Harness the Power of an Improved Digital Experience

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Harness the power of an Improved Digital ExperienceUpgrade the Platform. Upgrade the Experience.

TIM REILLYPractice Director, Digital

Experience

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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





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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 ImplementationsA 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.

3






EmployeeExperiences Customer

Experiences Partner Experiences

Prolifics Digital Experience Practice






Bring customers and partners into the conversation

Capabilities of IBM Digital Experience Solutions






Digital Experience Platform







Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013






Slightly embellished history of …“e” to “my” to “i“ to “digital”.

• “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






What comes to mind thinking about upgrading?

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?






Upgrade!My upgrade journey may be similar to

yours






Where do we need to be?

• 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?






How do we get there?

• 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.






What do with it?

• Training plans for:

• IT• Help Desk• End Users• Business stakeholder

• User Adoption

• User Adoption Strategy• Gamification

EnhanceCreate

Transform






Bring customers and partners into the conversation

Dig

ital C

ap

ab

ilit

y

Digital Transformation






• 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• Governance is important:

• Governance around vision.

• Governance around the process of change.






Users have new expectations






• 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






• 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





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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

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• 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.







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

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Social Portal Pattern

“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










Emerging interactions and influences







May 22, 2014







IBM Opens Up Its Watson Cognitive Computer For Developers Everywhere

November 14, 2013






• 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)


• 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?






Imagine What’s Possible!





Harness the Power of an Improved Digital Experience

Technology

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