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Craig Randall | Principal Scientist, Adobe | @craigsmusings
When Content Meets Applications (revised)
Adobe CEM
revolutionizes
how enterprises
engage with
customers
and how customer
experience is
delivered
3
Transactional Systems (ERP, CRM, ECM, PLM, Banking Systems)
Customers
Adobe + Day =
strong assets integrated to optimize customer experience
Global Web
Social
Collaboration
Interactive
Applications
Interactive
Documents
Content Process Analytics
Customer Experience Management
AdobeDay
Adobe Customer Experience Management
4
Current customer experience online…
It’s real jungle
Customer interaction with an enterprise
5
Websites
Customer
Call Center
Apps
Point of Sale
Loyalty Site
Web
Applications
Social
Media
Mobile Apps
Customer
Service
ApplicationMicrosites
Statements
Email
Challenges
 Non-intuitive experience
 Inconsistency across channels
 Not contextual
Impact on organization
 Low conversion rates
 Lost revenues
 High cost-to-service
 Brand deterioration
Customer /
Citizen /
Partner
What the customer wants
 Personalized, responsive experiences
 Right experience for right task for the right
device
 Multi-channel communication
Customer /
Citizen /
Partner
Tablet
What the customer wants
PDF formsGuided navigation
Rich, engaging
experience
 Personalized, responsive experiences
 Right experience for right task for the right
device
 Multi-channel context aware
Print
Customer /
Citizen /
Partner
Mobile
Tablet
Desktop / offline
What the customer wants
 Personalized, responsive experiences
 Right experience for right task for the right
device
 Multi-channel context aware
Online Call Center Branch
Agent /
Field
Mail &
Fax
Email Mobile
Customer /
Citizen /
Partner
Context flow across apps and channels
Challenges
 Content, application and context problem
 Multiple stacks and project silos
 High cycle time for change
 Multiple systems to scale, manage and
administer – high TCO
IT Team
Websites ApplicationsGAP
Portals
Mobile apps
RIA
Web apps
Commerce
Business apps
Websites
Microsites
Mobile Sites
WCM
DAM
Campaigns
Context
flow
Content
integration
Analytics
Application
integration
Adobe’s Customer Experience Management (CEM) vision
PUBLIC CLOUD
Services
USER EXPERIENCE
Multiple
Channels
Multiple
Platforms
TOOLS
Creative
Suite
Flash
Catalyst
Flash
Builder
LiveCycle
Workbench
Foundation
CUSTOMER EXPERIENCE MANAGEMENT PLATFORM
EXISTING APPLICATIONS & SYSTEMS
Legacy
Systems
Enterprise
Information
Systems
DatabasesDirectories
Message
Queues
ECM
Repository
Modules
Dynamic
Content
Enterprise
RIA
Business
Process
Solution Accelerators
Online Mobile Branch
Agent/
Field
Mail &
Fax
Email
Call
Center
Social
Analytics
Document
Services
Content + applications
PUBLIC CLOUD
Services
USER EXPERIENCE
Multiple
Channels
Multiple
Platforms
TOOLS
Creative
Suite
Flash
Catalyst
Flash
Builder
LiveCycle
Workbench
Foundation
CUSTOMER EXPERIENCE MANAGEMENT PLATFORM
EXISTING APPLICATIONS & SYSTEMS
Legacy
Systems
Enterprise
Information
Systems
DatabasesDirectories
Message
Queues
ECM
Repository
Modules
Dynamic
Content
Enterprise
RIA
Business
Process
Solution Accelerators
Online Mobile Branch
Agent/
Field
Mail &
Fax
Email
Call
Center
Social
Analytics
Document
Services
LiveCycle Rich Internet Application (RIA) Services
LiveCycle Collaboration Service
Build real-time, multi-user
collaboration into existing or new
rich Internet applications
LiveCycle Mosaic
Assemble intuitive, personalized
and highly productive applications
through a composite RIA
framework
LiveCycle Data Services
Improve the performance and
simplify the development and
integration of your RIA
application with backend
systems
13
LiveCycle Mosaic
Composite RIA Framework for rapidly assembling intuitive, personalized and
activity-centric RIA applications that aggregate existing enterprise applications
Increased productivity
 Intuitive and consistent
 Personalized
 Activity centric
Improved decision making
and response time
 Context aware
 Aggregation from multiple
sources
14
LiveCycle Mosaic – developing composite RIAs
 Composition approach to application
development
 Client side communication between
application components
 Comprehensive ActionScript and JavaScript
API – HTML and Flex integration
 Central catalog for housing all reusable
application components
 Out-of-the box skins, shells and layout
managers
 Pluggable component model
 Integrates with existing SSO, directory and
entitlement management solutions
15
LiveCycle Mosaic – UI components
16
View organizer
Shell
View
Panel
Tile
16
• Custom web apps
• RIA services
• Mosaic server
• Data Services
• Collab Service
• Content (CRX)
• Common libraries
• Caching
• Logging
• User management
integration (LiveCycle ES)
• Spring-based
• OSGi-ready
LiveCycle RIA anatomy – client stack
17
Gravity
Flash Player
SWF/Module Loading
Dependency Injection Messaging
RIA Core Services
LoggingAuthentication
Configuration
Context
Persistence
more …
LiveCycle
RIA
Server
RIA Component Libraries
Content Collab Mosaic
DataServices
LiveCycle ―ES Next‖ Solution Application
(e.g. Field Force Automation)
Security Guides more…
More: http://craigrandall.net/archives/2010/10/realizing-great-customer-experiences-with-livecycle-es3/
Experience-oriented architectural approach
 Customer-driven and design-led
 Maximize potential reuse
 Interface-based component interactions
 Bundles for logic, UI, etc.
18
Domain
Integration
Presentation
Infrastructure
LiveCycle RIA component patterns
19
RIA Component
Domain & Service
Presentation
View
PresentationModel
Events
Data Binding
{View State}
{Operations}
{Events}
DomainModel
Foo getFoo()
setFoo(Foo f)
IService
operation()
ServiceImpl
operation()
IPresentationModel
Infrastructure UtilityClasses
LiveCycleES3RIAServer
Client Server
IDomainModel
Foo getFoo()
setFoo(Foo f)
Custom view and presentation model
20
Infrastructure UtilityClasses
Domain &
Service
RIA ComponentPresentation
CustomPresentationModel
Events
Data Binding
{View State}
{Operations}
{Events}
CustomView
IPresentationModel
Custom application façade
21
Domain & Service
Presentation
View
PresentationModel
Events
Data Binding
{View State}
{Operations}
{Events}
DomainModel
Foo getFoo()
setFoo(Foo f)
IService
operation()
ServiceImpl
operation()
IPresentationModel
Infrastructure UtilityClasses
IDomainModel
IPresentationModel
Foo getFoo()
setFoo(Foo f)
RIA Component
Customization Façade
ServiceDelegateImpl
AppDomainModel
eRIADomainModel
serviceDelegate
Foo getFoo()
setFoo(Foo f)
Bar getBar()
setBar()
IServiceDelegate
operation()
backendService
operation()
Content-centric RIA with CRX (future product vision)
 Common underlying repository for both content and application data/metadata
 Day CRX
 LiveCycle’s emerging enterprise RIA platform
 Mosaic catalog based on CRX
 Contextually agile applications (tile compositions) alongside contextually agile content (WCM,
etc.)
 Consistent composition model
 Ability to leverage a common Package Share model for content + applications
 Common delivery platform for applications—both composite content apps (CCA) and
rich Internet apps (RIA)
 AIR, Flex, Mobile, HTML5
 Integrated tooling
 Simplify content-centric RIA building via Fiber modeling of CRX (LCDS leverage)
 Highly extensible and agile (easy to add new fields, etc. vs. traditional RDBMS)
 Single workflow model for updating site content, application
content/criteria/configuration
22
Become more familiar with LiveCycle, RIA Services, etc.
 Adobe LiveCycle Enterprise Suite
 http://www.adobe.com/products/livecycle/
 Adobe Partner Portal
 https://www.adobe.com/cfusion/partnerportal/index.cfm
 Adobe LiveCycle Developer Center
 http://www.adobe.com/devnet/livecycle/
 Adobe Enterprise Café
 http://www.adobe.com/devnet/enterprise/cafe.html
 Soon to incorporate the Day community!
 Craig’s blog
 http://craigrandall.net/
23
When Content Meets Applications
Fully integrated design-development workflow
Creative Suite Tools
Illustrator
Photoshop
Design and Development
Tools Flash
Profession
alFlash
Catalyst
 Prototyping
 Design / develop
workflow
Flash
Builder
 Eclipse IDE
 Code profiling
 Debugging
Workbenc
h, RIA
Plug-in
Spring,
WTP
 Eclipse IDE
 Processes,
forms & docs
 Data modeling
InDesign
LiveCycle Mosaic ES2 architecture
Developer Deployment
Tomcat
Mosaic Server
WebDAV / Spring Security
Catalog
Composite RIA
Service
View
Management
Authentication /
Authorization
AIR Flash Player
Desktop Client
Runtime Perspective
Design Perspective*
Catalog Management
Perspective*
Browser Client
Runtime Perspective
REST (HTTP + HTTP/S)
Java EE App Server
Production Deployment
Repository
User
Management
LiveCycle ES2 Foundation
* Preview
LiveCycle Data Services 3 architecture
27
Edge Server
AMF
RTMP
Polling
LongPolling
Streaming
NIOLongPoll
NIOStreaming
NIOPolling
HTTP
Proxy Server
JMS
Spring
Hibernate
Security
SQL
Others
Java
Service
Introspector
Flash Builder
PDF
Generation
LiveCycle
Rights
Management
Process
Management
Reader
Extensions
Production
Print
BAM
Modeler
Plugin
Code
Generator
Network
Monitor
Data
Mgmt
Service
Remoting
Service
Message
Service
Model Driven Architecture
LiveCycle Collaboration Service – SDK makeup
High-level
Components
Foundation
Classes
Pods
RTC UI Components
Shared Managers Shared Model
Session
(Connection, Authentication, Reconnect/Failover, RMI Routing)
Audio Pub / SubWebcam Pub / Sub File Pub / Sub Shared Cursors
Users AV Streams
Files Room
Pub / Sub Messaging + Permissions
Shared Collection Baton
Shared Property UserQueue
Roster WhiteBoard Chat FileShare Note WebCam
One Web, Any Device*
19 of top 20 OEMS are committed to
delivering Flash
Power of the Adobe Flash Platform
One UX, Any Device
We are committed to delivering
customer experiences to every device

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When Content Meets Applications

  • 1. Craig Randall | Principal Scientist, Adobe | @craigsmusings When Content Meets Applications (revised)
  • 2. Adobe CEM revolutionizes how enterprises engage with customers and how customer experience is delivered
  • 3. 3 Transactional Systems (ERP, CRM, ECM, PLM, Banking Systems) Customers Adobe + Day = strong assets integrated to optimize customer experience Global Web Social Collaboration Interactive Applications Interactive Documents Content Process Analytics Customer Experience Management AdobeDay Adobe Customer Experience Management
  • 4. 4 Current customer experience online… It’s real jungle
  • 5. Customer interaction with an enterprise 5 Websites Customer Call Center Apps Point of Sale Loyalty Site Web Applications Social Media Mobile Apps Customer Service ApplicationMicrosites Statements Email
  • 6. Challenges  Non-intuitive experience  Inconsistency across channels  Not contextual Impact on organization  Low conversion rates  Lost revenues  High cost-to-service  Brand deterioration Customer / Citizen / Partner
  • 7. What the customer wants  Personalized, responsive experiences  Right experience for right task for the right device  Multi-channel communication Customer / Citizen / Partner
  • 8. Tablet What the customer wants PDF formsGuided navigation Rich, engaging experience  Personalized, responsive experiences  Right experience for right task for the right device  Multi-channel context aware Print Customer / Citizen / Partner Mobile Tablet Desktop / offline
  • 9. What the customer wants  Personalized, responsive experiences  Right experience for right task for the right device  Multi-channel context aware Online Call Center Branch Agent / Field Mail & Fax Email Mobile Customer / Citizen / Partner Context flow across apps and channels
  • 10. Challenges  Content, application and context problem  Multiple stacks and project silos  High cycle time for change  Multiple systems to scale, manage and administer – high TCO IT Team Websites ApplicationsGAP Portals Mobile apps RIA Web apps Commerce Business apps Websites Microsites Mobile Sites WCM DAM Campaigns Context flow Content integration Analytics Application integration
  • 11. Adobe’s Customer Experience Management (CEM) vision PUBLIC CLOUD Services USER EXPERIENCE Multiple Channels Multiple Platforms TOOLS Creative Suite Flash Catalyst Flash Builder LiveCycle Workbench Foundation CUSTOMER EXPERIENCE MANAGEMENT PLATFORM EXISTING APPLICATIONS & SYSTEMS Legacy Systems Enterprise Information Systems DatabasesDirectories Message Queues ECM Repository Modules Dynamic Content Enterprise RIA Business Process Solution Accelerators Online Mobile Branch Agent/ Field Mail & Fax Email Call Center Social Analytics Document Services
  • 12. Content + applications PUBLIC CLOUD Services USER EXPERIENCE Multiple Channels Multiple Platforms TOOLS Creative Suite Flash Catalyst Flash Builder LiveCycle Workbench Foundation CUSTOMER EXPERIENCE MANAGEMENT PLATFORM EXISTING APPLICATIONS & SYSTEMS Legacy Systems Enterprise Information Systems DatabasesDirectories Message Queues ECM Repository Modules Dynamic Content Enterprise RIA Business Process Solution Accelerators Online Mobile Branch Agent/ Field Mail & Fax Email Call Center Social Analytics Document Services
  • 13. LiveCycle Rich Internet Application (RIA) Services LiveCycle Collaboration Service Build real-time, multi-user collaboration into existing or new rich Internet applications LiveCycle Mosaic Assemble intuitive, personalized and highly productive applications through a composite RIA framework LiveCycle Data Services Improve the performance and simplify the development and integration of your RIA application with backend systems 13
  • 14. LiveCycle Mosaic Composite RIA Framework for rapidly assembling intuitive, personalized and activity-centric RIA applications that aggregate existing enterprise applications Increased productivity  Intuitive and consistent  Personalized  Activity centric Improved decision making and response time  Context aware  Aggregation from multiple sources 14
  • 15. LiveCycle Mosaic – developing composite RIAs  Composition approach to application development  Client side communication between application components  Comprehensive ActionScript and JavaScript API – HTML and Flex integration  Central catalog for housing all reusable application components  Out-of-the box skins, shells and layout managers  Pluggable component model  Integrates with existing SSO, directory and entitlement management solutions 15
  • 16. LiveCycle Mosaic – UI components 16 View organizer Shell View Panel Tile 16
  • 17. • Custom web apps • RIA services • Mosaic server • Data Services • Collab Service • Content (CRX) • Common libraries • Caching • Logging • User management integration (LiveCycle ES) • Spring-based • OSGi-ready LiveCycle RIA anatomy – client stack 17 Gravity Flash Player SWF/Module Loading Dependency Injection Messaging RIA Core Services LoggingAuthentication Configuration Context Persistence more … LiveCycle RIA Server RIA Component Libraries Content Collab Mosaic DataServices LiveCycle ―ES Next‖ Solution Application (e.g. Field Force Automation) Security Guides more… More: http://craigrandall.net/archives/2010/10/realizing-great-customer-experiences-with-livecycle-es3/
  • 18. Experience-oriented architectural approach  Customer-driven and design-led  Maximize potential reuse  Interface-based component interactions  Bundles for logic, UI, etc. 18 Domain Integration Presentation Infrastructure
  • 19. LiveCycle RIA component patterns 19 RIA Component Domain & Service Presentation View PresentationModel Events Data Binding {View State} {Operations} {Events} DomainModel Foo getFoo() setFoo(Foo f) IService operation() ServiceImpl operation() IPresentationModel Infrastructure UtilityClasses LiveCycleES3RIAServer Client Server IDomainModel Foo getFoo() setFoo(Foo f)
  • 20. Custom view and presentation model 20 Infrastructure UtilityClasses Domain & Service RIA ComponentPresentation CustomPresentationModel Events Data Binding {View State} {Operations} {Events} CustomView IPresentationModel
  • 21. Custom application façade 21 Domain & Service Presentation View PresentationModel Events Data Binding {View State} {Operations} {Events} DomainModel Foo getFoo() setFoo(Foo f) IService operation() ServiceImpl operation() IPresentationModel Infrastructure UtilityClasses IDomainModel IPresentationModel Foo getFoo() setFoo(Foo f) RIA Component Customization Façade ServiceDelegateImpl AppDomainModel eRIADomainModel serviceDelegate Foo getFoo() setFoo(Foo f) Bar getBar() setBar() IServiceDelegate operation() backendService operation()
  • 22. Content-centric RIA with CRX (future product vision)  Common underlying repository for both content and application data/metadata  Day CRX  LiveCycle’s emerging enterprise RIA platform  Mosaic catalog based on CRX  Contextually agile applications (tile compositions) alongside contextually agile content (WCM, etc.)  Consistent composition model  Ability to leverage a common Package Share model for content + applications  Common delivery platform for applications—both composite content apps (CCA) and rich Internet apps (RIA)  AIR, Flex, Mobile, HTML5  Integrated tooling  Simplify content-centric RIA building via Fiber modeling of CRX (LCDS leverage)  Highly extensible and agile (easy to add new fields, etc. vs. traditional RDBMS)  Single workflow model for updating site content, application content/criteria/configuration 22
  • 23. Become more familiar with LiveCycle, RIA Services, etc.  Adobe LiveCycle Enterprise Suite  http://www.adobe.com/products/livecycle/  Adobe Partner Portal  https://www.adobe.com/cfusion/partnerportal/index.cfm  Adobe LiveCycle Developer Center  http://www.adobe.com/devnet/livecycle/  Adobe Enterprise Café  http://www.adobe.com/devnet/enterprise/cafe.html  Soon to incorporate the Day community!  Craig’s blog  http://craigrandall.net/ 23
  • 25. Fully integrated design-development workflow Creative Suite Tools Illustrator Photoshop Design and Development Tools Flash Profession alFlash Catalyst  Prototyping  Design / develop workflow Flash Builder  Eclipse IDE  Code profiling  Debugging Workbenc h, RIA Plug-in Spring, WTP  Eclipse IDE  Processes, forms & docs  Data modeling InDesign
  • 26. LiveCycle Mosaic ES2 architecture Developer Deployment Tomcat Mosaic Server WebDAV / Spring Security Catalog Composite RIA Service View Management Authentication / Authorization AIR Flash Player Desktop Client Runtime Perspective Design Perspective* Catalog Management Perspective* Browser Client Runtime Perspective REST (HTTP + HTTP/S) Java EE App Server Production Deployment Repository User Management LiveCycle ES2 Foundation * Preview
  • 27. LiveCycle Data Services 3 architecture 27 Edge Server AMF RTMP Polling LongPolling Streaming NIOLongPoll NIOStreaming NIOPolling HTTP Proxy Server JMS Spring Hibernate Security SQL Others Java Service Introspector Flash Builder PDF Generation LiveCycle Rights Management Process Management Reader Extensions Production Print BAM Modeler Plugin Code Generator Network Monitor Data Mgmt Service Remoting Service Message Service Model Driven Architecture
  • 28. LiveCycle Collaboration Service – SDK makeup High-level Components Foundation Classes Pods RTC UI Components Shared Managers Shared Model Session (Connection, Authentication, Reconnect/Failover, RMI Routing) Audio Pub / SubWebcam Pub / Sub File Pub / Sub Shared Cursors Users AV Streams Files Room Pub / Sub Messaging + Permissions Shared Collection Baton Shared Property UserQueue Roster WhiteBoard Chat FileShare Note WebCam
  • 29. One Web, Any Device* 19 of top 20 OEMS are committed to delivering Flash Power of the Adobe Flash Platform One UX, Any Device We are committed to delivering customer experiences to every device