- Collect data for the entire customer journey
- Apply analytics to better understand your customers and personalize the journey
- Use predictive analytics and machine learning to anticipate important events
- Continuously tune the analytics platform using feedback
Excellent article and diagram giving a high level overview of SolrCloud terminology – goo.gl/a4xrzP
1 – Modern, Minimalistic, Intuitive User Interfaces
Customers have become accustomed to a Dropbox like user interface. Enterprise systems need to catch up and build software that is intuitive and easy to use across all devices
2 – Value for Business
We need to imagine ECM software beyond managing data and minimizing risk. This should be inherent in the software. We need to automate workflows. Automating workflows includes eliminating unnecessary steps. E.g. if there is no value in a person approving a document, we should not blindly automate this step simply because it is part of the current workflow. We need to critically evaluate each step and think how to provide true value for expected objective.
As Facebook has demonstrated, there is business value to improving efficiency of IT ops. Large organizations tend to relegate internal operational efficie to a lower priority and need to open their eyes to opportunities that open up when internal efficiencies are accomplished.
Check out Facebook IT ops