It’s Not About the Pill. It’s About the Patient.

One of today’s current buzzwords is “digital transformation.” What does that really mean? Afterall, in the content management world, we’ve been digitizing paper and automating business processes for years. So, what’s new? In this blog, we learned that digital transformation is about business strategy and not technology. We’ve all seen the examples of “disruptive business models” like Uber, Amazon and Airbnb. Great, but they all used digital mediums to engage with the customers and provide a better customer experience. So, if technology does matter, where does it fit in?

Today’s digital transformation is about connecting the dots and it’s based on content that is available throughout the organization and even beyond. It’s about moving away from paper-based decision making to real-time decision making. It’s about leveraging both existing and real-time information to gain insight, make better decisions and to engage with customers in a way that drives business value and customer loyalty. So I was curious—what does digital transformation mean in Life Sciences?

In Life Sciences today, patents are expiring, competition is intense, and organizations are compelled to continually speed time to market for new medicines. Organizational responses vary, but most are adopting new business models, expanding globally, entering into alliances and partnerships, outsourcing, aggressively pursuing acquisitions—or all of the above. Companies are executing on these initiatives against a backdrop of regulations and government reforms that are not only in a state of constant flux, but shift from one market to the next. How do organizations that are dealing with all these challenges, transform?

It comes down to a single focus, the patient. The business strategy needs to shift to put the patient at the center of everything an organization does. It’s no longer about the pill, device, or (more…)

Glimpse #1: A Sneak Peek at the New ECD Educations Services

Bill Sawyer

Worldwide Education Leader for the Enterprise Content Division, EMC

In a relatively short period, based on human standards of time, we have dramatically changed the way we acquire information and the methods by which we learn. There are resources like Wikipedia and the Khan Academy that have fundamentally changed the way that learners, of all ages, can find, acquire, Sunrise2and interact along their path to learning. So, it should come as no surprise that ECD Education Services is not insulated from the need to adapt to these changing requirements. You are already familiar with the changes in the delivery availability of courses from just classroom-based instructor-led courses to now include live on-line courses and pre-recorded virtual instructor-led courses (VILT).

But, these are just the tip of the iceberg. We are beginning the changes to more fully adapt and respond to the needs of our customers, partners, and internal team members. The team is actively working to redefine itself in the face of these new needs. Our solution is (more…)

Yes, We Really Mean Change – Case Study in Digital Transformation

Suren Naidoo

Presales Director of Worldwide Functional Programs. Follow @Suren_Naidoo

When I think of digital transformation, two quotes come to mind: “the light bulb was not invented by continuously improving the candle,” and Henry Ford’s famous statement, “if I asked people what they wanted, they would have said faster horses.”

While these two sayings are simple, they are profound in the sense that they show how change requires out-of-the-box thinking and strong leadership with a clear vision. Digital transformation is a business-led transformation that ultimately targets the underlying business model of an organization. True transformation, to me, is really a horizontal play that means significant change across all verticals or industries. Internally within organizations, its impact is equally broad, affecting multiple lines of business and divisions.

From my perspective in the enterprise content management world, it is content that can make or break digital transformation. Poor content hygiene, the inability to share customer information amidst data isolation, and enterprise-wide data dumping are just a few content issues that can hold companies back from transformational change. I’d like to share three ways you can approach your digital changes by grounding them in sound content management practices.

Setting Objectives

In a report published a year ago, Bain & Company stated that the insurance industry has “been slow to adopt digital tools and business models, relative to other industries.” Competition is relentless, and we believe the industry is changing with increased activity by opportunistic start-ups.

For one of our insurance customers, new competition drove the focus of their digital transformation, centered upon the experience of their customers. Leveraging advances in analytics, mobility and social media, this customer has already seen a change in how its own customers interact with their services and people.

In their case, they defined several transformation objectives to guide what aspects of people, business and IT would need to be addressed. Objectives included directives like “drive growth through lifetime relationships with customers and acquisition of new customers,” and “drive efficiencies to improve customer value and margins.”

Clearly defining your objectives is a solid first step. As we all know from the content management world, it’s not one sudden big bang change that is most impactful, especially for enterprises with (more…)

Mobile is Easier Than You Think: 3 Real-Life Lessons Learned

Bryan Reynolds

Over 20 years of experience as a senior executive and managing consultant with core competencies focused on business process engineering, imaging, document management, eDiscovery, records management and enterprise content management.

An overwhelming consensus of companies trying to extend their reach and increase engagement with customers, employees and staff, agree that mobile is — or will be — critical to their success as an organization. Bringing the business closer to where work is actually performed is a foundational theme within today’s digital business strategies. Exchanging information, interacting with processes, and making decisions could all be more effective through mobile.


But many large enterprises face a quandary – where and how to start? I am fortunate to work every day at exactly this key intersection between the important vision of digital and the pragmatic need to deliver improvements now. Just this month, our Mobile Practice is busy delivering on a use case that helps customers deliver similar solutions for their content management pain points.

Here are three high level lessons learned from our efforts prototyping and delivering an app to this Documentum customer in approximately one month. I hope this helps you think about where and how you can get started.

1 – Align with your company’s core objectives

Our customer has been at the forefront of green initiatives and has a core objective to eliminate paper. As the property assessment division for a major US county, moving away from physical documents was no small task. Yet from the top down, the group has stayed aligned on stopping waste, inaccuracies, and time delays brought on by paper-based content management. When looking for a mobile solution, we first discussed what else could help drive to their environmentally-friendly objective.

Our customer’s first approach to institute Documentum some years ago covered the bulk of their going green requirements. Adding D2 helped as well. But there are still opportunities to drive further efficiencies and reduce cost as they digitize their workflows and capture new information.

2 – Find the end user pain point

Through conversations with key stakeholders, we began helping the customer identify end user experiences. Why are some still using paper? Where could work get (more…)

Asia First Impressions: Hungry to Excel

Albert Nel

Director Sales - Asia Pacific & Japan at Enterprise Content Division, EMC

I recently moved from Silicon Valley, California to Australia as part of my new role supporting EMC customers across Japan and Asia Pacific (some of you read my prior blog about the start of this journey). What has struck me to date is the high caliber customers in this region who are leveraging enterprise content management (ECM) solutions, but particularly, their eagerness to learn and excel.

Here are a few first such impressions, which may be somewhat biased as a reflection of my new arrival status. I hope they are nonetheless helpful to other customers, since we are all likely to learn from our similarities and differences.

What’s Different – Learning & Cloud Adoption

It’s no surprise that when viewed on a per capita basis, one finds the university-to-population ratios of Hong Kong, Singapore and Australia-New Zealand higher than those of the US and France (Source: Shorelight Education). The willingness to try new things and absorb new ideas is palpable here.

Our customers in this region are already adept at partnering with multinationals (like EMC) to collaborate and learn quickly. This is something I personally appreciate, since I have always believed the way to become successful in any region and any business is for a provider and customer to partner together.Albert Nel Blog Photo

What’s also different here, compared to the US for example, is the pace of cloud adoption. It feels faster here than in other markets. Perhaps it is industries with less regulated content, but it seems that many enterprises are ready to migrate data to a private or public cloud. I think this is driven, in part, by the growing volume of content, as well as target market compliance regulations that require retaining and managing content for longer periods of time.

What’s very exciting to me is knowing that our Enterprise Content Division (ECD) is pursuing a strategy that directly aligns with these customer needs. We can tap into our global consultants or specialists to help on compliance issues, and our InfoArchive solution handles extreme levels of data. Our partners here in this diverse and broad region are helping tremendously to support our customers’ growth.

Some Commonalities – Digital Transformation & Compliance

As I meet with local business leaders, their focus is clear — business growth and how to adopt best practices that deliver competitive advantage (back to our observation about eagerness to learn). Digital transformation is a common topic of conversation as a powerful concept that can be studied and mastered as a tool for driving growth.

It’s no wonder Forrester principal analyst Cheryl McKinnon in her report, “Five Key Trends That Are Shaping How We Manage Enterprise Content” (February 2016) identified digital business as (more…)

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