When Content Meets Applications
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The document discusses Adobe's vision for Customer Experience Management (CEM) by integrating Adobe and Day assets to optimize the customer experience across channels. It highlights challenges in current customer experiences and what customers want. It then outlines Adobe's CEM vision and how content and applications can be integrated on the platform.
When Content Meets Applications
- 1. When Content Meets Applications Alex Choy | VP, Engineering & Technical Marketing, LiveCycle Craig Randall | Principal Scientist, LiveCycle | @craigsmusings © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 2. Adobe CEM revolutionizes how enterprises engage with customers and how customer experience is delivered © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 3. Adobe + Day = strong assets integrated to optimize customer experience Customers Customer Experience Management Day Adobe Social Interactive Interactive Global Web Collaboration Applications Documents Content Process Analytics Transactional Systems (ERP, CRM, ECM, PLM, Banking Systems ) © 2010 Adobe Systems Incorporated. All Rights Reserved. 3
- 4. Current customer experience online… It’s real jungle © 2010 Adobe Systems Incorporated. All Rights Reserved. 4
- 5. Customer interaction with an enterprise Web Loyalty Site Applications Mobile Apps Social Media Customer Statements Service Microsites Application Email Call Center Apps Websites Point of Sale Customer © 2010 Adobe Systems Incorporated. All Rights Reserved. 5
- 6. Challenges Customer / Citizen / Non-intuitive experience Partner Inconsistency across channels Not contextual Impact on organization Low conversion rates Lost revenues High cost-to-service Brand deterioration © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 7. What the customer wants Customer / Citizen / Personalized, responsive experiences Partner Right experience for right task for the right device Multi-channel communication © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 8. What the customer wants Customer / Citizen / Personalized, responsive experiences Partner Right experience for right task for the right device Multi-channel context aware Guided navigation PDF forms Rich, engaging experience Print Tablet Tablet Desktop / offline Mobile © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 9. What the customer wants Customer / Citizen / Personalized, responsive experiences Partner Right experience for right task for the right device Multi-channel context aware Agent / Mail & Online Call Center Branch Email Mobile Field Fax Context flow across apps and channels © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 10. Challenges IT Team Content, application and context problem Multiple stacks and project silos High cycle time for change Multiple systems to scale, manage and administer – high TCO Context Content flow integration Websites Portals Microsites Mobile apps Mobile Sites RIA Websites GAP Applications Web apps WCM DAM Commerce Campaigns Business apps Application Analytics integration © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 11. Adobe’s Customer Experience Management (CEM) vision USER EXPERIENCE Multiple Agent/ Mail & Call Online Social Mobile Branch Email Channels Field Fax Center Multiple Platforms TOOLS CUSTOMER EXPERIENCE MANAGEMENT PLATFORM Creative Solution Accelerators Suite Flash Catalyst Dynamic Business Document Enterprise RIA Analytics Content Process Services Flash Builder Modules LiveCycle Foundation Workbench EXISTING APPLICATIONS & SYSTEMS PUBLIC CLOUD Enterprise ECM Message Legacy Directories Databases Information Repository Queues Systems Systems Services © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 12. Content + applications USER EXPERIENCE Multiple Agent/ Mail & Call Online Social Mobile Branch Email Channels Field Fax Center Multiple Platforms TOOLS CUSTOMER EXPERIENCE MANAGEMENT PLATFORM Creative Solution Accelerators Suite Flash Catalyst Dynamic Business Document Enterprise RIA Analytics Content Process Services Flash Builder Modules LiveCycle Foundation Workbench EXISTING APPLICATIONS & SYSTEMS PUBLIC CLOUD Enterprise ECM Message Legacy Directories Databases Information Repository Queues Systems Systems Services © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 13. Enterprise RIA anatomy – client stack LiveCycle ES3 Solution Application (e.g. Field Force Automation) eRIA Component Libraries LC RIA Content Collab Mosaic Server • Custom web apps • RIA services Security Guides more… • Mosaic server • Data Services • Collab Service eRIA Core Services • Content (CRX) Authentication Logging • Common libraries • Caching Persistence Configuration • Logging Data Services • User management Context more … integration (LiveCycle ES) • Spring-based • OSGi-ready Gravity Dependency Injection Messaging SWF/Module Loading Flash Player © 2010 Adobe Systems Incorporated. All Rights Reserved. 13
- 14. Enterprise RIA component – presentation and domain/service pattern Client Server eRIA Component Presentation View Domain & Service Events LiveCycle RIA Server IDomainModel Data Binding Foo getFoo() setFoo(Foo f) IPresentationModel DomainModel Foo getFoo() setFoo(Foo f) PresentationModel {View State} {Operations} IService {Events} operation() ServiceImpl operation() Infrastructure UtilityClasses © 2010 Adobe Systems Incorporated. All Rights Reserved. 14
- 15. Content-centric RIA with CRX (future product vision) Common underlying repository for both content and application data/metadata Day CRX LiveCycle’s emerging enterprise RIA platform Mosaic catalog based on CRX Contextually agile applications (tile compositions) alongside contextually agile content (WCM, etc.) Consistent composition model Ability to leverage a common Package Share model for content + applications Common delivery platform for applications—both composite content apps (CCA) and rich Internet apps (RIA) AIR, Flex, Mobile, HTML5 Integrated tooling Simplify content-centric RIA building via Fiber modeling of CRX (LCDS leverage) Highly extensible and agile (easy to add new fields, etc. vs. traditional RDBMS) Single workflow model for updating site content, application content/criteria/configuration © 2010 Adobe Systems Incorporated. All Rights Reserved. 15
- 16. Become more familiar with LiveCycle, RIA Services, etc. Adobe LiveCycle Enterprise Suite http://www.adobe.com/products/livecycle/ Adobe Partner Portal https://www.adobe.com/cfusion/partnerportal/index.cfm Adobe LiveCycle Developer Center http://www.adobe.com/devnet/livecycle/ Adobe Enterprise Café http://www.adobe.com/devnet/enterprise/cafe.html © 2010 Adobe Systems Incorporated. All Rights Reserved. 16
- 17. © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 18. Fully integrated design-development workflow Design and Development Tools Creative Suite Tools Flash Prototyping Professional Flash Design / develop Catalyst workflow Illustrator Eclipse IDE Flash Code profiling Builder Debugging Photoshop Eclipse IDE Workbench, Processes, forms RIA Plug-in & docs InDesign Spring, WTP Data modeling © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 19. LiveCycle Mosaic ES2 architecture Desktop Client Browser Client Runtime Perspective Runtime Perspective Design Perspective* Catalog Management Perspective* AIR Flash Player REST (HTTP + HTTP/S) Mosaic Server Composite RIA View Authentication / Catalog Service Management Authorization WebDAV / Spring Security LiveCycle ES2 Foundation Repository User Management Tomcat Java EE App Server Developer Deployment Production Deployment * Preview © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 20. LiveCycle Data Services 3 architecture NIO Streaming NIO Long Poll Long Polling NIO Polling Streaming Polling RTMP HTTP AMF LiveCycle Flash Builder PDF Generation Service Edge Server Proxy Server Introspector Rights Management Modeler Process Data Plugin Management Remoting Message Mgmt Service Service Reader Service Code Extensions Generator Production Model Driven Architecture Print Network Monitor Hibernate BAM Security Others Spring Java JMS SQL © 2010 Adobe Systems Incorporated. All Rights Reserved. 20
- 21. LiveCycle Collaboration Service – SDK makeup Pods High-level Roster WhiteBoard Chat FileShare Note WebCam Components RTC UI Components Webcam Pub / Sub File Pub / Sub Audio Pub / Sub Shared Cursors Foundation Classes Shared Managers Shared Model Shared Property UserQueue Users AV Streams Shared Collection Baton Files Room Pub / Sub Messaging + Permissions Session (Connection, Authentication, Reconnect/Failover, RMI Routing) © 2010 Adobe Systems Incorporated. All Rights Reserved.
- 22. Power of the Adobe Flash Platform One Web, Any Device* One UX, Any Device 19 of top 20 OEMS are committed to We are committed to delivering delivering Flash customer experiences to every device © 2010 Adobe Systems Incorporated. All Rights Reserved.