Modern consumers are expecting faster, more convenient, more personalized content and services delivered on demand, while employees are demanding the same level of experience in the workplace. To remain competitive, businesses need to remain agile, with the ability to adjust to these ever evolving demands. In this presentation, we will explore the drivers behind the changing digital landscape and why more and more businesses are undergoing digital transformation initiatives to drive growth and create new value for customers and employees. You’ll learn about a new breed of Digital Experience Platforms (DXP) and how they provide the tools necessary to create personalized digital experiences for maximum user engagement and business value.

1. Delivering Connected
Digital Experiences for
Engaging the Modern
Day Customer

2. The Evolving
Digital Landscape

3. Digital technologies are changing how
companies are interacting with people

4. We are constantly introduced to new
ways for digital channels to intersect
our physical lives, and the rate at which
we adopt these new technologies is
increasing.

5. Modern customer demands and
expectations continue to rise

6. Modern consumers want...
▸ Their needs both anticipated and fulfilled
▸ Instant gratification & self service
▹ Immediate info access anytime, anywhere, from any device
▸ Personalization
▹ Highly personalized experiences with content relevancy
▸ Engagement
▹ Interaction through a variety of digital channels (web, mobile,
social media)
▸ Omnichannel experience
▹ Consistent & connected experiences across all channels

7. The Omnichannel
Customer Experience

8. Employees also demand the same level
of experience in the workplace

9. Employees want to be empowered
▸ Easy access to content and data
▸ User friendly tools to perform their job
▸ Tools that facilitate collaboration
▸ Finding and engaging with other employees
across the organization

10. To stay competitive,
businesses are
undergoing digital
transformation to
create better digital
experiences

11. Digital
Experience
Platforms (DXP)

12. “Digital experience platforms will
empower companies to deliver
exceptional experiences to their
increasingly connected customers.

13. How your audience
feels, communicates
and interacts with
your business across
all digital channels
A Digital Experience is...

14. A Great Digital Experience...
▸ Communicates the right brand message
▸ Is personalized to each user and directly
addresses their needs, when and where they
want it
▸ Triggers the right emotions
▸ Promotes audience engagement

15. Successful Digital Experiences
▸ Driven by the customer, not IT
▸ Combination of people, process and
technology
▸ Rests on principle of omnichannel
engagement
▹ consistent and continuous experience across all
touchpoints

16. Digital Experience
Platforms (DXP) help
manage and unify disparate
systems and channels…
...by providing an
architecture for integrating
digital technologies so they
work well together.

17. Digital Experience Platforms
also provide a set of tools that
allow businesses to manage
not only the customer’s
experience, but the
experience of employees,
partners, vendors, suppliers,
and more.

18. DXPs typically includes software for...
▸ Content Management
▸ Social Media
▸ Mobile Website integration
▸ Portal or gateway
▸ Search functionality
▸ Rich Internet Application tools (RIA)
▸ Collaboration and meetings
▸ Analytics
▸ Backend management

19. A DXP is NOT a prepackaged platform.
It’s a platform that allows the building and
customization of meaningful applications for
managing and enriching your customer’s
online experience.

20. 3 Primary Types of DXPs
▸ CMS-heritage DXP
▹ Based on online content customization - focuses on
marketing, analytics, social media, and the online experience
across all devices
▸ Portal-heritage DXP
▹ Based on creating a unique after login experience for each
user (ex. employee intranet, customer portal)
▸ Commerce-heritage DXP
▹ Based on online retail experience, including shopping
experience, inventory management, payments systems

21. DXP vs CMS - What’s the difference?
▸ CMS manages creation, editing, tracking, access and delivery of
digital content across multiple channels
▸ DXP is more comprehensive and covers range of interactions
with a business at every touchpoint
▹ Factors in context - user intent, location, where they are in the customer
journey
▹ Gathers and analyzes data to provide additional insight
▸ DXP offers added benefits of a portal for post login experience
▸ DXP is highly collaborative
▸ DXP provides architecture to consolidate applications & systems
into one platform to create a digital business

22. A DXP also provides the foundation for
achieving operational excellence through
deeper digital transformation

23. The Need for Operational Excellence
▸ Having a customer experience vision alone isn’t
enough
▸ Lack of business processes and organizational
infrastructure is a hinderance
▸ Need to transform operations into efficient, digital
processes for successful experience delivery
▸ Well defined KPIs to measure progress & success

24. Digital operations is the
behind-the-scenes glue
that connects customers to
the experiences they want.

25. A DXP helps businesses tackle
transformation by bringing applications
and systems into one core platform,
consolidating business data from
disparate systems across the enterprise
to create agile digital processes.

28. Operational Benefits
▸ Bridge silos across systems
▹ Successful customers experiences rely on connected
systems that work well together
▸ Automate business processes
▹ Reduce human error while keeping customer data
private and under compliance
▸ Equip your workforce
▹ Empower employees with digital tools to succeed, while
facilitating collaboration and knowledge sharing

29. Is a DXP the Right Fit for Your Business?
▸ Is your company the right size for this type of
platform?
▸ Do you need a way to tie the full user
experience together, giving users a way to
create and customize their own portals?
▸ Do you have a need to tighten analytics and
span them across platforms?

30. DXP Use Cases
& Solutions

31. USE CASE: Public Website, Customer Portal, Member Portal

32. USE CASE: B2B Customer Portal, Mobile App

33. USE CASE: Public Website, B2B Customer Portal

34. USE CASE: Public Website, Member Portal, Medicare Portal

35. USE CASE: Interactive Training, Learning Management

36. USE CASE: Employee Intranet

37. Liferay Digital
Experience
Platform (DXP)

38. Founded in 2004 in Diamond Bar, California.
Liferay today is a global company.
20 offices and over 700
employees in 17 countries
Liferay: Think Globally, Act Locally
Major offices: Los Angeles, Sao
Paulo, Frankfurt, Madrid,
Bangalore, Tokyo, Dalian
Regional Offices: Paris, London,
Dublin, Recife (Brazil), Budapest,
Monte Carlo, Sydney

39. Liferay Digital Experience Platform (DXP)
Create seamless digital experiences across web, mobile and
connected devices.
Unify
Customer
Experiences
Transform
Business
Operations
Evolve
Digital
Strategy

40. Business Benefits
● Create experience and business
models on the same platform
● Unify the whole customer
journey
● Connect all your audiences
● Developer friendly yet business
savvy

41. Robust Out-of-the-box Features
▸ Application Templates
▸ Audience Targeting
▸ Audit
▸ Blogs
▸ Calendars
▸ Categories & Tags
▸ Documents & Media
▸ Library
▸ Forums/Message
Boards
▸ Geolocation
▸ Inline Image Editor
▸ Role Based Content
▸ Search
▸ Single Page Applications
▸ Social Networking
▸ Staging
▸ Support for 3rd-party UI
Frameworks
▸ Web Content
Management
▸ Web Forms/Data Lists
▸ Wikis
▸ Workflow Engine
▸ Integration
▸ Localization Support
▸ Microblogs/Activity
Feeds
▸ Mobile Device Detection
▸ Mobile Previews
▸ Native Mobile App
Development
▸ Push Notifications
▸ Polls
▸ Recycle Bin
▸ Responsive Themes

42. 2016
Gartner

43. 11Partner & Customer
Awards - Most
Awarded Liferay
Partner
125+Successful
Implementations
11+Years of
Experience
Rivet Logic & Liferay
85Liferay Experts -
More than any
other Liferay
Partner

44. Customer
Success Stories

45. CASE STUDY
AvMed

46. AvMed Overview
▸ Commercial, Medicare & Individual
and Family Plans
▸ 35,000+ Provider Network
▸ Serving 340,000+ Members
▸ Coverage throughout Florida metro
areas
AvMed Member Portal
Best Omni Channel Experience

47. Challenges
▸ Outdated, lacked design appeal
and poor customer experience
▸ Hard coded, difficult to maintain
and update
▸ Cumbersome navigation
▸ Lacked “store front”
▸ Not responsive

48. Liferay Solutions
▸ Consolidated 3 sites into 1
▹ Public website - avmed.org
▹ Medicare
▹ Embrace Better Health
▸ Customer portal
▸ Member portal

49. Feature - Spanish language translation

50. Feature - Dynamic content with categories and tags

51. Feature - User dashboard

52. Feature - Benefits & Coverage Details

53. Feature - Message Center

54. Feature - Member Account Management

55. Feature - Fully Responsive

56. ▸ Superior user experience
▸ Marketing control over content
updates
▸ 24/7 uptime
▸ Increase in web traffic
▸ Lower call center volumes
Results

57. Increase in website traffic & time spent on site

58. Lower call center volumes - 35K+ savings in 4 months

59. Digital Realty / Telx
MarketplacePORTAL

60. Case Study: Digital Realty MarketplacePORTAL
Digital Realty MarketplacePORTAL
Best Collaboration & Social Project
Best Architecture, Website of the Year
▸ Dynamic Dashboard
▸ Self Service
▹ Discovery
▹ Community
▹ Order Services
▹ Technical Support
▹ My Page

61. Dashboard

62. Discovery

63. Community

64. Order Services

65. Technical Support

66. My Page

67. Case Study: Digital Realty Mobile Access Rights
▸ Requires managing user
rights at 20 data centers
nationwide
▸ Needed a mobile
solution to
accommodate frequent
changes to these rights

68. Access Rights Management

69. ▸ UX designed for efficient
task completion.
▸ Encrypted local data store
allows for smooth operation
in spotty network
conditions.
▸ Fast browse and search
▸ Foundation for future
features
Solution: The MarketplacePORTAL Native app for
Android & iOS

70. Easy and Intuitive Usability

71. Employee Directory

72. Learn More...
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blogs.rivetlogic.com
facebook.com/rivetlogic
youtube.com/rivetlogic
twitter.com/rivetlogic

73. We Build Riveting Digital Experiences
THANK YOU!