dxp journey publisher: frictionless ui...dxp journey publisher: frictionless ui dxp is purpose built...

1 © 2019 Synchronoss Technologies, Inc. All Rights Reserved.© 2019 Synchronoss Technologies, Inc. All Rights Reserved.

DXP Journey Publisher: Frictionless UIDXP is purpose built to solve technology and business problems inherent in complex environments.

Let’s talk UI. The ability to use existing channel UI and populate it with system-fed UX elements is a signature of DXP.

DXP Journey Publisher


§ Low/No-code Journey Creation§ Total Control of UI/UX§ Legacy Back Office Integration§ Centralized Resource Model§ Low Cost, Fast Time to Market

DXP Helps Companies Achieve (What Was Previously) Impossible.


When it Comes to Working With Channel UI’s, Companies Have a Choice Between…

o UX is dependent on lowest-common-denominator experience dictated by restrictions in supplied templates

o UX can only work with proprietary back-end systems of record (CRM, etc.)

SNCR Digital Experience Management

This Or, This

Channel

Back Office

Channels

Back Office

CX

Custom

Proprietary

CX

Proprietary

Competitive Experience

Management

o Headless UI – feeds journeys into existing channel UI

o Any 2 Any front end experience with back end SOR

Custom

“The Experience

You Get” “The Experience You Want”

Local UI/UX

Supplied UI/UX

Proprietary SOR Legacy SOR


Journey Publisher Controls Journey UIJourney PublisherAbility for Journey Creator to instruct and populate existing UI in any existing channel –dramatically reduces need for software releases.

Journey CreatorA low/no-code, drag and drop tool set for customer journey creation and management.

Data AnalyticsInsights and AI to track and fine-tune the effectiveness of customer journeys.Journey Integrator

Seamlessly integrates into any legacy IT system, extracting data, work flows and enterprise services.


DXP Does For Enterprise Digital Journeys What CMS Did for Content PublishingDXP consolidates tasks, removes duplication and silo’d development, simplifies and accelerates change and deployment

CLIENT SOA LAYER

CLIENT ESB

CUSTOM BUILT MICRO SERVICES ENTERPRISE SERVICES THIRD PARTY SERVICES

Local UI/UX

Local UI/UX

Local UI/UX

Local UI/UX

Journey Integrator Reads Back-End API’s

Journey Publisher Self-Describing API

ENTERPRISE MIDDLEWARE

BACKEND SYSTEMS/SERVICES

CUSTOMER FACING CHANNELS

Existing Workflow and BPM Feed Journey Creator

1 © 2019 Synchronoss Technologies, Inc. All Rights Reserved.

DIGITAL EXPERIENCE PLATFORM

JOURNEY CREATOR

APP ENGINE PRODUCT INFORMATION MGR

INSIGHTS & ANALYTICSIDENTITY MANAGER (ID3)

ESB / MICROSERVICES

3RD PARTY SERVICESENTERPRISE SYSTEMS / SERVICESCUSTOM BUILT MICRO-SERVICESBSS/OSS

Local UI/UX

DXP SELF-DESCRIBING API

Integration

UX Config

Dynamic Workflow

Design Time Tool

ONLINE CONTACT CENTER RETAIL MOBILE APPS CHAT BOT

Removes System DuplicationDXP layer removes journey complexity and duplication from channel systems and provides native cross channel capability

Flexible Data ModelDXP is not a system of record and uses a 100% flexible data model to work with existing enterprise/3rd party systems

API-FirstUI is decoupled from the journey detail, while retaining existing tech stack and UI control

Low Code ToolkitConfiguring of integrated journeys, from UX to data mapping all done via a single easy-to-use, low-code web-GUI

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4

HOW IT WORKS: DXP SOLUTION

SHARED JOURNEY DATA STORE

ORDER MANAGER

Journey CreatorApp Engine

Identity Manager (ID3)

Product Information

Manager

Insights & Analytics

Shared Journey

Data Store

Order Manager

BSS/OSS

API FirstUI is decoupled from the journey detail while retaining existing tech stack and UI control

Removes System DuplicationDXP layer removes journey complexity and duplication from channel systems and provides native cross-channel capability

Flexible Data ModelDXP is not a system of record and uses a 100% flexible data model to work with existing enterprise/3rd party systems.

Low Code Tool KitConfiguring of integrated journeys, from UX to data mapping, all done via a single, easy-to-use, low code, web GUI

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2

3

4


Imagine Being Able to Create a Seamless, Cross Channel Experience You Can Pause & Resume.

Stock

CheckServices AttachEligibilityUpsell Select

Payment CloseWays to

Buy

Rec &

compare

Stock

CheckServices

Ways to

BuyPayment

Rec &

compareAttachEligibilityUpsell Select Close

WelcomeNeeds

Analysis

Stock

CheckServices

Ways to

BuyPaymentEligibilitySelect Close

WelcomeNeeds

AnalysisPayment

Rec &

compareClose

WelcomeNeeds

Analysis

Stock

CheckServicesEligibilityUpsell Select

WelcomeNeeds

Analysis

Rec &

compare

Upsell Attach

Ways to

Buy

AttachRec &

compare

Link Online Discovery

SYNCHRONOSS

A consistent experience for customers,

optimized for each channel

Helps maintain simplicity as channels

proliferate e.g. Chat bots, apps, social

Can be integrated into existing

sales channels e.g. POS, onlineAllows for “pause and

resume” across channels


Journey Publisher Provides Total UI FlexibilityGreat CX depends on great UX so DXP enables maximum UX flexibility with minimal effort using OOTB templates for web clients. The API-first design means voice, chatbot and other non-web channels are all able to run DXP-authored journeys

API Mapping

Business Logic

Journey Flow

Shared Journey Data Store

Comms Library (JavaScript)

Comms Library (Non-JavaScript)

UI Library (Angular)UI Library

(Other Javascript )UI Library

(Non JavaScript)

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DXP Self-Describing API

CommsLibrary

UX Library

UX Templates

OOTB DXP

Client/DXPGenerated

KEY

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Web clients Angular Web clients

Non-Angular Web clients

Non-Web Clients (e.g. Alexa, Chatbot)

* *

* Level of effort reduces as more client formats are supported

Effort vs Flexibility


FUNCTION CONFIGURED IN DXP DESIGN GUI CLIENT/SERVER CHANNEL OVERRIDE

Business rules on whether or not to make a fork/step in a journey based on channel/device/brand etc.

Y Executed on server Can jump to various journey points

Business rules on whether or not to capture some data within a journey step based on channel/device/brand, etc.

Y Executed on server Can implement in client code (but shouldn’t)

Business rules on whether or not data is mandatory / read-only / has a default value etc.

Y Executed on server and in DXP client framework

Can implement in client code (but shouldn’t)

Data validation (lengths, values, regex, enums etc.) Y Executed on server and in DXP client framework

Can implement in client code (but shouldn’t)

Grouping of key UI elements (e.g. fields/images) and order of groups

Y Executed on server and in DXP client framework

Can override in client templates (good) or client

code (bad)

Hints to the UI on how to present/capture data Y Executed on server and in DXP client framework


code (bad)

Presentation of pages//layout, etc. Y Executed on server and in DXP client framework


code (bad)

Look and feel of channel UI N Entirely up to client Y*

Journey Publisher Channel Capability Options


Are You A Matchfor DXP?

DXP’s target market is any company that has multiple channels, legacy back end systems, and/or moderately complex products that is interested in a single platform to build, deploy and manage all of their customer service and sales journeys/episodes.

From an industry vertical perspective, the primary target markets include telecoms operators, Telecommunciations, Media, Technology (TMT) companies and retailers given the high engagement they have with consumers.

From a target audience / role perspective, we find the primary decision makers to be:

Chief Information/Technology Officer & Staff

Chief Marketing Officer & Staff

Chief Digital Officer & Staff

Chief Information/Technology Officer & Staff

Chief Marketing Officer & Staff

Chief Digital/Experience Officer & Staff

It’s about changing the SDLC process for good. Increase the efficiency of IT developers, allowing existing teams to focus on core back office optimization. Enable IT developers and Citizen Developers to publish experiences with a fraction of the resources, testing and complexity.

You can invent the experience you want. DXP creates a simple, low-code tool to allow for unheard of collaboration between channel owners, analysts and IT. DXP gives you access to data from all back office systems and operates with existing channel UI’s letting you create consistent experiences across all touch points.

Finally, autonomy. DXP gives you the perfect platform to work, collaboratively, with IT and business owners to craft continuous experiences that work with existing back office systems and channel UI. The result is a canvas to paint your perfect customer experience and refine it real-time as the results come in.


We’d Love To Talk More.

If you’d like to know more about changing the way you run your digital business…

LEARN MORE

https://synchronoss.com/company/contact-us/

dxp journey publisher: frictionless ui...dxp journey publisher: frictionless ui dxp is purpose built...

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