Harness the Power of an Improved Digital Experience


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Harness the Power of an Improved Digital Experience

  1. 1. CONNECT WITH US: IT: Customized to Your Advantage Harness the power of an Improved Digital Experience Upgrade the Platform. Upgrade the Experience. TIM REILLY Practice Director, Digital Experience Public | Copyright © 2014 Prolifics
  2. 2. CONNECT WITH US: Tim Reilly is the Head of the Digital Experience Practice with Prolifics, and leads a diverse team of experts in Digital Experience Solutions. 1990’s 2000’s 2010’s About Me Public | Copyright © 2014 Prolifics 2
  3. 3. CONNECT WITH US: Expert Services • Architecture and Development • Business Value Assessments • Mobile Adoption Workshops & Strategy • Skilled in Worklight implementations • Social Adoption Workshops & Strategy • IA and Visualization Services • eForms automation and Forms Experience Builder • Discovery Workshops, Proof of Technology and Upgrade & Migration offerings Expert Team • Over 300 real-world Portal implementations • Global Presence with concentrations in US, India, UK, Germany • Consultants are certified across IBM ICS products including Industry specializations • Capabilities throughout entire life-cycle of user experience delivery. More than 70 certifications. • Winner of Awards for Industry Portals, Exceptional Digital Experiences and Social Business Solutions • Featured speakers at IBM Connect, Impact, Digital Experience (DX) conferences, and Industry Forums Expert Implementations A New England Health Insurer– Deployed customer experience suite and employee experience suites. Upgraded the partner user experience. International Health Insurer – architecture, solution services for digital experience enhancement program across customer, client, partner portals. North East Health Insurer – Improved Health Claims Processes; Insurance Portal; Mobile Applications Digital Rights Management organization – created a leading music engagement social portal. Healthcare Services Company – Reduced cost, deliver web content thru an commerce portal to distribute pharmaceuticals and medical products. Large Insurance Benefit Manager – SOA, Digital architecture and best practices for portal, web content management and mobile. A Fashion Institute – upgraded the digital platform including portal and web content management. Major Transportation Company – assisted with digital business transformation with eforms. Lab Equipment Manufacturer - upgraded and enhanced social collaboration. Wholesale Building Material Supply – employee experience using employee experience products. Public | Copyright © 2014 Prolifics 3
  4. 4. CONNECT WITH US: Employee Experiences Customer Experiences Partner Experiences Prolifics Digital Experience Practice Public | Copyright © 2014 Prolifics 4
  5. 5. CONNECT WITH US: Bring customers and partners into the conversation Capabilities of IBM Digital Experience Solutions Public | Copyright © 2014 Prolifics 5
  6. 6. CONNECT WITH US: Digital Experience Platform Public | Copyright © 2014 Prolifics 6
  7. 7. CONNECT WITH US: Digital Experience Platform Public | Copyright © 2014 Prolifics 7 Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013
  8. 8. CONNECT WITH US: Slightly embellished history of … “e” to “my” to “i“ to “digital”. Public | Copyright © 2014 Prolifics 8 • “e” Everything. electronic age as in email, e-business, e-commerce, e- marketing. • Next, came “my”… more about you - self service, personalized, empowered, Web 2.0 • And then came “i“ as in ipod, “i- mode”, iPhone. The “i“ is the innovation needed for device mass adoption. • Today, is “digital” My
  9. 9. CONNECT WITH US: What comes to mind thinking about upgrading? Public | Copyright © 2014 Prolifics 9 Why upgrade? What are my needs today? Why now? What’s the latest? What do I think my needs look like tomorrow? What size should I get? How long will it last? What’s new? What do I expect from it?
  10. 10. CONNECT WITH US: Upgrade! My upgrade journey may be similar to yours Public | Copyright © 2014 Prolifics 10
  11. 11. CONNECT WITH US: Where do we need to be? Public | Copyright © 2014 Prolifics 11 • Consider what’s changed. • Plan for the future. • Size for current workload plus some factor for growth. • Consider how the cloud changes or might change your direction. • Plan ahead prior to key drivers and dates. • Keep current with the latest technology, trends, and industry insights. • Involve the right people early. • Communicate the plan with key stakeholders. • Let people know what to expect. What’s the new vision of your digital experiences?
  12. 12. CONNECT WITH US: How do we get there? Public | Copyright © 2014 Prolifics 12 • Document the current and future state. • Complete • Accurate • The team involved should have ready access to the document and plan. • Take time to clean up. • Check versions of products for compatibility. • Understand the steps and sequence of activities along the roadmap. • Build contingencies! • Backups. • Know the back out plan. • Know that it will work. • Don’t skip modernizing. • Use strong governance to control changes during the upgrade.
  13. 13. CONNECT WITH US: What do with it? Public | Copyright © 2014 Prolifics 13 • Training plans for: • IT • Help Desk • End Users • Business stakeholder • User Adoption • User Adoption Strategy • Gamification Create
  14. 14. CONNECT WITH US: Bring customers and partners into the conversation DigitalCapability Digital Transformation Public | Copyright © 2014 Prolifics 14
  15. 15. CONNECT WITH US: • Having the capability for digital is essential. • Having a digital experience platform accelerates the organizations speed to market and ability to react (business agility) to an ever changing landscape of technology and user expectations. • Most organizations aren’t building their own platforms, although a trend to JavaScript client applications has emerged it’s not a platform strategy. • The largest organizations who’s business model is digital are building from the ground up in many cases… we can learn from them but it’s not cost effective to follow them down this path. • Assess where you are today. • Assess where you think you need to be. • Modernize where and if at all possible. Deferring is typically costly. Key Success Factors Public | Copyright © 2014 Prolifics 15 • Governance is important: • Governance around vision. • Governance around the process of change.
  16. 16. CONNECT WITH US: Users have new expectations Public | Copyright © 2014 Prolifics 16
  17. 17. CONNECT WITH US: • Profiles • Networks • Presence Awareness • Remain in-context • In-Context Preview • In-Context Viewing • Rich Media and Streaming Video • Co-editing • Instant Meetings and Screen Collaboration Connect with each other Express ourselves … and listen to others • Liking • Rating • Tagging • Activity streaming • Micro Blog • Commenting • Discussing • Social Bookmarking • Sharing Feature rich experiences that engage Expectations around social Public | Copyright © 2014 Prolifics 17
  18. 18. CONNECT WITH US: • We are in the period of the explosion of devices • On a device… We know all about you… • Where you are. • How high up you are. • If you’re moving • ….and in what direction. • How fast. • Your carrier. • Your network - 3G, 4G or WiFi. • We know who you know (contacts). • We can listen to you. • We can see you. • We can alert you. • We have some artificial intelligence. Users expect consistent or better quality of experience on mobile. Users expect applications to make use of these data points when it enhances their experience. Expectations around Mobile Public | Copyright © 2014 Prolifics 18
  19. 19. CONNECT WITH US: Optimizing today’s online customer experiences requires both quantitative and qualitative digital analytic capabilities Quantitative digital analytics (“What, Where, and How”) Qualitative digital analytics (“Why”) IBM Coremetrics Digital Analytics provides quantitative insight by capturing website and mobile interaction data and providing easy to use interfaces showing: •Purchase funnels •Real-time sales data •Traffic flow through site •Conversion benchmarks IBM Tealeaf solutions provide qualitative insight by capturing, replaying, and analyzing individual user interaction data showing: •“In page” context (incl. dynamic personalized experiences) •Each UI interaction •Error messages displayed •Identify impacted visitors Expectations around Analytics Public | Copyright © 2014 Prolifics 19
  20. 20. CONNECT WITH US: • Reduce cost with online forms. • Added Site analytics. • Search. • Faster development. Content in the hands of the business. • Increases engagement by delivering social feeds. • Customer Experience Suite; Portal, WCM, Forms, Connections, Enterprise Search. Public | Copyright © 2014 Prolifics 20
  21. 21. CONNECT WITH US: Digital Experience Platform Public | Copyright © 2014 Prolifics 21 0 2 4 6 8 10 Overall Broker Portal Satisfaction Portal Perception Ease of use Information availability Broker Demo Satisfaction Use of Social 2.0 Broker Approval Rating Belief that calls will decrease Technology Direction
  22. 22. CONNECT WITH US: Social Portal Pattern Public | Copyright © 2014 Prolifics 22 “IBM Connections can add the glue that holds our portal environment together. Its seamless integration with WebSphere Portal brings a softer, people-oriented side to the portals, rather than simply black and white facts.” —Roxanne Reynolds-Lair, CIO, Fashion Institute of Design & Merchandising http://www- 03.ibm.com/software/businesscasestudies/us/en/ corp?synkey=Q435487C19792P59
  23. 23. CONNECT WITH US: Emerging interactions and influences Public | Copyright © 2014 Prolifics 23
  24. 24. CONNECT WITH US: Emerging interactions and influences Public | Copyright © 2014 Prolifics 24 May 22, 2014
  25. 25. CONNECT WITH US: Emerging interactions and influences Public | Copyright © 2014 Prolifics 25 IBM Opens Up Its Watson Cognitive Computer For Developers Everywhere November 14, 2013
  26. 26. CONNECT WITH US: • All those sensors are moving beyond the phone and tablet. Into wearables, tv’s, cars, homes, laptops. • Assistive and predictive analytics • Artificial intelligence (speech recognition, recommendation, prediction models) Emerging interactions and influences Public | Copyright © 2014 Prolifics 26 • Many new potential interactions. • These might transform your business models • For developers it means you’ll no longer to talk about mobile, smartphone, tablet. • We’re going to move to capabilities. • With all of these points of reference, what new interactions can your organization provide?
  27. 27. CONNECT WITH US: Imagine What’s Possible! Public | Copyright © 2014 Prolifics 27