Posts Tagged: ‘hcl digital experience’

Digital Tools to Transform the Employee Experience

15. April 2021 Posted by Dan Allen

Every successful company invests in customer experiences, but far fewer are making the kind of investments in employee experiences that truly matter. As companies add more and more applications to support their business and customers, employee experiences can be neglected — even though now the need has never been greater. Digital platforms and tools are an essential component of an effective business to employee (B2E) strategy.

An employee experience is the sum of interactions and exchanges an employee has within their company — both personally and organizationally. How an employee perceives his or her journey through all the touchpoints within the organization matters. A lot. Why? Because employees are the true drivers of your business and the better the employee experience, ultimately, the better the customer experience. A Gallup study found “that companies with highly engaged employees outperform their competitors by 147% in earnings per share,” and that highly engaged employees are energized through an exceptional digital workplace.

Businesses are also seeing a cultural shift with new norms and expectations from employees. Add to that the recent pandemic, which has accelerated the use of digital tools and driven the need for companies to invest in digital platforms like never before. As employee demands and outside pressures continually grow, companies can’t afford to ignore these expectations if they want to attract and retain talented employees and teams.

Employee portals are key to improving the overall employee experience. Whether it’s an employee searching for IT support documentation or taking an eLearning class online, these B2E portals offer the opportunity for businesses to radically improve the employee experience.

You first need to understand why your employees would be using intranet portals. Are portals used to collaborate with other employees, search for answers to common questions or just necessary for getting work done? Gaining insight from employee interactions creates a currency, based on the data collected, to improve outcomes for the employee and the business. Employee experiences should be treated with as much care and analysis as customer experiences, since your employee is just as important.

Then, you should decide what will deliver the most value for your employees and business. As an example, eLearning might be a high priority if you are introducing a new product line. Or, you may have an urgent need to introduce employee self-service portals to optimize resources, reduce wait times and increase productivity. Sometimes with existing systems applications and data, needed by many employees, can only be accessed by certain departments, hampering access and causing frustration. Regardless of the need, companies should focus on solving business problems while at the same time driving increased employee efficiencies and collaboration.

Remember, that improving the employee experience should also include personalization, when it adds specific value. You could enable a customizable employee homepage to surface crucial information that can be tailored to make it easier for employees to get their job done. You could also customize content by role, or position within the company, to ensure information is only accessible and relevant to that role’s daily tasks. Personalized training for employees can be added based on their specific role and set up to track their personal development journey. In a Forbes research study, 86% of employees said they would change jobs if it resulted in more opportunities for personal development. Investing in a more personalized approach increases employee satisfaction and could potentially improve employee retention for your top talent. Today, thanks to advanced DXP tools, personalization can easily be applied to all your employees for an enriched experience.

Ultimately the employee experience, good or bad, will continue to impact your customers and your business success. Harnessing the power of your DXP may be your single-most important tool to drive the improvements needed in today’s business environment. This added intelligence can help you construct a truly integrated platform that transforms the employee experience. The employee intranet and associated portals are the best way to drive more engagement, innovation and productivity.

Find out more about how HCL Digital Experience should be your intranet portal of choice.

Your Digital Experience Should Evolve with You

15. Februar 2021 Posted by Kirsten Kelley

With deep integrations and a history of rock-solid reliability, see how HCL Digital Experience has evolved into the industry’s most robust cloud-native platform

As some of our top global digital agency firm just told us, “it’s much harder for industry DX platforms that support the anonymous user experience and then try to bridge into the known user experience that integrates everything “behind the login”. HCL DX at the core shines bringing all those applications and processes to life with relevant content that completes the customer journey”


It has been only 18 months since HCL acquired IBM Digital Experience, the longtime DX platform leader across every analyst report in this space. We are incredibly proud of the progress we have made in advancing the technology to new heights — making the user experience more intuitive, provided modern tools for developers, and giving administrators more flexible options to deploy new capabilities 10x faster than before — using their on-premises environment, in the cloud, or even through a hybrid cloud environment. We have come a long way, and the journey continues! When you are a leader, the competition can get fierce. Here, we set the record straight:

REALITY: Far from it. Our proven legacy in digital experience for decades has established deep trust from prospects and customers alike. Our eye for innovation has not been stifled as a result of our traditional systems and has in fact been accelerated since joining HCL. In the last 18 months, we have increased our engineering headcount by triple digits worldwide, and this trend will continue as we look to continue to build innovation our clients need. We have undertaken a continuous delivery model and have delivered 11 new releases since July 2019 and we have been recognized as the LEADER in the SPARK Matrix for DXP.

REALITY: Wrong! We have recently invested in more intuitive and efficient ways for our customers to build and manage content, but that’s not limiting our investments overall. Our product roadmap spans all of the key tenants of a true DXP. From firms like PennVet who are using DX and Unica’s marketing capabilities to advance their customer experience to a major pharmaceutical company driving billions in revenue through a robust DX powered Commerce experience! Some of the capabilities we have been developing and have planned include:

  1. Deep analytics: New integrated analytics from Unica Discover provide struggle detection, compliance and behavioral insights to help improve customer journeys. Plus, we have added integration with Google Analytics 360, offering insights to help teams optimize user experiences and improve conversions.
  2. Advanced e-commerce capabilities: Customers can streamline their digital engagement to support a comprehensive Commerce experience especially in the authenticated realm of b2b and b2b2c business models with HCL DX + HCL Commerce, and new CMS/DAM to create purposeful experiences that support the complex relationships of b2b and b2bc.
  3. Multi experience application development: Internal development teams shouldn’t have to be experts on iOS, Android, or any available platform. Developers can manage a single deployment and deliver across any digital touchpoint or device — even wearables and kiosks — with best-in class UX.


REALITY: Completely false! Many of our customers have made deep investments to develop a robust, secure, flexible on-premises solution. We will continue to support and expand capabilities for these customers. With that being said, we also provide the opportunity for these customers to expand their footprint (when they are ready) and move to the cloud. With our latest release, HCL DX provides the broadest cloud-native platform in the market, with support for Docker and Kubernetes, OpenShift, Amazon EKS, Azure AKS and Google GKE — and more to follow. With our latest hybrid deployment model, existing customers can access the latest cloud capabilities without needing to migrate their entire deployment. This offers the flexibility to keep current investments in our customers on-prem deployments who wish to keep their secured experiences within their data centers, while accessing new features in the cloud as they are ready. It’s all about choice. Further, HCL DX is now also available in SoFy, which will dramatically accelerate software deployment from weeks to minutes. Now, customers can test integrations with multiple HCL software products in the SoFy sandbox, such as Commerce and Unica, and use this as a virtual POC. Customers have the opportunity to create and deploy powerful websites in a cloud environment or continue to develop and deploy through their on-premises solution. We offer flexibility — while also helping preserve existing investments.

REALITY: Not anymore. In the past 18 months, we have made significant investments in our practitioner tools and the platform now enables teams to easily create, manage, and publish content. From a completely reimagined and modernized content authoring experiencer, to an intuitive DAM (which is free to HCL DX customers unlike our competition) with video integration, we have taken the UI to another level. Freedom Mortgage uses HCL DX extensively for multiple use cases and business users are able to create content in minutes! We are helping customers accelerate production of persuasive content to engage their audiences.

BOTTOM LINE: If your organization uses HCL Digital Experience to manage the intersection between data, content, applications and processes, it means that you’ve chosen the digital experience platform that listens closely to customer needs, stays in lock-step with what’s going on in the market, and has the vision and technology to stay one step ahead of the pack. To take advantage of all the new features and join us on our journey, talk to us.

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Six Ways to Ensure Your Digital Experience Is Excellent. In a Digital-Focused World, Make Sure You’re Working With the Best

12. Januar 2021 Posted by Demetrios Nerris

A digital experience takes place when a customer has an interaction with an organization exclusively through digital technology. The world was already heading in an increasingly digital direction, but in the wake of COVID-19, as more and more teams and organizations have been working remotely and relying on technology to power their workflows, a strong digital customer experience has never been more imperative. What are some steps you can take right now to maximize your digital experiences? 

  1. Invest in strong customer experience software

In order to ensure that they’re providing the best possible customer experience (or CX), companies need to prioritize their customer experience platform — cheaper one-trick-pony solutions won’t cut it. A strong CX platform will offer personalized options to the customer, ensure that their information is secure, and offer quick and reliable self-service when needed. Advanced data collection and machine learning personalization solutions included in a CX platform make a well-rounded solution crucial to invest in.

      2. Provide a secure platform

When providing secure personal information such as a bank account or patient ID, customers need to be sure that private and personally identifiable information is handled safely and securely. Though customers are generally willing and enthusiastic to engage in convenient digital experiences, the major data breaches of recent years still leave plenty of consumers understandably skittish about providing organizations with personal info. According to data gathered by Lift361, “strong security increases overall customer satisfaction from 13% to 40%, and customers have shown they are willing to spend more with companies they trust to protect their privacy and data.” Ensure that your tech has personal security measures in place and be transparent with users and prospects about just how safe they can feel using your platform.

HCL Digital Experience is one of the most secure solutions out there, trusted by 8 out of 10 of the world’s largest banks

 

      3. Make sure your solution “plays well with others”

Excellent digital experiences are ones where the user- or customer-facing experience may look and feel simple — but the back-end systems and processes might actually be very complex. Think databases of health and patient data, bank and financial transactions and accounts, government entities who need to share information or resources. These are the kind of transactions millions of people rely on every day to get about their daily lives. And many of the back-end systems are legacy systems — or don’t run in the same operational ways and business processes as others.  Being able to bring these disparate and varied pieces together and deliver a unified, seamless, and even single-sign-on experience is what separates success and customer satisfaction and confidence from brand erosion and mass exodus to a competitor. Learn more about what to look for when you need to digitize business-critical processes here.

Another part of complexity that comes with delivering digital experiences is understanding who’s visiting and what they are doing. This data is part of what you need to know before you can deliver better, faster personalized experiences. The best solutions have analytics included, so that you can analyze and optimize with tools that offer “struggle” detection and resolution (for better, more personalized digital journeys), behavior insights (capturing and analyze site visitor behavior), and business analytics (so you get visibility into business impact and can improve experiences). The best solutions also let you scale, without compromising security, integrity, nor user experience.

      4. Optimize your digital experience management process

DX management is the process of monitoring, assessing, and acting on your digital customer interactions. A strong digital experience platform will make sure your team members can keep track of each customer interaction — where are they in their journey? How often do your emails reach them? Have they expressed any frustrations working with your organization? DX management software should be able to:

  • Personalize interactions 
  • Gather important customer and customer-journey data 
  • Categorize, deliver, and adjust based on those important data points and analytics 
  • Scale your CX as your business grows
  • Flag customers that are at risk of churning

      5. Provide omnichannel capabilities

It’s very likely that customers will use multiple channels to interact with your organization, like mobile, desktop, and even voice. Ensure that any action completed on one channel is automatically reflected on other channels, and make sure that your website is optimized for mobile. Customers should be able to click a link from an email on their email app, for example, and be seamlessly transferred to your site where they can easily complete their purchase. Make sure that large image assets or text blocks aren’t slowing down your site’s mobile loading.

      6. Make sure you offer flexible deployments — including the cloud

With more and more businesses moving their digital experiences to cloud-based deployments, it’s crucial to carefully evaluate their current implementations and create a cloud strategy and path to getting there — and get the boost of cloud for driving transformation and differentiation. Organizations need to be flexible about their journey to the cloud, since there can be challenges inherent in migration mission-critical functions and workloads. The new hybrid-cloud support in solutions like HCL Digital Experience, means you can get the benefits of cloud — but preserve the value of existing on-premises investments and deployments — to help “future proof” digital experiences. 

See also: 4 Features of a Cloud-Native Digital Experience

Investing in a stand-out DX solution like HCL’s Digital Experience is more important to businesses than ever, and that importance will only increase in the coming years. Schedule a demo with us to learn more about exactly how our DX software will best help your organization. 

What Is a Customer Experience Platform? the Last Great Experience Your Customer Has Becomes Their Expectation. You Need the Right Solution.

5. Januar 2021 Posted by Demetrios Nerris

Customer experience (or CX as it’s commonly referred to) is an increasingly important priority for companies of all sizes. Organizations need to deliver highly contextualized experiences — not just simple websites and mobile apps — to reach customers with the right information, in the right way, every time. Business models are shifting and all us are having to adjust and adjust quickly. The last great experience a customer has now becomes their expectation — plus 96% of customers say customer service is important when choosing the brands they’re loyal to. Customers are more and more empowered in transactions as they’re able to do extensive research before buying and can closely compare between one company and their competitors. As organizations focus on providing exceptional CX, they need strong technology backing their process. That’s where a customer experience platform comes in. 

What does customer experience software do? 

To first understand why customer experience software is beneficial, we need to take a look at what customer experience is and why it matters so much. We know it’s an important factor in solidifying brand loyalty — but what does a solid customer experience actually look like? 

It generally refers to the feeling and impression your customers are left with after they leave an interaction with your brand. This is a combination of how easy your website is to navigate, how helpful your customer support services are, how personalized the content it, how customized the experience is, and how much value they gained from your brand, services, or products itself. CX can be assessed with surveys, feedback, and churn rates. 

Customer experience platform software is the technology solution an organization will use to observe, measure, handle, and improve the customer journey. These platforms serve as one-stop solutions for making sure that an organization doesn’t lose sight of important customer experience needs and initiatives, and are able to successfully meet their customer experience goals by tracking customer behavior, raising red flags when their activity points to a likely churn or dissatisfaction rate, suggesting personalization tactics to improve their experience, and using analytics to identify challenges in a journey so it can be addressed and conversion rates can increase. 

Why does my organization need a customer experience solution? 

No matter how strong your customer support team members and solution might be, you’ll still want to see all of your customer’s data in one place in order to make sure their experience is as satisfactory as possible. A solid customer digital experience allows team members to easily access data like a customer’s purchase history, purchase frequency, and feedback, giving you valuable insight into what they enjoyed about working with you, and where you might have room for necessary improvement, along with displaying the data of your customers en masse so you can identify bigger trends and catch issues that might lead to churn. These kinds of capabilities, along with the ability to bring in diverse systems, solutions, and sets of data, is exactly what the recent integrations between HCL Digital Experience (DX) and HCL Unica Discover allow you to do.  

Get access to the info you need — and only what you need 

An advanced customer experience platform allows role-based user access, so team members are only presented with the data and information that they need to better complete their part of the customer journey. Team members won’t get overwhelmed with too much information, and they’ll be able to leverage the data they do need to help improve CX in their area of expertise. 

Advanced platforms will also allow organizations to seamlessly integrate data and insights and use these to address customers’ needs. This is highly recommended (along with role-based access) when choosing a CX or DX solution. If you’re looking for a fully featured platform, consider HCL Digital Experience, with new analytics tools, completely reimagined content creation tools, and the broadest cloud-native support in market.

How and Why You Should Digitize Business Processes

15. Dezember 2020 Posted by Demetrios Nerris

If it wasn’t abundantly clear before, the COVID-19 pandemic has proved that digitizing business-critical processes (and making teams productive remotely) is key to business continuity. Whether a business has 50 — or 50,000 — employees, its operations are influenced and impacted (if not completely overhauled) by technology designed to speed up, connect, improve and sustain work in the modern world. Digital transformation for enterprise organizations is a no-brainer. It’s the “how” that defines what success looks like.

For some companies, embracing this digital transformation has been a gradual process of adoption.  Others have been digital all along, or they jumped in headfirst, undergoing a major overhaul all at once.  And for some it’s still an overwhelming burden, approached tentatively and perhaps even with aversion to change and new technology.  No matter the scenario, there’s little doubt, especially with remote work becoming ubiquitous, that old-school business processes that involve emailed documents and spreadsheets (or even paper-filled file cabinets) is not the way to go. 

Digitizing business processes refers to the integration of digital information — pieces of physical, non-digital material that has been converted into a digital format — into an automated workflow that can replace manual, disconnected and paper-based processes.  It means digitizing business processes, increasing employee productivity, and improving customer satisfaction. It provides dramatic benefits to employees, partners, customers and the organization as a whole. Converting not just documents and data to digital, but also workflow, transactions, functions and processes, can be very complex. There are many payoffs, however.

You will save time and money 

Using digitized processes can free up employees from a multitude of monotonous tasks. Rather than email chains for tedious and regular processes approvals, regular and routine functions (payroll, time logs, inspection signoffs, etc.) can be routed through workflows automatically. Functions such as financial transactions, insurance claims, medical prescription processing, in-house training can be automated and make teams more productive and efficient. People are free up to focus on real priorities and the needs of the business instead of avoidable minutiae.

Productivity and communication are increased 

The digital platforms now available can link employees via chat and messaging services, giving them the ability to work efficiently from anywhere. They also help keep teams safe and informed during business disruptions or crises. Teams are able to collaborate virtually using software that can store, organize and share information like.  Communication to your audience becomes faster and more seamless.  By digitizing your business processes, you enable a level of connectivity that has quickly becoming the new normal. 

Your data is more accessible and more secure 

Digitized data and content can be accessed and protected by creating and providing authenticated and role-based access to core applications and processes, allowing access to only those who specifically need it.  Locating a single file is as easy as clicking a button; accessing an entire collection of documents is just as simple, and can be done from work, home, or in line at the Starbucks.  Data can be stored in servers either on-premise or on the cloud (or a combination), protected by security protocols designed specifically for your organizational needs.

Emphasize improved value and experiences 

Changing fundamental operations can cause some uncertainty, to say the least, among employees and customers.  But digitizing business processes is all about leveraging technology to create better experiences, for all parties. Make sure teams understand that any disruption to their current routine is in pursuit of a better work experience for them, and the same for customers.  Emphasize and be transparent about change and how much value they stand to get from implementing new ways of working.

Don’t get piece-mealed to pieces 

There are so many possible components to a digitized business environment, and so many specific hardware, software and application options that it can make your head spin.  And while it is possible to cobble together an infrastructure of odds and ends that manages to coexist and get the job done, it’s not highly recommended.  Even if all your systems and backend data and key functions are disparate, they can be brought together and unified in a digital experience if you find the right platform and solution.

There are many digital experience platforms (DXPs) out there to choose from. The one you choose needs to meet the needs of your business, specifically. It needs to be able to scale and grow. It should be able to streamline communication both within the company and externally to your audience.  It should have a comprehensive data storage and security system that fits your needs.  And it should add real value to your work and enhance the experiences of everyone who uses it.  Find out more about our latest version of HCL Digital Experience as a place to start.

Be strategic about your digital transformation 

To truly digitize your business process and undergo true transformation, you need to first conduct an honest assessment of your enterprise and where it is on the maturity curve of digital transformation. Identify worker skills and tools gaps. Anticipate and map out changing customer expectations. Learn and partner with line of business leaders to assess and map how they work. Develop roadmaps, and get organizational buy-in. Figure out pathways to experiment and reassess. Test, iterate, repeat.

We all need to transform the way we do business. You need a technology and services partner to get this done and find your path to the future. You need digitized processes, and new ways to engage your customers, partners, and audiences. We understand digital transformation. Let’s transform your business. Sign up for a free demo now.  

What Is a Content Management System? And Why Are They so Important for Today’s Enterprise Organizations?

7. Dezember 2020 Posted by Demetrios Nerris

If you’ve ever published anything on the internet, you’ve used a web content management system (or CMS) to do so (unless you’re a brilliant developer and built a site from scratch, which is very impressive, but highly time-consuming and impractical). These days, more than half of all websites are built, updated, and maintained via CMS portals, and that number is only increasing. 

What does web content management software look like? 

CMS portals — also referred to as web content management software, content delivery managers, and content hubs — look slightly different depending on the type of site they service (personal blogs require different functions than a B2C retail site, for example), but retain some similarities across the board. Your CMS software will have a menu that lets content creators and managers create and edit web pages such as landing pages, blog posts, and contact forms, ideally with only a few clicks. Creators will log in to the portal, find the appropriate page from an index tab, make additions or edits and … voila! Content managed. 

Why should you use a CMS? 

Content management systems like the Content Composer in HCL Digital Experience are major development time savers, since marketers and other content creators can easily go into the platform themselves to create and publish content. Digital asset management systems, which, if you’re lucky, are part of a CMS, also let you create, manage, and deliver rich media (video, images, animations, and text) to partners, customers, and employees.  

Workflow is often built into a CMS, or customized at the organizational level. Different users can be allowed various levels of autonomy within the platform, so that, for example, an intern can add text or edit a blog post, but a marketing manager can be assigned to approve any published changes. When the whole team is working directly within a CMS platform, requests and approvals can be made seamlessly, reducing the back-and-forth of external email communication and the risk of a task getting lost in Slack or email notifications. 

CMS portals also help ensure that brand guidelines are automatically adhered to in every new web page, since developers can implement brand colors and logo imagery within the platform itself. Templates and drag-and-drop capabilities are a big part of the redesigned content tools within the most recent version of HCL Digital Experience, and let teams quickly and intuitively build and organize content.  Teams that use CMS portals will still need to have a developer or team of developers to make high-level coding edits that content creators might not know how to do, but the dev team won’t have to manually build every new website change, freeing up their time for higher priority projects. You can deliver time-sensitive news and resources through your site without having to wait on IT. 

How can you find the best enterprise content management software? 

Ultimately, finding the right CMS for your organization is a strategic choice based on how easy the platform is for your team to learn, the unique features one might have that stand out to your team (Do you need strong retail capabilities? Are you a creative agency that needs a visually stunning site?) and the level of design capabilities that you need. Before committing to a CMS, make sure that the features that are a priority to your organization are available and user-friendly, and that the integration and learning curve required isn’t one that’ll overwhelm your team members. If your organization is one that is complex and has multiple systems and backend repositories of data that manage business-critical functions, you need a platform that doesn’t go down and can scale to meet the needs of the business.  

Features of strong content delivery platforms 

Besides the general abilities that content management systems need to include (the ability to create and publish content, add image assets, and add tags to blog posts, for example), it’s worth looking for a content delivery network that offers features such as: 

  • Integrating data and workflows/ your current tech stack 
  • SSO and security that’s working even when the platform is at rest 
  • Tools and an interface that’s intuitive to marketers/content creators
  • Flexible deployment scheduling
  • Role-based user access
  • Reliable, scalable technology 

With these guidelines in mind, content creators can find the CMS that best serves the needs of their organization and manage their content delivery as efficiently as ever. HCL’s Digital Experience is a great place to start if you’re looking for an intuitive, multi-faceted solution. 

Sign up for a free demo workshop.

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Actionable insights now part of HCL Digital Experience. From data to experience in an instant

20. Oktober 2020 Posted by Jason Cornell

HCL DX is a proven platform – purpose built and trusted by enterprises worldwide – for the demanding needs of an organization’s business-critical digital experiences. These are more than content sites. Providing a secure personalized experience means integrating content, data, applications and processes from a variety of systems into a singular experience. Doing and delivering all this can be complex – that’s where HCL DX helps. 

Part of the complexity comes from understanding who is on your digital property, what they are doing there, and how you can make the experience better, faster and more personalized with the data you have.  This fall, we are adding seamless integration to powerful new analytics capabilities to our trusted HCL DX platform to help our customers deliver targeted experiences to all of their audiences and can lead to improving conversion rates by 85%.

HCL Unica Discover

HCL Unica Discover is a digital experience analytics platform that empowers Marketers to capture, replay and visualize the individual online user experience.  Now you can easily analyze and optimize your HCL Digital Experience customer journeys with the following capabilities from Unica Discover:

  • Struggle Resolution: Detect and address user struggle in real time with session replays
  • Behavior Insights: Improve user experiences through capturing and analyzing behavioral data
  • Business Impact Analytics: Gain better visibility into business impact and opportunities for improvement.

This also provides a more complete and actionable view of the customer journey across all your digital channels.  This helps to ensure a consistent experience, every time, driving better conversion rates, customer satisfaction, and customer retention. 

Google Analytics

Google Analytics (GA) is a web analytics service that helps marketers track, report and analyze in-depth detail about website visitors.  HCL DX has streamlined the configuration setup with GA to save time and development resources.  Now Marketers have the insight they need to make better decisions, and share the right content, to the right audience improving the customer experience.

All the insights, none of the complications

With streamlined access to these insights within HCL DX, our clients will have the information they need to be able to act quickly and create optimized experiences for their audiences. These new analytics capabilities, coupled with the intuitive content creation tools released this summer, will dramatically improve time to market. Better insights. Rich tools. Amazing results.

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What Are Kubernetes and Docker? And Why Should They Be Part of Your Digital Solution?

2. September 2020 Posted by HCL Digital Experience Team

Developers are becoming increasingly used to hearing the names Kubernetes and Docker in conjunction with one another. They’re both technologies associated with containers (packages of software that include all of the parts required to run an app, like the code and system libraries), but a common misconception is that they’re competing solutions. Developers might be familiar with “Kubernetes vs. Docker” discussions when, in fact, using Kubernetes with Docker is an excellent method of running containerized applications. But to understand what that means, we first have to look at what each platform does separately. 

What Does Docker do? 

Docker is currently the most popular container platform. In this context, containers are the solution to a classic developer dilemma: Often developers will write code that works perfectly well on their own machine, but fails when they try to implement it into the program it needs to live in. Containers are the solution to this dilemma  developers can package their code into one cohesive container image, which can then be run on any computer that also hosts a container platform.  

30% of enterprise companies use Docker, and that number is steadily rising. If a developer can benefit from containerization, chances are they’ll look to Docker for their solution. 

So, What Does Kubernetes Do, and How are They Related? 

Now that you have a grasp on what Docker does and why it’s an important tool to be aware of, the first thing that’s important to understand about the Docker/Kubernetes relationship is that the two technologies serve fundamentally different purposes. As the Container Journal nicely put it, “Kubernetes takes containerization technology  and turns it up to 11.”  

Kubernetes arrived as a solution to the next conundrum that comes with containerization: Now that the containers exist, how can they be organized? If Docker is in charge of packaging and distributing an application, Kubernetes is in charge of scaling and monitoring those apps. The tech solution combines containers that make up an application into intuitive groups for easy management and searchability. 

The Kubernetes architecture allows for development teams to remain agile and flexible in a rapidly evolving digital landscape where agility and adaptability are increasingly vital to standing out amidst your competitors.  

It is possible to use Docker without Kubernetes, although it’s not recommended for any organizations that hope to scale their apps and ensure that they’re easily available to as many interested users as possible. Conversely, is possible to use Kubernetes with another containerization solution, but as Docker has established itself as the premier app container solution, the Docker/Kubernetes combo remains the best integration on the market. 

solution that utilizes the Docker and Kubernetes pairing will save development teams hours of time, as the tech pairing allows apps to be installed in the cloud or on the premises in minutes, rather than days. 

Find out more hereJoin our webinar called “Getting Started with Containers,” or watch it on-demand.  

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IBM WebSphere Portal (or IBM Digital Experience) is now HCL Digital Experience and That’s a Good Thing. It’s time to upgrade

18. August 2020 Posted by HCL Digital Experience Team

If you’re looking for the latest version of IBM Websphere Portal you’ve come to the right place. IBM Websphere Portal (IBM Digital Experience) became HCL Digital Experience back in 2019 and since then has released two major updates making HCL Digital Experience the most flexible and compatible digital experience platform on the market today. 

As HCL Digital ExperienceIBM Websphere Portal, has undergone a major transformationHCL Digital Experience built upon the legendary reliability and security of IBM Websphere Portal by adding future ready features and intuitive UI redesigns to boost productivity by up to 60% and increase your ROI by up to 661%. 

The New Features in HCL Digital Experience 

With these new revolutionary updates, HCL Digital Experience (DX) currently ranks highest worldwide amongst providers of web experience management solutions. When organizations partner with HCL DX, they can expect: 

  •  The Ability to Integrate all the Things! 

HCL DX delivers customer-centric and personalized experiences by integrating your organization’s data, services, and workflows to fully integrate your current technology stack into Digital Experience. The new Experience API interface makes it easy to manage all your API connections in an easy drag and drop way. 

  •  New Reliable and Scalable Technology 

HCL Digital Experience utilizes Docker and Kubernetes to provide rapid installation, near-zero downtime and auto-scale capabilities. The automated provisioning, load balancing, and self-healing that Kubernetes offers significantly reduce the total cost of site ownership as well. Read more on how the State of Ohio was able to utilize these new features to handle a 3000% increase in traffic. 

  •  RockSolid Security and SSO 

Intelligence-agency-grade encryption and cross-system authentication, even while at rest, is built into the core of HCL Digital Experience. Single Sign-On (SSO) ensures that team members can be securely authenticated and jump right into their secured, protected work. 

  •  New Practitioner-Friendly Tools 

HCL Digital Experience took the robust content authoring capabilities of IBM Websphere Portal and turned it up to an 11 with a new reimagined user interface that dramatically reduces the learning curve and enables content to be created in half the time. Quickly build new content that responds to the market and industry needs without having to rely on IT. As agility is an increasingly important team skill, tech that helps deploy content quickly and easily has become a necessity. 

  • Cloud Native Support and Flexible Deployment 

Modern digital experiences are easy to deliver, even with a complex backend. HCL Digital Experience can now be run natively in the cloud as well as on-premises, and now has the broadest cloud native support on the market helping your organization modernize without compromise. 

  • A New Digital Asset Management System 

HCL recently released exciting new capabilities to its platform, that helps empower users to create compelling experiences, improving the bottom line and customer satisfaction. There are new media managing, rendering and versioning capabilities, and most importantly, it’s free to all DX customers! Also, it comes fully integrated so it’s faster to get up and running and one less thing to do before you can get started making content and digital experiences. You can read all about hereYou can watch the new capabilities in action here.  

Great! So How Do I Upgrade? 

Learn more about how you can upgrade to take advantage of all these new features by signing up for a free workshop where we will work directly with you to provide a personalized upgrade plan and go over any questions you may have. 

Sign up for a customized workshop here.  

Contact a sales representative here.

 

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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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5 Ways an Intranet Can Drive Employee Productivity and Engagement

6. August 2020 Posted by HCL Digital Experience Team

An intranet is a private, secure computer network that is only accessible internally (thus, the “in” in its prefix) to a company’s employees.  Intranets surfaced in tandem with the internet in the 1990s and exist as a secure alternative to the public internet network that could be used by anyone online. It can be an integral tool for enterprises looking to improve employee communication and engagement. Employment engagement is key to an organization’s success.

A recent Gallup study1 said that only a third of employees are truly engaged in their work — and that organizations with higher engagement levels are not only more productive, they achieve four times higher earnings per share growth. 

An intranet platform provides enterprises with useful collaboration tools that can open up dialogue among co-workers while streamlining certain processes within the organization as a whole. A good one also serves as a vital tool for sharing HR and other information, as well as providing operational and computer services within an organization.

Let’s look at five ways the intranet can boost productivity in the workplace

1. Improved Communication 

Not only can it act as a direct link between staff from all departments within a sprawling organizational flow chart, it can host blogs and forums that provide employees with a unique outlet to collaborate. An intranet network can allow employees to communicate in creative and empowering ways that might not otherwise occur, promoting a much-needed sense of community. Given the way the world has moved more toward remote work, this is more important than ever.  

Intranets can have communities and discussion boards, so that instead of employees having to sift through an unwieldy company directory to find another staff member, they can easily use the intranet to connect with them and quickly enhance the work they are doing.  

Additionally, an intranet network can distribute company updates, alerts and action items efficiently to everyone, saving time and streamlining internal communications. 

2. Centralized File Storage and Comprehensive Search 

The sheer number of files, documents and digital information an enterprise must grapple with can make managers and project leads — anyone, really — shudder in horror.  Being able to locate and access the data you need when you need it can be the difference between a job getting done and a project failing.   

With an intranet network you can store all your files in one centralized location, making data searches faster.  The intranet search engine can look up key terms and connect you to the discussion, blog or piece of information you need.  Communications can also be saved and stored, making posts and notes easy to look up and review.   

3. Faster Response Time  

If a problem arises, the collaborative nature of a company’s intranet software can unleash the shared knowledge and expertise of key players.  An issue can be immediately shared, whether it’s with IT or an emergency development in another department. Teams can then troubleshoot from all angles and stay informed of the solutions.   

By acting as an information conduit for an organization, the intranet can quickly assemble the collective brainpower of the organization to identify and quickly solve an issue that could otherwise can take much longer to properly assess and address.   

4. A Forum for Creativity, and an Information Hub   

By giving some ownership of the space to employees and empowering them to utilize it, an intranet can strengthen the creative bonds between people and teams and ultimately improve the collective performance of the company.  The intranet can host a range of staff-led endeavors, ranging from discussion forums on industry-specific topics to informal spaces for brainstorming the next staff retreat. It can also be a hub of information, where relevant articles, podcasts and videos can be shared and debated.   

If employees feel plugged in and connected not just to the specific work they do but to a larger web of people and information, they will be happier and more productive in their job.  There are endless ways of sparking this type of engaged community on an intranet.   

5. A Convenient Space for Company Policies and Procedures  

We’ve all gotten the massively daunting PDF of the staff handbook filled with processes that are probably outdated by years.  It sits somewhere collecting dust, a sad reminder of a tree groove that is no more.   

An intranet network can be the digital repository that weaves together the procedures and policies of a company and can be easily accessed and updated as needed.  It can also be the centralized place where employees can access the HR benefits hub, and grab the forms they need, for things such as leave, expensesor travel.   

While your company intranet might not get its moment on center stage in a roomful of mass appreciation, it is often the backbone to a functional and successful organization. If it’s set up well, and actively used, it becomes almost an invisible part of a functional workday. And if it drives the engagement and productivity your teams and employees need, it helps you reach better business outcomes faster.  

For more information on how HCL’s Digital Experience can boost staff engagement and productivity click here.   

1Gallup Study, “Employee Engagement on the Rise in the US,” August 26, 2018.  

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HCL Digital Experience. Now Easier. Faster. Cloud Native.

23. Juni 2020 Posted by Brian Chaput

We are thrilled to unveil our latest innovations and updates to HCL Digital Experience!  While we are constantly updating this platform through a rolling wave of iterations and releases, this latest version is a game-changer. It helps you reimagine how you create and manage content, and lets your organization deploy up to ten times faster, offering the broadest cloud-native support in market. You can deliver business-critical content, applications, and digital experiences to your audiences faster and easier than ever before. Now business critical meets cloud native.

Expanded cloud-native platform support 

We now offer the broadest cloud-computing platform support for a digital experience solution in the market. This allows you to install and update in minutes — with the security and robustness of an on-prem solution, but the flexibility, cost-effectiveness and speed of cloud. Support has been added for Microsoft Azure and Amazon EKS, adding to existing support for RedHat Open Shift. Customers now have the flexibility to deploy where, when, and how it makes sense for the business. This, combined with the existing Docker and Kubernetes support, means deployment and installation is up to 10 times faster than before.

Create content in half the time 

Being able to deliver content for digital experiences quickly to your audiences changes how you do business. Dramatically improved content-creation tools — a completely new Content Composer — means business users can now model and create new content in half the time with a modern, intuitive drag-and-drop interface.

Hot DAM! A new cloud-native Digital Asset Manager included — free 

A new cloud-native digital asset management system (DAM) lets you add and organize media quickly and seamlessly. You can now manage your content and media from creation to execution with ease. And, unlike some other digital experience platforms in the market, this DAM is included for FREE.  

We are excited to be on this journey with you. Come join us for the global unveiling and exclusive launch of Digital Experience 9.5. 

 

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COVID-19 and Changing Business/Customer Interaction

15. Mai 2020 Posted by Tom Parette

COVID-19 will have long term if not permanent impact on how society will interact with all aspects of our lives including how we work, shop, dine and manage our finances. Companies must react and put the right measures in place to respond to this event and potentially future events as well as accommodate changes in consumer behavior which have already taken place.  In some respects, society is fortunate this happened in 2020 and not in 2000 because technology is in place to perform many activities that we could not do 20 years ago.  Our ability to work from home using video conference technology, home delivery of food with DoorDash and Uber Eats, banking on-line including such functions as the ability to deposit checks with just the click of a phone, shopping on-line often with next-day delivery, having virtual doctor visits and the migration of many retailers to digital storefronts make this much less impactful as it otherwise could have  been.  Even with all the progress we have made, there are many businesses which have still not fully moved to a digital interaction with their customers and many of them are significantly impacted by the events taking place.  These high-touch areas of our economy must evolve their business models to provide equal to if not better levels of service through a digital interaction model compared to their current high-touch engagement models.  This will not only be a necessity against future impacts but will simply become part of doing business with a society which will forever change the way they do business.

As I have spent the majority of my career in banking technology, one obvious area of improvement is how we pay for things.  As children we were all told cash is dirty.   Guess what, that not only has been imprinted in our minds, but come to find out it’s true.  This will continue to drive society away from cash.  Even with the reduction of using cash, we don’t want to be forced to touch payment keypads if we pay with cards.  Society must move to completely contactless payment methods.  Most of us carry around a very secure payment device in our pockets in the form of a smart phone and business should be using that as the payment platform of choice.

Car shopping is much more high touch than it should be.  Tesla has proven that car shopping and ordering can be a completely digital experience.  Car dealers are currently significantly impacted on the sales side of their dealerships and should evolve to a digital dealership.  The service side of the business could also improve with smarter cars that can diagnose many of the problems before they ever are taken in for service.

The real estate industry seems like a difficult one to move to digital but with Virtual Reality technology readily available, there is no reason those first showings at that initial list of potential houses could not be done “virtually” using VR technology with a virtual walk through to narrow down to a list of homes that are truly worth an in-person visit.  This also enables potential customers relocating from a different city to do the majority of their home shopping before they even visit their new destination.     

 

HCL Software has the products and services to help move your business to a digital interaction model providing the digital storefront for your customers to engage with your business across the platform of their choice.  HCL Commerce provides an omni-channel platform providing personalized storefront capabilities for both business to consumer and business to business interactions.  HCL Digital Experience helps businesses create engaging digital experiences across multiple device types by integrating rich applications and content to deliver these new engagement models.    

 

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HCL Digital Experience and the future of WebSphere Application Server

8. April 2020 Posted by David Strachan

What we are doing with WAS?

HCL is bringing renewed energy to Digital Experience, as we add new capabilities and move to a much more aggressive release schedule. Customers often ask what we are going to do with IBM® WebSphere® Application Server (WAS) and the purpose of this post is to explain what we intend to do.

Customers around the world have entrusted HCL Digital Experience with their business critical workloads for 20 years. WAS clustering provides a rock-solid foundation for that, and as a result unplanned outages are very rare and performance is consistently excellent. We are not going to treat that lightly or recklessly.

What is rock solid, but flexible?

That said, our customers are also asking us for a less monolithic approach to HCL Digital Experience (DX). Many of them are investing in Kubernetes as the runtime environment of the next decade. We are responding to that demand with the support for Kubernetes that we released in HCL DX v9.5 and enhanced subsequently.  HCL’s strategy is to provide a gradual approach, in order to minimize disruption for our customers, while enabling new runtime architectures as quickly as possible.

When we released HCL Digital Experience 9.5 in September 2019, we announced that it would be supported for at least another five years. This means customers can continue to run their WAS clustered environments during this time, and we will continue to enhance it.  In this release, we added a supported option to run the product in a Kubernetes environment, such as Red Hat’s OpenShift or Amazon EKS. More Kubernetes platforms will follow, driven by customer demand. Existing applications will run on this platform, and most customers should be able simply to redeploy their applications using the staging-to-production workflow.  Existing portlets and themes will also still run in Kubernetes deployments of HCL DX 9.5.

In parallel, our future direction is clearly towards the Kubernetes architecture. We are creating new services, such as our Digital Asset Manager, Content Composer or Experience API, all of which are based on technologies other than WAS. These new services provide exciting new capabilities for our customers, which we hope will make it easier for our customers to justify moving to our Kubernetes architecture.

For clarity, we will not have a singular migration event in which we re-platform HCL Digital Experience to another application server, because that would introduce risk and uncertainty to our customers. We are focusing on adding new features that add value to our customers, and ensuring that existing customers can adopt those.

We hope this statement of direction is clear and helpful. We would love to hear from you if you have comments or questions about this. We would also love to discuss how you can get the most out of your HCL Digital Experience  deployment and help ensure your are on an up to date version. Please get in touch with your HCL representative to discuss this further, or you can reach out to Kirsten.Kelley@hcl.com if you need additional information.

 

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Digital Experiences Matter. Especially in Times of Crisis

6. April 2020 Posted by Brian Chaput

“Business-critical” has never mattered more than right now.

All digital experiences matter, but some matter more than others.  The COVID-19 crisis response is forcing governments to define what is “essential” for populations operating under stay-at-home directives. What is, in fact, essential are those digital experience touchpoints we all need to rely on to stay informed, to stay vigilant, and perhaps most importantly, to stay connected and productive.

This is when rock-solid and reliable digital experiences truly matter most. This is when business-critical applications and core systems not only have to work — they have to continue to run operations from wherever we are to ensure our customers, partners, or employees have the information they need to be safe, productive, and up to date. Because HCL Digital Experience is the kind of platform that has the power, reliability, and security necessary to keep complex and business-critical processes running we know what’s required to deliver this level of service to digital audiences. We have broken down the essential qualities necessary for this success here into six main categories. Your business-critical digital experience platform must be:

  • Performant: In these challenging times you need to ensure that your audiences are able to get the information they need, when they need it. Downtime is not an option. Business-critical means that your system is rock-solid, reliable, scalable, and can support fluctuating demand with ease.
  • Secure: Your businesses’ data needs to be protected. As we move to communicate even more fluidly online, you need to be confident that you can offer secure experiences with data encryption and cross-system authentication. Business-critical means your data cannot be compromised.
  • Personalized: Provide the right information to the right people at the right time. You need to enable your customers, employees, and partners with the right level of access to your system to access and provide necessary data. Business-critical means that the information presented is relevant and contextual, based on your relationship with them, and what they are doing on your site.
  • Integrated: Provide the whole story. Your enterprise has a wealth of information that resides in a variety of systems. Business-critical means that you can seamlessly blend your content, data, applications, and core processes into a meaningful unified experience personalized by role and identity.
  • Flexible: Develop smarter, update faster. You can select the deployment model (on-prem, any cloud, or hybrid) and platform of your choice, and be up in running in minutes. Business-critical means that with traditional OnPrem or optional Docker/Kubernetes support you can choose what deployment approach fits your operation best today, with the flexibility and portability to change on your timeline.
  • User-Friendly: Empower business users to create. Put your subject-matter experts in control with easy-to-use tools that help them quickly create targeted, engaging content for all audiences, and let your developers focus on developing new technology. Business-critical means that essential content gets to the audiences that need it, and your team’s productivity can soar.

When you need to digitize your business processes and take your business-critical applications online, you need HCL Digital Experience. We are here to help.

Learn how our partners are empowering organizations to meet the challenges of Covid-19.  Join these short webinars to learn more:
  • Digital Experiences Matter in Times of Crisis.  Chatbots can help.  Watch the webinar
  • Digital Experiences Matter in Times of Crisis.  Lessons learned from the State of Ohio.  Watch the webinar
  • Digital Experiences Matter in Times of Crisis.  Alerting can be key. Watch the webinar

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