Tag: mobile

Awesome Customer Experience Begins with Customer Context

Posted by on April 01, 2016

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With 68% of all Americans owning smartphones, it’s no wonder that many companies place a huge emphasis on mobile first. Yet from Starbucks to Uber, companies are realizing what matters are screens, not devices, and these mobile app driven companies are quickly adding complimentary web apps to create a better customer experience. The “context first” focus is the next wave of customer experience design that will soon replace mobile first as the leading approach to customer experience design. This smarter, more seamless design caters to the best of both worlds (mobile and web) and helps designers break away from designing for mobile by removing functions previously created for large screens.

Mobile is Not Enough

Simply put, mobile first is really a design strategy and not a complete method of approaching customer experience. It, in fact, limits the scope of the overall customer experience. While the optimal screen size is still a moving target, and there is fast-paced change concerning which screen size is best for varying contexts, it really all comes down to access to consuming and publishing information. From screens on wrists to tablets and notebooks, information via screens and not devices is the overarching concept that the “context first” design solves.

Customers, be they B2C or B2B, want a buying journey synchronized with their daily life as they interact with a brand’s products and services through numerous touchpoints and varying contexts (other than mobile). When companies stick with a mobile first design they miss out on key opportunities for customer engagement. A recent Gallup poll indicated that engaged customers buy 90% more frequently and even wary customers will give more money to companies they feel emotionally connected to – while ignoring others.

Context First Design

Servicing customers in a way that takes advantages of the situational context of use will create a better customer experience every time. Whether this means eliminating steps to speed up the process or, adding a step or two to enable the customer to easily broadcast their activities to their social circle, all depends on the objectives at hand.  For example, most people don’t take their laptop to the beach and no one is creating the board deck from their smartphone, so considering what screen is best for input and what screen is best suited for output can make all the difference. The ultimate goal, of course is to help the customer achieve their intended objective in a way that delights in their current context.

Context first is significant because it focuses on why a customer is engaging with a brand or company and allows companies to respond to each phase in a customer’s decision journey as well as the customer’s interaction with technologies outside of mobile. Additionally, it gives companies a broader lens of customer content and valuable customer data to better drive engagement and deliver a highly personalized, responsive and more ubiquitous customer experience.

Imagine the possibilities for the customer experience and top line growth of a company with the ability to completely address all context drivers to further engage customers and enhance their experience.  Context first opens doors for brands that were once closed by mobile-first thinking.

 

Rivet Logic Exhibiting at HIMSS16, Focused on Improving Healthcare Through the Use of IT

Posted by on February 16, 2016

With less than two weeks to go, the countdown to the annual HIMSS Conference and Exhibition is officially under way. The event will be held at the Sands Expo and Convention Center in Las Vegas from February 29 – March 4, 2016, and is expected to bring together 40,000+ health IT professionals, clinicians, executives and vendors from around the world. Attendees will learn about and discuss health IT issues, and on the exhibit floor, see innovative solutions designed to transform healthcare.

The exhibit floor will feature specialty exhibit areas such as Connected Health Experience, Cybersecurity Command Center, Clinical & Business Intelligence Knowledge Center, The HIMSS Interoperability Showcase, among others.

Rivet Logic is excited to be a first time exhibitor at HIMSS in the Connected Health Experience, a centralized destination experience for connected and wireless technologies. The Connected Health Experience combines the Connected Patient Gallery, Mobile Health Knowledge Center, Games for Health and a new focus on telehealth. Attendees will experience how emerging wireless and connected technologies address patient and consumer engagement, manage chronic conditions and create efficiencies in the healthcare system.

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Topics include:

  • Mobile devices and applications
  • Patient portals and patient engagement/experience
  • Behavior change, wellness, medication adherence and gaming
  • Telehealth and remote patient monitoring
  • Wireless connectivity and access to health in remote, rural and underserved regions
  • Wearables and self-insured employee health
  • Wireless and mobile security and standards

Rivet Logic is also scheduled to present a speaking session in the Connected Health Experience pavilion at 1:00 pm on March 1 as we discuss best practices for patient, provider and member engagement.

If you’re planning on attending HIMSS, stop by our booth and hear how we’re helping healthcare solution providers enable better care by increasing engagement through solutions such as patient and member portals, enterprise collaboration, and mobile apps!

And if you’re a first time attendee, check out these planning tips and tips for navigating the event successfully to get the most out of your HIMSS experience!

See you in Vegas!

5 Reasons You Should Consider Building a Native Mobile App

Posted by on June 12, 2015

The buzz around mobile has been around for a while and isn’t going anywhere, and with good reason. When over 90% of adults have their mobile phone within arm’s reach 24/7, it’s apparent that as a society, we’ve become largely dependent on our mobile devices. I bet the last time you forgot your phone at home, you felt like a part of you was missing, didn’t you? Well, you’re not alone.

With the population spending more and more time on their mobile devices, businesses can no longer afford to ignore their mobile experience. With an unlimited amount of information at their fingertips, consumers expect the ability to quickly access whatever info they need at that moment. And that’s not just limited to consumers. In B2B environments, business users are researching products and services on their smartphones, and performing tasks that would typically be done on desktops.

mobileapp-bannerleftThis requires a different approach to strategizing for mobile, a mobile-first approach. The question is no longer “should I build a responsive site or a native mobile app?” It’s not a matter of one versus the other. Businesses today need to have a mobile friendly website, period. It’s what your audience expects.

The question now becomes, “is mobile web enough?” To bring your customer engagement to the next level, it’s a good idea to consider a native mobile app. If you’re still not convinced, here are five advantages of mobile apps that makes the UX superior:

  1. Better handling of touch, gestures, and swipes – Side to side swiping, while very popular on mobile apps and desktop sites, doesn’t work as well on mobile websites
  2. Faster and more responsive – While mobile sites download the experience and data for each page through verbose HTML, mobile apps already contain most of the experience definition and only need to download the data
  3. Easy to continue where you left off – Mobile apps allow users to carry on tasks that span over long periods of time without having to log back in each time
  4. Tighter device integration – Mobile apps are much better equipped at handling features like geo-location, camera, and push notifications. While HTML5 is capable of supporting some of these device integrations, it’s not to the same degree and is often a power drainer
  5. Integration with other apps – It’s much easier and seamless to launch from one app to another app, than from an app to a mobile web app (take using your Facebook login to login to Pinterest for example)

Well, there you have it, five advantages that native mobile apps have over their mobile web counterparts. Of course, this doesn’t mean everyone should go and replace all their web apps with native apps. Each business still needs to determine what works best for them. But this provides some areas for consideration the next time you’re trying to decide whether or not to build that mobile app!

 

Vitalize Your Content in 2015

Posted by on January 13, 2015

revitalize-conceptAt the beginning of every year, the web is flooded with blog posts, articles, and infographics with predictions and trends of what’s in store for the year ahead.

This year, there are a few key trends that seem to consistently appear in every prediction, and they all seem to revolve around mobile, social, personalization/targeting, and analytics.

Not surprisingly, with mobile on an unrelenting rise, organizations large and small are shifting towards a mobile first strategy. And as we’re surrounded by more and more digital content, organizations need to find creative ways to grab users’ attentions, through delivery of targeted and personalized content, and with social features that encourage audience participation.

In a recently published white paper, Vitalizing Content to Drive Social Customer Engagement, we introduce the concept of Vital Content, a new content class born from connecting content, which ultimately enables a deeper level of user engagement.

Traditional Social Enablement Limitations

In this age of the customer, consumers expect their online experiences to be seamless and omni-channel, filled with consistent and contextual data, all the while engaging them through bi-directional conversations.

Traditionally social content and social enablement has been handled with a collection of individual platforms, perhaps one for reviews, another for discussion forums, yet another for ratings and so on. Having content stuck in such silos limits the value we can expect to derive and deliver from our social platforms. While traditional platforms have helped facilitate conversations and drive greater engagement with customers, these individual channels can often seem unrelated and disjoint.

 “Vital Content” and Its Production Challenges

Motivating engagement and participation in the content lifecycle establishes a lasting and valuable relationship with your customers. To build this kind of deep relationship with your customers you must give them a voice and provide them with content and functionality that is vital to their needs. The answer can be found in a combination of process and technology designed to personalize the experience, gather insight, and surface connected content.

This process produces a new content class — Vital Content — resulting from content creators and consumers building a deeper relationship as each learns more about the other. The outcome of this process keeps users actively engaged, connected longer, and produces a more meaningful experience.

However, traditional solutions fail to build an ongoing relationship with the audience because they fail to keep the right content in front of the right people and encourage engagement that breathes new life into the content. Users today want, and expect, a personalized experience that is consistent and contextually relevant and that spans across their entire customer journey. They shouldn’t have to re-educate at each engagement event on their likes, dislikes or previous history. Instead, they should be presented with relevant content that addresses their needs and triggers new engagement. The process of building a relationship with your user or customer is ongoing, and technology should enable that relationship to prosper.

Building Relationships Through Metadata

So how is this accomplished? Since content, comments, ratings and other social content are essentially the same, by connecting them with metadata, it’s possible to build relationships between them, pulling them out of their traditional silos. Through the application of metadata such as tagging, content curators and end users are able to create relationships between any piece of content or commentary, regardless of the source. These cross-referenced pieces can then be dynamically embedded, restructured and linked together in endless configurations.

With these ends in mind, Crafter Software has created Crafter Social, an innovative platform leveraging MongoDB, for creating Vital Content to help organizations maximize their customer engagement and the strength of their customer relationships. Crafter Social enables an increased level of engagement with the user while enhancing the overall experience. Furthermore, requirements will evolve as the user’s engagement increases over time. Crafter Social provides a flexible approach built on a system of relationships, and as these relationships grow, it provides the tools to take action on new data types and sources.

Click here to read more and download the full white paper.

Liferay Symposium 2014 Talks Audience Engagement

Posted by on September 10, 2014

Liferay North America Symposium 2014

The fall conference season is officially upon us! In less than a month, Liferay is bringing their annual North America Symposium to the east coast, held in Boston, MA from October 5-7, 2014.

This year’s Liferay NAS will focus on various ways of engaging with your audience, with an agenda packed full of hot topics around mobile, social, the best of the latest Liferay release, and best practices for upgrading. Attendees can also expect to dig deep into Liferay Portal 6.2, see new official plugins for Liferay Social Office, Sharepoint, Google Drive, and Google Login, along with a first chance to see the product roadmap for Liferay 7.0 and beyond.

Still not convinced? Here are the TOP 5 REASONS for going!

  1. Hands-on Workshops & In-depth Technical Sessions 
    Learn directly from Liferay masterminds on such hot topics as content targeting, single page architecture, social, and responsive design. Further maximize your investment by attending a post-symposium training.
  2. Meaningful Opportunities for Collaboration 
    Take advantage of Speed Consulting appointments with Liferay’s senior consultants. Meet face-to-face with other Liferay users and enthusiasts.
  3. Real World Enterprise Client Case Studies 
    Gain insight into enterprise productivity, mobility, and web engagement for the future. Learn how Liferay is providing tangible business values and solutions to our key clients.
  4. Access to a Community of Experts 
    Connect with innovative sponsors and exhibitors face-to-face in a dedicated space, and learn more about their enterprise-ready solutions.
  5. A Sunday Spectacular! 
    Kick off the first day with an exhilarating 5K run/walk along the Charles River Esplanade. Liferay will donate $100 to Solidarity and/or Living Water for every participant. Top off the night with some of Boston’s finest bites & beers at the evening welcome reception.

Rivet Logic will again be participating as a Platinum Sponsor and presenting a customer case study featuring IEEE (the world’s largest professional association for the advancement of technology), to discuss how they built an innovative, enterprise intranet solution on the Liferay platform.

We hope to see you in Boston!

11 Reasons Why You Should Upgrade to Liferay 6.2

Posted by on May 28, 2014

A few months ago, Liferay released the latest version of their portal, version 6.2. This version delivers enhanced usability and provides a comprehensive platform for building intuitive, engaging digital experiences for both employee-facing and customer-facing applications. While previous versions of Liferay had primarily focused on backend enhancements, version 6.2 turns the spotlight on the user experience, a crucial capability that many organizations seek in today’s era of customer and employee engagement.

Liferay Portal 6.2’s feature enhancements can be broken into two categories: 1) Usability and Administration, and 2) Development. Usability and Administration enhancements would primarily benefit organizational employees and end users. Development enhancements, on the other hand, would provide extra flexibility for developers, enabling them to be more creative when it comes to customizations and new portlet development efforts, resulting in faster time to market and better efficiency for bug fixes. In short, Liferay 6.2’s wide variety of new features has many organizational benefits across the board.

With everything that Liferay 6.2 has to offer, we highly encourage an upgrade, and have compiled a list of the 11 most useful new features in a white paper. The most talked about and anticipated new feature in Liferay 6.2 is undoubtedly its enhancement for mobile support, which by itself is enough reason to upgrade. However, the rest of the features in this list will also positively impact organizational users, administrators, and developers in various ways, helping to make a stronger case for an upgrade.

To download the full white paper, click here.

What’s in Store for Digital Experience Management in 2014

Posted by on January 13, 2014

2014 is here in full swing, and promises to be an exciting year as the web continues to evolve and new products and trends continue to disrupt the industry.

In 2013, we saw the continued rise of mobile and the age of the customer, where enterprises worldwide re-evaluated strategies to optimally engage with their customers in this digital era. As mobile devices continue to proliferate and have become the new norm, consumers have increasingly higher expectations of the right content delivered to them when and how they want it, resulting in customer experience management skyrocketing to the top of every organization’s priority list.

However, experience management doesn’t just apply to customers, but instead extends to include all organizational stakeholders – customers, employees, partners, etc. We also saw organizations take a closer look internally and focus their efforts on employee community building. Realizing that workplace environments are changing, with a greater need for enterprise collaboration now than ever before, companies are implementing social intranet solutions that offer dynamic and social environments to facilitate community and collaboration.

In addition, many organizations are also building web-based social communities for their external stakeholders for further engagement to improve customer relations and build brand loyalty.

Tackling these daunting digital experience management tasks require careful planning and execution. Organizations need to first determine their business strategies and goals and take the time to really understand their audience to formulate the right messaging. A well thought out strategy sets the right foundation to build your systems – customer experience management, social intranet, customer portal, etc. – upon. The technology should be an enabler of your goals and facilitate your business users to effectively carry out your business objectives.

At Rivet Logic, we believe that software should be agile systems that can easily be customized to fit each organization’s unique needs. There’s no one-size-fits-all tool, and your underlying system must be flexible and developer friendly to allow various customizations and integrations with other existing enterprise applications. In addition, your system must be user friendly for business users. As we’ve seen over the past few years, there’s been a shift from IT to Marketing as Marketing’s responsibilities have expanded to include multi-channel web content management, customer experience management, and more. The tools we employ must be easy to use for non-technical business users.

In 2014 we’ll continue to see these trends evolve. Organizations will continue to put a large emphasis on customer experience management and creating a seamless omni-channel experience as mobile continues to grow. Businesses will also focus more on big data. The explosive growth of social media and mobile devices has generated an enormous amount of user behavioral data that can be harnessed to provide organizations with valuable insight on how to better address the needs of their customers and employees.

 

Crafter Studio Enables Effective WEM Through Multi-Channel Publishing

Posted by on February 13, 2012

Over the past year, organizations of all sizes and have shifted their focus from basic Web content management towards Web experience management. As the amount of Web usage continues to grow for both consumers and enterprises, creating an engaging Web experience is now a top priority. I’m sure that many people have experienced incidents where a website’s lackluster UI or ineffective search that didn’t produce the right results have deterred them from spending more time on the site or even from ever returning. Losing out on these valuable customers is a costly mistake that organizations can’t afford to make. Thus, providing relevant content thru an engaging user experience is paramount to a successful online digital strategy.

And now, with new mobile devices such as smartphones and tablets being constantly introduced to the market, organizations need to make sure those same Web experiences are applied across all delivery channels.

When it comes to managing these Web experiences, it’s important to use the right WEM system to produce a consistent experience across the different channels, and doing so in an user friendly manner.

At Rivet Logic, we’ve been busy developing and enhancing Crafter Studio, our complete authoring and publishing environment for managing Web and enterprise content. Developed as a major extension to Alfresco, Crafter Studio is a user-friendly and extensible platform for managing multi-channel publishing for mobile, Web, social channels, etc.

One new feature we’ve recently released is the availability of different templates for the different publishing channels, allowing the system to serve the same content through the appropriate template for each publishing channel – iPhone, iPad, desktop, etc.

The demo below showcases this features along with Crafter Studio’s in-context editing and multi-channel in-context preview capabilities.

For more information on Crafter Studio, please visit our wiki.