Creating an exceptional rich social web and work experience (10-11-2012)

© 2012 IBM CorporationOctober 11, 2012

Creating an Exceptional Social Creating an Exceptional Social Web and Work ExperienceWeb and Work Experience

© 2012 IBM Corporation2

AgendaAgendaIBM Web Experience Management Strategy (6 Key Capabilities with Customer examples and demo)

•IBM’s Web Experience Management Strategy

1.Easier Creation of Content: (Create Dynamic, Engaging Web Experiences that delight your users)

• Globalization

• Simplified creation of Content for LOB

• In-Line Editing

• Rich Editor and MS Office integration

• Rich Digital Media, Formatting and Streaming and Documents

• Page Customizer and Easy drag and drop Customization

• Content Template (CTC) and Solution Catalogue

2. Personalization: (Target the Right Experience to the Right User at the Right Time)

• Profile, Attribute and Recommendation

3. Social Infusement: (Improve Loyalty by Enabling Users to Socialize)

• Sharing and Managing content across social media platforms like Facebook and Twitter etc..

• Tagging, Book Marking and search integration

• Ideation blogs, Wikis and Communities

4. Analyze and Improve Insight: (Optimize the User Experience to Maximize Results)

• Web Analytics for a Business user to measuring effectiveness and adapt the fine tuning the user experience

• Dashboard to improve intelligent Decision making and actions through insight

5. Reach across Multiple Channels

• Mobile, Web, Kiosk, Email

• Mobile Sites and Mobile Applications

6.Speed of Integration Methods (Leverage what you own, by integrating and enhancing your assets)

• Presentation

• Application

• Services


Gartner

User Experience Mgt (UXP)

Channel Optimization (OCO)

Analysts are beginning to cover the larger “Web Experience Management” (WEM/UXP/CXM) market.

WEM brings together Content, Documents, Rich Media, Digital Campaign Marketing, Forms, BPM, Social, Portal, eCommerce Personalization, Rules, Mobile Web, Mobile Apps, Search, Campaign Management, Web Analytics Testing & Optimization and into one easy-to-use integrated solution.

Forrester

Customer Experience Mgt (CXM)IDC

Web Experience Mgt (WEM)

Web Experience Management is the New WCMWeb Experience Management is the New WCM


IBM’s Customer, Web and Work Experience StrategyIBM’s Customer, Web and Work Experience Strategy


WebSphere Portal Leverages what you have todayWebSphere Portal Leverages what you have today

role-based

composite applications

in context

process-driven

IBM WebSphere Portal

role-based

composite applications

in context

process-driven


WebSphere Portal provides integration at the glass.

It provides a secure single point of role based personalized dynamic interaction for information, people, and processes anywhere, anytime to any device

It provides Framework, Collaboration, Content, and Integration Services

WebSphere Portal provides integration at the glass.

It provides a secure single point of role based personalized dynamic interaction for information, people, and processes anywhere, anytime to any device

It provides Framework, Collaboration, Content, and Integration Services

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Create Dynamic, Engaging Web Experiences Create Dynamic, Engaging Web Experiences that Engages Your Customersthat Engages Your Customers

●Increase responsiveness by empowering business owners to manage the creation & delivery of dynamic in-line editing and creation of web content, entirely new websites or micro-sites, mashups, rich media & documents.

●Leverage existing skill sets and familiar tools to control the web sites' look & feel (e.g, Dreamweaver) or create content for your favourite Office productivity tool (Microsoft Word, IBM Symphony).

●Improve site consistency, quality, and accuracy with a configurable workflow capability and Rich Web 2.0 and Digital Media Web Experience with Friendly URL for improved search optimization

●Reduce the cost of web operations with a robust Page Customizer ,Site Builder Wizards and easily manage the site for content creation, document Integration and grouping WCM and Portal changes for deployment of Projects

●Speed time to market with a rich set of pre-built templates. The Content Template Catalogue (CTC) dramatically eases process of setting up a WCM page or site – simply select from the pre-built components and build up a site

Demo


IBM Forms Experience BuilderIBM Forms Experience Builder

• Customer Engagement & Insight Engaging, personalized & differentiated user

interfaces for customer interaction in IBM

WebSphere® Portal

• Ability to react Applications are simple to create, change, and

make available

Quickly respond to market insight and customer

changing needs

• Expanding Reach – Multi-channel & Platform

First class portal citizen

Applications can be simultaneously available on

Facebook™, sent out via Twitter™

Agile, self-service user interfaces

Demo


Target the Right Experience to the Right User Target the Right Experience to the Right User via the Right Channel at the Right Timevia the Right Channel at the Right Time

● Deliver highly personalized, memorable experiences that that adapt to a user's preferences, behaviours, location, relationships, device, sentiment, or even time of day.

● Enhance cross-sell and up-sell by providing tailored recommendations based on users' similarity to like-minded folks.

● Keep online experiences dynamic and relevant by leveraging campaign management tools to drive automated, personalized email and web campaigns

● Increase customer engagement by allowing users to tailor their own web experiences through drag and drop.

● Appeal to a global audience by delivering globalized and localized sites.

Personalized Experiences Drive Big Business Benefits:

●Personalization can increase conversion rates by 70% http://searchenginewatch.com/3634419

●“The majority of marketers who have implemented strategic personalized marketing techniques have seen decidedly greater success over traditional mass marketing approaches” CMO Council

●66% of shoppers report purchasing additional products based on merchant recommendations at least once in a while, with 21% doing so most or all of the time. Emarketing and Commerce

●Profile

●Attribute

●Recommendation


• HSBC deployed WebSphere Portal in all of its channels (Branches, Contact Centers, Internet, Mobile and Self Service)

• Over 50 million customers• Personalized content based on account level and usage• Regionalized content delivered to over 40 countries/languages• Scalability to meet increased demand

> 50K concurrent user capacity at one site alone• Portal supports lines of business:

Personal Financial ServicesCorporate BankingPaymentsInsurancePremierStock Trading

• Support Mobile Devices

http://www.hsbc.com

HSBC: Multi-Channel Personalized Portal HSBC: Multi-Channel Personalized Portal

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Mr Parsons,

Mr Hicks,

Mr Hamilton,Banners using customer data held in the back-end

Intelligent content Intelligent content realized a 35% improvement in marketing campaign revenuerealized a 35% improvement in marketing campaign revenue

Mr Bannister,you can protect your family with our affordableterm life plan ‣ find out how


Same targeted offer – different content or scriptingSame targeted offer – different content or scripting

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Which picture had the best click thru rate on the Home Page?

A B

C D

23% uplift just from changing a

door color! Who would

have guessed?

1.75%

1.71% 1.88%

2.30%35% Difference

Between Best & Worst

The optimized content can be anything

– image, text, links or tools


Optimize the Customer Web Experience to Maximize ResultsOptimize the Customer Web Experience to Maximize Results

Leverage analytics to:

●Improve user engagement by measuring and then fine tuning the customer experience

●Intelligently manage your marketing resources

●Make better decisions faster

Experience Suite supports:

●Out-of-the-box integration to the leading analytic providers: Coremetrics, WebTrends, Unica, & Omniture

●Ability to create sites optimized for search engines

Gain deeper business insights with Analytics:


OracleDatabase

SQL Database Hyperion

ERP, CRM, HCM, SCM Applications

…Information Spans across Operational Data Sources and BI tools 50% of companies have between 4-13 different BI solutions

(Forrester)


IBM WebSphere Experience Factory

WebSphere Portal provides a secure role based personalized composite view of the information across a multi- channels user experience without re-write Automated tool that provides 160+ pre-built builders to

integrate to Applications and Data Sources like Cognos Hyperion, JDBC, Oracle, SQL DB2, SAP, Domino SharePoint Web REST Services to Accelerates deployments 40-70% over traditional development.

Optimize Your We Experience by Gaining Deeper Business Insight Optimize Your We Experience by Gaining Deeper Business Insight

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Improve Customer Loyalty by Enabling Users to SocializeImprove Customer Loyalty by Enabling Users to Socialize

● Support conversations and information sharing with and between users with capabilities such as wikis, blogs, forums, communities, ratings, commenting, tagging, shared bookmarks & files, and activities for organizing work & ideas.

● Allow users to find the right people based upon their profile: expertise, projects, responsibilities, and interests.

● Enable customers to get problems resolved quickly with click-to-chat functions.

● Improve SEO and brand awareness by syndicating content across the web, into other online properties, such as Facebook.


Community PagesCommunity PagesInfuse social into web expereinces Infuse social into web expereinces

Consistent User Experience

Common page navigation, look and feel between IBM Portal pages and Connections

Social data is surfaced through the portal user interface

In Context

Associate IBM Connections with relevant web content or portal page

Targeted Social Content

Display the appropriate social content to the right users

Extensible

Customize portlets with Web Experience Factory

Enable self-service,

increasing customer

satisfaction

Create communities

around a specific

topic

Encourage sharing of

ideas, driving

innovation

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Community Page PortletsCommunity Page Portlets Blogs Summary:

Community Overview:

Member Summary: Forums – Summary + Detail:

Portlets will also support anonymous access

16Demo


Reach Across Multiple ChannelsReach Across Multiple Channels – – Mobile, Web, Kiosk, Email...Mobile, Web, Kiosk, Email...

●Utilize built-in support for client detection to return the appropriate pages and content depending upon the device

●Leverage one common theme to deliver content through the browser to deskop + mobile

●Leverage out-of-the-box tooling to create a single application that can support both smartphones and full-sized desktop browsers.

●Add on: Use the Mobile Module to dynamically adapt content to the unique display characteristics of over 8,000+ different mobile device types, including smartphones

●Worklight for Html5, Native or Hybrid Mobile Applications

Complete Mobile Experience with Responsive Design


Page Navigation: Carousel

Content Navigation: Carousel

Transitions: slide from left or right

Interaction: taps or swipe to navigate pages and portlets


Content Navigation: Accordion

Transitions: slide from left or right, portlets expand

Interaction: tap or swipe to navigate pages, + to expand and collapse


Content Navigation: Select

Transitions: slide from left or right, portlet thumbnail carousel

Interaction: tap or swipe to navigate pages and portlets, tap portlet thumbnail

Deliver the Mobile Experience Users ExpectDeliver the Mobile Experience Users ExpectSupport rich mobile interaction patterns such as swipe, carousel, accordion & swap


Mobile Strategy: A Responsive Approach for All SitesMobile Strategy: A Responsive Approach for All Sites

A combination of device width, resolution, and device type triggers changes

Demo


ING US Mobile Application ING US Mobile Application

The ING US app is a customer-facing, mobile banking, hybrid application that supports the following main features:• 3-step user authentication• App features overview and other product

promotions• Organization contact information• Geo-location-enabled ATM locator• Personal accounts overview including

balance, recent and pending transactions• Funds transfer capability• CheckMate: Remote check deposit capability

This application is available for iPhone and Android environments

Log-in screen requires users to submit 3 components:•Customer number•Secret question•PIN code

Log-in screen requires users to submit 3 components:•Customer number•Secret question•PIN code

In-app promotions that are fed and refreshed directly from the server.

In-app promotions that are fed and refreshed directly from the server.

Ability to connect with not only corporate back-end systems but also cloud-based services.

Ability to connect with not only corporate back-end systems but also cloud-based services.

ATM Locator screen leverages geo-location data fed by either the GPS or antenna triangulation.

ATM Locator screen leverages geo-location data fed by either the GPS or antenna triangulation.

Accounts overview page pulls data from the server in run-time. Client/Server communication is encrypted.




Remote deposit functionality, allowing users to use the camera to send an image of the check to the bank for further processing.

Remote deposit functionality, allowing users to use the camera to send an image of the check to the bank for further processing.


Presentation Level

Portlets JSR 168 and 286

WAI Web Application Integrator

iWidgets

RSS Feeds

Application and Service Level

Web Services

WSRP

REST API's

Integration Methods Across Heterogeneous Integration Methods Across Heterogeneous Systems to Deliver New ValueSystems to Deliver New Value


A model based IDE development tool making it easier and 40-70% faster than traditional coding to develop exceptional web experiences

Includes 160+ pre-built builders the accelerate development time. Examples include:

• Standard based Back-end connectors including Rest APIs, Web Services, Databases• Proprietary back-end connectors to systems like SAP, Peoplesoft ,Siebel, Domino and More…• Pre-built business logic builders for transformation and manipulation of content

• Pre-built Front-end builders for building sophisticated mult-channel applications like Ajax and Dojo Widgets

• common user interface patterns for lists, tables, forms, etc.

Dynamic profiling allowing you to write once deploy on many platforms with minimal effort

Fast Simple development Write once deploy many

Web Experience Factory Web Experience Factory Simplifies Application and Service Integration Simplifies Application and Service Integration


Advantages of the IBM solution Advantages of the IBM solution

• Engaging - Drive innovation and improve collaboration thru socially-infused experiences

• Targeted - Increase customer satisfaction by delivering experiences tailored to a user's location, attributes, preferences and behaviors

• Device and channel specific - Leverage built-in support for client detection to return the appropriate pages and content depending upon the device

• Integrated - Speed time to market with a core platform and out-of-the-box connectors to other systems

• Instrumented - Support evidence-based decision making through analytics for optimization

Speed time to market and reduce the total cost of Web operations

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Versatile and Proven•IBM WebSphere Portal is the most versatile and proven product in the enterprise portal market.

Completeness of the Solution•WebSphere Portal remains a vital component in the IBM vision, whether it's on the forefront of efforts in the customer-facing case or as a fabric in B2E cases.

Experienced•IBM WebSphere Portal has long experience as a technology foundation for complex portal scenarios … inside, outside and among enterprises

Unmatched B2C, & B2E Capabilities•While most new WebSphere Portal deployments are external facing, IBM has experience and capability in B2E situations that is unmatched by nearly any other provider.”

Usability•The need for business appeal and agility is well-reflected in WebSphere Portal…easier and less expensive to install and manage for IT and much easier to use for businesspeople.

Rich Social Web Experience and TCO•Product enhancements are numerous, centering on "rich, social Web experiences, improved total cost of ownership (TCO) and serviceability

Scalability•WebSphere Portal continues a long track record of successful deployments by a large customer base across a wide range of complex deployment scenarios, including high scalability environments.

Why IBM?Why IBM?

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Exceptional Web Experiences RecognizedExceptional Web Experiences Recognized

2012

BlueCross BlueShield Tennessee– Member Portal 2012 WEBAWARD – Web Marketing Association (Outstanding Website)

Cigna Corp. – Member Portal2012 InformationWeek Top Ten Technology Innovations Award (Winner)

Wells Fargo – Retirement Dashboard2012 Communicator Award of Excellence, Online Advertising & Marketing (Winner)

Zavarovalnica Triglav2012 WEBSI Online Champion Award – B2B and B2C (First Place)

King Faisal Specialist Hospital & Research Center2012 Digital Excellence Award - Ministry of Communication & Information Technology (Winner)

Staples – Employee Intranet 2012 Intranet Design Award, Nelson Norman Group (Winner)

2011

City of Honolulu – Citizen Portal 2011 Digital Cities Survey (Winner)

CareFirst BlueCross BlueShield – Member Portal 2011 WEBAWARD – Web Marketing Association (Outstanding Website)

US Tennis Association – US Open Site 2011 WEBAWARD – Web Marketing Association (Best Sports Website - Winner)

RBC Royal Bank – Online Banking Site 2011 Best Consumer Internet Bank in Canada - Global Finance Magazine (Winner)

AMP Limited – Employee Intranet 2011 Intranet Design Award, Nelson Norman Group (Winner)

BMO Financial Group – Online Business Banking 2011 CIO 100 – CIO Magazine (Winner)

Dubai Government – eGovernment Site 2011 Middle East eGovernment and eServices Excellence Award – Best eGovernment Portal (Winner)

Qatar National Government – eGovernment Site 2011 World Summit Award – Arab e-Content Award (Winner)


2010RBC Royal Bank – Online Banking Site 2010 Surviscor’s Online Banking scorCard (Winner)

AMP Limited – Employee Intranet 2010 Intranet Innovation Award, Step two Designs (Gold award: Communication & Collaboration)

IBM – developerWorks 2010 Forrester Groundswell Award – Forrester Research (Winner: B2B division)

IBM – developerWorks 2010 US SMB Social Media Marketing Award – AMI-Partners (Winner: Community Development award)

Lufthansa – Customer Site 2010 WEBAWARD - Web Marketing Association (Best Airline Website)

Finnair – Customer Site 2010 WEBAWARD - Web Marketing Association (Airline Standard of Excellence)

Boston Medical Center – Patient Site 2010 WEBAWARD - Web Marketing Association (Outstanding Website)

US Tennis Association – US Open Site 2010 Webby Award Nominee – Event Site (Finalist)

Cars.com – Customer Site 2010 WEBAWARD - Web Marketing Association (Automobile Standard of Excellence)

Brocade Communications – B2B Site 2010 WEBAWARD - Web Marketing Association (B2B & Technology Standard of Excellence)

International Enterprise Singapore – G2B Site2010 WEBAWARD - Web Marketing Association (Government Standard of Excellence)

Tyco International – B2B Site 2010 WEBAWARD - Web Marketing Association (B2B Standard of Excellence)

Omron Europe – Employee Intranet 2010 Intranet Innovation Award, Step two Designs (Gold award: Frontline Delivery)



2008Duke University Health System – Patient Portal2008 Healthcare Informatics Innovator (Finalist)

Bharti Airtel – Mobile Portal2008 Strategy Analytics Wireless Media Lab (Best Portal)

Spatial Information eXchange Portal2008 Delivering the plan – Business (NSW Premier's Gold Award)

State of Missouri – Emergency Response Information System Portal2008 Computerworld Honors (Laureate)

2007Miami-Dade County – Housing Central Portal2007 Digital Government Achievement Award (Winner)

City of Helsinki – Citizen Portal2007 UN Report: Digital Governance in Municipalities (#1 in Europe)

AO Foundation – AO Surgery Reference2007 International Health & Medical Media Award (Winner)

2009

Los Angeles County – Municipal Portal2009 National Association of Counties Achievement Award (Winner)

HSBC Bank Brazil – Employee Portal2009 Intranet Design Award, Nelson Norman Group (Winner)

Saudi Shoura Council – eGovernance Portal2009 Best Website for Parliaments (Winner)

U.S. Nuclear Regulatory Commission – Electronic Information Exchange 2009 Excellence.Gov Award (Finalist)

City of Gothenburg – Citizen Portal 2009 GT Newspaper Achievement Award (Recognized)

US Army Publishing Directorate – Army Action Tracking System 2009 Army Knowledge Management Award (Winner)



Thank You

MerciGrazie

Gracias

Obrigado

Danke

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