What is Customer Experience Management?

“Customer Experience (CX a.k.a CEM) is the sum of all experiences a customer has with a supplier of goods or services, over the lifecycle of their relationship. This covers several phases including awareness, discovery, attraction, interaction, transaction, use, service, cultivation and advocacy.
These are not simply sequential, rather a Continuum of phases existing with the context of CX.

CX is not something you just bolt on to your existing enterprise architecture.

So why does CEM/CX matter? The simple answer is for retention of your existing business customers. Your competition is a click away and studies show people are 3 times more likely to tell others about a bad experience.  People declaring a bad experience with you are ripe for your competition to steal.

With Social Media, bad CX stories can escalate on a viral basis and ruin a business’s reputation in weeks or even days.  People notice BAD experiences and get emotional!  They want a good customer experience.

Speaking Tomorrow Night in Tampa

Update: thanks for to everyone in Tampa for the great event. Hope to be back soon!

I’m really excited to speaking at the Tampa Flash User Group tomorrow with my colleague Greg Wilson. I will be giving my Don’t Hate the Player session that I have been doing as of late and will also talk about Flash on mobile and of course Molehill. It will take place at 6 PM at The Rack Hyde Park and there will be food and drinks as well. Hope to see you there!

Speaking Tomorrow Night in Tampa

Update: thanks for to everyone in Tampa for the great event. Hope to be back soon!

I’m really excited to speaking at the Tampa Flash User Group tomorrow with my colleague Greg Wilson. I will be giving my Don’t Hate the Player session that I have been doing as of late and will also talk about Flash on mobile and of course Molehill. It will take place at 6 PM at The Rack Hyde Park and there will be food and drinks as well. Hope to see you there!

Adobe Resource Synchronizer CS5.5

Yesterday I installed the 5.5 version of Creative Suite Master Collection. To my dismay, there was no 5.5. version of SoundBooth which I had uninstalled as per the instructions. To recap, on Mac OSX it is very important to use the ‘Uninstall” feature for earlier versions of CS instead of merely dragging them into the trash.

After installing CS 5.5, I grabbed the media to re-install the previous version of SoundBooth (CS 5) which I use regularly for Duane’s World. During the installation, an error message came up stating something like “Unable to continue – close the following applications: AdobeResourceSynchronizer”. I searched for a while and did not find any application with such a name but did find the process.

If you run across this issue on a Mac, launch the “Activity Monitor” (it is under /Applications/Utilities/Activity Monitor.app). By default, the activity Monitor will only show Active Processes and you will not see the AdobeResourceSynchronizer. In order to stop it, you have to select “All Processes: (Step 1 below), then highlight the process “AdobeResourceSynchronizer” and then hit Force quite (Step 3 below).

After that you should be able to resume the installation of Soundbooth.  When done, restart your Mac and the AdobeResourceSynchronizer will heal it’s wounds and restart.

Flex Charts on the iPad

I continue to see a lot of interest for dashboards applications on mobile devices (particularly on tablets), and I think that interactive data visualization applications are really a sweet spot for Flex. As an example, I built a simple dashboard aggregator using the out-of-the box charting components available in Flex. The same application can run on iOS (iPhone/iPad/iPod Touch), Android devices, and on the BlackBerry PlayBook. If you are an existing Flex developer, this will look very familiar: these are the same charts you also run in the browser or on the desktop on traditional computers. Check out the video:

For more data-visualization applications built with Flex, check out the Mobile Trader and the Sales Pipeline applications.

Usual disclaimer: I’m not a designer, so this is mostly developer artwork. You can of course polish, customize and style the out-of-the-box-experience.

Flash and the City – NYC Better than Ever!

This year once again I will be speaking at Flash and the City in New York, June 9-12.  This year I will be teaching a 6 hour hands on code camp for anyone wanting to become a Flex or AIR developer.  
The event website is here.  Please register early to ensure you get a space.
In addition, Flash and the City will be part of Internet Week NY, a very popular and highly marketed festival that attracts citywide attention. Internet Week is a week-long festival of events celebrating New York’s thriving internet industry and community.   Internet Week New York is presented by the International Academy of Digital Arts and Sciences in cooperation with the City of New York and The Mayor’s Office of Media and Entertainment.

Flash Camp San Francisco

I’m happy to announce that at the end of this month (April 30th) we will have a Flash Camp in the San Francisco Adobe offices. If you want to be sure that you get a seat register here now (it is a free event).

The event will be focused on mobile development using Flash Builder 4.5 and Flex 4.5. It will be a code-camp style event, with sessions in the morning (10:00 – 12:00) and building code in the afternoon (1:00 – 5:00).

Of course it will be a good opportunity to meet people from the teams (Flash Builder and Flex SDK).

See you there (probably a little bit jetlagged)!

Taking HD Video and Mobile Apps to a New Level on the BlackBerry PlayBook

The BlackBerry PlayBook is now shipping with Adobe Flash Player, so users can experience the best of the web—including video, games, animations and more – anytime, anywhere. Some of the latest Flash Player features, like hardware accelerated video decoding and rendering, will give PlayBook users a great mobile video experience allowing them to watch their favorite TV shows, movies or sports games in up to 1080p HD video on the device’s own screen or, thanks to the PlayBook’s HDMI interface, on any HD TV. Check out the positive feedback around Flash performance from top reviewers at the Wall Street Journal, Engadget, CNET, GigaOM, BGR and others.

With RIM’s BlackBerry Tablet OS Software Development Kit (SDK) for Adobe AIR and the PlayBook’s support for AIR native extensions, developers can easily use the same Adobe Flash tooling to create rich mobile applications. With the recently announced mobile tooling and framework support in Flash Builder 4.5, developers can create, test, and deploy high performing mobile applications on BlackBerry Tablet OS. Flex 4.5 will include support for BlackBerry Tablet OS in June 2011.

Check out this demo of Adobe Flash technology and some AIR applications for the PlayBook:

Several AIR apps will be available for the PlayBook at launch and in the coming months from Adobe, Epix, Facebook, salesforce.com, Universal Mind and others. There has already been some buzz from developers and our partners around AIR applications running on the PlayBook:

  • “Building applications for the PlayBook was a natural extension of our AIR development capabilities. Everyone on our team was impressed by the device, and we are very excited to build great experiences for this new platform!” Grant Skinner, Chief Architect/CEO, gskinner.com
  • “We are excited to showcase Reader’s Digest–the largest paid-circulation magazine in the world–on the new BlackBerry PlayBook. We are reinventing our iconic brand for the digital age, adding interactivity, video, audio and brilliant photos to our storytelling and condensed insights, and the Adobe Digital Publishing Suite is the key to getting it all done to our exacting standards.” Peggy Northrop, VP, Global Editor-in-Chief, Reader’s Digest
  • “I can’t keep my hands off iGIZMO on PlayBook. It’s interactive, entertaining and more impressive with every read. It’s a huge achievement and packed full of cutting-edge features that are enabling us to innovate on this exciting new platform. Now we can extend the reach of our brand to new audiences–and pursue new commerce opportunities–by using Adobe Digital Publishing Suite to make our content avaialble on the BlackBerry PlayBook. Our readers can now engage with ground-breaking photography, video reviews and interactive content on the go–wherever they are and whenever they want to enoy it.” James Billington, Editor, iGIZMO
  • “With Adobe AIR, we were able to extend the superior quality and accessible delivery of our Epix video experiences to the BlackBerry Playbook with minimal development effort.  We continue to look to the Adobe Flash Platform to help us provide an immersive entertainment experience to our customers, across multiple platforms and devices.” Emil Rensing, Chief Digital Officer, Epix
  • “Aqualux is a perfect fit for the tablet form factor, and it’s exciting to have it running on such a capable device.  I’m impressed with how seamlessly the Flash Platform is integrated with the OS.  Adobe and RIM have made AIR a first-class citizen on the PlayBook; key features like multitasking, in-app purchases, and UI controls are directly accessible via the AIR SDK, and empowered Aqualux to run with native features and native performance. “Alex Liebert, Milkman Games, LLC, http://www.milkmangames.com

Playbook users will also be able to enjoy more engaging, immersive digital publications created by media and business publishers using the new Adobe Digital Publishing Suite. With the new Adobe Content Viewer for PlayBook, media and business publishers, including Dennis Publishing and Reader’s Digest , can share their well-known titles and brands on the device. Content Viewer for the PlayBook is immediately available to content publishers through the Adobe Digital Publishing Suite Prerelease program. Adobe Digital Publishing Suite, along with the latest set of soon-to-be-released tablet authoring tools in Creative Suite 5.5, can be used to create content for BlackBerry Tablet OS. Lastly, Adobe is providing enterprise applications such as Adobe Connect Mobile for web conferencing and LiveCycle for business workflows for the PlayBook, and the device ships with an optimized version of Adobe Reader for seamless viewing of PDF content.

We can’t wait to see how these developments with Adobe Flash technology will change the way people work and play as they engage with digital experiences across desktops and devices. We’d love to hear your feedback and experiences, and stay tuned for more exciting announcements to come!

Extending LiveCycle ES 2.5 for Java Developers

The full courseware that Scott MacDonald, Gary Gilchrist and I delivered during MAX 2010 is not available online.  Anyone may use this material as a self paced tutorial to understand how Java Developers can extend the native capabilities of Adobe LiveCycle ES.

The course is available as a ZIP file here (right click then save the target as …”)


This course covers the following topics:

Extending Livecycle ES for Java Developers


Task 2‐1: Start Eclipse and create a new project
Task 2‐2: Add the required Java library files
Task 2‐3: Defining the service interface
Task 2‐4: Defining the service implementation
Task 2‐5: Defining the component XML file

Task 3‐1: Package your component into a JAR file
Task 3‐2: Importing the component using Workbench ES2

Task 4‐1: Create the EncryptManyDocuments/EncryptManyDocuments process and invoke it from
Task 4‐2: Programmatically invoking the EncryptManyDocuments process.

Solution Code is provided as well as extra notes on the code for the programmatic invocation: