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Enrich your Customer Experience by
socialising it using IBM Connec9ons
Patrick	Heinzelmann,	Harbour	Light	Ltd.	
Heiko	Voig...
About	us...	
IBM	/	MS	Skills	
Sales	&	Dev.	Europe	
Adobe	AEM	/	IBM	Skills,	
Sales	North	America	
Adobe	AEM	Skills	
Dev.	&	...
Agenda
What	is	a	Social	Customer	Portal	?	(1)	
•  Integral	Part	of	a	Website	or	Commerce	Site	
•  Extends	the	value	of	your	websi...
What	is	a	Social	Customer	Portal	?	(2)	
Customer	Website	
Customer	
Portal	
Commerce	
Site(s)	
Social	
Elements	
Profiles	
...
The	Social	Customer	Portal	–	Some	Building	Blocks	
Customer	
Portal	
Commerce	
Site(s)	
Profiles	
Intranet	
Profiles:	
•  Fe...
The	Social	Customer	Portal	–	Some	Building	Blocks	
Customer	
Portal	
Commerce	
Site(s)	
Files	
Intranet	
Personal	Files:	
...
The	Social	Customer	Portal	–	Some	Building	Blocks	
Customer	
Portal	
Commerce	
Site(s)	
CommuniLes	
Intranet	
User	Communi...
The	Social	Customer	Portal	–	Some	Building	Blocks	
Customer	
Portal	
Commerce	
Site(s)	
AcLvity	Streams	
Intranet	
Communi...
The	Social	Customer	Portal	–	Some	Building	Blocks	
Customer	
Portal	
Commerce	
Site(s)	
AnalyLcs	
Intranet	
360°	view	on:	...
Demo	-	Naming	the	Players...	
Customer	Website	
Customer	
Portal	
Commerce	
Site(s)	
Social	
Elements	
Intranet	
A	
N	
A	
...
Our	Technical	Demo	Environment	
Adobe	Experience	Manager	
Content	
Content	
Content		
OAuth	2	
SAML	2.0			
LTPA	
External	...
Demo	–	What	you	will/should/might	see...	
Login	
Personal	
Dashboard	
Forum	
QuesLon	
Product	
Community	
Forum	
Forum	
Re...
The	things	to	take	home...	
•  A	Social	Customer	Portal	delivers	a	huge	differenciator	
between	you	and	your	compeLtor	rega...
Thank	you	!	
Contact:	
Heiko	Voigt:		
Heiko.voigt@harbour-light.com,		
twiZer:	@SITGmbH	
	
Patrick	Heinzelmann:	
patrick.h...
PLATINUM	&	CHAMPAGNE	SPONSORS	
GOLD	SPONSORS	
SILVER	SPONSORS	
BRONZE	SPONSORS
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Social Connections 9 - Enrich your customer experience by socialising it using IBM Connections

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How to build a social customer experience by using IBM Connections and Adobe AEM.

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Social Connections 9 - Enrich your customer experience by socialising it using IBM Connections

  1. 1. Enrich your Customer Experience by socialising it using IBM Connec9ons Patrick Heinzelmann, Harbour Light Ltd. Heiko Voigt, Harbour Light Ltd.
  2. 2. About us... IBM / MS Skills Sales & Dev. Europe Adobe AEM / IBM Skills, Sales North America Adobe AEM Skills Dev. & Sales Europe A Joint Venture to build integra3on products between Adobe Digital Experience Solu3ons and 3rd Party So>ware solu3ons from IBM and Microso>.
  3. 3. Agenda
  4. 4. What is a Social Customer Portal ? (1) •  Integral Part of a Website or Commerce Site •  Extends the value of your website by adding personalized content •  Integrates interacLon components between customers and your organizaLon •  Seamlessly embedded into your web design and layout •  Easy access for customers or potenLal buyers by simple login/ registraLon processes •  Use cases: •  Support •  Post Sales Processes (Invoices, Q&A, Order Management) •  Community Building •  Pre-Sales !
  5. 5. What is a Social Customer Portal ? (2) Customer Website Customer Portal Commerce Site(s) Social Elements Profiles Forums Blogs Files CommuniLes Wikis Product related User related AcLvity Streams Intranet We only need indvidual components from the Social Elements list. We arrange and posi3on them using the web content management system. Social Components can be created by end users and content authors. A N A L Y T I C S
  6. 6. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Profiles Intranet Profiles: •  Fed by all three main enLLes of the portal •  Contains Personal Data for all users •  Contains Sales history and things like delivery opLons from Commerce Sites •  Contains Social Profile •  Base element for Community Building ! •  Should contain intranet users or at least all process relevant intranet users as well
  7. 7. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) Files Intranet Personal Files: •  Invoices •  Orders •  Return/Delivery Handling •  Updates •  LeZers •  Support Files Communi3es: •  PresentaLons •  Support Files •  Handbooks / DocumentaLon •  Colletral •  3D PrinLng Templates •  Pictures •  Videos
  8. 8. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) CommuniLes Intranet User CommuniLes Product CommuniLes •  Brand Building •  Community Buildung •  Experience ! •  Support •  Discussion (Users, Support) •  MarkeLng •  Sales •  Product Management •  Brand Building •  Community Building •  Experience ! •  Up/Cross-Selling •  Sales •  MarkeLng Joint Development CommuniLes •  Product related •  Customer Loyalty •  TechSales •  Engineering •  Development •  Sales •  Guest Access
  9. 9. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AcLvity Streams Intranet CommuniLes Personal •  Personal InteracLon •  Likes, MenLons on personal level •  Personal & Community Content •  Targeted to Audience •  All relevant news in a community •  May be moderated
  10. 10. The Social Customer Portal – Some Building Blocks Customer Portal Commerce Site(s) AnalyLcs Intranet 360° view on: •  What are my customers talking about ? •  What do they ask for ? •  What else do they need ? •  Who are they talking to ? •  What are trending topics in Support and Product CommuniLes ? •  How is the Brand Loyalty for my products / company ? •  Where is communicaLon lacking (in and out) ?
  11. 11. Demo - Naming the Players... Customer Website Customer Portal Commerce Site(s) Social Elements Intranet A N A L Y T I C S Web Content Management System Adobe Experience Manager Adobe Experience Manager IBM WebSphere Commerce Adobe Experience Manager Adobe Experience Manager IBM ConnecLons & Domino IBM Cognos & Tealeaf IBM Security
  12. 12. Our Technical Demo Environment Adobe Experience Manager Content Content Content OAuth 2 SAML 2.0 LTPA External User Repository IMPRISIS STS ID Token 3rd Party Systems (IBM WebSphere Commerce, IBM ConnecLons, IBM Domino) Internal IDP Internal User Repository Web User Register / Authen3cate IDP, IBM FIM Valida3on Web Services / REST
  13. 13. Demo – What you will/should/might see... Login Personal Dashboard Forum QuesLon Product Community Forum Forum Response Customer Internal Users Files Link to files Like, Recommend
  14. 14. The things to take home... •  A Social Customer Portal delivers a huge differenciator between you and your compeLtor regarding customer communicaLons and customer saLsfacLon. •  A Social Customer Portal with Brand Loyalty Programs and Community Buidling gives you insight into your customers demands before they actually tell you verbally. •  A Social Customer Portal can be built from standard so`ware components giving you a quick Lme to market and a quick ROI •  And last but not least – yes, IBM ConnecLons can look preZy as well !
  15. 15. Thank you ! Contact: Heiko Voigt: Heiko.voigt@harbour-light.com, twiZer: @SITGmbH Patrick Heinzelmann: patrick.heinzelmann@harbour-light.com twiZer: @pheinzelmann twiZer: @imprisis hZp://www.sit.de hZp://www.antegma.de hZp://www.harbour-light.com
  16. 16. PLATINUM & CHAMPAGNE SPONSORS GOLD SPONSORS SILVER SPONSORS BRONZE SPONSORS

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