govern the content lifecycle globally and centrally and at the same time enabling the field to update, review and publish the incremental content changes without a lot of touchpoints has helped us streamline and simplify the entire publishing process.

Q: Was there any resistance internally when implementing the solution? If so, how did you overcome that?
A: I wouldn't say resistance as much as skepticism that we could actually deploy an automated and self publishing solution.  Even if a solution is great, adoption of a new process can be a challenge and we are still pursuing our adoption targets.  One of the most important aspects is to include lots of training and support materials and offer as much helpdesk type support as needed to get the field self sufficient and confident in the capabilities of the system. 

Rob

Rob Vandenberg, Lingotek 

Q: Are there any limitations regarding supported languages such as support for French Canadian and Indian languages?
A: Lingotek supports all language pairs. Including right to left languages and double byte languages such as Chinese, Japanese and Korean

Q: Is the Lingotek solution integrated with the new 11g release of WebCenter Sites? 
A: Yes! In fact, Lingotek is the first OVI partner for Oracle WebCenter Sites 

Q: Can translation memories help to improve the accuracy of machine translation?
A: One of the greatest long term strategic benefits of using Lingotek is the accumulation of translation memories, or past human translations. These TMs can be used to "train" statistical machine translation engines to have higher and higher quality. This virtuous cycle is ongoing and will consistently improve both machine and human translations. 

Q: We have existing translation memories from previous work with our translation service provider. Can they be easily imported in to the Lingotek solution for re-use? 
Q: Yes, Lingotek is standards compliant. We support TM import in both the TMX and XLIFF formats.

Q: If we use Lingotek as a service to do our professional translation and also use the Lingotek software solution, do we get the translation memories to give us a means of just translating future adds and changes ourselves? 
A: Yes, all the data is yours, always. Lingotek can provide both the integrated translation software as well as the professional translation services. All the content and translation memories are yours.

Q: Can you give us an example of where community translation has proved to be successful?
A: The key word here is community. If you have a community that cares about you, your content, and the rest of the community, then community translation can work for you. We've seen effective use cases in Product User Groups content, Support Communities, and other types of User Generated content, like wikis and blogs.  

If you missed the webcast, be sure to catch the replay to see a live demonstration of WebCenter in action!  

Systems of Engagement

 Engagement Week

This week we’ll be looking at the ever evolving topic of systems of engagement. This topic continues generating widespread discussion around how we connect with businesses, employers, governments, and extended social communities across multiple channels spanning web, mobile and human face to face contact.


Earlier in our Social Business Thought Leader Webcast Series, we had AIIM President John Mancini presenting "Moving from Records to Engagement to Insight" discussing the factors that are driving organizations to think more strategically about the intersection of content management, social technologies, and business processes. John spoke about how Content Management and Enterprise IT are being changed by social technologies and how new technologies are being used to drive innovation and transform processes along and what the implications of this transformation are for information professionals. He used these two slides below to illustrate the evolution from Systems of Record to Systems of Engagement.


The AIIM White Paper is available for download from the AIIM website.

Later this week (09/20), we'll have another session in our Social Business Thought Leader Webcast Series featuring  R “Ray” Wang (@rwang0) Principal Analyst & CEO from Constellation Research presenting: "Engaging Customers in the Era of Overexposure" 

More info to come tomorrow on the upcoming webcast this week.

~~~~~~

In the spirit of spreading good karma - one of the first things that came to mind as I was thinking about "Engagement" was the evolution of the Marriage Proposal.  Someone sent me a link to this link a couple of months ago and it raises the bar on all proposals. I hope you'll enjoy!



Friday Sep 14, 2012

Managing Social Relationships for the Enterprise – Part 2

Reggie BradfordReggie Bradford, Senior Vice President, Oracle 

On September 13, 2012, I sat down with Altimeter Analyst Jeremiah Owyang to talk about how enterprise businesses are approaching the management of both their social media strategies and internal structures.Jeremiah Owyang

There’s no longer any question as to whether companies are adopting social full throttle. That’s exactly the way it should be, because it’s a top online behavior across all age groups. For your consumers, it’s an ingrained, normal form of communication.

And beyond connecting with friends, social users are reaching out for information and service from brands. Jeremiah tells us 29% of Twitter followers follow a brand and 58% of Facebook users have “Liked” a brand. Even on the B2B side, people act on reviews and recommendations.

Just as in the early 90’s we saw companies move from static to dynamic web sites, businesses of all sizes are moving from just establishing a social presence to determining effective and efficient ways to use it. I like to say we’re in the 2nd or 3rd inning of a 9-inning game. Corporate social started out as a Facebook page, it’s multiple channels servicing customers wherever they are. Social is also moving from merely moderating to analyzing so that the signal can be separated from the noise, so that impactful influencers can be separated from other users.

Organizationally, social started with the marketers. Now we’re getting into social selling, commerce, service, HR, recruiting, and collaboration. That’s Oracle’s concept of enterprise social relationship management, a framework to extend social across the entire organization real-time in as holistic a way as possible.

Social requires more corporate coordination than ever before. One of my favorite statistics is that the average corporation at enterprise has 178 social accounts, according to Altimeter. Not all of them active, not all of them necessary, but 178 of them. That kind of fragmentation creates risk, so the smarter companies will look for solutions (as opposed to tools) that can organize, scale and defragment, as well as quickly integrate other networks and technologies that will come along.

Our conversation goes deep into the various corporate social structures we’re seeing, as well as the advantages and disadvantages of each. There are also a couple of great examples of how known brands used an integrated, holistic approach to achieve stated social goals.

What’s especially exciting to me is the Oracle SRM framework for the enterprise provides companywide integration into one seamless system. This is not a dream. This is going to have substantial business impact in the next several years.


Watch Managing Social Relationships for the Enterprise On-Demand

Thursday Sep 13, 2012

WebCenter Customer Spotlight: Texas Industries, Inc.

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Texas Industries, Inc. (TXI) is a leading supplier of cement, aggregate, and consumer product building materials for residential, commercial, and public works projects. TXI is based in Dallas and employs around 2,000 employees.

The customer had the challenge of decentralized and manual processes for entering 180,000 vendor invoices annually.  Invoice entry was a time- and resource-intensive process that entailed significant personnel requirements.

TXI implemented a centralized solution leveraging Oracle WebCenter Imaging, a smart routing solution that enables users to capture invoices electronically with Oracle WebCenter Capture and Oracle WebCenter Forms Recognition to send  the invoices through to Oracle Financials for approvals and processing. 

TXI significantly lowered resource needs for payable processing,  increase productivity by 80% and reduce invoice processing cycle times by 84%—from 20 to 30 days to just 3 to 5 days, on average.




Company Overview
Texas Industries, Inc. (TXI) is a leading supplier of cement, aggregate, and consumer product building materials for residential, commercial, and public works projects. With operating subsidiaries in six states, TXI is the largest producer of cement in Texas and a major producer in California. TXI is a major supplier of stone, sand, gravel, and expanded shale and clay products, and one of the largest producers of bagged cement and concrete  products in the Southwest.

Business Challenges
TXI had the challenge of decentralized and manual processes for entering 180,000 vendor invoices annually.  Invoice entry was a time- and resource-intensive process that entailed significant personnel requirements.

Their business objectives were:

  • Increase the efficiency of core business processes, such as invoice processing, to support the organization’s desire to maintain its role as the Southwest’s leader in delivering high-quality, low-cost products to the construction industry
  • Meet the audit and regulatory requirements for achieving Sarbanes-Oxley (SOX) compliance
  • Streamline entry of 180,000 invoices annually to accelerate processing, reduce errors, cut invoice storage and routing costs, and increase visibility into payables liabilities
Solution Deployed
TXI replaced a resource-intensive, paper-based, decentralized process for invoice entry with a centralized solution leveraging Oracle WebCenter Imaging 11g. They worked with the Oracle Partner Keste LLC to develop a smart routing solution that enables users to capture invoices electronically with Oracle WebCenter Capture and then uses Oracle WebCenter Forms Recognition and the Oracle WebCenter Imaging workflow to send the invoices through to Oracle Financials for approvals and processing.

Business Results

  • Significantly lowered resource needs for payable processing through centralization and improved efficiency 
  • Enabled the company to process invoices faster and pay bills earlier, allowing it to take advantage of additional vendor discounts
  • Tracked to increase productivity by 80% and reduce invoice processing cycle times by 84%—from 20 to 30 days to just 3 to 5 days, on average
  • Achieved a 25% reduction in paper invoice storage costs now that invoices are captured digitally, and enabled a 50% reduction in shipping costs, as the company no longer has to send paper invoices between headquarters and production facilities for approvals

“Entering and manually processing more than 180,000 vendor invoices annually was time and labor intensive. With Oracle Imaging and Process Management, we have automated and centralized invoice entry and processing at our corporate office, improving productivity by 80% and reducing invoice processing cycle times by 84%—a very important efficiency gain.”

Terry Marshall, Vice President of Information Services, Texas Industries, Inc.


Additional Information

Join the Conversation #socbiz #oracle

FASTER REAL-TIME SOCIAL ENGAGEMENT? ARE YOU READY?

Join us for this webcast Today!


The Social Business Thought Leaders - Steve Denning

How is the average organization doing? Not very well according to a number of recent books and reports. A few indicators provide quite a gloomy picture:
  • Return on assets and invested capitals dropped to 25% of its value in 1965 in the entire US market (see The Shift Index by John Hagel)
  • Firms are dying faster and faster with the average lifespan of companies listed in the S&P 500 index gone from 67 years in the 1920s to 15 years today (see Creative Disruption by Richard Foster)
  • Employee engagement ratio, a high level indicator of an organization’s health proved to affect performance outcomes, does not exceed on average 20%-30% (see Employee Engagement, Gallup or The Engagement Gap, Towers Perrin)

In one of the most enjoyable keynotes of the Social Business Forum 2012, Steve Denning (Author of Radical Management and Independent Management Consultant) explained why this is happening and especially what leaders should do to reverse the worrying trends. In this Social Business Thought Leaders series, we asked Steve to collapse some key suggestions in a 2 minutes video that we strongly recommend.

Steve discusses traditional management - that set of principles and practices born in the early 20th century and largely inspired by thinkers such as Frederick Taylor and Henry Ford - as the main responsible for the declining performance of modern organizations. While so many things have changed in the last 100 or so years, most companies are in fact still primarily focused on maximizing profits and efficiency, cutting costs, coordinating individuals top-down through command and control. The issue is, in a knowledge intensive, customer centred, turbulent market like the one we are experiencing, similar concepts are not just alienating employees' passion but also destroying the last source of competitive differentiation left: creativity and the innovative potential.

According to Steve Denning, in a phase change from old industrial to a creative, collaborative, knowledge economy, the answer is hidden in a whole new business ecosystem that puts the individual (both the employee and the customer) at the center of the organization. He calls this new paradigm Radical Management and in the video interview he articulates the huge challenges and amazing rewards our enterprises are facing during this inevitable transition.

Wednesday Sep 12, 2012

Introducing the First Global Web Experience Management Content Management System

By Calvin Scharffs, VP of Marketing and Product Development, Lingotek

Globalizing online content is more important than ever. The total spending power of online consumers around the world is nearly $50 trillion, a recent Common Sense Advisory report found. Three years ago, enterprises would have to translate content into 37 language to reach 98 percent of Internet users. This year, it takes 48 languages to reach the same amount of users. 

For companies seeking to increase global market share, “translate frequently and fast” is the name of the game. Today’s content is dynamic and ever-changing, covering the gamut from social media sites to company forums to press releases. With high-quality translation and localization, enterprises can tailor content to consumers around the world. 

Speed and Efficiency in Translation
When it comes to the “frequently and fast” part of the equation, enterprises run into problems. Professional service providers provide translated content in files, which company workers then have to manually insert into their CMS. When companies update or edit source documents, they have to hunt down all the translated content and change each document individually. 

Lingotek and Oracle have solved the problem by making the Lingotek Collaborative Translation Platform fully integrated and interoperable with Oracle WebCenter Sites Web Experience Management. Lingotek combines best-in-class machine translation solutions, real-time community/crowd translation and professional translation to enable companies to publish globalized content in an efficient and cost-effective manner. WebCenter Sites Web Experience Management simplifies the creation and management of different types of content across multiple channels, including social media. 

Globalization Without Interrupting the Workflow
The combination of the Lingotek platform with WebCenter Sites ensures that process of authoring, publishing, targeting, optimizing and personalizing global Web content is automated, saving companies the time and effort of manually entering content. Users can seamlessly integrate translation into their WebCenter Sites workflows, optimizing their translation and localization across web, social and mobile channels in multiple languages. The original structure and formatting of all translated content is maintained, saving workers the time and effort involved with inserting the text translation and reformatting. 

In addition, Lingotek’s continuous publication model addresses the dynamic nature of content, automatically updating the status of translated documents within the WebCenter Sites Workflow whenever users edit or update source documents. This enables users to sync translations in real time. The translation, localization, updating and publishing of Web Experience Management content happens in a single, uninterrupted workflow. 

The net result of Lingotek Inside for Oracle WebCenter Sites Web Experience Management is a system that more than meets the need for frequent and fast global translation. Workflows are accelerated. The globalization of content becomes faster and more streamlined. Enterprises save time, cost and effort in translation project management, and can address the needs of each of their global markets in a timely and cost-effective manner. 

About Lingotek
Lingotek is an Oracle Gold Partner and is going to be one of the first Oracle Validated Integrator (OVI) partners with WebCenter Sites. Lingotek is also an OVI partner with Oracle WebCenter Content. 

Watch a video about how Lingotek Inside for Oracle WebCenter Sites works!


Oracle WebCenter will be hosting a webinar, “Hitachi Data Systems Improves Global Web Experiences with Oracle WebCenter," tomorrow, September 13th. To attend the webinar, please register now!

For more information about Lingotek for Oracle WebCenter, please visit http://www.lingotek.com/oracle.

WebCenter Customer Spotlight: Instituto Mexicano de la Propiedad Industrial

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Instituto Mexicano de la Propiedad Industrial (IMPI) is a decentralized  federal agency with the goals of protecting and ensuring awareness of industrial property rights in Mexico.

IMPI  business objectives were to increase efficiency, improve client service, accelerate services to the public and reduce paper use by digitizing management of necessary documentation for patent and trademark submissions and approvals.

IMPI  implemented  Oracle WebCenter Content to develop electronic inquiry service by digitizing and managing documents and a public Web site making patent-related information easily available online.

With the implemented solution IMPI increased the number of monthly inquires from 200 in person consultations to 80,000 electronic consultations and the number of trademark record inquiries from 30,000 to 300,000.



Company Overview
Instituto Mexicano de la Propiedad Industrial (IMPI) is a decentralized federal agency with the goals of protecting and ensuring awareness of industrial property rights in Mexico. IMPI is responsible for registering and publicizing inventions, distinctive signs, trademarks, and patents. In addition to its Mexico City headquarters, IMPI has five regional offices. 

Business Challenges
IMPI  business objectives were to increase efficiency by automating internal operations and patent and trademark-related procedures and services, improve client service by simplifying patent and trademark procedures, accelerate services to the public and reduce paper use by digitizing management of necessary documentation for patent and trademark submissions and approvals.

Solution Deployed
IMPI worked with Oracle Consulting to implement Oracle WebCenter Content to develop electronic inquiry service - services that were previously provided in person only - by digitizing and managing documents. They use Oracle Database 11g, Enterprise Edition to manage data for all mission-critical systems, automating patent and trademark transactions, providing consistent, readily available, and accurate data. IMPI developed a Web site to support newly digitized information with simple and flexible interfaces, making patent-related information easily available online to the public.

Business Results
With the implemented solution IMPI increased the number of monthly inquires  from 200 in person consultations to 80,000 electronic consultations and the number of trademark record inquiries from 30,000 to 300,000.

Oracle WebCenter Content structure is unique. It lets us separately manage communication with other applications and databases, and performs content management itself. It’s a stable tool, at an appropriate cost, that lets us develop and provide reliable electronic services.”

Eugenio Ponce de León, Divisional Director of Systems and Technology, Instituto Mexicano de la Propiedad Industrial

Additional Information

Social By The Numbers




Tuesday Sep 11, 2012

Who is Jeremiah Owyang?

Jeremiah Owyang

Q: What’s your current role and what career path brought you here?

J.O.: I'm currently a partner and one of the founding team members at Altimeter Group.  I'm currently the Research Director, as well as wear the hat of Industry Analyst. Prior to joining Altimeter, I was an Industry Analyst at Forrester covering Social Computing, and before that, deployed and managed the social media program at Hitachi Data Systems in Santa Clara.  Around that time, I started a career blog called Web Strategy which focused on how companies were using the web to connect with customers --and never looked back.

Q: As an industry analyst, what are you focused on these days?

J.O.: There are three trends that I'm focused my research on at this time:  1) The Dynamic Customer Journey:  Individuals (both b2c and b2b) are given so many options in their sources of data, channels to choose from and screens to consume them on that we've found that at each given touchpoint there are 75 potential permutations.  Companies that can map this, then deliver information to individuals when they need it will have a competitive advantage and we want to find out who's doing this.  2) One of the sub themes that supports this trend is Social Performance.  Yesterday's social web was disparate engagement of humans, but the next phase will be data driven, and soon new technologies will emerge to help all those that are consuming, publishing, and engaging on the social web to be more efficient with their time through forms of automation.  As you might expect, this comes with upsides and downsides.  3) The Sentient World is our research theme that looks out the furthest as the world around us (even inanimate objects) become 'self aware' and are able to talk back to us via digital devices and beyond.  Big data, internet of things, mobile devices will all be this next set.

Q: People cite that the line between work and life is getting more and more blurred. Do you see your personal life influencing your professional work?

J.O.: The lines between our work and personal lives are dissolving, and this leads to a greater upside of being always connected and have deeper relationships with those that are not.  It also means a downside of society expectations that we're always around and available for colleagues, customers, and beyond.  In the future, a balance will be sought as we seek to achieve the goals of family, friends, work, and our own personal desires.  All of this is being ironically written at 430 am on a Sunday am. 

Q: How can people keep up with what you’re working on?

J.O.: A great question, thanks.  There are a few sources of information to find out, I'll lead with the first which is my blog at web-strategist.com.  A few times a week I'll publish my industry insights (hires, trends, forces, funding, M&A, business needs) as well as on twitter where I'll point to all the news that's fit to print @jowyang.  As my research reports go live (we publish them for all to read --called Open Research-- at no cost) they'll emerge on my blog, or checkout the research tab to find out more now.  http://www.web-strategist.com/blog/research/

Q: Recently, you’ve been working with us here at Oracle on something exciting coming up later this week. What’s on the horizon?

 J.O.: Absolutely! This coming Thursday, September 13th, I’m doing a webcast with Oracle on “Managing Social Relationships for the Enterprise”. This is going to be a great discussion with Reggie Bradford, Senior Vice President of Product Development at Oracle and Christian Finn, Senior Director of Product Management for Oracle WebCenter. I’m looking forward to a great discussion around all those issues that so many companies are struggling with these days as they realize how much social media is impacting their business. It’s changing the way your customers and employees interact with your brand. Today it’s no longer a matter of when to become a social-enabled enterprise, but how to become a successful one.

Register NOW! Managing Social Relationships for the Enterprise

Q: You’ve been very actively pursued for media interviews and conference and company speaking engagements – anything you’d like to share to give us a sneak peak of what to expect on Thursday’s webcast?

 J.O.: Below is a 15 minute video which encapsulates Altimeter’s themes on the Dynamic Customer Journey and the Sentient World.

I’m really proud to have taken an active role in the first ever LeWeb outside of Paris. This one, which was featured in downtown London across the street from Westminster Abbey was sold out. If you’ve not heard of LeWeb, this is a global Internet conference hosted by Loic and Geraldine Le Meur, a power couple that stem from Paris but are also living in Silicon Valley, this is one of my favorite conferences to connect with brands, technology innovators, investors and friends.

Altimeter was able to play a minor role in suggesting the theme for the event “Faster Than Real Time” which stems off previous LeWebs that focused on the “Real time web”. In this radical state, companies are able to anticipate the needs of their customers by using data, technology, and devices and deliver meaningful experiences before customers even know they need it. I explore two of three of Altimeter’s research themes, the Dynamic Customer Journey, and the Sentient World in my speech, but due to time, did not focus on Adaptive Organization.



WebCenter Customer Spotlight: Elsevier

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Elsevier is a the world’s leading provider of science and health information and serves more than 30 million scientists, students and health and information professionals worldwide.

Their mission for this project was to support authors, editors and reviewers with the best possible web-based content submission, editorial and peer-review system available in their specific field of expertise. 

Elsevier worked with the Oracle partner Wipro to roll out Oracle WebCenter Content for storing all back-end content, and Oracle Business Process Management (BPM) to implement a flexible, intuitive, intelligent and enterprise scale user-centered workflow solution.

The implemented solution is the foundation for a new editorial platform for all the editing across all printed material sold by Elsevier and  provides a seamless collaborative environment for
7,000 editors, 500,000 reviewer and 600,000 authors that are collectively producing 2,000 books per year.



Company Overview
Elsevier is a the world’s leading provider of science and health information and serves more than 30 million scientists, students and health and information professionals worldwide. Elsevier is a global company headquartered in Amsterdam, employing more than 7,000 people in 24 countries. They develop online information solutions that help professionals achieve better outcomes. Elsevier publish around 2,000 journals and close to 20,000 books and major reference works. 

Business Challenges
Elsevier's mission for this project was to support authors, editors and reviewers with the best possible web-based content submission, editorial and peer-review system available in their specific field of expertise. They were looking for single platform to allow editors, reviewers and authors to collectively produce 2,000 books per year.


Solution Deployed
Elsevier worked with the Oracle partner Wipro to roll out Oracle WebCenter Content for storing all back-end content, and Oracle Business Process Management (BPM) to implement a flexible, intuitive, intelligent and enterprise scale user-centered workflow solution. The modular design allows to easily and quickly add new features and integration points.


Details about the implemented solution can be found here

Business Results
The implemented solution is the foundation for a new editorial platform for all the editing across all printed material sold by Elsevier and  provides a seamless collaborative environment for 7,000 editors, 500,000 reviewer and 600,000 authors that are collectively producing 2,000 books per year.

Additional Information

About

Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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