Webinar Tracking The Trends That Shake Up ECM: Look To Mobility, Cloud, And Analytics Alan Weintraub, Principal Analyst March 27, 2013. Call in at 12:55 p.m. Eastern time

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

Microsoft remains a dominant vendor “From what vendors do you currently source enterprise content management solutions?” (Select all that apply) “Other” includes Xerox, Nuxeo, ASG, Saperion, Perceptive, Objective, M-Files, KnowledgeTree, SpringCM, Laserfiche, and Ever Team. Base: 252 ECM decision-makers Source: October 2011 Global Enterprise Content Management Online Survey

Cost problems decline from close to 60% in 2009 “What are the biggest challenges facing ECM in your organization today?” (Select all that apply) Base: 252 ECM decision-makers Source: October 2011 Global Enterprise Content Management Online Survey

Content-centric technologies supporting the content spectrum Source: April 14, 2011, “Plan Your ECM Strategy For Business, Persuasive, Transactional, And Foundational Needs” Forrester report

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

The Forrester Wave™: Enterprise Content Management, Q4 2011 (overall) Source: November 1, 2011, “The Forrester Wave: Enterprise Content Management, Q4 2011” Forrester report

The Forrester Wave™: Enterprise Content Management, Q4 2011 (foundational) Source: November 1, 2011, “The Forrester Wave: Enterprise Content Management, Q4 2011” Forrester report

The Forrester Wave™: Enterprise Content Management, Q4 2011 (business) Source: November 1, 2011, “The Forrester Wave: Enterprise Content Management, Q4 2011” Forrester report

The Forrester Wave™: Enterprise Content Management, Q4 2011 (transactional) Source: November 1, 2011, “The Forrester Wave: Enterprise Content Management, Q4 2011” Forrester report

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

The paper management problem Managing volume and variety Forms, documents, digital pictures, electronic formats Inefficiency and expense Slow, sequential, “one-person-at-a- time” processing Inadequate information access Global, 360-degree access to customer data and business transactions needed Compliance Difficult to establish enterprise controls and comply with regulations

“Where have you recognized ROI in ECM?” (Select all that apply) Areas of ROI “Where have you recognized ROI in ECM?” (Select all that apply) Base: 252 ECM decision-makers Source: October 2011 Global Enterprise Content Management Online Survey

Capture can unify structured and unstructured content Source: August 15, 2012, “The Forrester Wave™: Multichannel Capture, Q3 2012” Forrester report

Capture applications have expanded and specialized Source: August 15, 2012, “The Forrester Wave™: Multichannel Capture, Q3 2012” Forrester report

The Forrester Wave™: Multichannel Capture, Q3 2012 Source: August 15, 2012, “The Forrester Wave: Multichannel Capture, Q3 2012” Forrester report

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

New focus on content-centric technologies Source: November 27, 2012, “Address The Complex ECM Landscape” Forrester report

Content value High Governance Regulated Value Controlled Casual Low Individual Access Organization

Content definitions Casual content (shared drive replacement) Personal/group content Store, share, version No taxonomy Controlled content (corporate asset) Group/organization content Full library services Records management Content taxonomy Regulated Organizational content Government regulated Managed by formalized processes

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

Source: GO-Gulf.com (http://www.go-gulf.com)

Capture bridges structured and unstructured environments Content analytics Excel PLM CRM XML SCM Context and meaning PDF ERP Dynamic apps Email Master data management Structured and complex data Word FIX HL7 UCCNET Data warehouse Data exchange Fax Unstructured and semi-structured

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

The work-anywhere future is a world in which work is something you do, not a place you go. Source: Flickr (http://www.flickr.com/)

Systems of engagement touch people. Systems of record host processes. Mobile apps fronting systems of engagement* empower people, enrich relationships, and energize products Systems of engagement touch people. Systems of engagement* empower customers, partners, and employees with context-rich apps and smart products to help them decide and act immediately in their moments of need. Systems of record host processes. *“My name is Geoffrey Moore, and I’ve approved this message.”

Mobile engagement is . . . Any device. Any location. Any network. Anytime. Convenience-driven. Task-oriented. Notification-centric. Opt-in. © 2013 Forrester Research, Inc. Reproduction Prohibited 28

Mobile drives a radical change in what people do with applications, information, and access Instant-on, all-day life, and immediate access Coupled with task-specific apps and sites Means that the convenience factor skyrockets . . . . . . and that means an explosion of use and transactions

Employees want it all! Access to the content and applications they rely on On the device of their choice From any location and without hassle And with fantastic performance and usability

Workers are turning to file sharing to meet their mobile needs From no vendors to too many vendors in 18 months Box, Dropbox, SugarSync, Egnyte, Citrix Sharefile, YouSendIt, Adobe IntraLinks, WatchDox, Rimage, Accellion, RIM NewBay, GroupLogic And soon, enough players like IBM, Microsoft, Oracle, and Google And the ECM vendors: Documentum, OpenText, FileNet, etc. Specialists from every direction converge on the file sync opportunity. Enterprises can’t solve every file share/sync/sign/store problem with one solution. As file share/sync/sign/store becomes a feature inside other business applications, we’ll see a bifurcation of the market into file share middleware and specialty solutions. So, who wins the file share middleware market?

What’s the right balance for accessing content? THE EMERGENCE OF CLOUD-BASED SERVICES PROVIDE A CONTEXT-RICH EXPERIENCE ANYTIME, ANYWHERE Source: February 28, 2011, “Mobile App Internet Recasts The Software And Services Landscape” Forrester report

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

Content value for cloud offerings High Governance Regulated Value Controlled Full ECM functionality Casual Basic ECM functionality Minimal ECM functionality Low Individual Organization Access

Emerging cloud offerings Minimal ECM functionality Basic ECM functionality Full ECM functionality File sharing Version control Basic taxonomy Collaboration Specialty focused Mindjet NextPage Box Full library services Collaboration Content-centric focused DataServ Perceptive Full library services Search Records management Collaboration Enterprise focused Hyland EMC Oracle OpenText IBM Alfresco M-Files

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

New workforce requires information transparency

A vision of domain-specific and, eventually, transparent content services Source: January 11, 2013, “Computing, And Analytics Shake Up ECM” Forrester report

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

The trust continuum Source: August 07, 2012, “Create Your Information Governance Framework” Forrester report

Governance provides a framework to ensure information integrity and organizational acceptance.

Importance of a governance program Defines organizational roles and responsibilities Provides accountability and ownership Creates standard processes and procedures Defines access and usage policies Maintains taxonomy consistency Insures consistency and accuracy Facilitates quick, accurate, and easy retrieval of information Increases the value and reliability of the information Provides trust in the information Establishes information security and privacy guideline

Information governance framework Executive sponsor Governance board ECM governance team Data governance team Content owner Data stewards Enterprise architecture Technical administration

Agenda Where are we today? What will tomorrow bring? Recommendations Content-centric technology The move away from ECM suites Multichannel capture What will tomorrow bring? The new ECM perspective More information equals more value. Mobility is the system of engagement. ECM in the cloud is finally a reality. Transparent work environment Information governance provides information trust. Recommendations

Recommendations Develop a mobile and file sharing strategy that aligns to the business needs. Adopt big data as a content source, and apply governance to insure integrity and trust. Add analytics to capture and increase value and processing capabilities. Recognize that ECM solutions will continue to be justified based on compliance needs. Align content types to content-centric technologies for an ECM best fit.

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Alan Weintraub +1 617.613.8846 aweintraub@forrester.com