Posts tagged customer experience management

Postprocessing your correspondence

Saket Agarwal

Correspondences created in enterprises would typically have to be integrated to a back-end process for further distribution (via email, fax, print), document processing (apply digital signatures, encryption, etc.) or archival of the correspondence.

The Adobe Correspondence Management solution provides a convenient way to achieve this by leveraging orchestrations/processes on the ADEP Document Services platform for defining the back-end process (that can use one or more Document Services, based on the enterprise requirements), and providing the ability to easily bind them to a given correspondence template.

Read more about creating a postprocess for the CM solution on the Document Server.

Once such processes are created on the Document Server, can then be mapped to a Letter template in the  Postprocess drop down of the Letter Template Editor (as shown below), where the available postprocesses (as defined on the Document Server) are listed:

 

 

 

 

 

 

 

Tip: If you create a new process, with an existing Manage Assets UI session opened, your process will not be listed in the Postprocesses dropdown until you relaunch or refresh (F5) the Manage Assets browser window (or open the Manage Assets UI in a new browser window).

When the correspondence creation is complete (using the Create Correspondence UI), users can Submit the correspondence (see snapshot below indicating the Submit button), which invokes the associated/mapped postprocess for that Letter template, with the final correspondence PDF and XML data (used to generate the PDF). The postprocess, which would be an orchestration, can then act upon the document (PDF) as necessary.

 

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Original article at http://blogs.adobe.com/saket/cm-postprocess/.

Installing and working with the Windows service for the ADEP Experience Server

Although you can start your ADEP Experience Server by double-clicking the Quickstart JAR file or the Windows batch file, most people will find it convenient to install the Experience Server as a Windows service. It will configure the Experience Server to start automatically when your Windows restarts and, helps you control the start and stop operations of the Experience server by using the Services control panel.

Install Experience Server as a Windows service

To install a Windows service for your Experience Server:

  1. Open the command line interface and navigate to the [ExperienceServer root]/opt/helpers/ directory.
  2. Execute the instsrv.bat <serviceName> command to install the Experience Server as a Windows service.

Verify the installed Windows service

You can verify the installed Windows service in the Services control panel. To open the Services control panel,  execute the start services.msc command from the command line interface or select Start > Administrative Tools > Services.

Windows service operations

To start the Windows service, do one of the following:

  • In the Services control panel, select the Windows service and click Start.
  • In the command line interface, execute the net start <serviceName> command.

To stop or restart the Windows service for the Experience Server, click Stop or Restart, on the Services control panel.

Uninstall the Windows service

To uninstall the Windows service, execute the instsrv.bat -uninstall <serviceName> command on the command line interface. The Windows service gets removed from the Services control panel.

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Original article at http://blogs.adobe.com/ADEPhelp/2011/09/installing-windows-service-for-adep-experience-server.html.

Adobe Correspondence Management Solution 3.0 – Top 10 items to look out for!

If you have not already got a chance to explore the various uber cool features of the all new Correspondence Management Solution 3.0, here are my top 10 ones that you should look out for…

1. With the all new Create Correspondence (aka Document Composer) UI, composing Letters was never so easy! . The new interface provides an easy, intuitive way of composing Letters. With a lot more controls available, such as indentation adjustments, new line, free text, one can design/create a Letter exactly as required.

2. Highlighting of the currently selected asset in the PDF Preview when composing a Letter. Wouldn’t it be a great composing experience if selecting an asset on the flex app. automatically takes you to the respective page, exactly where your content lies within the PDF!? …and then highlight the selected content as well as the target in which the content lies, so you don’t have to search/scroll-over for your content within the PDF. The solution now brings along this amazingly convenient experience for the users.


3. Working on multiple assets at a time. With the all new Manage Assets interface, one can now work on multiple assets (possibly, related to each other) at a time, by virtue of each asset/editor being opened in a new tab in the Editors view. Of course, you can also switch between tabs when working with multiple assets. Here’s a snapshot:

4. Content Preview is yet another amazing addition to the asset authoring experience, wherein you can hover over your asset (in all views that present a list of assets) and see a Preview of the asset content and metadata, be it Texts, Images, Lists, Conditions, etc. So, you no longer need to go back and open the asset editor to see what’s in it. Use the Preview experience to identify the desired asset!

5. Creating numbered and bulleted list content. You can now easily design numbered and bulleted content, by authoring List assets using the List Editor. You can control indentation on paragraph(s) (or even images), specify custom prefix/suffix characters, and much more…

6. The all new Rich Text Editor, that has great text formatting capabilities that includes styling such as Bold/Italic/Underline, Font controls, letter Spacing, line height, Margin controls, Alignment controls. The editor also allows creating advanced bulleted and numbered content, using the appropriate toolbar controls.

Spell Check (English) is another great feature that enhances the text authoring experience.

7. Ability to Publish assets and enhanced version management, with the ability to create different versions of an asset, view previous versions, revert back to last published version, etc. See this post for more on publishing assets.

8. Import/ Export of selective assets is now possible using CM 3.0 via the Manage Assets interface itself. One can select the assets to be exported and simply press the “Export Assets” button. The exported ZIP can then be imported on any other system, using the “Import Assets” action on the Manage Assets interface.
Import/Export of all assets is also now possible right from the Manage Assets (Admin) interface itself, with a single click of a button (rather than the cumbersome steps in Contentspace, as in ES 2.5).

9. CM 3.0 introduces the ability to author Tables (dynamic or static) within your correspondence.

Here’s the Fund Allocation table in the Welcome Kit letter (that is part of the CM sample assets).

10. The Asset Dependencies Browser is an excellent tool/interface to view the dependencies of an asset, and be able to generate a report out of the same.

Note : Users can further drill down into the related assets by double-clicking on the asset, which will then show the dependencies for that asset. One can switch back-n-forth using the breadcrumbs on the top bar.

These are just 10 key features that you just cannot afford to miss. There is a lot more to the solution, the details of which can be seen on this post.

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Original article at http://blogs.adobe.com/saket/adobe-correspondence-management-solution-top-10-items-to-look-out-for/.

Building a Better Digital Customer Experience Doesn’t Have to Cost MILLIONS

In my role I spend a lot of time talking with organizations in both Corporate and Government sectors about creating great customer experiences. In fact, understanding the challenges and opportunities for these organizations is the aspect of my role that I enjoy the most. These organizations all want to achieve great digital customer experiences…who wouldn’t? [...]

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Original article at http://www.avoka.com/blog/?p=1424.

Customer Experience Management – A Case Study in Failure

I want to share an example of a failure for a company to grasp the importance of customer experience management.  If you have not heard, Customer Experienceis a term used to describe the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. Customer Experience covers multiple phases and contexts including awareness, discovery, attraction, interaction, purchase, use, cultivation and ultimately advocacy or ranting (like I am doing).

The story starts with me.  I am an avid outdoors type person.  I love having good ski, snowboard, mountain bike, kayak and hiking gear.  I generally buy nothing short of the best as I’ve found myself in places where your life depends upon your equipment.

Recently I bought some Vibram hiking boots from Mountain Equipment Co-op.  They basically wore out in about a year despite the fact they were only one of 6 pairs of footwear I used in that year.  This includes the gaping holes in the toes and any of the plastic area.  I called MEC which were very helpful but they said my best bet was to talk to Vibram myself.  I went to the website twice now and left messages telling someone what happened and asking at the very least if they would contact me.  I feel the quality of the boots is real bad and could have been possibly improved by the company examining them (I will otherwise not use them anyways).

Anyways, long story short, no one returned any communication to me.  The company has permanently lost me as a customer over this.  They showed no consideration for me as a customer.

Now while I rant about other companies on this blog with similar story (Rheem Water Heaters, Hillcrest Plumbing – both criminals IMO and The evil City Center Florists), I also want to commend companies that do really good things with customer experience.  I recently made a post applauding Marriott Hotels for outstanding customer experiences.   I’ve had similar great experiences with Shaw Cable Group, Delta Faucets (great warranty service) and others like Mountain Equipment Co-op.

So what are the lessons to be learned here?

1. If you run a company, you can no longer ignore the power of the people to spread bad news of horrible experiences via social media such as blogs, twitter, facebook etc.  A simple person like myself can put such a message out and it will eventually reach potentially millions of your customers.

2. I would suspect people are much more motivated to spread negative experience than good ones.  Companies like Vibram and ignore your customers when they have serious and legitimate complaints, it will hurt you.  Just read the follow on messages on the City Center florists blog post about how others reacted to their deceptive and illegal business practices - http://technoracle.blogspot.com/2010/03/vancouver-city-centre-florists-use.html

3. You need a platform to reconcile the multiple channels of experience into a single view at your company.  This should take into account social media activities as well as data from existing business processes and CRM type systems.

4. Understanding the context of an experience is essential.  This will probably involve ontology work or semantics for a shared understanding of the possibilities, meaning and concepts within an experience, with inside of and outside of the enterprise.

5.  The old way of doing business is dead!  Big multinationals cannot simply adopt the Ostrich move (stick your head in the sand until danger goes away).  YOu must be proactive in ensuring your customers have the best experience or they will not be your customers much longer.

In closing, if I owned stock in Vibram,  I’d be selling it as fast as I can.  Bad experience, shoddy workmanship and no desire to communicate with customers are a recipe for financial disaster.

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Original article at http://technoracle.blogspot.com/2011/03/customer-experience-management-case.html.

How the architect looks at Customer Experience (video)

What does Customer Experience Management really mean, abstract of how it is implemented?  This was what I considered when being interviewed in Barcelona earlier this year. The goal was to explore what “Customer Experience” means in terms of how enterprise architects might think.

 

The idea of “user experience” itself is not new. Most competent architects consider the users’ perspectives during any interaction with a system or systems they are designing. Customer Experience is unique and represents an emerging discipline of modern enterprise architecture covering many aspects of the logical, data and process views of any enterprise, spanning more than one system. Customer Experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. This duration may cover several unique stages including awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. CX as a term covers multiple contexts (the lifetime of a relationship down to an individual transaction. (Source = Wikipedia).
To give a more concrete example, an individual may have a history with an enterprise. This history may encompass several of the stages mentioned above including discovery (data may be stored in website interaction analytics, browser cookies, and tracking), interaction (data may be stored in CRM systems), use (data may be stored in the state of a business process instance), and advocacy (data may be stored in tweets, Facebook posts, and other social media).
The question that looms before any architect is how to reconcile the various data and historical interactions so your enterprise can deliver the best possible experience. Even the term “Customer” here is probably too prescriptive. The experience factor can also cover users that are within your own domain such as employees. Now factor in that this customer may have multiple concurrent channels of communication open and the problem comes into focus very quickly. How can you reconcile social media trails with CRM data? How can the telephony system be reconciled with the users’ web browsing data and process interactions? The graphic below illustrates this challenge.

 

The idea of converging the data required in any specific channels of interaction so you can deliver that experience is really powerful in terms of the experience it can deliver. If I call a company and the person who picks up the phone can immediately have full access to all my data, chances are high that they will serve me better.  The more they know about me, the less they have to query me at the very least.  It always agitated me when I would phone the credit card company and had an automated attendant ask me to key in my CC number, only to be forwarded to a human operator who had no visibility of the data I just entered, so I had to provide it to them again (or having my call forwarded to another department of an enterprise and having to repeat an entire conversation from start to finish).  An important thing to note here is that companies that successfully mitigate this have a huge advantage in garnering customer loyalty over those who ignore it.  Even though customers may not be able to distinguish the exact reason one company offers a better experience over another, the experience will be felt.So where does Adobe fit in?

The development of LiveCycle ES as a service oriented platform, essentially what the industry calls an Enterprise Service Bus (ESB), enabled data to be aggregated from various sources and gave enterprises the ability to access data and orchestrate data and services into processes, both short and long lived.  The acquisition of Omniture gave Adobe the leading web analytics suite.  The acquisition  of Day Software completed the technology for delivering CX and integrating social media channels however the integration of these technologies will really shine in the next evolution of the LiveCycle ES platform.  Additionally, the acquisition of Demdex provides the next evolution of our enterprise platform with the ability to enable clients to aggregate and manage their strategic data assets as well as make data actionable in a broad range of third-party advertising technologies.  Even the latest beta release of Flash Player 10.3 is rife with new media measurement features that allow deeper access of analytics data.

The mainstream press seems to have missed the agile Adobe acquisitions in terms of where the company is heading and what it will be able to deliver to enterprise customers in years to come. Some analysts like RedMonk, Forrester and, Gartner seemed to have taken notice though.  We’ve quietly built ourselves into a superpower in terms of being able to deliver CX to our customers.

To sum this up, architects MUST consider the view of overall customer experience over the lifetime of the relationship between their enterprise and the customers.  The alpha architects will need to consider how to successfully integrate RIA data with back end systems and distributed web data, sometimes in the form of a trail of digital breadcrumbs.  When they consider the many aspects and challenges of this view of architecture, it will become apparent who has positioned themselves as the leader.

Enjoy the video!

 

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Original article at http://technoracle.blogspot.com/2011/03/how-architect-looks-at-customer.html.

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