Technical track session presented on day 2 of Day Ignite Chicago 2010

1. When Content Meets Applications
Alex Choy | VP, Engineering & Technical Marketing, LiveCycle
Craig Randall | Principal Scientist, LiveCycle | @craigsmusings
© 2010 Adobe Systems Incorporated. All Rights Reserved.

2. Adobe CEM
revolutionizes
how enterprises
engage with
customers
and how customer
experience is
delivered
© 2010 Adobe Systems Incorporated. All Rights Reserved.

3. Adobe + Day = strong assets integrated to optimize customer experience
Customers
Customer Experience Management
Day Adobe
Social Interactive Interactive
Global Web
Collaboration Applications Documents
Content Process Analytics
Transactional Systems (ERP, CRM, ECM, PLM, Banking Systems )
© 2010 Adobe Systems Incorporated. All Rights Reserved. 3

4. Current customer experience online…
It’s real jungle
© 2010 Adobe Systems Incorporated. All Rights Reserved. 4

5. Customer interaction with an enterprise
Web
Loyalty Site Applications Mobile Apps
Social Media
Customer
Statements
Service
Microsites Application
Email
Call Center
Apps
Websites
Point of Sale
Customer
© 2010 Adobe Systems Incorporated. All Rights Reserved. 5

6. Challenges
Customer /
Citizen /  Non-intuitive experience
Partner
 Inconsistency across channels
 Not contextual
Impact on organization
 Low conversion rates
 Lost revenues
 High cost-to-service
 Brand deterioration
© 2010 Adobe Systems Incorporated. All Rights Reserved.

7. What the customer wants
Customer /
Citizen /  Personalized, responsive experiences
Partner
 Right experience for right task for the right
device
 Multi-channel communication
© 2010 Adobe Systems Incorporated. All Rights Reserved.

8. What the customer wants
Customer /
Citizen /  Personalized, responsive experiences
Partner
 Right experience for right task for the right
device
 Multi-channel context aware
Guided navigation PDF forms
Rich, engaging
experience Print
Tablet Tablet
Desktop / offline
Mobile
© 2010 Adobe Systems Incorporated. All Rights Reserved.

9. What the customer wants
Customer /
Citizen /  Personalized, responsive experiences
Partner
 Right experience for right task for the right
device
 Multi-channel context aware
Agent / Mail &
Online Call Center Branch Email Mobile
Field Fax
Context flow across apps and channels
© 2010 Adobe Systems Incorporated. All Rights Reserved.

10. Challenges
IT Team  Content, application and context problem
 Multiple stacks and project silos
 High cycle time for change
 Multiple systems to scale, manage and
administer – high TCO
Context Content
flow integration
Websites Portals
Microsites Mobile apps
Mobile Sites RIA
Websites GAP Applications Web apps
WCM
DAM Commerce
Campaigns Business apps
Application
Analytics
integration
© 2010 Adobe Systems Incorporated. All Rights Reserved.

11. Adobe’s Customer Experience Management (CEM) vision
USER EXPERIENCE
Multiple Agent/ Mail & Call
Online Social Mobile Branch Email
Channels Field Fax Center
Multiple
Platforms
TOOLS CUSTOMER EXPERIENCE MANAGEMENT PLATFORM
Creative Solution Accelerators
Suite
Flash
Catalyst Dynamic Business Document
Enterprise RIA Analytics
Content Process Services
Flash
Builder
Modules
LiveCycle Foundation
Workbench
EXISTING APPLICATIONS & SYSTEMS
PUBLIC CLOUD
Enterprise
ECM Message Legacy
Directories Databases Information
Repository Queues Systems Systems Services
© 2010 Adobe Systems Incorporated. All Rights Reserved.

12. Content + applications
USER EXPERIENCE
Multiple Agent/ Mail & Call
Online Social Mobile Branch Email
Channels Field Fax Center
Multiple
Platforms
TOOLS CUSTOMER EXPERIENCE MANAGEMENT PLATFORM
Creative Solution Accelerators
Suite
Flash
Catalyst Dynamic Business Document
Enterprise RIA Analytics
Content Process Services
Flash
Builder
Modules
LiveCycle Foundation
Workbench
EXISTING APPLICATIONS & SYSTEMS
PUBLIC CLOUD
Enterprise
ECM Message Legacy
Directories Databases Information
Repository Queues Systems Systems Services
© 2010 Adobe Systems Incorporated. All Rights Reserved.

13. Enterprise RIA anatomy – client stack
LiveCycle ES3 Solution Application
(e.g. Field Force Automation)
eRIA Component Libraries
LC RIA
Content Collab Mosaic Server
• Custom web apps
• RIA services
Security Guides more… • Mosaic server
• Data Services
• Collab Service
eRIA Core Services
• Content (CRX)
Authentication Logging • Common libraries
• Caching
Persistence Configuration • Logging
Data Services
• User management
Context more … integration (LiveCycle ES)
• Spring-based
• OSGi-ready
Gravity
Dependency Injection Messaging
SWF/Module Loading
Flash Player
© 2010 Adobe Systems Incorporated. All Rights Reserved. 13

14. Enterprise RIA component – presentation and domain/service pattern
Client Server
eRIA Component
Presentation
View Domain & Service
Events
LiveCycle RIA Server
IDomainModel
Data Binding Foo getFoo()
setFoo(Foo f)
IPresentationModel
DomainModel
Foo getFoo()
setFoo(Foo f)
PresentationModel
{View State}
{Operations} IService
{Events} operation()
ServiceImpl
operation()
Infrastructure UtilityClasses
© 2010 Adobe Systems Incorporated. All Rights Reserved. 14

15. Content-centric RIA with CRX (future product vision)
 Common underlying repository for both content and application data/metadata
 Day CRX
 LiveCycle’s emerging enterprise RIA platform
 Mosaic catalog based on CRX
 Contextually agile applications (tile compositions) alongside contextually agile content (WCM, etc.)
 Consistent composition model
 Ability to leverage a common Package Share model for content + applications
 Common delivery platform for applications—both composite content apps (CCA) and rich
Internet apps (RIA)
 AIR, Flex, Mobile, HTML5
 Integrated tooling
 Simplify content-centric RIA building via Fiber modeling of CRX (LCDS leverage)
 Highly extensible and agile (easy to add new fields, etc. vs. traditional RDBMS)
 Single workflow model for updating site content, application content/criteria/configuration
© 2010 Adobe Systems Incorporated. All Rights Reserved. 15

16. Become more familiar with LiveCycle, RIA Services, etc.
 Adobe LiveCycle Enterprise Suite
 http://www.adobe.com/products/livecycle/
 Adobe Partner Portal
 https://www.adobe.com/cfusion/partnerportal/index.cfm
 Adobe LiveCycle Developer Center
 http://www.adobe.com/devnet/livecycle/
 Adobe Enterprise Café
 http://www.adobe.com/devnet/enterprise/cafe.html
© 2010 Adobe Systems Incorporated. All Rights Reserved. 16

17. © 2010 Adobe Systems Incorporated. All Rights Reserved.

18. Fully integrated design-development workflow
Design and Development Tools Creative Suite Tools
Flash
 Prototyping Professional
Flash
 Design / develop
Catalyst workflow
Illustrator
 Eclipse IDE
Flash
 Code profiling
Builder
 Debugging
Photoshop
 Eclipse IDE
Workbench,
 Processes, forms
RIA Plug-in & docs InDesign
Spring, WTP
 Data modeling
© 2010 Adobe Systems Incorporated. All Rights Reserved.

19. LiveCycle Mosaic ES2 architecture
Desktop Client Browser Client
Runtime Perspective Runtime Perspective
Design Perspective*
Catalog Management Perspective*
AIR Flash Player
REST (HTTP + HTTP/S)
Mosaic Server
Composite RIA View Authentication /
Catalog
Service Management Authorization
WebDAV / Spring Security
LiveCycle ES2 Foundation
Repository User Management
Tomcat
Java EE App Server
Developer Deployment Production Deployment * Preview
© 2010 Adobe Systems Incorporated. All Rights Reserved.

20. LiveCycle Data Services 3 architecture
NIO Streaming
NIO Long Poll
Long Polling
NIO Polling
Streaming
Polling
RTMP
HTTP
AMF
LiveCycle Flash Builder
PDF
Generation
Service
Edge Server Proxy Server Introspector
Rights
Management
Modeler
Process Data Plugin
Management Remoting Message
Mgmt
Service Service
Reader
Service
Code
Extensions
Generator
Production Model Driven Architecture
Print Network
Monitor
Hibernate
BAM Security
Others
Spring
Java
JMS
SQL
© 2010 Adobe Systems Incorporated. All Rights Reserved. 20

21. LiveCycle Collaboration Service – SDK makeup
Pods
High-level
Roster WhiteBoard Chat FileShare Note WebCam
Components
RTC UI Components
Webcam Pub / Sub File Pub / Sub Audio Pub / Sub Shared Cursors
Foundation
Classes
Shared Managers Shared Model
Shared Property UserQueue
Users AV Streams
Shared Collection Baton
Files Room
Pub / Sub Messaging + Permissions
Session
(Connection, Authentication, Reconnect/Failover, RMI Routing)
© 2010 Adobe Systems Incorporated. All Rights Reserved.

22. Power of the Adobe Flash Platform
One Web, Any Device* One UX, Any Device
19 of top 20 OEMS are committed to We are committed to delivering
delivering Flash customer experiences to every device
© 2010 Adobe Systems Incorporated. All Rights Reserved.