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Watson Customer Engagement
Axel Dudler, Leader DX Services Europe
20. Juni 2017
IBM Labor Böblingen
“Trends und best
practices” aus Projekten
in ganz Europa
1
Watson Customer Engagement
• Trends aus Europa im DX Umfeld
• Best practices:
– Pharmaziehersteller England
– Zwei Spanische Versicherungen
– Japanischer Personaldienstleister
– City of Gothenburg
2
Agenda
Watson Customer Engagement
v
“Trends und best practices” aus Projekten in ganz Europa3
Trends aus Service
Projekten in ganz
Europa
Migrationen – nicht nur
technisch, sondern auch
funktional.
Stärkere und eigenständigere
Beteiligung des Business.
WCH trials – individuelle
Unterstützung ist verfügbar.
Fragen Sie uns!
Integration von DX in WCE
Umgebungen.
DXoC als Beschleuniger für
neue Deployments.6/22/2017
Watson Customer Engagement
CASE STUDY
Business Need Solution Client Benefit
The company needed to meet a new
international regulatory requirement
to publicly disclose payments to
healthcare professionals, along with
additional information such as the
methodology used.
They also needed to provide a
means for such reports to be
disputed and enquiries to be made.
The disclosures were required
across multiple countries and usually
in multiple languages per country.
More than twenty multilingual
websites were created for the
customer using a common template
and hosted on IBM Digital
Experience on Cloud.
Local authors and approvers can
maintain these sites within country or
responsibility can be devolved back
to a central team.
DX projects are used to prepare and
validate each year's reports for a
given country before they are
exposed to the public in batches.
Client is able to meet their regulatory
obligations with the desired devolved
responsibilities.
A pharmaceutical company in the UK launched several multilingual sites to
meet compliance requirements using DX on Cloud.
6/22/20174
Pharmaceutical
Company
UK
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Products involved DX Services tasks Lessons learned
IBM Digital Experience on Cloud IBM DX services helped the
customer to design the target
architecture and helped in the
onboarding process for DXoC.
A particular challenge of the project was
that, although DX on Cloud had been
selected as the preferred hosting platform, it
was not available in Europe for more than 6
months from the project start.
Therefore another cloud DX solution was
initially used and the sites migrated before
go live. As that solution had different
capabilities, the migration was not as simple
as it might have been.
A pharmaceutical company in the UK launched several multilingual sites to
meet compliance requirements using DX on Cloud.
6/22/20175
Pharmaceutical
Company
UK
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Business Need Solution Client Benefit
The company was using
Documentum and Oracle Web
Content Publisher for the coporate
sites of its four brands.
The customer decide to move from
Web Content Publisher to a new IBM
WebSphere Portal v8.5 infrastructure
using Web Content Manager as the
new web content manager tool for
the public sites.
The solution consisted of two main parts:
Infrastructure:
Installation of three new IBM Portal
Server v8.5 environments:
- Development: Standalone
- Preproduction: A two node cluster
- Production: A single node cluster for
Authoring and a two node cluster for
delivery
All of them installed on Power 8
Development:
Hostname based virtual portals were
used for each site in each environment,
Themes based on original look&feel,
SEO with friendly URLs and meta tags
managed by WCM
Get a modern web content manager
system. Web Content Publisher was going
to be discontinued and it was a bit old and
not to much user friendly
Improve the editor experience of use editing
and publishing content (previews, quick
publishing, etc)
Increase the functions editors can do without
Portal and System admin (creation of
microsites, add pages in menus, etc)
A Spanish insurance company migrated from Documentum and Oracle to
IBM DX 8.5.
6/22/20176
Insurance
Company
Spain
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Products involved DX Services tasks Lessons learned
IBM WebSphere Portal and Web
Content Manager v8.5
Assist in the infrastructure planning
Theme design: Themes build using the
original look&feel
SEO: Friendly urls without state info
(public area), translated url (a different
pages tree for each language) and meta
tags managed by WCM content
WCM design: Templates and
components used to cover the original
functionality and the new one
Content migration: Mainly the migration
was manual (not too much content) but
some elements were migrated by Web
Content Integrator
Integration with the customer backend
applications proved to be challenging (price
calulation, inline contracts,…).
Difficult to find skills for Web Content
Publisher migration.
Bringing the best skills from IBM and the
customer together in a close collaboration
was key to a great result.
A Spanish insurance company migrated from Documentum and Oracle to
IBM DX 8.5.
6/22/20177
Insurance
Company
Spain
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Business Need Solution Client Benefit
The large non-profit Spanish
insurance company founded in 1930
that provides life, automobile, health
and accident insurance as well as
pension and investment funds
wanted to migrate due to
obsolescence of Ver 6 and to benefit
of the new capabilities of WCM in
v8.5
Platform upgrade, and application
migration and upgrade.
Get back to a supported Version of DX,
WCM was out of support.
Improve the editor experience of use editing
and publishing content (previews, quick
publishing, etc)
Increase the functions editors can do without
Portal and System admin (creation of
microsites, add pages in menus, etc)
Enable the new features of the new Portal
version (Script Application, FEB, WCM).
A Spanish insurance company migrated IBM DX V6 to IBM DX 8.5.
6/22/20178
Insurance
Company
Spain
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Products involved DX Services tasks Lessons learned
Websphere Portal & Websphere
Content Manager V8.5 CF7
Fatwire
Custom JEE Apps
IBM DX services performed a
manual portal migration from 6.1.5 to
8.5 (No WCM involved) and the
development of a new 8.5 Theme
based on the previous one.
The migration was done mainly
manual, some Web page portlets
were migrated to Web Dock Portlets.
The migration from Web Pages Portlets to
Web Dock Portlets proved to be difficult. The
customer website is an intranet where most
of the pages contained Web Pages Portlets
to access back-end apps using SSO.
A Spanish insurance company migrated IBM DX V6 to IBM DX 8.5.
6/22/20179
Insurance
Company
Spain
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Business Need Solution Client Benefit
The agency is one of the first
recruitment agencies to create a
cognitive staffing solution. One part
of the solution is to migrate from their
existing video streaming platform
onto Watson Content Hub. The video
streaming platform contains
application videos from their agency
workers.
Currently Watson Content Hub is
able to store and playback
streameable videos. But currently
there is no solution/ integration in
place for video transformation.
Therefore the solution consisted on a
desktop application based on the
Electron Framework which
transformed & uploaded the videos in
a streameable and cognitive fashion.
This meant that thumnails of the
video were generated and analysed
by the Watsom Image Recognition
API.
This allows the customer to search
for specific parts in the video without
the need to manually tag the video at
the right point in time.
With the video streaming in place the
customer can now levereage video
streaming with the cognitive capabilities of
WCH.
A Japanese recruitment agency is implementing cognitive staffing with the
help of Watson Content Hub.
6/22/201710
Recruitment
Agency
Japan
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Products involved DX Services tasks Lessons learned
Watson Content Hub IBM DX services brought in first hand
WCH experience and was able to be
in close contact with the
development team.
Together with the client we
architected a possible solution
teaming up with development in the
Boeblingen Lab.
We developed the first prototype for
the video migration system to enable
the customer to migrate its existing
videos.
Creating a video transformation service
which doesn’t require a server side setup
and is flexible enough to support Windows,
Linux & Mac proved to be difficult.
Furthermore the forst-of-a-kind integration of
the video upload to content hub with the
built-in Watson Image Recognition Service
needed some close teaming with
development.
A Japanese recruitment agency is implementing cognitive staffing with the
help of Watson Content Hub.
6/22/201711
Recruitment
Agency
Japan
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Business Need Solution Client Benefit
Improve developer productivity by
providing always current (including
application) development
environments in an automated and
flexible way.
Enhance the DevOps process to
build an updated Docker container
whenever updates are commited.
Every developer has his own local
development environment and does not
impact other developers work. Furthermore
developer always gets the latest version of
the depended projects when he start a
development environment.
The city of Gothenburg is introducing DX in Docker Containers to ease new
deployments.
6/22/201712
City of Gothenburg
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
CASE STUDY
Products involved DX Services tasks Lessons learned
DX
Docker
Git
Jenkins
IBM Autodeploy
Setup Docker development and test
environment
Create build files to automatically
build OOB and customized portal
images
Create autodeploy release files.
Missing deployment automation needed a
lot of effort to implement.
Size of DX installation was a challenge.
DB2 (in Container) vs. Oracle DB elsewhere
Multiple development platforms
The city of Gothenburg is introducing DX in Docker Containers to ease new
deployments.
6/22/201713
City of Gothenburg
“Trends und best practices” aus Projekten in ganz Europa
Watson Customer Engagement
Vielen Dank!
Was Sie interessieren könnte:
Trends und Best practices aus der Welt
DX + Customer Engagement Showcase
City of Gothenburg
Axel Dudler, Leader DX Services Europe
14