This is a presentation I gave for Perficient at IBM Amplify 2017 on 7 ways to maximize your ROI on your IBM Digital Experience / WebSphere Portal and Web Content Management investment.

1. Amplify 2017
PowerPoint Template
Session #1785
Seven Ways to Maximize Return on Your Digital
Experience Investment"
Glenn Kline
Principal, Digital Experience Platforms

2. I can get ROI from a pure technical
Digital Experience implementation,
right?
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3. Major travel company wanted to rebuild
reservation app
• Each second in call handle time translates to
$108,000 per year
• Existing reservation app was an X Windows
desktop app, let’s rewrite it in a web app
Call handle time went up 22 seconds when the
system went live
• Instant ROI of negative 2.3 million per year!
• Does not include cost of hardware, software,
or labor
Let’s Start with what NOT to do!
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4. • Simply approached the project as a “like for like” re-platform
• Did not spend time to learn how reservations agents did their job
• Did not do any usability testing
• Did not have the right technical skills on the project
What went wrong?
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5. A Better Approach
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Design for the customer
• Comparative analysis
• User research
• Experience mapping
• Prototyping
• Usability testing
• Design and Implementation

6. 15
Improve Customer Satisfaction Fuel Revenue Growth
Churn, upsell, acquisition
15 20%
Lower Cost to Serve Engage Employees
%
toUP
UP
DOWN
20 %
20%
20%
to
30 %
UP
Journey-Led Transformations = Results
%
to

7. The Overlap Between Business and
IT Needs and Customer Wants is the
Happy Place
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8. Digital Transformation is a Journey,
not a Destination
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9. Do you want to be a Digital Predator or Prey?
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“By 2020 every business
will become a digital
predator or digital prey.”
– Forrester Research

10. Amplify 201710

11. From Digital Prey to Digital Predator
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Digital customer
experience
(Differentiators)
Digital operational excellence
(Efficiencies)

12. Competitors
don’t want you
to innovate
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CX leaders are outperforming
the S&P 500 index by more
than 35% over an 8 year period.
- Watermark Consulting
73%
60%
73% of businesses
claim that improving
CX is a strategic priority
When companies prioritize
CX, they generate 60%
higher profits than their
competitors.

13. Performance
“We are launching in a week and performance is slow.
Perhaps we should run a test.”
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14. Does performance really get you ROI?
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calculated that a page load slowdown of just one
second could cost it $1.6 billion in sales each year.
calculated that by slowing its search results by just
four tenths of a second they could lose 8 million
searches per day.
Source – FastCompany https://www.fastcompany.com/1825005/how-one-second-could-
cost-amazon-16-billion-sales

15. • Consider Performance in Every Decision You Make
• Caching: Nothing matters more!
• Browser caching
• Web server caching
• Markup caching
• WCM caching
• Object caching
• Performance Testing and Tuning
• Start with realistic base scenarios
• Test, monitor, tune and retest
• Have the right technical roles to support testing
• Make sure to monitor in production
• Asynchronous page rendering (Ajax) with modern UI frameworks
• User experience impacts performance
Operational Excellence – Performance Best Practices
15
Monitor
TuneRetest
Test

16. How does performance get me ROI?
Well, the list is endless…
• Better customer experience leads to greater conversions, higher
satisfaction and repeat business
• Lower support costs
• IT can focus on innovation and business value instead of tuning
ROI Through Performance
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17. Agile Development
“We estimate we deliver projects 30% quicker using Agile vs Waterfall.”
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18. • Large DX project with
multiple phases over a
couple of years
• Project team was ready to
go
• Client said “You need to
adhere to our gating
process.”
Following a methodology for the methodology’s sake
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This is how it was described

19. • 30% increase in project
time
• No flexibility for change
• Business grew increasingly
frustrated
• Missed deadlines
Following a methodology for the methodology’s sake
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This is what the gating process felt like

20. “If we didn’t use Agile, we would still be developing today.”
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21. Think “Inside the Box”
Digital Experience is a Toolbox, Know what is in it.
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22. Don’t spend money to build when you can use product capabilities.
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Capability Benefits
Personalization Engine • Visibility rules
• Content selection
• Device profiling
Watson Content Hub
(Available to DX 9.0)
• Cloud based content as a service
• Technology agnostic
• Multi-channel content delivery
• Intuitive authoring
Script Application • Develop in modern scripting technologies
• Technology agnostic
• Still can leverage portal APIs, WCM tags
and security
Extension Points • Modular themes, page parameters,
resource environment providers, login filters,
Dynacache, property extension DB, etc.

23. Modern Development Techniques
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24. MEAN Stack
Increase efficiency using modern software engineering techniques and tools
24
MERN Stack
Schemaless NoSQL DB
Web application framework
in Node for SPA and MPAs
JavaScript framework for UI
development
Server side JavaScript
execution environment

25. DevOps
“You don’t buy DevOps, you do it.”
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26. Do you share this pain?
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4-6 weeks to deliver a simple code change?
41% experience delays in integration, configuration and testing of
applications
Delays of 41%for installing and configuring applications
Up to 50% of applications get rolled back in production
45% experience delays due to troubleshooting and fine-tuning
issues in production
3-4 weeks avg. time to isolate defects

27. Where are you on the maturity scale?
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Continuous Delivery
Communication,
Collaboration,
Integration, Automation.
Time-to-Value
(satisfaction),
Speed of Change
(velocity),
Manual activity
reduction
(quality).
Agile Development
Individuals and
interactions over
process and tools.
Continuous
Integration
Code integrated into
a shared repository
frequently, built and
verified.
Automated Delivery
Software built such
that it can be
released to any
environment
(including
production) at any
time.
basic managed predictive autonomous

28. DevOps Perspective
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1. DevOps is about transforming application development and delivery in order to accelerate digital innovation.
So DevOps is a topic for both business and IT roles in the organization.
2. You don’t buy DevOps, you do DevOps. DevOps is an approach, a mindset – a combination of culture, process and technology
(including infrastructure, tools and services).
3. DevOps is not only about the hand-off between Development and Operations. DevOps is about applying lean and agile
principles across the application delivery lifecycle (biz-dev-test/QA-deploy-operate) to achieve continuous delivery.
Key concepts: automation, feedback loops, continuous integration, continuous testing, continuous deploy, agile/scrum/iterative

29. TBD
Analytics
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What is most important to you?
1. Customer Experience
2. Digital Transformation
3. Delivery Methodology
4. Modern Development Techniques
5. Think “Inside the Box”
6. Performance
7. DevOps

30. Amplify 201730
Visit us at booth 540 to see our demos and to learn more.
Session #1785
Seven Ways to Maximize Return on Your
Digital Experience Investment"
Glenn Kline
Principal, Digital Experience Platforms
Glenn.Kline@Perficient.com
• IBM Cloud Video integration with IBM DX and Connections
• CoreMedia integration with IBM Watson Commerce

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