1. CONNECT WITH US:
IT: Customized to Your Advantage
Harness the power of an
Improved Digital Experience
Upgrade the Platform. Upgrade the Experience.
TIM REILLY
Practice Director, Digital
Experience
Public | Copyright © 2014 Prolifics

2. CONNECT WITH US:
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
Public | Copyright © 2014 Prolifics 2

3. CONNECT WITH US:
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 Implementations
A 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.
Public | Copyright © 2014 Prolifics 3

4. CONNECT WITH US:
Employee
Experiences Customer
Experiences Partner
Experiences
Prolifics Digital Experience Practice
Public | Copyright © 2014 Prolifics 4

5. CONNECT WITH US:
Bring customers
and partners into
the conversation
Capabilities of IBM Digital Experience Solutions
Public | Copyright © 2014 Prolifics 5

6. CONNECT WITH US:
Digital Experience Platform
Public | Copyright © 2014 Prolifics 6

7. CONNECT WITH US:
Digital Experience Platform
Public | Copyright © 2014 Prolifics 7
Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013

8. CONNECT WITH US:
Slightly embellished history of …
“e” to “my” to “i“ to “digital”.
Public | Copyright © 2014 Prolifics 8
• “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

9. CONNECT WITH US:
What comes to mind thinking about upgrading?
Public | Copyright © 2014 Prolifics 9
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?

10. CONNECT WITH US:
Upgrade!
My upgrade journey may be similar to yours
Public | Copyright © 2014 Prolifics 10

11. CONNECT WITH US:
Where do we need to be?
Public | Copyright © 2014 Prolifics 11
• 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?

12. CONNECT WITH US:
How do we get there?
Public | Copyright © 2014 Prolifics 12
• 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.

13. CONNECT WITH US:
What do with it?
Public | Copyright © 2014 Prolifics 13
• Training plans for:
• IT
• Help Desk
• End Users
• Business stakeholder
• User Adoption
• User Adoption Strategy
• Gamification
Create

14. CONNECT WITH US:
Bring customers
and partners into
the conversation
DigitalCapability
Digital Transformation
Public | Copyright © 2014 Prolifics 14

15. CONNECT WITH US:
• 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
Public | Copyright © 2014 Prolifics 15
• Governance is important:
• Governance around vision.
• Governance around the process of
change.

16. CONNECT WITH US:
Users have new expectations
Public | Copyright © 2014 Prolifics 16

17. CONNECT WITH US:
• 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
Public | Copyright © 2014 Prolifics 17

18. CONNECT WITH US:
• 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
Public | Copyright © 2014 Prolifics 18

19. CONNECT WITH US:
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
Public | Copyright © 2014 Prolifics 19

20. CONNECT WITH US:
• 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.
Public | Copyright © 2014 Prolifics 20

21. CONNECT WITH US:
Digital Experience Platform
Public | Copyright © 2014 Prolifics 21
0 2 4 6 8 10
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

22. CONNECT WITH US:
Social Portal Pattern
Public | Copyright © 2014 Prolifics 22
“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

23. CONNECT WITH US:
Emerging interactions and influences
Public | Copyright © 2014 Prolifics 23

24. CONNECT WITH US:
Emerging interactions and influences
Public | Copyright © 2014 Prolifics 24
May 22, 2014

25. CONNECT WITH US:
Emerging interactions and influences
Public | Copyright © 2014 Prolifics 25
IBM Opens Up Its Watson Cognitive Computer For Developers Everywhere
November 14, 2013

26. CONNECT WITH US:
• 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)
Emerging interactions and influences
Public | Copyright © 2014 Prolifics 26
• 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?

27. CONNECT WITH US:
Imagine What’s Possible!
Public | Copyright © 2014 Prolifics 27