IBM Exceptional Web Experience Portal V7
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IBM Exceptional Web Experience Portal V7
- 1. IBM WebSphere Portal 7: Exceptional Web Experience Software ©2011 IBM Corporation @mariopd #getsocial11
- 2. Una experiencia excepcional web puede … ©2011 IBM Corporation
- 4. 2011 – El año de enfocarse en EL CLIENTE
- 5. ©2011 IBM Corporation 2010 IBM Global CEO Study High-performing companies differentiate themselves in three ways... … y de los analistas “ The User Experience Platform (UXP): the next big step in user interaction technologies and methodologies” - Gene Phifer, Managing VP, Gartner … de los CEOs IBM.com/CEOStudy
- 6. ©2011 IBM Corporation Prioridad: Retener a los Clientes Source: Gartner, Inc. Gartner CEO and Senior Business Executive Survey, 2010: Anticipating the Post-Recession Landscape 19 March 2010 “ A focus on customers at the top of the list is usual. This year, the "existing customers" imperative is a higher priority than "attracting new customers."
- 7. Comunidad Digital y Penetración ©2011 IBM Corporation
- 9. IBM Software | Web Content Management Personalización Integrar Servicios de Terceros Ventana Multiservicio Usabilidad y Multicanal
- 10. Plataforma para una Exceptional Web Experience ©2011 IBM Corporation Personalización Integrar Servicios de Terceros Ventana Multiservicio Usabilidad y Multicanal
- 11. Plataforma para una Exceptional Web Experience Exceptional Web Experience Creación Audiencia Optimiza IBM Software | Lotus Web Content Management
- 12. Permita que administren su contenido con Editores Asistente gráfico para crear Micrositios rápidamente Personalización para mejorar el look-&-feel del website Edición en línea elimina la complejidad y provee interfaces de fácil uso Seguridad robusta para controlar el contenido Flujos de revisión y aprobación para un mejor ciclo de vida del contenido Integración con sistemas de manejo de imágenes para proveer la gestión completa de los videos, audios, captura de imágenes Creación de Contenido Web
- 14. Audiencia – Presentación en Mobile devices ©2011 IBM Corporation
- 17. Portal Framework for Mobile Solution Delivery 1 2 3 4 5 6 Integrate with your back-end systems, including web content management Are personalized to a user's role, preferences, and behavior Web Browser Mobile RSS / Atom Are secure One common framework for mobile & web applications Create mobile applications that: Support end-user customization Can be measured and optimized using analytics Can adapt their presentation and functionality according to the device
- 19. ©2011 IBM Corporation No sólo hacer análisis en caliente…
- 20. ©2011 IBM Corporation … además Analytics-Driven Marketing Optimization Search Marketing Product Recommendations Email Targeting Target Display Advertising
- 21. Plataforma para una Exceptional Web Experience Exceptional Web Experience Creación Audiencia Optimiza IBM Software | Lotus Web Content Management
- 22. ©2011 IBM Corporation An Exceptional Web Experience is…
Notas del editor
- The questions asked and answered by an exceptional experience can vary. Are we reaping more benefits of leads? Are we able to do transaction and collect money through commerce? Are we able to have the customers that come there be satisfied enough to where they recommend us to others in the social environments.? Do they contribute to the communities, contribute to our wikis or whatever we have set up for them, also from a communication perspective? Here you can see some of the type of metrics customers have realized and shared with us. . Visit to order rates being extremely high. Thirty percent higher ranking of preference of web self-service over call-in help desk. This is one specifically from an insurance environment as they put a new customer experience website up. What they were doing was intercepting, so to speak, from a customer support perspective, customers at the site first rather than having to go directly into the call center. What they found out was the site that they created could intercept 33 percent of all of the calls coming in and satisfy them at that site without ever going to the high cost call center for support. So the first benefit they get, of course, is that the site is alleviating some cost, alleviating some churn or whatever on the back. The other thing that they found was that people who came to the site got their answers quickly, were 33 percent more satisfied than if they did ever get to talk to the support rep after 27 minutes on the hold line. They were able to come into the site, get their answers quickly, do their transaction, transfer whatever they wanted and then move on, 33 percent higher satisfaction. Of course, there are another 33 in there which overall once you have implemented an exceptional web experience numbers of about 33 percent cost savings roll into the equation. But the others on here are repeat purchases. You know, if it’s a good experience people will come back. They bookmark you, that type of thing. So again I don’t need to dwell on this too much. I think all of you are out there seeing and doing your own evaluations that this was a very good environment for me to come into, this one was very poor, and of course you are directing yourself to them. What we are doing here is really talking about how does a company improve their overall experience for their customer sets?
- Taking those particular pieces of info, we then have tried to combine those with other research information we have, other sources. For example, Gartner has annually done research where they were looking at what are the priorities that companies have in this particular space. What you can see is two out of the three priorities up there all have to do with customers, retaining customers, keeping the customers happy, etc.
- What are Create, Target, and Optimize? They are key functional areas that are required by any organization to create persuasive content for their customers Each functional area has its own capabilities that can be used to describe the different functionalities that are required for a better web experience Create (Author, Design, Collaboration, Content, Generate Target (Segment, Customize, Personalize, Deliver) Optimize (Discover, Analyze, Report, Respond) As the LWCM product continues to mature, each aspect will continue to evolve as well, thereby giving organizations more ways to address the key requirements
- WCM provides support for inline editing, which allows users to author content within the context of the web page itself. Instead of having to go to the WCM Authoring portlet and locate a specific piece of content, users which have the necessary rights can choose the edit or delete content, directly from the site. In addition, as the screenshot shows, users can easily choose to add new content as well. This functionality is accomplished through the Authoring Tools component which you will be using in a later lab. Ofcourse, this functionality can be controlled via access controls.
- Common framework for both web and mobile applications, allowing both to be integrated easy to navigate mobile experience User Management for enrollment, preferences, and access control across devices (web, mobile phone, smart phone, iPad, etc) Role based navigation of applications providing a focused and personalized experience for users Integration of WCM (Web Content Management) to develop and manage content driven applications and provide compelling marketing content Customization of content based on user-profile allowing personalization of content targeted to individual users Analytics capabilities to measure web and mobile applications effectiveness to improve the results
- What are Create, Target, and Optimize? They are key functional areas that are required by any organization to create persuasive content for their customers Each functional area has its own capabilities that can be used to describe the different functionalities that are required for a better web experience Create (Author, Design, Collaboration, Content, Generate Target (Segment, Customize, Personalize, Deliver) Optimize (Discover, Analyze, Report, Respond) As the LWCM product continues to mature, each aspect will continue to evolve as well, thereby giving organizations more ways to address the key requirements