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• Simple tips to design a Customer Journey Map

  - by Isabel F. Peñuelas

  “A model can abstract to a level that is comprehensible to humans, without getting lost in details.” -The Unified Modeling Language Reference Manual. Inception using Post-it, StoryBoards, Lego or Mindmaping Techniques The first step in a Customer Experience project is to describe customer interactions creating a customer journey map. Modeling is never easy, so to succeed on this effort, it is very convenient that your CX´s team have some “abstract thinking” skills. Besides is very helpful to consult a Business Service Design offered by an Interactive Agency to lead your inception process. Initially, you may start by a free discussion using post-it cards; storyboards; even lego or any other brainstorming technique you like. This will help you to get your mind into the path followed by the customer to purchase your product or to consume any business service you actually offer to your customers, or plan to offer in the near future. (from www.servicedesigntools.org) Colorful Mind Maps are very useful to document and share meeting ideas. Some Mind Maps software providers as ThinkBuzzan provide trial versions, and you will find more mindmapping options on this post by Mashable. Finally to produce a quick one, I do recommend Wise, an entirely online mindmaping service. On my view the best results in terms of communication will always come for an artistic hand-made drawing. Customer Experience Mind Map Example Making your first Customer Journey Map To add some more formalization to your thoughts, there is a wide offering for designing Customer Journey Maps. A Customer Map can be represented as an oriented graph in which another follows each step. The one below is the most simple Customer Journey you can draw. Nothing more than a couple of pictures, numbers and lines to design the customer steps sequence in the purchase process. Very simple Customer Journey for Social Mobile Shopping There are a lot of Customer Journey templates much more sophisticated available  in the Web using a variety of styles, as per example this one with a focus on underlining emotional experience, or this other worksheet template. Representing different interaction devices on the vertical axis, and touchpoints / requirements and existing gaps horizontally  is today´s most common format for Customer Journeys. From Customer Journey Maps to CX Technology Adoption Plans Once you have your map ready, you can start to identify the IT infrastructure requirements for your CXProject. By analyzing customer problems and improvement opportunities with maps, you will then identify the technology gaps and the new investment requirements in your IT infrastructure. Deeping step by step from the more abstract to the more concrete is the best guarantee to take the right IT investment decisions.  ¡Remember to keep your initial customer journey safe on your pocket in every one of your CX´s project meetings- that´s you map to success!

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• Gamify your Web

  - by Isabel F. Peñuelas

  Yesterday Valencia welcomed the Gamification World Congress that I follow virtually through #GWC2012. BBVA, Iberia, Ligeresa, Axe, Wayra, ESADE, GlaxoSmithKline, Macmillan, Gamisfaction, Nomaders, Blaffin were among the companies presenting success stories on gaming. It has been proved that people remember things easily when an emotion is created. The marketing expectations around Gamification techniques have a lot to do with Neuromarketing theories. There are a lot of expectations on internal enterprise Gamification. In the public Web some sectors are taking the lead on following the trend. The Gartner Analyst Brian Burke opened another Gamification recent event in Madrid remembering that “Gamification is mostly about Engagement”, and this can be applied both to customers or employees. Gamification and Banking The experience of the Spanish Financial Group BBVA that just launched BBVA Game was also presented a week ago at the BBVA Innovation Centre during the event “Gamification & Banking: a fad or a serious business?” . One of the objectives of the BBVA Game was to double the name of registered users. “People like the efficiency of the online channel want to keep a one-to-one contact with the brand”-explained Bernardo Crespo. Another interested data coming out the BBVA presentation was that “only 20% of Spanish users –out of the total holders of Bank Accounts in the country- is familiar with the use of a Web Site to consult their bank accounts”, the project aims also to reverse this situation helping people to learn making a heavy use of the Video in the gaming context. In general Banking presenters seem to agree that Gamification techniques are helping to increase the time spent on the Web. Gamification and Health Using Gamification techniques for chronic illness rehabilitation was another topic of the World Congress. Here you can find some ideas and experiences What can games do for the health (In Spanish) I have personally started my own mental-health gaming project at http://www.lumosity.com/ Gamification in the Enterprise I really recommend Reading this excellent post of Ultan ÓBroin my Introduction to Gamification and Applications. Employee´s motivation and learning are experiencing a 360º turn and it looks than some of us will become soon the Dragon of the year instead of the Employee of the Year. Using Web 2.0 Tools for Gamification Projects  What type of tools do we need for a quick-win Gamification project? To certain extend Gamification can be considered an evolution of the participative Web. Badging, avatars, points and awards, leader boards, progress charts, virtual currencies, gifting and giving challenges and quests are common components and elements. The Web is offering new development frameworks to that purpose as this Avatar Framework from Paypal or Badgeville to include in web applications. Besides, tools to create communities around a game are required to comment, share and vote players as well as for an efficient multimedia management. Due to its entirely open architecture, its community features, and its multimedia and imaging solutions is were I see WebCenter as a tool helping brands to success. Link to Sources & Recommended Readings YouTube Video of BBVAGame presentation Where To Apply Gamification In Your Incentive Jim Calhoun Cancer Challenge Ride and Walkh For my Spanish Readers El aburrimiento es el enemigo número uno del éxito

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• BigData and Customer Experience: Happy Together

  - by Isabel F. Peñuelas

  The two big buzzes of the year may lay closer than it appears. Both concepts intersect at various points: BigData and Return of Investment of Marketing Campaigns On a recent post Big Data Is The Future Of Marketing Jeff Dachis explains very clearly how “Big data analytics finally allows marketers to identify, measure, and manage what is positively impacting their Brand”. Regression analysis applied to big data volumes coming from social media will substitute the failed attempts to justify marketing investments on social media in terms of followers and likes, he continues, “the measurement models applied by marketers on TV Campaigns don´t work on social”, we need to study the data with fresh eyes and maybe then we will start understanding and measuring brand engagemet. Social CRM and BigData The real value of Social CRM start by analyzing mass of big data from social media in order of applying social intelligence techniques that allow us to classify new customer niches and communities and define appropriated strategies to contact potential customers. Gartner Says that the Market for Social CRM is on pace to surpass $1 Billion in Revenue by Year-End 2012 but in words of Zach Hofer-Shall, Analyst at Forrester Research “Social customer relationship management is hard” (The Social CRM Arms Race Heats ). To succeed brands need three things: Investing in new social tools, investing in consultancy and investing in infrastructure for massive data storage and analysis. Neither CeX or BigData are easy and cheap wins. But what are the customer benefits of such investments? Big Data and Brand Engagement Time is the most valuable asset of todays consumers: tired of information overload, exhausted by the terabytes of offering, anxious because of not having the same fast multichannel experience with their services’ marketers or preferred goods providers than the one they found on their social media. Yes, I know you have read this before- me too. But is real. The motto of the Customer Experience philosophy of providing a consistent experience through multiple touchpoints that makes the relationship customer/brand easier and valuable finds it basis on understanding customer/s preferences and context for which BigData analysis is another imperative. In summary, I believe that using BigData Analysis in combination with appropriated CeX strategies and technologies is a promising direction for achieving: efficiency and marketing cost-savings; growing the customer base; and increasing customer conversion and retention. In a world: The Direction of Future Marketing.

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• It is CX a new concept?

  - by Isabel F. Peñuelas

  The Marketing Industry and the Web Industry are talking about CX since some time. However it is only very recently that the concept has reached some common meaning accepted by the analysts’ and the IT community. The new CX model depends on two previous facts: the expansion of the social media, and the impact of the new advanced features of mobile devices regarding brand-customer interaction. CXsers vs UXers First there is some need of disambiguity between User Experience and Customer Experience. User Experience -UX, is a much well established concept related with the design of user interactions for particular devices. UX people are interested on multiple touch points of digital interfaces while CX people are interested on all kind of interfaces including physical ones. UX is an evolution of Web Usability, while CX is a marketing concept. UX is an instrument of User Experience. CX in fact is all about Connections and Interactions. Connections Dan Draper, the creative director Mad Men, understands very well that to market effectively means to connect with people, and the best way to connect to people is to use the connections people have with other people: understanding Social Media connections and taking the customer pulse of customers on those medias, and are strong facilitators of CX strategies.  Interactions We can very simply define CX as the relationship that a customer establishes with a brand through multiple touch points (interactions, channels) through the entire life cycle of his relationship- direct or indirect with the brand. Interactions can be grouped on Customer Journeys through multiple touch points defined as the path a customer follows to achieve a goal. Processes A customer journey today usually starts at the moment he surfs the Web, then he takes a purchase decision; purchases the product;  request a particular service and finally recommends or do not recommends the product.  Customer Journeys are processes, and to analyze customer journeys there exists today a broad offering of modern Customer Journey tools very similar actually to the use cases or UML activity diagrams for IT systems design. As a summary CX is nothing more and nothing less than applying process analysis methods for better understanding how to create value through customer interactions across the multiple user´s touch points with the brand.

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• Qt/C++ - confused about caller/callee, object ownership

  - by Isabel

  I am creating a GUI to manipulate a robot arm. The location of the arm can be described by 6 floats (describing the positions of the various arm joints. The interface consists of a QGraphicsView with a diagram of the arm (which can be clicked to change the arm position - adjusting the 6 floats). The interface also has 6 lineEdit boxes, to also adjust those values separately. When the graphics view is clicked, and when the line edit boxes are changed, I'd like the line edit boxes / graphics view to stay in synchronisation. This brings me to confusion about how to store the 6 floats, and trigger events when they're updated. My current idea is this: The robot arm's location should be represented by a class, RobotArmLocation. Objects of this class then have methods such as obj.ShoulderRotation() and obj.SetShoulderRotation(). The MainWindow has a single instance of RobotArmLocation. Next is the bit I'm more confused about, how to join everything up. I am thinking: The MainWindow has a ArmLocationChanged slot. This is signalled whenever the location object is changed. The diagram class will have a SetRobotArmLocation(RobotArmLocation &loc). When the diagram is changed, it's free to change the location object, and fire a signal to the ArmLocationChanged slot. Likewise, changing any of the text boxes will fire a signal to that ArmLocationChanged slot. The slot then has code to synchronise all the elements. This kind of seems like a mess to me, does anyone have any other suggestions? I've also thought of the following, does it have any merrit? The RobotArmLocation class has a ValueChanged slot, the diagram and textboxes can use that directly, and bypass the MainWindow directly (seems cleaner?) thanks for any wisdom!

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• Cannot pull correct data from a Javascript array into an HTML form

  - by Isaac

  I am trying to return the description value of the corresponding author name and book title(that are typed in the text boxes). The problem is that the first description displays in the text area no matter what. <h1>Bookland</h1> <div id="bookinfo"> Author name: <input type="text" id="authorname" name="authorname"></input><br /> Book Title: <input type="text" id="booktitle" name="booktitle"></input><br /> <input type="button" value="Find book" id="find"></input> <input type="button" value="Clear Info" id="clear"></input><br /> <textarea rows="15" cols="30" id="destin"></textarea> </div> JavaScript: var bookarray = [{Author: "Thomas Mann", Title: "Death in Venice", Description: "One of the most famous literary works of the twentieth century, this novella embodies" + "themes that preoccupied Thomas Mann in much of his work:" + "the duality of art and life, the presence of death and disintegration in the midst of existence," + "the connection between love and suffering and the conflict between the artist and his inner self." }, {Author: "James Joyce", Title: "A portrait of the artist as a young man", Description: "This work displays an unusually perceptive view of British society in the early 20th century." + "It is a social comedy set in Florence, Italy, and Surrey, England." + "Its heroine, Lucy Honeychurch, struggling against straitlaced Victorian attitudes of arrogance, narroe mindedness and sobbery, falls in love - while on holiday in Italy - with the socially unsuitable George Emerson." }, {Author: "E. M. Forster", Title: "A room with a view", Description: "This book is a fictional re-creation of the Irish writer'sown life and early environment." + "The experiences of the novel's young hero,unfold in astonishingly vivid scenes that seem freshly recalled from life" + "and provide a powerful portrait of the coming of age of a young man ofunusual intelligence, sensitivity and character. " }, {Author: "Isabel Allende", Title: "The house of spirits", Description: "Allende describes the life of three generations of a prominent family in Chile and skillfully combines with this all the main historical events of the time, up until Pinochet's dictatorship." }, {Author: "Isabel Allende", Title: "Of love and shadows", Description: "The whole world of Irene Beltran, a young reporter in Chile at the time of the dictatorship, is destroyed when" + "she discovers a series of killings carried out by government soldiers." + "With the help of a photographer, Francisco Leal, and risking her life, she tries to come up with evidence against the dictatorship." }] function searchbook(){ for(i=0; i &lt; bookarray.length; i++){ if ((document.getElementById("authorname").value &amp; document.getElementById("booktitle").value ) == (bookarray[i].Author &amp; bookarray[i].Title)){ document.getElementById("destin").value =bookarray[i].Description return bookarray[i].Description } else { return "Not Found!" } } } document.getElementById("find").addEventListener("click", searchbook, false)

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• 24 Hours of PASS scheduling

  - by Rob Farley

  I have a new appreciation for Tom LaRock (@sqlrockstar), who is doing a tremendous job leading the organising committee for the 24 Hours of PASS event (Twitter: #24hop). We’ve just been going through the list of speakers and their preferences for time slots, and hopefully we’ve kept everyone fairly happy. All the submitted sessions (59 of them) were put up for a vote, and over a thousand of you picking your favourites. The top 28 sessions as voted were all included (24 sessions plus 4 reserves), and duplicates (when a single presenter had two sessions in the top 28) were swapped out for others. For example, both sessions submitted by Cindy Gross were in the top 28. These swaps were chosen by the committee to get a good balance of topics. Amazingly, some big names missed out, and even the top ten included some surprises. T-SQL, Indexes and Reporting featured well in the top ten, and in the end, the mix between BI, Dev and DBA ended up quite nicely too. The ten most voted-for sessions were (in order): Jennifer McCown - T-SQL Code Sins: The Worst Things We Do to Code and Why Michelle Ufford - Index Internals for Mere Mortals Audrey Hammonds - T-SQL Awesomeness: 3 Ways to Write Cool SQL Cindy Gross - SQL Server Performance Tools Jes Borland - Reporting Services 201: the Next Level Isabel de la Barra - SQL Server Performance Karen Lopez - Five Physical Database Design Blunders and How to Avoid Them Julie Smith - Cool Tricks to Pull From Your SSIS Hat Kim Tessereau - Indexes and Execution Plans Jen Stirrup - Dashboards Design and Practice using SSRS I think you’ll all agree this is shaping up to be an excellent event.

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• how Can we get the output format to CSV instead of HTML in Alfresco using webscripts?

  - by pavan123

  how Can we change the output format to CSV instead of HTML in Alfresco using webscripts? below are the my corresponding FTL and Webscript files recursive.get.html.ftl <#macro recurse_macro node depth> <#if node.isContainer> <tr> <td> ${node.properties.name} </td> <td></td> </tr> <#list node.children as child> <#if child.isContainer> <@recurse_macro node=child depth=depth+1/> <#list child.children as child2> <#if child2.isDocument> <tr><td></td><td>${child2.properties.name}</td></tr> </#if> </#list> </#if> </#list> </#if> </#macro> Recursive Listing of Spaces & Documents: Space Document recursive.get.desc.xml <webscript> <shortname>recurcive</shortname> <description>Recursive</description> <url>/sample/recursive/{recursive}</url> <format default="html">extension</format> <authentication>guest</authentication> </webscript> and html output is Recursive Listing of Spaces & Documents: Space Document Company Home Data Dictionary Space Templates Software Engineering Project Documentation Drafts Pending Approval Published Samples system-overview.html Discussions UI Design Presentations Quality Assurance Presentation Templates doc_info.ftl localizable.ftl my_docs.ftl my_spaces.ftl my_summary.ftl translatable.ftl recent_docs.ftl general_example.ftl my_docs_inline.ftl show_audit.ftl readme.ftl Email Templates notify_user_email.ftl invite_user_email.ftl RSS Templates RSS_2.0_recent_docs.ftl Saved Searches admin Scripts backup.js example test script.js backup and log.js append copyright.js alfresco docs.js test return value.js Web Scripts org alfresco sample blogsearch.get.js blogsearch.get.atom.ftl blogsearch.get.desc.xml blogsearch.get.html.ftl blogsearch.get.html.400.ftl blogsearch.get.atom.400.ftl categorysearch.get.js categorysearch.get.atom.ftl categorysearch.get.desc.xml categorysearch.get.html.ftl categorysearch.get.html.404.ftl categorysearch.get.atom.404.ftl folder.get.js folder.get.atom.ftl folder.get.desc.xml folder.get.html.ftl avmstores.get.desc.xml avmstores.get.html.ftl avmbrowse.get.js avmbrowse.get.desc.xml avmbrowse.get.html.ftl recursive.get.desc.xml recursive.get.html.ftl sgs.get.desc.xml sgs.get.csv.ftl sample1.get.desc.xml sample1.get.csv.ftl first.get.desc.xml first.get.text.ftl rag.get.html.ftl rag.get.desc.xml new1.get.desc.xml new1.get.html.ftl excel.get.html.ftl excel.get.desc.xml sgs1.get.desc.xml one.get.html.ftl one.get.desc.xml one.get.js readme.html Web Scripts Extensions readme.html Guest Home Alfresco-Tutorial.pdf User Homes isabel Users Home

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