Engaging Video Content Improves Online Healthcare for All

17. August 2020 Posted by Kirsten Kelley

Being at the forefront of the battle against Covid-19, health workers worldwide are working day and night, under extreme conditions, to treat infected patients and ensure the continuity of health services for their communities. While doing so, doctors, nurses, and health professionals face two unprecedented challenges. First, they need to stay continuously informed on accumulating trial treatment research and frequently changing clinic protocols for this little-known disease. Second, they must be able to do that while social distancing from their colleagues and working in small shifts to minimize contagion risk. Additionally, health providers find themselves at the tip of the spear in promoting the public’s understanding and education that are essential to mitigating this crisis effectively. They need to be able to  reach their audiences online and through remote communication.

Getting the Message to the Masses

In times of crisis, people seek news, data, and advice and digital experiences for healthcare become more important than ever before.  Simultaneously, their attention span is limited. For this reason, emergency information must be made available and accessible yet digestible and comprehensive.

Video as part of a digital engagement strategy helps overcome language and cultural barriers and simplify even the most complex and abstract information. Therefore, it’s ideal for educating people on any topic, from how to put a mask properly to the symptoms indicative of Covid-19. It also strikes a deeper connection and elicits stronger emotional responses, making it more memorable and effective. Studies show that viewers retain 95% of a video’s message compared to only 10% of textual information. Audiences across all generations turn to video today as their preferred method for everyday learning (68%).

Providing Impactful Information at the Right Time

Frequent communication and real-time response are crucial during a crisis. News has to get out quickly and be easily updated to correspond to changing events. Content has to be agile, easy to produce, and manageable. Using external production shops with lengthy and cumbersome approval cycles just won’t cut it. An advanced video management platform enables health providers to do precisely that, leveraging smart, accessible, and streamlined video creation and distribution tools to serve a global and diverse community in need.

Putting in place a centralized and an easy-to-navigate patient portal is essential to minimize hospital and doctor visits for routine inquiries, check-ups, and postoperative follow-ups. It also offers a single source of truth, which is always available for on-demand viewing, from any device, screen, and network, wherever you are. Curating personalized playlists and using interactive tools – like hotspots, in-video questionnaires, and interactive video paths – are just some ways to provide immersive virtual care. These engage patients, creating lean-forward, accountable, and measurable informative experiences.

Empowering Healthcare Workers with Modern Training Tools

As healthcare providers face the need to regularly share knowledge within the organization, efficiently train medical personnel, and ensure compliance, videos can prove extremely advantageous. A highly searchable VOD portal can offer nurses and doctors contextual micro-learning experiences right on their mobile devices. Live executive communications or tailored video courses can help instruct medical personnel on updated protocols. Interactive learning pathways can demonstrate new cleaning practices for clinic workers exactly when they need it.

Video also enables health providers to learn about their viewers. By analyzing video consumption and engagement patterns or evaluating answers and choices (in the case of video paths, polls, and questionnaires), video is a second-to-none source of highly useful and actionable data. Which videos are medical personnel watching? Are they watching until the end or stopping midway? What parts interest them the most? Leveraging this in-depth data lets organizations improve their training procedures, and consequently, their staff’s skills and expertise. It also allows them to monitor each staff member’s progress and verify their information retention.

Providing Consistent, Reliable and Secure Information 

Health insurers and healthcare organizations have long seen the benefits of providing personalized, secure, and engaging content to their patients and members. Adding video content that is customizable and searchable will help differentiate them from the competition by offering a unique service when patients need it more than ever.

A new normal is slowly taking shape because of the pandemic. It may require health providers to introduce more patient and staff digital communication further down the line. For now, reevaluating their educational practices and accelerating video learning is an excellent start.

To learn how HCL Digital Experience is adding industry-leading video capabilities from Kaltura to its platform, register for our webinar on October 13, 2020

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Reimagine the Way You Create and Manage Content 

15. Juni 2020 Posted by Kirsten Kelley

Easily create rich content in half the time with our totally redesigned interface and new digital asset management capabilities. 

 

Look at This! A Completely Redesigned User Interface 

 

The way we consume content has changed and our content creation tools need to adapt to the fast pace and higher standards consumers expect. At HCL, we not only value your feedback, but we act on it.  We have taken thousands of hours of real customer feedback and purpose-built a new and intuitive way for our HCL Digital Experience customers to create and manage their content for their business critical digital experiences – and we just unveiled these new capabilities to market!

The totally redesigned Content Composer enables teams to create content in half the time and boosts productivity on our platform by up to 60%. We took the most commonly used elements of the content creation process and streamlined the workflow.  Now, something that took ten minutes and six clicks takes one minute and two clicks — giving you more time to focus on the business and what directly impacts your customer experiences.  

 

The redesigned Content Composer also comes with new drag-and-drop capabilities that let you quickly and intuitively build and organize content, without having to worry about breaking file paths or ruining a perfectly designed web page.  

 

HOT DAM!  New Digital Asset Management Capabilities Included — Free 

 

We’ve also added a brand-new way for you to manage your digital experience assets like images, videos, audio files and more. This new cloud-native Digital Asset Management tool will make hunting for lost or disorganized media and files a thing of the past.  You can set metadata and tags for assets, create different renditions for use in different digital properties, and organize digital assets in collections.  All of this in a centralized location to store, discover, edit and deliver rich media assets seamlessly with HCL Digital Experience.  

While there are vendors which offer DAM capabilities as a paid add-on, ours comes built right into our platform. At no additional charge. Because these new capabilities are native, there is no need for development to implement and maintain an API connection to a third-party vendor.  This further streamlines your workflow. 

 

Not only can you add and manage rich media, but you can also edit it without needing to re-upload an updated version. Crop, scale and rotate images and videos with ease. The new DAM capabilities also work with our experience API for headless usage in digital channels, so you aren’t tied down to the Digital Experience front end. 

 

More to Come 

 

With a new interface and built-in rich-media management capabilities, HCL Digital Experience has taken content creation to the next level.  To digitize your business critical experiences, you need not only flexibility, security and power, but also the ability for your business users to create engaging content.  We empower users to create the best customer experiences, improving the bottom line and customer satisfaction.  

 

Watch the live unveiling of these new exciting features. We will be showcasing the revolutionary new features the latest version of Digital Experience has to offer. 

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What’s the real cost of better digital experiences today?

5. Februar 2020 Posted by Kirsten Kelley

Ever wish you could go back to a simpler time? People who had businesses back before the internet were interested in providing a great customer experience, but it was all pretty straightforward. The customer had only a few touch points with the business — face to face, phone or mail – and the successful businesses put their organization’s best foot forward to create a great impression.

The cost to create multi-channel digital experiences

Now, it’s tricky. If you do business online, you need to worry about the full range of your visitors’ digital customer experiences.  Every digital touch point – you need to be awesome! This includes all web and mobile interactions, but also kiosks, IoT devices, wearables as well as the many other points of communication still in development.

And tricky can also mean costly. With so many channels it becomes harder and harder to create memorable, consistent impressions on each one. Supporting personalized content on so many channels can often sap internal resources. And if you don’t get it right everywhere, users may find themselves looking elsewhere.

What if you could create, manage and deliver engaging and personalized multi-channel experiences with a single digital experience platform? And what if that digital experience platform could not only integrate your efforts to provide customer-centric experiences, but also set your organization on the road to greater productivity?  Well, we have some facts to help illustrate the potential upside!

The research results from IDC

The International Data Corporation (IDC), a premier global provider of market intelligence, advisory services, and events for the information technology markets, interviewed organizations that use the HCL Digital Experience platform to create and manage their digital experiences. “Study participants told IDC that they have realized significant business benefits from their use of HCL DX, especially in increased revenue and employee productivity. The ability to deliver more engaging, relevant content, tailored to personas and channels, has been key to their success.”

HCL customers say that HCL Digital Experience solutions help them:

  • Generate more revenue, by providing customers and partners personalized real-time information about products, services, and prices
  • Enable faster and easier development of public-facing websites, intranets/portals, extranets, and other engaging content experiences
  • Drive higher employee productivity for those who create, deliver, and use digital experiences in marketing, creative services, application development, IT operations, sales, customer support, and other areas

“We are able to deliver a more personalized experience with HCL DX…This means better customer service, and everyone is happier. And that means as much as 10% more revenue.”

 

Consider some of the benefits that users have reported using the HCL Digital Experience platform:

  • 661% five-year ROI
  • 33% improvement in customer satisfaction
  • $41.7 million in new revenue

And if you’re concerned about upfront costs, consider this statistic: HCL Digital Experience customers reported that it took them only 16 months, on average, after investing in the platform to break even.

So it may not be the 90’s anymore, but with the right tools it can still be simple –- and cost-effective — for your organization to provide great customer experiences.

View the Infographic

 

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HCL DX: This Digital Experience Platform Is the Gift that Keeps Giving

19. Dezember 2019 Posted by Kirsten Kelley

Looking back at the year so far, I am thankful for all we have accomplished and excited for what is to come in 2020. Our platform has progressed so much in the few short months since we transitioned to HCL, and the genuine enthusiasm and energy around the platform is palpable.

The end of the year is an excellent time for reflection, so let’s take a look at what we have checked off our list, including the release of HCL DX 9.5 (our first new release in almost two years!), and consider some of the future gifts that are coming soon.

 

Innovative capabilities providing benefits now:

  • Unsurpassed platform standardization & flexibility:  Production Docker and Kubernetes support means initial install and subsequent updates of HCL DX software take minutes, not hours or days.  It provides unmatched flexibility and portability, so you can select the deployment model and platform of your choice.
  • Liberated experience delivery for front-end developers:  Developers can deliver cutting-edge experiences to any and all digital touchpoints, leveraging the latest front-end frameworks and the new self-describing OpenAPI set of REST services. Greater consistency across touchpoints lead to more revenue opportunities.
  • Accelerated time to market with a re-imagined UI:  A new practitioner experience, a beautiful set of out-of-box templates, as well as the forthcoming native digital asset management capability, help empower business users to create, manage and publish memorable experiences more effectively — ultimately delivering the experience customers demand in a timelier manner.
  • Deployment options to dramatically reduce Total Cost of OwnershipKubernetes orchestration for automated provisioning, load balancing, auto-scaling, self-healing (and more) dramatically reduces TCO.

Compelling advancements coming soon:

  • Media Library: This lightweight Digital Asset Management solution helps deliver engaging, consistently branded experiences across digital channels by centrally managing and enabling rich media assets (videos, images and documents).  Business users can optimize videos and images  without using complex tools or specialized resources.  CDN integration enables fast delivery of experiences to audiences to never miss an engagement opportunity.
  • Content UI: Content owners can look forward to a new, modernized content authoring & modeling experience that is integrated into practitioner studio.  This will allow users to reuse legacy content repositories (and versions) with a modern UX at the intersection of content & workflow – allowing business users to create content delivered anywhere using any framework.
  • Bulk Translation: This capability will help export content for translation and import translated content quickly, significantly accelerating delivery of content in multiple languages to improve engagement world wide.

 

More ways to engage with your favorite DX platform:

  • New customer videos, instructional videos, and more: Check out our new DX YouTube Playlist – here you will see some customer testimonial videos to hear how folks like you are running their business using HCL DX.  You can also see the DX Leaders video series on a variety of topics related to challenges and strategies when implementing digital transformation.  And coming in January, we will add our highly anticipated “Did-You-Know” series — with short instructional videos on how to deploy new capabilities with your HCL DX platform.
  • HCL DX Newsletter: We will publish this newsletter six times per year, where you can find the latest information about product announcements, upcoming webcasts and events, analyst papers and more. If you have not already done so, sign up for the newsletter today.
  • Connect with other HCL DX Aficionados and expand your network at our DX TechConnects: This is a series of 1-day events around the world where you can connect with HCL DX leaders, as well as other HCL DX customers to discuss product priorities, as well as implementation strategies.  In the first half of 2020, we plan to have these events in the following cities: NA:  Los Angeles, Atlanta, Dallas, Chicago, Toronto.  Europe: Amsterdam, Madrid, Rome. AP: Australia and more to come. Please reach out to Kirsten Kelley if you would like to receive an invitation.

 

Enjoy the gifts that the holiday season (and our HCL DX platform) provides – we look forward to working together to create more exceptional experiences in 2020.

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Rising to the occasion: Inspired launch events

29. Oktober 2019 Posted by Kirsten Kelley

We are back from launching our newest release of HCL Digital Experience —DX 9.5 — an important milestone for both HCL and our customers. With DX 9.5, we are reinventing the market leading platform to provide more power and simplicity for digital experiences for all audiences.

We had two lively and well-attended events, one in Raleigh, NC, and one in Milan, Italy. It was wonderful to see so many customers and partners, and we were buoyed up by the palpable enthusiasm and energy in both cities. Key themes we explored were how this new version of our Digital Experience platform can help you reduce TCO, empower users, increase agility, and accelerate your time to market — all with unbeatable standardization and flexibility!

HIGHLIGHTS from RALEIGH

Deep thanks to our partners Asponte, Sirius, Base22, Streebo, and Tiny — we couldn’t have done this without you and we appreciate your dedication to the platform and to helping make our customers successful. We had more than 25 sessions, including sessions with our HCL Commerce and HCL Connections portfolios to really highlight the powerful integration capabilities of our platform. You can see the video highlight reel for Raleigh here.  We had a wonderful evening event sponsored by Asponte – where the great conversations continued and we continued to learn from each other.

HIGHLIGHTS from MILAN

We continued the fantastic run in Milan, where we had more than 20 unique sessions and the help of our two fantastic partners, Factor-y and Streebo. It was great to start to share some of our deeper integration strategies of the future with our European partners and customers— sharing information about platform updates, detailed roadmaps, and excellent customer case studies.  Thank you to everyone who shared feedback on our planned product direction, and provided insights into key capabilities for our future releases.

We heard great feedback at both events. Some of the things we heard customers saying included:

“Deployment is so stable we forget about it.”
“HCL is making a better effort to listen.”
“Great energy at this event.”  and
“We are excited about the Media Library.” 

We also heard constructive suggestions:

“Need CI/CD best practices support.” and
“Keep working on LOB experience.”

We are listening to you, and grateful when you speak up. As always, submit your ideas for Digital Experience on our Ideas Portal.

If you are interested in becoming a sponsor user, sitting in on some product sprints, and directly helping us shape the future of the product, send us an email. And, if you missed these events – don’t worry. You can join the HCL DX 9.5 and Beyond webcast on November 14. Following that we will invite you to cast your vote on where we will gather together next year.

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Back to School! Ready to learn how HCL DX 9.5 can help you earn an A+?

23. September 2019 Posted by Kirsten Kelley

Fall is here.  The kids are back in school.  The cycle of learning continues.  Why should they have all the fun?  Take the opportunity to get some great education on your favorite digital experience platform – HCL Digital Experience!  The latest version of the product (HCL DX 9.5) will be generally available on September 30th, and we have two fantastic learning events planned to help you take advantage of the new capabilities in the platform!

HCL DX Inspire is a 2-day event where HCL DX Product Management and Development, as well as our amazing Business Partners and Customers can come together and share their expertise!  At this event you will hear about the latest product capabilities in HCL DX 9.5, some of the business benefits you can derive from the solution, as well as hear about (and influence) the future product road map, development themes, implementation strategies and more.  Some of the key topic areas include:

  • Discovering modern DX development strategies and technologies
  • Containerization for DX – consider the benefits
  • Hands-on / Show & Tell sessions
  • Deployment considerations and integrations
  • Client success stories and results

You will have an opportunity to meet with fellow DX experts and thought leaders, as well as access HCL DX technical and product leaders.  And one of the best parts of this education – unlike a college education you won’t be paying for it forever!  This event is complimentary – just get yourself to one of the following locations this fall:

Raleigh, NC – October 9-10, 2019 Milan, Italy – October 16-17, 2019

 

Make sure you don’t miss the opportunity to share your thoughts and collaborate with your peers at this amazing learning event!  We hope to see you there!

To learn more about HCL Digital Experience, visit us at: hcltechsw.com/products/dx

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Are your teams spinning their wheels or working together to deliver compelling digital experiences?

6. September 2019 Posted by Kirsten Kelley

Creating compelling, meaningful experiences is hard. Sometimes it feels like IT and the line of business are working at cross-purposes or speaking different languages. IT wants to create a secure, scalable platform that they can rely on and run cost-effectively. The business is looking for tools they can use to quickly understand their audience and create compelling, consistent, content-rich experiences that they can control and modify themselves.

More often than not, there is a disconnect between IT and the business when it comes to deploying digital experiences, and that’s when you end up expending your energy rowing in circles and not making much forward progress. In a December 2018 Forrester Consulting study, they found that while 61 percent of IT professionals believe their firm has a considerably/completely integrated digital experience strategy, only 48 percent of business professionals feel the same way. The study, commissioned by HCL, also found that in many cases metrics for these groups are not aligned, which results in the mismatch of priorities and perceptions of success. This misalignment prevents companies from delivering world-class experiences.

Exceptional digital experience requires an integrated architecture of analytics, process, culture, technology, and content, as wellas an ecosystem that supports customers, employees, and partners. This does not mean that IT or the business should give up its autonomy; they must instead find opportunities to align their goals, systems, and responsibilities for better results.

Start moving in unison today to move forward faster. Learn more about the challenges of creating exceptional digital experiences, and what the market leaders are doing to drive results.

Read the interactive Forrester paper today!

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