Join Us November 19th For An Exclusive Event

09:00 - 09:30 EST Working Outside the Box, Thomas Koulopoulos
09:30 - 10:00 EST Case Management Megatrends, Nathaniel Palmer
10:00 - 10:45 EST How the New User is Transforming the Enterprise
10:45 - 11:00 EST BREAK
11:00 - 11:45 EST The New World of Client Retention
11:45 - 12:00 EST BREAK
12:00 - 12:45 EST Using OpenText Case360 to Transform Customer Service
12:45 - 1:00 EST BREAK
1:00 - 1:45 EST Delivering Effective Customer Experience in an Unpredictable World
1:45 - 2:00 EST BREAK
2:00 - 2:30 EST Insurers Improve Customer Service and Reduce Costs with the Client Management Framework
2:30 - 3:00 EST Transforming Insurance with EMC Documentum xCP
3:00 EST Closing Remarks and Wrap-up

Using OpenText Case360 to Transform Customer Service
Vision Service Plan - Wendy Kimball, Director, Customer Care
Hear how Vision Service Plan is leveraging the OpenText case management solution to unleash the productivity and judgment of their best asset, their people. Wendy Kimball will discuss how case management creates a flexible organization that can "work outside the box" to focus on the customer, handle the unexpected, and collaborate to deliver better outcomes for the business. Managers and knowledge works are empowered to make better decisions, deliver signature customer experiences and ultimately grow the business.
Delivering Effective Customer Experience in an Unpredictable World
Kelly Koelliker, Senior Manager of Product Marketing, KANA
There are many challenges facing the customer service market that can be resolved with Adaptive Case Management. Join this session to learn about common questions and concerns as well as detailed best practice advice and recommendations for success. We'll also explore how ACM affects other aspects of your call center like metrics, knowledge management and customer satisfaction.
How the New User is Transforming the Enterprise: A Discussion of Key Technology and Business Model Disruptions Rohit Ghai, VP and GM of Products, Information Intelligence Group, EMC
Cloud, mobile, social, and Big Data are key macro trends that are fundamentally changing the expectations and work patterns of information workers. This new user, fueled by millennials entering the workforce, expects the same levels of productivity, empowerment, and device independence (e.g., Bring Your Own Device) at work that they have in their personal lives. With more distributed and global companies, how is the nature of work and the workforce evolving? How are advanced case management solutions and enterprise software addressing the challenges of increased mobility and collaboration while providing seamless security and governance? In this conversation, we’ll explore how knowledge workers can deal with the complexity and volatility of information and how technology can help delight the new user by providing the right information, in the right context, at the right time. We’ll also discuss what industries will benefit most from these disruptions and what opportunities can be realized by embracing and preparing for this wave of transformation.
Transforming Insurance with EMC Documentum xCP
Dan Ciruli, Group Product Manager, Information Intelligence Group, EMC
Learn how customers are using case management to support insurance solutions including new customer on-boarding and claims processing. In this session, we’ll be showcasing a live demo of an auto insurance solution built entirely on the EMC Documentum xCP 2.0 case management platform. See how information worker productivity can be improved with an intuitive, purpose-built, user experience designed to put all necessary information in context and automatically assigned to dynamic business processes. Understand the key role that content, process, and business analytics including Big Data can play in improving customer visibility and decreasing risk in real-time – ultimately leading to better decision-making and business outcomes. See how composing an application using a unified, graphical tool rather than coding it leads to increased agility and helps to better satisfy business users. Join us to see this real-world application in action!
The New World of Client Retention
Gerard Gibney, Senior Strategist, Financial Services, Open Text
Insurance companies spend a lot of money and effort to attract new customers,yet not so much to retain them. How can you keep them renewing every year, and even better, recommending your firm to their friends and colleagues? One way is to significantly improve their experience with you in the event of a claim. Claims processing done quickly is the number one way to shape a positive image of your firm in a client’s mind. Today we will look at ways to reduce the time to process a claim, while reducing the costs to do so. The end result for you: satisfied customers, renewed business, reduced costs, and referrals to new clients. This is a story worth hearing.
Insurers Improve Customer Service and Reduce Costs with the Client Management Framework
Open Text – John Williams, Vice President, BPS Solutions, Open Text
The Client Management Framework is an adaptive case management application designed to provide insurers with a single view of their customers and advisors. All tasks, documents, correspondence, and linkages between customers and advisors are contained within the case folders to improve service and reduce operating costs. John will demo the framework and show how it has been integrated with intelligent capture, content management, mobile file sharing, and customer communications management solutions, also from OpenText, to provide a comprehensive adaptive case management solution.

John Williams is Vice President, Solutions at OpenText and is involved in the definition and creation of the process, content and case-centric business solutions for OpenText Business Process Solutions.
He has over twenty years’ experience in the enterprise software industry, during which time he has helped many clients drive down costs and improve operational efficiency and customer experience using process automation and next generation business technology.
With a background in production engineering, John has applied the same principles used by blue-chip organizations like GEC and Ford Motor Company to solve operational performance issues within a wide array of industries, especially in the financial and insurance services sector.

Featured Keynotes

Why Enterprise IT has Never Really Made its Way Outside of the Box
Thomas Koulopoulos, Chairman Delphi Group

After decades of enterprise class solutions and by some estimates more than a trillion dollars spent on ERPs, CRM, BPMs, and myriad other enterprise solutions most knowledge workers still spend the vast majority of their time managing their work in email and spreadsheets! Just think about how you manage your work. A typical professional has on average 200+ emails in their inbox at any one time - it's their "todo" list. And without it all the enterprise software in the world can't help you do your job. To make the absurdity of this plain imagine that you had just spent a million dollars to build your dream house and yet 90% of your family's time was spent eating, entertaining, and sleeping in the garage because the rest of the house was just too hard to use - granted for a cool mill it may be a very nice garage but wouldn't you wonder if your architect had done something just a bit wrong? 

The problem is simple. We've built enterprise applications that force us to live inside of the box instead of connecting us to all of the content, resources, and data outside of the box. And, increasingly, this is where Big Data and the Cloud are taking us.

Join me as we look at some of the breakthrough advances in ACM that will take the applications that support knowledge work well outside of the box, connecting us to way we really work.


Case Management Megatrends,
Nathaniel Palmer

This session explores the role and interplay of case management within today's most critical emerging information management megatrends, notably mobile, cloud, big data, social technology, as well as the 'appification' or consumerization of IT. Also explored is how Adaptive Case Management (ACM) both builds on, yet is differentiated from other contemporary technologies targeting knowledge worker support, specifically BPM, ECM and CRM.

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