When Content Meets Applications

When Content Meets Applications (revised) Craig Randall | Principal Scientist, Adobe | @craigsmusings

Adobe CEM revolutionizes how enterprises engage with customers and how customer experience is delivered

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

Current customer experience online… It’s real jungle 4

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 5

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

What the customer wants Customer / Citizen /  Personalized, responsive experiences Partner  Right experience for right task for the right device  Multi-channel communication

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 Mobile Desktop / offline

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

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

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 Enterprise Business Document Analytics Content RIA 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

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 Enterprise Business Document Analytics Content RIA 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

LiveCycle Rich Internet Application (RIA) Services LiveCycle Mosaic LiveCycle Collaboration Service LiveCycle Data Services Assemble intuitive, personalized Build real-time, multi-user Improve the performance and and highly productive applications collaboration into existing or new simplify the development and through a composite RIA rich Internet applications integration of your RIA framework application with backend systems 13

LiveCycle Mosaic Composite RIA Framework for rapidly assembling intuitive, personalized and activity-centric RIA applications that aggregate existing enterprise applications Increased productivity  Intuitive and consistent  Personalized  Activity centric Improved decision making and response time  Context aware  Aggregation from multiple sources 14

LiveCycle Mosaic – developing composite RIAs  Composition approach to application development  Client side communication between application components  Comprehensive ActionScript and JavaScript API – HTML and Flex integration  Central catalog for housing all reusable application components  Out-of-the box skins, shells and layout managers  Pluggable component model  Integrates with existing SSO, directory and entitlement management solutions 15

LiveCycle Mosaic – UI components Shell View Panel Tile View organizer 16 16

LiveCycle RIA anatomy – client stack LiveCycle ―ES Next‖ Solution Application (e.g. Field Force Automation) RIA Component Libraries LiveCycle Content Collab Mosaic RIA Server Security Guides more… • Custom web apps • RIA services • Mosaic server RIA Core Services • Data Services • Collab Service Authentication Logging • Content (CRX) • Common libraries Persistence Configuration Data Services • Caching • Logging Context more … • User management integration (LiveCycle ES) Gravity • Spring-based • OSGi-ready Dependency Injection Messaging SWF/Module Loading Flash Player More: http://craigrandall.net/archives/2010/10/realizing-great-customer-experiences-with-livecycle-es3/ 17

Experience-oriented architectural approach Presentation Infrastructure Domain Integration  Customer-driven and design-led  Maximize potential reuse  Interface-based component interactions  Bundles for logic, UI, etc. 18

LiveCycle RIA component patterns Client Server RIA Component Presentation LiveCycle ES3 RIA Server View Domain & Service Events IDomainModel Data Binding Foo getFoo() setFoo(Foo f) IPresentationModel DomainModel Foo getFoo() PresentationModel setFoo(Foo f) {View State} {Operations} IService {Events} operation() ServiceImpl operation() Infrastructure UtilityClasses 19

Custom view and presentation model Presentation RIA Component Domain & CustomView Events Service Data Binding IPresentationModel CustomPresentationModel {View State} {Operations} {Events} Infrastructure UtilityClasses 20

Custom application façade Customization Façade AppDomainModel RIA Component Presentation eRIADomainModel serviceDelegate Domain & Service View Events Foo getFoo() IDomainModel setFoo(Foo f) Foo getFoo() Data Binding Bar getBar() setFoo(Foo f) setBar() IPresentationModel DomainModel Foo getFoo() setFoo(Foo f) PresentationModel IServiceDelegate {View State} operation() IService {Operations} operation() {Events} ServiceDelegateImpl ServiceImpl backendService operation() operation() Infrastructure UtilityClasses 21

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 22

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  Soon to incorporate the Day community!  Craig’s blog  http://craigrandall.net/ 23

Fully integrated design-development workflow Design and Development Creative Suite Tools Tools Flash  Prototyping Profession Flash al  Design / develop Catalyst workflow Illustrator  Eclipse IDE Flash  Code profiling Builder  Debugging Photoshop Workbenc  Eclipse IDE h, RIA  Processes, Plug-in forms & docs InDesign Spring,  Data modeling WTP

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 User Repository Management Tomcat Java EE App Server Developer Deployment Production Deployment * Preview

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 Service Reader Code Extensions Generator Production Model Driven Architecture Print Network Monitor Hibernate BAM Security Others Spring Java JMS SQL 27

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)

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

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When Content Meets Applications

by Craig Randall on Nov 03, 2010

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When Content Meets Applications — Presentation Transcript