IBM's Exceptional Web Experience #IBMexperience by @IBMwebxperience Vidar Svendsen vidar.svendsen@no.ibm.com Client Technical Professional Client Solution Architect IBM Collaboration Solutions Twitter: @vidarsvendsen
What web planning? applications do you have currently or are How do you ensure a consistent, attractive, engaging web experience for your Customers, Partners & Suppliers? How do you create more sales and a higher customer satisfaction? And what about your Employees, your most valuable asset?. 2
Customers see many online experiences from your company 3
Complicated by even more online experiences from departments... Corporate Marketing ecommerce Division X Customer Service CRM 4
...customers need consistently exceptional online experiences across all channels 5
What is multichannel integration? Why does it matter? Many online experiences To one unified experience... consistently exceptional across all channels Revenue Profitability Customer Satisfaction Operational Costs Requires a unified framework to manage these capabilities Social 6 Mobile Content / Rich Media Analytics Search Integration Personalization Security
...a unified framework to manage these capabilities IBM Customer Experience Suite V8.0 IBM Intranet Experience Suite V8.0 IBM Web Experience Factory V8.0 WebSphere Portal V8.0 IBM Web Content Manager V8.0 IBM Forms V8.0 The Next Generation Intranet...Now Insight with Instrumented Web Analytics IBM Intranet Experience Suite help organizations progress on a Analytic Overlays for at-a-glance, real-time, graphical data from IBM Coremetrics directly within the web experience path to becoming a more effective social business. Seamless, Integrated Social Web Experiences in Minutes Community Pages for delivering IBM Connections services seamlessly and in context, to individual web users/roles OpenID support for single-sign via Facebook, Google, etc. Updated Content Template Catalog helps business and web developers jump-start web experience creation using an array pre-built popular web experience page templates Business-user Generated Self-Service Applications Content Authoring Made Easier IBM Forms Experience Builder for simple & multi-step workflowdriven web forms, surveys and polls - crafted with simple point & click ease Go with Mobile/Smartphone Experiences IBM WebSphere Mobile Portal Experience theme for ease in delivering web experiences to iphones, Android and Blackberries New IBM Web Experience Factory mobile multichannel web application 7 features Ne w New Home Page helps authors quickly and easily create new content, navigate to and access their favorite items & projects Existing Investments = New ROI New Web Application Bridge, WebSphere Portal Integrator for SAP and CMIS integration make it easy to integrate existing Microsoft Sharepoint, SAP, ECM and other Web applications and documents into web experiences
IBM helps you achieve the next generation customer web experience that is exceptional Mobile Social Communities Rich Content 8 Analytics Context
Multi-Channel Integration: great online experiences deliver outstanding business results for you...here are a few 60% increase in online sales conversion 85% sales conversion rate when use web tools 17% decrease in shopping cart abandon rate 30% higher rating for web self service than help desk 30% increase in referral rates Move up 3 places in national online customer satisfaction ranking 3X online sales 62% customers didn't need to call 84% faster time to find experts 2X increase self service transactions 61% faster service delivery to new customers 90% lower cost to serve customer 50% faster delivery of services to citizens 30% reduction in call center rates Click to add an outline Answer more than 1M customer questions a day *Source: Forrester, The Total Economic Impact of IBM Exceptional Web Experience March 2012. 9
In addition to core business results, web experience solutions IT Savings deliver exceptional ROI Development Agility $8.2M Reduce Call Center Cost Customer Retention $2.1M Document Management Savings $5.5M $1.25 - $3 / transaction $900K 96% ROI Online Sales Savings Faster time to publish content 65% Legacy Maintenance Avoidance $7.3M Online bill payment savings $6.3M 7 Months* Self service $5.9M Mailing Savings $2.7M $80M in 10 yrs 50% faster processing Higher web traffic +3% Low Higher web traffic 10 16% High *Source: Forrester, The Total Economic Impact of IBM Exceptional Web Experience March 2012.
Key focus areas - Content 11
Rich content can be refreshed rapidly, syndicated easily, and used in new sites Seamless publishing to social channels Enhanced inline editing for a streamlined authoring experience Seamlessly insert and edit rich media into web content Enhanced microsite wizard for marketing & business users to rapidly create new sites 12
Integrate Content from Enterprise Content Management (ECM) Systems Empowers LOB to Incorporate Information Assets into Contextual Web Experiences Enables delivery of compelling Web content including assets from ECM systems Empowers content authors to simply browse, select and include ECM documents in Web content Utilizes standards based CMIS integration enabling broad ECM system interoperability 13
Create Dynamic, Engaging Web Experiences optimized to all devices Content & site authoring for all skill sets New site wizard (microsites) Microsoft Word-based authoring Inline editing with rich-text editor WebDav support support familiar html tools (like Adobe Dreamweaver) Broadest reach Multi-lingual sites for visitors Write once syndicate to many channels 31 languages OOTB for content authors Improved governance for reduced costs Flexible workflow engine Version control Robust security framework Site management tools Fast time to market Free content templates SEO-ready Robust site search 14
Engaging customers through social channels with simple to use content syndication 15
Key focus areas - Social 16
Social Business and Social Media deliver complementary benefits to organizations Social Media Social Business as a new marketing channel Accelerate business velocity Collective creative potential Last Mile of process improvement Improve decision making Build cultures of innovation Key Benefits Encompasses organization and business processes 17 New customer interaction Increased insight New customer segments Primarily marketing and PR 1 1 McKinsey Global Survey, What Marketers Say About Working Online, 11/11
Increase Brand Awareness, Reach New Customers, and Maintain Consistency Across Channels Create once, deliver everywhere 18 Author content once, and publish to multiple channels, including social media channels like Facebook, Twitter, LinkedIn, and IBM Connections Out-of-the-box support for full-lifecycle content publishing to social media channels
Create Targeted Communities that Keep Users Engaged and Coming Back with greater Customer Satisfaction Build communities where like-minded individuals can connect, learn, and share information.. Support viewing and sharing of rich media. Ease discovery of information by supporting search via tags added by the community 19 Allow users to share their opinions and discover experts or similar users
Target the Right Experiences to the Right Users via the Right Channel, at the Right Time Deliver highly personalized, memorable experiences that that adapt to a user's preferences, behaviors, location, relationships, device, sentiment, or even time of day. Enhance cross-sell and up-sell by providing tailored recommendations based on users' similarity to likeminded folks. Increase customer engagement by allowing users to tailor their own web experiences through drag and drop. Appeal to a global audience by delivering globalized & localized sites. 20 Personalization tailors experiences to specific devices
Social Intranets - address needs of people in the field Nobody comes to intranet for corporate news, it must support their daily job Omron Europe 21
Give people the right tools & info 22
Social Intranets address another key challenges in managing your most valuable asset your people closing the knowledge gap! 23
Social Extranets Provide socially infused web content, applications, and processes that are personalized for the right user, in context of business activities and can be accessed anywhere or anytime Experts, Posts, Networks, Blogs, Wikis, Communities, Collaboration Social Content Process Anytime, Anywhere, Any Device Mobile Contextual Applications 24 Integrated, Relevant, Customized, Personalized
Key focus areas - Analytics 25
Insightful New Page Overlays Provide Critical Insight Directly in Context Optimize a Web Property for the Greatest Results 26 View the effectiveness of a page, portlet, web content or custom application through inline overlays Support for flexible new campaign and generic tags that analytics engines can query Instrument custom applications with new Web Experience Factory web analytics builder (and in RAD). Some report enablement in future CTC templates.
In Context Analytics Continued In Context: See exactly where your users focus within a page. See how often your users interact with a component Choose from a set of coremetriocs reports for the current view, right in context. 27 Multi Dimensional reports provide the right metrics at the right time (e.g. visits, clicks, conversions,...) Launch Coremetrics Dashboard for the selected UI component (Portlet, iwidget,..) for specialized and ad-hoc reporting.
Key focus areas - Integration 28
Integrating social with applications and processes in the right context drives actions and results Simple to use slider to scope page content Intuitive visualization from enterprise data for rapid insights 29 Meaningful social content and file recommendations based on context and tasks
Integrate Content from Enterprise Content Management (ECM) Systems...remember this one from before? One example of integration... 30
Simplify Enrollment and Authentication with Open Social ID Enable Users to authenticate using an existing OpenID with Portal to Authenticate Register Access shared user profile settings Provides SSO experience for your site with full control of allowed external services Implementation can be either standalone or based on Tivoli Federated Identity Manager (TFIM) Available from Solutions Catalog IBM WebSphere Portal 31
Community Pages Create communities around a specific topic Infuse social into web experiences Consistent User Experience Associate IBM Connections with relevant web content or portal page Targeted Social Content Social data is surfaced through the portal user interface Encourage sharing of ideas, driving innovation In Context Common page navigation, look and feel between IBM Portal pages and Connections Display the appropriate social content to the right users Enable selfservice, increasing customer satisfaction Extensible Customize portlets with Web Experience Factory 32 Demo: http://www.youtube.com/watch?v=ofvwz9ma8nk
Key focus areas - Mobile 33
Deliver rich and consistent multi-channel experiences anywhere with a Responsive Approach for All Sites A combination of device width, resolution, and device type triggers changes 34
Responsive Web Design - Breakpoints ios Resolutions Source: http://opensignalmaps.com/reports/fragmentation.php 35
Responsive Web Design - Breakpoints Android Resolutions Source: http://opensignalmaps.com/reports/fragmentation.php 36
Benefits for you as a Web Experience customer Personalized experiences within the container - My Health - Find a Provider - Products and Services Member You can: Extend existing web experiences to mobile Distribute web experiences through app stores - My Business Manager - Discounts/ Values - Products and Services Agent Extends Portal apps with on-device capabilities Camera, Video, GPS, Scan, etc, etc Provide many personalized experiences within a single container Deliver multiple application experiences within a container based upon portal authentication, roles, personalization, access control, etc... Layout driven by portal themes 37 Container - My Health - BluesEnroll - Find a Provider - Forms Employer
WebSphere Portal + IBM Worklight Extending Exceptional Web Experience Delivery Web Sites Integrated content/applications into a unified web experiences optimized for desktop browsers Mobile Web Mobile Hybrid Optimized for mobile browsers (phones, tablets) using themes and responsive web design Extending Portal experiences to ondevice and app stores with entitled IBM Worklight capabilities NEW! Strong multichannel capabilities today... 38...extended even further! Announcement: http://ibm.co/qh2u9a
The details... 39
IBM Web Experience Platform V8 Overview Social: New Community Pages support lets you more readily scope and place IBM Connections portlets in the right Portal and Web Content Manage context OpenID Authentication enables portal users to authenticate with public social network credentials, such as a Facebook ID New Article, Blog and wiki templates drive expert, social contributions New IBM Connections Files and Profiles Entitlement Mobile: New IBM WebSphere Mobile Portal Experience theme helps control the look and feel, page navigation, and content navigation on a smartphone IBM Web Experience Factory: Dojo Mobile tooling for building engaging mobile experiences Client Side Architecture reducing reliance on bandwidth and improving responsiveness of mobile applications IBM Form Experience Builder - Android and ipad support Managed/Content Driven Managed Pages provides a simplified way to create and manage portal pages and web content using a new integrated toolbar. New page project draft, preview and and syndication processes provide a robust and integrated method for performing web site management Optimized, modular, high performance theme for enhanced control of web site design, orchestration and delivery New Content Template Catalog (CTC) New WCM Home Page provides a customizable and user-friendly view of frequent activities and tasks IBM Forms Experience Builder 40
IBM Web Experience Platform V8 (Continued) Integrated: Integrate with ECM and other systems through Web Content Manager support for the CMIS standard. Integrate SAP NetWeaver Portal navigation seamlessly into with WebSphere Portal Integrator for SAP New IBM Web Experience Factory Content Management Interoperability Services (CMIS) Builder to easily access data stores like Filenet and Microsoft Sharepoint. Enhanced Web Application Bridge Insightful: Web Analytics Page Overlays deliver in-place, real-time web page and channel delivery analyses. More flexible options to tag pages, portlets, or web content and measure their usefulness through Campaign and Custom tags. Total Cost of Ownership: IBM Installation Manager support providing a faster, streamlined install, unintstall, modify and update process for administrators Search enhancements provide optimize WebSphere Portal and Web Content Manager search results New Configuration Wizard for Administrators 41
In summary: IBM Web Experience Platform - Version 8 Engaging Anywhere Seamless integration of social to engage and excite customers with Community Pages that deliver Connections services in context for customers and OpenID support for easier sign-in via Facebook, Google, etc. Easier delivery of new mobile capabilities to customers with iphones, Android, Blackberries using IBM WebSphere Mobile Portal Experience More engaging and meaningful ways to capture customer feedback and innovation with business user generated applications from IBM Forms Experience Builder Easier delivery of a seamless multichannel web experience for customers with new Web Experience Factory capabilities Targeted Trusted Faster time to market with rich engaging websites in minutes with prebuilt Content Template Catalog designs More responsive marketing and self service content with easier to use content authoring for all skills with new micro-site wizards, in-line editing, and new Home page author experience 42 Deeper insights to adapt to customer needs from analytic overlays at a glance, real-time graphical data from Coremetrics directly on web page Improve customer capabilities w/o new investment with new easier integration to Microsoft Sharepoint, SAP, other web applications from Web Application Bridge and WebSphere Portal Integrator for SAP
Vidar Svendsen vidar.svendsen@no.ibm.com Client Technical Professional Client Solution Architect IBM Collaboration Solutions Twitter: @vidarsvendsen 43