Amplify 2017 PowerPoint Template

Session #1785

Seven Ways to Maximize Return on Your Digital Experience Investment"

Glenn KlinePrincipal, Digital Experience Platforms

I can get ROI from a pure technical

Digital Experience implementation,

right?

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Major travel company wanted to rebuild reservation app

• Each second in call handle time translates to $108,000 per year

• Existing reservation app was an X Windows desktop app, let’s rewrite it in a web app

Call handle time went up 22 seconds when the system went live

• Instant ROI of negative 2.3 million per year!

• Does not include cost of hardware, software, or labor

Let’s Start with what NOT to do!

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• Simply approached the project as a “like for like” re-platform

• Did not spend time to learn how reservations agents did their job

• Did not do any usability testing

• Did not have the right technical skills on the project

What went wrong?

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A Better Approach

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Design for the customer

• Comparative analysis

• User research

• Experience mapping

• Prototyping

• Usability testing

• Design and Implementation

15

Improve Customer Satisfaction Fuel Revenue GrowthChurn, upsell, acquisition

15 20%

Lower Cost to Serve Engage Employees

%

toUPUP

DOWN 20 %

20%

20%to 30 %

UP

Journey-Led Transformations = Results

%

to

The Overlap Between Business and IT Needs and Customer Wants is the

Happy Place

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Digital Transformation is a Journey,

not a Destination

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Do you want to be a Digital Predator or Prey?

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“By 2020 every business will become a digital predator or digital prey.”

– Forrester Research

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From Digital Prey to Digital Predator

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Digital customer experience(Differentiators)

Digital operational excellence(Efficiencies)

Competitorsdon’t want youto innovate

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CX leaders are outperforming the S&P 500 index by more than 35% over an 8 year period.- Watermark Consulting

73%

60%

73% of businesses claim that improving CX is a strategic priority

When companies prioritizeCX, they generate 60%higher profits than theircompetitors.

Performance “We are launching in a week and performance is slow.

Perhaps we should run a test.”

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Does performance really get you ROI?

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calculated that a page load slowdown of just one second could cost it $1.6 billion in sales each year.

calculated that by slowing its search results by just four tenths of a second they could lose 8 million searches per day.

Source – FastCompany https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales

• Consider Performance in Every Decision You Make

• Caching: Nothing matters more!

• Browser caching

• Web server caching

• Markup caching

• WCM caching

• Object caching

• Performance Testing and Tuning

• Start with realistic base scenarios

• Test, monitor, tune and retest

• Have the right technical roles to support testing

• Make sure to monitor in production

• Asynchronous page rendering (Ajax) with modern UI frameworks

• User experience impacts performance

Operational Excellence – Performance Best Practices

15

Monitor

TuneRetest

Test

How does performance get me ROI?

Well, the list is endless…

• Better customer experience leads to greater conversions, higher satisfaction and repeat business

• Lower support costs

• IT can focus on innovation and business value instead of tuning

ROI Through Performance

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Agile Development“We estimate we deliver projects 30% quicker using Agile vs Waterfall.”

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• Large DX project with multiple phases over a couple of years

• Project team was ready to go

• Client said “You need to adhere to our gating process.”

Following a methodology for the methodology’s sake

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This is how it was described

• 30% increase in project time

• No flexibility for change

• Business grew increasingly frustrated

• Missed deadlines

Following a methodology for the methodology’s sake

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This is what the gating process felt like

“If we didn’t use Agile, we would still be developing today.”

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Think “Inside the Box”Digital Experience is a Toolbox, Know what is in it.

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Don’t spend money to build when you can use product capabilities.

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Capability Benefits

Personalization Engine • Visibility rules• Content selection• Device profiling

Watson Content Hub (Available to DX 9.0)

• Cloud based content as a service• Technology agnostic• Multi-channel content delivery• Intuitive authoring

Script Application • Develop in modern scripting technologies• Technology agnostic• Still can leverage portal APIs, WCM tags

and security

Extension Points • Modular themes, page parameters, resource environment providers, login filters, Dynacache, property extension DB, etc.

Modern Development Techniques

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MEAN Stack

Increase efficiency using modern software engineering techniques and tools

24

MERN StackSchemaless NoSQL DB

Web application framework in Node for SPA and MPAs

JavaScript framework for UI development

Server side JavaScript execution environment

DevOps“You don’t buy DevOps, you do it.”

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Do you share this pain?

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4-6 weeks to deliver a simple code change?

41% experience delays in integration, configuration and testing of applications

Delays of 41%for installing and configuring applications

Up to 50% of applications get rolled back in production

45% experience delays due to troubleshooting and fine-tuning issues in production

3-4 weeks avg. time to isolate defects

Where are you on the maturity scale?

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Continuous DeliveryCommunication,

Collaboration, Integration, Automation.

Time-to-Value(satisfaction),

Speed of Change (velocity),

Manual activityreduction

(quality).

Agile Development

Individuals and interactions over

process and tools.

Continuous Integration

Code integrated into a shared repository frequently, built and

verified.

Automated Delivery

Software built such that it can be

released to any environment

(including production) at any

time.

basic managed predictive autonomous

DevOps Perspective

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1. DevOps is about transforming application development and delivery in order to accelerate digital innovation. So DevOps is a topic for both business and IT roles in the organization.

2. You don’t buy DevOps, you do DevOps. DevOps is an approach, a mindset – a combination of culture, process and technology

(including infrastructure, tools and services).

3. DevOps is not only about the hand-off between Development and Operations. DevOps is about applying lean and agile

principles across the application delivery lifecycle (biz-dev-test/QA-deploy-operate) to achieve continuous delivery.

Key concepts: automation, feedback loops, continuous integration, continuous testing, continuous deploy, agile/scrum/iterative

TBD

Analytics

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What is most important to you?

1. Customer Experience

2. Digital Transformation

3. Delivery Methodology

4. Modern Development Techniques

5. Think “Inside the Box”

6. Performance

7. DevOps

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Visit us at booth 540 to see our demos and to learn more.

Session #1785

Seven Ways to Maximize Return on Your Digital Experience Investment"

Glenn KlinePrincipal, Digital Experience PlatformsGlenn.Kline@Perficient.com

• IBM Cloud Video integration with IBM DX and Connections

• CoreMedia integration with IBM Watson Commerce

Notices and Disclaimers

Copyright © 2017 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM.

U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM.

Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. THIS DOCUMENT IS DISTRIBUTED "AS IS" WITHOUT ANY WARRANTY, EITHER EXPRESS OR IMPLIED. IN NO EVENT SHALL IBM BE LIABLE FOR ANY DAMAGE ARISING FROM THE USE OF THIS INFORMATION, INCLUDING BUT NOT LIMITED TO, LOSS OF DATA, BUSINESS INTERRUPTION, LOSS OF PROFIT OR LOSS OF OPPORTUNITY. IBM products and services are warranted according to the terms and conditions of the agreements under which they are provided.

Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice.

Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary.

References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business.

Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. Amplify 201731

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