Create Exceptional Web Experiences with IBM Project Northstar and Webtrends

Create Exceptional Web Experiences with IBM Project Northstar and Webtrends Krishnan Hariharan Program Director, IBM@webtrends #wtengage

WebSphere Portal Celebrates Its 10th Anniversary In Good Company 10,000+ WW customers with intranets, B2B apps, & customer-facing WebSphere Portal has #1 internet apps market share for 9 years running 47% of customers are SMB Global WebSphere Portal Use... Smallest customer has 10 of top 10 banks 11 employees 8 of top 10 retailers 12 of the largest telcos 50 major health providers Largest customer has 500 gov’ts + every G8 nation 1.8M+ employees 8 out of 10 wireless subscribers in Global Northstar technology use... the US check their account online Top 3 out of 3 US Fortune 100 Telcos using Northstar Technology10 out of top 10 US Fortune 100 Commercial Banks 4 out of top 5 Global Fortune 500 Telcos 40% of worldwide wireless subscribers 4 out of top 5 US Fortune 100 Retailers can check their account online using Northstar technology Over 300 million named users in our top 15 customers alone!! 1 in 6 people worldwide with internet access is a @webtrends #wtengage named user in a WebSphere Portal application

Exceptional Web Experiences Award Winning CUSTOMERS / SITESLufthansa – Customer Site 2010 WEBAWARD - Web IBM – developerWorks 2010 Forrester Groundswell Award – ForresterMarketing Association (Best Airline Website) Research (Winner: B2B division)Brocade Communications – B2B Site 2010 WEBAWARD - Web IBM – developerWorks 2010 US SMB Social Media Marketing Award –Marketing Association (B2B & Technology Standard of Excellence) AMI-Partners (Winner: Community Development award) Boston Medical Center – Patient Site 2010 WEBAWARD - WebSaudi Shoura Council – eGovernance Portal Marketing Association (Outstanding Website)2009 Best Website for Parliaments (Winner) Tyco International – B2B Site 2010 WEBAWARD - WebDuke University Health System – Patient Portal Marketing Association (B2B Standard of Excellence)2008 Healthcare Informatics Innovator (Finalist) Finnair – Customer Site 2010 WEBAWARD - Web MarketingHSBC Bank Brazil – Employee Portal 2009 Intranet Design Association (Airline Standard of Excellence)Award, Nelson Norman Group (Recipient) International Enterprise Singapore – G2B Site 2010US Army Publishing Directorate – Army Action Tracking WEBAWARD - Web Marketing Association (Government Standard of Excellence)System 2009 Army Knowledge Management Award (Winner) U.S. Nuclear Regulatory Commission – ElectronicCity of Gothenburg – Citizen Portal 2009 GT Information Exchange 2009 Excellence.Gov Award (Finalist)Newspaper Achievement Award (Recognized) Cars.com – Customer Site 2010 WEBAWARD - Web Marketing Association (Automobile Standard of Excellence)Los Angeles County – Municipal Portal 2009 NationalAssociation of Counties Achievement Award (Winner)Bharti Airtel – Mobile Portal 2008 Strategy Analytics State of Missouri – Emergency Response InformationWireless Media Lab (Best Portal) System Portal 2008 Computerworld Honors (Laureate)Miami-Dade County – Housing Central Portal 2007 City of Helsinki – Citizen Portal 2007 UN Report: DigitalDigital Government Achievement Award (Winner) Governance in Municipalities (#1 in Europe) @webtrends #wtengage

Exceptional Web experience, exceptional businessresults - Grow revenue 35% improvement in marketing campaign revenue and increased customer loyalty First year sales revenue Selling more insurance – accelerated new increased by 18 percent business application process from weeks to hours. 30% reduction in call center field support calls “Internet Info and Entertainment from the Convenience of your Couch”100 percent increase in newbusiness premiums Supporting highly targeted online advertising and laying a foundation for a new revenue stream and business model More than 7,000 new customers signed - first year sales revenue increased by 18 Increased revenue via Portal = US $4 Million percent up for online service within two months Handling hypergrowth like clockwork, from $6 million subscribers in 2004 to 110 million subscribers January 2010@webtrends #wtengage

What others consider as extraordinary, are results we help our clients deliver everyday – more savings, greater efficiency, and higher customer satisfaction savings in the region of £300,000 per year Delivering citizen services to 6.5 in print, courier and administration costs ROI in approximately 18 months – ex of million people, 1/3 of Australia’s alone results: $1.2M in billings collected via Web population, every day in year 1, and $200,000 annual net savings 100,000 forms, used by 1.4 million Army personnel 3,000 agents estimate savings of 1h around the world – ROI per day in completing application Savings of $750,000 annually estimated to be $1.3B / year forms and following up errors etc. 70% reduction in manual effort - met cut TCO by 15%, enabling business case in under 10 months an 18-month ROI, first-to- market functionality increases customer satisfaction “Tens of millions” in overall cost savings is like money in the bank.” saving some physicians up to two to three hours every day Annual operational savings @ Directorate of Defense Trade Controls $31K / year with first form, and shortens application process to as little 523 man-hours (0.3 FTEs) as 9 days (from up to 66 days) 80% productivity gains, and $100,000 annual savings in courier costsSaving of US$3M over paper-based processes Reduced registration time from 1 week to 1 day @webtrends #wtengage Rejection rate reduced from 15% to 3%

Social Business for a Smarter Planet On a smarter planet, people are transforming the way they interact...and this transformation is impacting the way business is being done Why Social Business is important to our clients...95% of standout 69% of respondents report Standout organizations areorganizations will focus measurable business benefits from 57% more likely to allowmore on “getting closer Web 2.0 tools, including better their people to use socialto the customer” over the access to knowledge, lower costs of and collaborative tools.next 5 years. doing business, and higher revenues.– IBM CEO Study 2010 – IBM CHRO Study 2010 – McKinsey Global Survey 2009@webtrends #wtengage

Three significant entry points align to roles/functions in client organizations A Social Business  Builds trusted relationships and Entry Point increases sales through relevant Traditional Business messages across all channels  Drives brand advocacy through  Push marketing via communities and dialogMarketing, traditional channels Deepen clientCustomer  Control over brand relationshipsService image and brand  Shares insights to generate break- communication through ideas and speeds time to market, gaining market insight and Drive readiness Invest in R&D operationalProduct & Service  Generate new ideas effectiveness internally Reaches out to professionalDevelopment  Test ideas in market  networks to respond faster with business decisions to new opportunities, saving money WorkforceOperations,  Email and phone based optimizationHuman communicationResources  Knowledge kept in silos @webtrends #wtengage

Two Years Ago Now@webtrends #wtengage

Now The emergence of the... Exceptional Web Experience ... as a strategic priority@webtrends #wtengage

Social Business Transformsthe Customer and Employee Experience Business to Business to Business to Peer to Customer Business Employee Peer “Exceptional Web Experience” “Exceptional Work Experience” Customers interacting with other customers and Employees interacting with self-forming, distributed company representatives (efficiently, via social teams (peers, customers, partners & suppliers), as a tools), with the company overall (driving brand company overall (communities incorporating awareness & revenue growth) customers & partners around innovation) reducing the friction of work.@webtrends #wtengage

An Exceptional Web Experience DeliversExceptional Value Results that cant be ignored • 400% higher visit-to-lead conversion rate • 200% higher visit-to-order conversion rate • 41% lower page abandonment rate • 16.6% more customers who are likely to recommend products and services • 15.8% fewer customers lost to competitors • 14.1% more customers who show repeat purchase interest • 30% higher rating** of web self-service over Help Desk • 75% faster** time to roll out new customer applications • 30% reduction** in call center field support calls • Ability to support 100x increase in web site traffic** during a major event, while maintaining 100% web site availability **IBM customer results. “Best Practices In User Experience (UX) Design”, Forrester Research, Inc., September 2009@webtrends #wtengage

IBM Project Northstar IBM Customer Experience Suite IBMs Vision & Roadmap for Centerpiece Offering for Exceptional Web Experiences IBM Project Northstar Vision IBM Customer Experience Suite is: IBM Project Northstar is: a comprehensive offering that helps a 3 year vision and organizations create customer-facing an IBM-wide initiative, online experiences that are highly used to focus IBM investments & engaging, personalized and truly capture new opportunity differentiated@webtrends #wtengage

IBM Project Northstar Addresses Three ValueDrivers for Customers Create a next generation, differentiated customer experience that attracts and retains the best customers, improves brand loyalty, and lowers operational costs. Business advantage Technology advantage Conversation spectrum Growth Customer Satisfaction Efficiency Drive revenue and Provide online self- Deliver an exceptional increase brand loyalty service, improving online experience with with an enhanced online customer satisfaction greater flexibility and experience and reducing costs lower operational costs “Grow online business” “Improve customer “Optimize delivery” “Fix the website” satisfaction”@webtrends #wtengage

IBM Project Northstar Offerings@webtrends #wtengage

IBM Project Northstar Offerings Services and Support IBM Global Technology Global Business IBM Lab Enterprise Software Business Partners Services Services Software Services Support Industry Solutions and Templates Travel + Government Healthcare Banking Retail Insurance Industrial Telco Transportation IBM Value-added Modules Partner Value-added Modules Mobile (multi- Digital Asset Commerce Forms Web Analytics Mobile channel server) Management Predictive Business Enterprise Immersive Web Analytics CRM Analytics Intelligence Marketing Mgt Viewing IBM Customer Experience Suite Web Content Portal Social Personalization Marketing Tools Search Analytics- Instant Mobile Rich Internet Rich Media Mashups enabled Messaging (high end) App Tooling@webtrends #wtengage

@webtrends #wtengage

IBM Client Expectations of an Exceptional Web Experience Delights your customersCreates Sustainable Leverages Differentiation Investments Adapts to new Delivers in every opportunities situation @webtrends #wtengage

Achieving Better Business Outcomes@webtrends #wtengage

What does IBM Project Northstar mean to existing WebSphere Portal Customers? Portal Family of offerings are strategic components of IBM Project Northstar Completely leverages existing customer Portal investments Stays in sync into the future with customers expanding Portal investments Brings together the scope of technology, services, industry specific needsexpected to dominate extranets over next 3-5 year into a cohesive and consumableextension if and when desired Complete flexibility to take advantage of full Vision, parts of it, or none of it New incremental packaged offerings to allowing accelerated deployment ofdifferentiated, best of breed, customer facing experiences Represents IBMs commitment to lead and outpace any alternative challengerspursuing the Exceptional Web Experience opportunity @webtrends #wtengage

Analytics Functionality Available Now■ Active, Client-Initiated Site Analytics – Out of the box instrumentation of data  Who is coming to my site? collection tags to capture user profile  How did they find it? and behavior information  What are they doing? – 17 Tags for web analytics reporting  What did they search for? Did they find it? • Any page rendering action in the browser: portal pages, portlets, Web content, Site searches,  What are the most popular areas? user entry and exit points, referral URLs  What are the most popular topics/content? – Customizable - administrators can modify or  What if I try this image vs that image? turn on the insertion of appropriate scripts onto Do more people click on it? pages, portlets, or Web content  What if I pick content with Rule B instead of Rule A?  Are they using the benefits tool?■ Customers can get immediate insight from the provided pre-built best-practice reports. Or, create your own ad-hoc custom reports to drill into any area that you want to better understand.@webtrends #wtengage

Value of Webtrends Analytics•Improved user experience•Insight-driven optimization•Improved user acquisition, conversion, retention•Deep, cross-channel understanding of your visitors•Targeted messaging, content, and offers@webtrends #wtengage

How it Works – Data Collection Options Webtrends Webtrends On Demand Software SmartSource SmartSource Data Data Collection Collection Data Site Analyzer Collection API Log Files @webtrends #wtengage

Webtrends Webtrends On Demand SoftwareSmartSource Data Collection SmartSource Data Collection SmartSource Data Collection Data Collection Site Analyzer Log Files API Tag added to default.jsp. 6.1.5 introduced Active Site Analytics Injects tags into portal pages automatically Upgraded to 17 tags for version 7.0 @webtrends #wtengage

Initial tags supported in WebSphere Portal 6.1.5@webtrends #wtengage

Updated tag support in WebSphere Portal 7.0@webtrends #wtengage

Webtrends’ Comprehensive Analytics “Out-of-the-Box”•Pages•Visits / Visitors•Content•Portlet views•Downloads•Paths•Campaigns•SEO•Real-time•RSS overlays•Alerts@webtrends #wtengage

Webtrends Webtrends On Demand Software SmartSource SmartSource Data DataData Collection API Collection Data Collection Collection Site Analyzer Log Files API•Sends data in a POST body to a Webtrends data collection server•REST-based web service•Supports data collection when javascript not enabled•Deep analytics enables with a single line of code•No URL length limits•No image request•SDKs for mobile applications•Will be available in the software environment beginning next month@webtrends #wtengage

Logged In User Name JSP Code – Can be linked to External File @webtrends #wtengage

Breadcrumbs @webtrends #wtengage

Understanding Portlet Interactions@webtrends #wtengage

Webtrends Webtrends On Demand SoftwareLeveraging Site Analyzer Log Files SmartSource Data Collection SmartSource Data Collection Data Collection Site Analyzer Log Files API @webtrends #wtengage

IBM Disclaimer@webtrends #wtengage

Contact Information Krishnan Hariharan 404 Wyman Street Program Director Waltham,MA 02451 IBM Software Group Tel +1 720 395 4552 krishh@us.ibm.con http://www.linkedin.com/in/krishnanh@webtrends #wtengage

Back up@webtrends #wtengage

Jump-Start Templates Speed Time to Value • Extensible, Configurable Software Templates − Software to accelerate solution construction for specific business needs − Prebuilt collaboration components, Portal sites and structure commonly used in a target industries − Code that customers or partners can easily modify and customize • Built-in Best Practices − To help IT speed deployment and reduce the cost of portal-based business solutions − Solve recurring user needs in a best practice way – Showcase for successful interaction patterns spanning the Lotus collaboration portfolioHealthcare Patient Portal Government Self Service Online Banking Retail Vendor Portal Insurance Agency Portal Portal, WCM Portal, WCM, Forms Portal, WCM, Connections, ST Portal, WCM, Forms, ST Portal, WCM, Forms, Connections, ST, Dashboards @webtrends #wtengage Product Pre-Requisites

Customizable Solution Components• Easy Customization for Common Integration ScenariosAccount Registration and Self Care Unified Task and Check Lists eBanking PortletsModels provide a presentation layer where Aggregate tasks from multiple systems into a Customizable transaction andportal users create, modify, or delete data in the single UI. Users can complete to advance workflows similator portlets for a range of e-user registry. or launch an inline eform banking services for both web and mobile devices Web Content Template Catalog A quick start for creating dynamic WebLive Chat content when creating portal sites.Portlet featuring ST chat integration Appointment Scheduling http://www- 10.lotus.com/ldd/portalwiki.nsf/dx/Reusable_assets_and_resources_for_WebSphere_Portal @webtrends #wtengage

Portal and WCM NOWSoftware Asset and Deployment Method DeliveringProduction Intranets and Websites in Less than 3 Weeks through IBM and Partners Momentum since 2009 Program Launch New News • More than 100 active partners  New version 3.0 software asset • Competitive Value – helping drive deal  Turnkey interoperability with Industry closure in a little as 1 day against Oracle, Templates and WebSphere Portal 7.0 SharePoint and Open Source • Continued Customer interest  Helps customers consume solutions at Tele tactics yielding 20% response rate their rate and pace – start small and grow • Successful deployments across  New WCM NOW template – for customers geographies and industries who want an interactive website but lack skills to manage and deploy@webtrends #wtengage IBM Confidential until 31-January, 2011

Create Exceptional Web Experiences with IBM Project Northstar and Webtrends

by Webtrends on Mar 16, 2011

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Create Exceptional Web Experiences with IBM Project Northstar and Webtrends — Presentation Transcript