Challenges and Solutions in ECM and Digital Commerce

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13 May 2011
Michael Fitzgerald

Celent recently conducted its third Peer Networking Event, exploring the topics of Enterprise Content Management (ECM) and Digital Commerce.Alternative approaches, successes and gaps were actively exchanged by the 40 participants, representing 13 carriers. We would like to thank The Hartford Insurance Company for hosting the session.

The morning kicked off with a presentation by Ben Moreland, Celent Senior Analyst, which summarized the results of research on ECM in insurance.Among the many data points reviewed, the most active discussions concerned moving away from metacode formats and responding to personalization and prioritization requirements by the business. Numerous practical solutions were shared. One company detailed their use of a middleware utility to aggregate and control output from multiple administration platforms.

A presentation by one of the attendees followed which described their ECM platform and detailed the technical and governance challenges involved in managing a complex environment.From the comments exchanged between participants, it was clear that a goal common among many insurers is to rationalize and consolidate products and platforms.In addition to making the correct technical decisions among many alternatives, the softer dimensions of governance and change management are key success factors in modernizing content management.

The afternoon included a great deal of networking and a panel discussion that dealt with the transition to digital commerce. The panel included both IT and business representatives as well as an executive from the banking industry.They outlined the successes and challenges in their efforts to deliver a consistent experience across digital channels, integrate digital and analog customer service touchpoints, and provide personalization of the user experience. A fascinating approach used by a North American bank to self-fund its digital commerce development effort was outlined.

In all, a great deal of practical information sharing and great networking took place in a very productive and relaxed environment.Celent is in the process of planning additional peer networking events, so please stay tuned for announcements about upcoming events. If you are a carrier and would like to host a Celent Peer Networking Event, please contact Chuck Smith atcsmith@celent.com.

Carrier staff are invited to join Celent’s Peer Network on Linked in by going here http://www.linkedin.com/groups?gid=3886663&mostPopular=&trk=tyah. The group provides a forum for insurer IT and business strategists to share ideas and network.

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Sector
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Blogs
Location
Asia-Pacific, EMEA, LATAM, North America