Market Guide for User Experience Platforms Published: 2 March 2015 Analyst(s): Gene Phifer, Jim Murphy, Ray Valdes, Magnus Revang, Gavin Tay Whether called digital experience platforms, customer experience platforms or UXPs, the technology for creating effective, high-fidelity user experiences for a website, portal or mobile app across channels and devices continues to emerge. IT leaders must focus on rationalized, integrated platforms. Key Findings ■ The user experience platform market is solidifying, with new players entering and the existing players formalizing their offerings. ■ Although not every vendor in the UXP market has embraced the term "UXP," they have fully embraced the concept; the common alternative names for their offerings include "customer experience platform," "engagement platform" and "digital experience platform." ■ Although a UXP is horizontal by definition, embracing all types of users, most UXP offerings focus on customer-centric use cases. ■ The primary adoption pattern of UXPs is piecemeal, with most users buying portions of the suite, then adding existing components to it, potentially using multiple buying centers within the enterprise. Recommendations ■ IT leaders should focus on the concept of a rationalized, integrated platform for user engagement. ■ IT leaders should establish appropriate governance so that there is a level of coordination across the enterprise for establishing a UXP. ■ IT leaders should examine the products in the UXP market, as they build out their UXP instances. Strategic Planning Assumption By 2017, the user experience platform market will have fully emerged. Market Definition As enterprises expand their Web footprints by deploying and redeploying more sites, and as mobile apps become the norm, enterprises should rationalize the tools used and implement a platform approach for the development of websites, portals and mobile apps. User experience platforms (UXPs) are the leading approach for this, and the market for UXP products continues to emerge. UXPs are rationalized, integrated sets of components on which websites, portal sites and mobile apps can be built and deployed. A UXP is a platform for the presentation layer. Without a platform approach, a "tool de jour" approach is frequently used by developers, leading to a mishmash of one-off tools from a long list of vendors (or open source), and a maintenance nightmare. Services delivered via a UXP generally include: ■ Content ■ Context ■ Portal ■ Collaboration ■ Social ■ Mobile ■ Search ■ Analytics ■ Orchestration/composition ■ Integration and API services A UXP provides a high-fidelity and holistic user experience (UX) across the breadth of services provided. The sites and apps created by a UXP may be deployed across multiple channels and devices, and may face any of these audiences: ■ Employees ■ Customers ■ Consumers ■ Business partners ■ Suppliers ■ Contractors ■ Citizens ■ Students, staff, alumni, etc. Page 2 of 18 As enterprises formulate strategies for website, portal and mobile app development, they should evaluate an emerging set of UXP vendors. Some enterprises may choose to adopt their UXPs from single vendors, while others may adopt a UXP as the core of a platform, while supplementing it with additional technologies. Other enterprises may take a complete "roll your own" approach, self- integrating a collection of best-of-breed components. For those taking the roll-your-own approach, a UXP offering isn't generally an appropriate solution. A UXP is an integrated set of tools for delivering modern websites and portals. It focuses on the front end, the presentation and user interaction layer. Integration within the UXP and with back-end services is achieved primarily through portlets, widgets and integration technologies — for example, enterprise service buses (ESBs) or Web services. The dominant industry model is Web-oriented architecture (WOA), facilitated by RESTful widgets that are consumed via open APIs. A UXP consumes business application data, services and transactions from a variety of back-end systems and tools; assembles and orchestrates them; combines them with supporting tools, such as search and collaboration; and delivers the resulting interfaces in a targeted manner to the appropriate channels and devices. A UXP can serve as the enabling, unifying system for multichannel, modern Web initiatives and next-generation, digital marketing websites, as well as B2B collaboration environments. A UXP can deliver the presentation layer for any audience and support any business function that requires human interaction. The platform can be thought of as a toolkit that enables organizations to support websites, portals and mobile sites that have a variety of requirements and features. For example, a business-to- consumer (B2C) website may require Web content management (WCM), digital marketing technologies, digital commerce, social media, search and analytics. A business-to-employee (B2E) portal may require a portal product, document collaboration, search and extensive business application integration capabilities. By creating a platform and populating it with the appropriate tools and components, an enterprise delivers a ready-made framework for its developers to use for any website or portal requirement. A UXP may also include tools for building mobile websites and applications. Developers can pick and choose, assembling the capabilities they need from the portfolio of tools and components in the UXP. Organizations won't necessarily need a different set of tools for each channel, because the tools in the UXP support multiple channels. The platform's reusability of tools and components benefits IT in terms of efficiency and cost control; however, it also benefits business stakeholders as a more unified way to engage with their constituencies. End users benefit from more-cohesive, cross- channel experiences. The efficiencies derived from platform approaches can lead to reduced time to market, which benefits all parties. Some organizations will adopt more than one UXP. For example, a customer-facing UXP with significant digital marketing capabilities may not be the best solution for an employee intranet with significant business application integration requirements. In this case, two UXPs may be more appropriate. Obviously, an investment as significant as a UXP should be deployed as a single entity, when this is feasible; however, business needs may dictate otherwise. Page 3 of 18 UXP Deployment Options The UXP is, first and foremost, a platform concept and, secondarily, a product concept. What is most important for enterprises is that they have a UXP. How they get one is of secondary importance. Approaches for deploying a UXP are: ■ Roll your own — Some enterprises will choose this approach, assembling their UXPs from a set of best-of-breed products and open-source components. For these enterprises, the UXP market will not be a choice, except as a source for components. ■ Suite — Other enterprises will choose to obtain their UXPs as suites (or single product) from a single vendor. This suite will replace any or all existing tools for delivering user experiences. ■ Partial suite — Others will buy all or part of a vendor's UXP solution, and supplement the rest with existing technologies, or technologies from other vendors. Although many UXP product offerings are fairly complete and robust, they all aren't, and this approach will be relatively common. For these enterprises, the UXP market will be the primary source of their UX solutions. Based on data from vendor and end-user discussions, the partial deployment model appears to be the most common approach being used. This recognizes the investment that enterprises have made in technologies such as content, portal, mobile and search. It also recognizes that they are looking for a better answer, one delivered by a platform for digital experience. A UXP is traditionally delivered as software to be deployed on-premises, but many UXP vendors have cloud options. Most providers support an infrastructure as a service (IaaS) deployment model, in which a single-tenant version of the UXP software is deployed on top of a shared hardware IaaS. Some support a private cloud model, where the UXP can be deployed as a UXP as a service (uxPaaS) inside the corporate network. Finally, a few support a shared, public cloud deployment of a uxPaaS. Components of the UXP The UXP market is a composite market, meaning it's an aggregation of multiple constituent products. This space is on track to develop into a stand-alone market in the future. There are already examples of stand-alone UXP products (e.g., Microsoft SharePoint and IBM Customer Experience Suite). A UXP has a core set of technology services that deliver the essential functions of WCM, portal, integration and compositing (see Figure 1). These services are typically delivered by an integrated set of components that form a platform. Simply calling a collection of products a UXP doesn't make it true. The services of a UXP must have a minimum level of integration — for example, a common user identity and access management (IAM) model, a common deployment/maintenance model, and, as much as possible, a common look and feel. The core services must also be designed to eliminate the redundancy and conflict caused by bolting WCM, portal and other Web products together. Page 4 of 18 Figure 1. The Essential Functions of a UXP Source: Gartner (February 2015) Underlying the UXP is a set of supporting infrastructure services, such as IAM, security, runtime and system management. In addition, some of the underlying infrastructure services may be extended by the UXP — for example, portals and context-aware tools can extend identity services. The core features of a UXP are described in the sections that follow. Web Content Services Every website or portal needs WCM capabilities to support the creation, organization, publication and retirement of information on the site or portal. Portal Services Although not every website needs to be a portal, modern horizontal portal capability is necessary to support a broad UXP strategy. Portal services deliver a personalized, unified point of access, Page 5 of 18 aggregating and integrating relevant content, applications, business processes and other people, as well as supporting targeted, bidirectional user engagement. Chief among a portal's services are the coordination of access management, personalization and targeting, and customization, which allow contextual access to Web resources. The essential portal method, including a page framework and component (portlet or widget) model, is critical for the UXP's interoperability, extensibility and reuse. Integration and API Services Modern websites and portals must be able to consume and distribute content, applications and services through Web services and APIs. Of course, portals have traditionally focused on the consumption side, invoking content and applications from various Web-based and non-Web-based resources. However, in a world in which a single website or portal does not constitute an enterprise's complete Web presence, the UXP must be able to consume and deliver APIs to other websites, portals and mobile apps. A model that exposes REST-based APIs not only facilitates multichannel deployment (for example, PhoneGap-style, wrapped HTML hybrid mobile apps) and third-party consumption of business services, it also facilitates integration between back-end services and the UXP. The integration framework may also rely on SOAP-based Web services or integration technologies, such as an ESB or an integration broker to consume application content and services from back-end systems. Compositing Services Representing the front-end interaction layer, the UXP isn't itself an application development platform. It is poor practice to encapsulate business logic inside the UX layer. The UXP still requires the ability to assemble and tie together application components for a variety of purposes and audiences. The visual component model, known generically as the "portlet," serves as a fundamental building block for assembling composite applications that can employ the UXP's other services, such as personalization and security. Lately, widgets (easier-to-create RESTful components that depend less on server-side processing) have overtaken the longer-established portlet model. Portlets and widgets ease the difficulty of integration and extension, and enable IT to more safely delegate the assembly and management of websites and pages to business users. Basic Context Services A foundation for context-aware computing is required for a UXP. As a starting point, most organizations will need to employ personalization to deliver relevant information and applications based on the user's role, the device they're using or their location. This requires the UXP to be able to interrogate N attributes and use a rule engine to determine personalization/targeting behavior. Basic Mobile Services The ability to render mobile Web content for consumption in the Web browser of smartphones and tablets is a core requirement. The ability to automatically adapt to different screen form factors (i.e., responsive design) is a requirement. Page 6 of 18 Basic Analytics Services UXPs must be able to provide Web and portal analytics that monitor the use and measure the success of their website and portal efforts. Basic Rich User Interface Support UXPs must support user interface (UI) technologies that deliver rich experiences, including HTML5, and related technologies (e.g., Cascading Style Sheets 3 [CSS3] and JavaScript), as well as traditional rich Internet application (RIA) technologies, such as Adobe Flash. Basic Search Support UXPs must support a search engine that indexes the content of the website or portal site. Additional Features of the UXP Other features of the UXP are considered optional; however, they are frequently necessary for the creation of modern websites and portals. Advanced Content Services In addition to Web content services, other content capabilities, such as digital asset management (DAM) and document management, are frequently required. This may lead to enterprise content management (ECM) capabilities. Leading UXPs also enable end users to create and manage content without IT intervention. This is particularly true of the digital marketing use case, in which the marketing department can, by itself, create and launch websites for ad campaigns and brand sites. Advanced Context Services The ability to test and target Web content is frequently a requirement, especially in digital marketing use cases, where behavioral targeting is a requirement. Multiattribute personalization, based on a combination of static and dynamic attributes, and driven by a rule engine, is a feature of advanced context. Contextual services for mobile devices (for example, location-based services) is also a frequent requirement. Advanced Mobile Services As mobile computing continues to grow explosively, it is important to find ways to effectively deploy Web assets to mobile channels. A UXP, with its Web content services, open API and mobile capabilities, enables enterprises to mobilize websites and portal sites. An approach that is resonating with enterprises is a PhoneGap-like wrapped HTML hybrid mobile app model. The capabilities of an advanced UXP facilitate this model. A full mobile application development platform (MADP) capability may also be included in a UXP, which would extend the UXP to native Page 7 of 18 mobile apps. Mobile device management (MDM) capabilities can also be advanced features of UXPs. Advanced Analytics Services Cross-channel website and portal strategies will increasingly require the ability to gather analytics across many points of interaction, including websites, portals, social sites and more-traditional data warehouses. The onslaught of big data will require the analytics services of a UXP to handle a variety of data sources for analytics. UXPs will help support real-time decision making for users, and they'll help organizations sense and respond to changes in market demand. Advanced UXPs may also expose their own analytics in an open model for other analytics tools to consume. Advanced UI Support Modern Web users expect richer, more engaging and more rewarding experiences, so UXPs will provide support for a variety of advanced UI technologies. As Adobe Flash and Microsoft Silverlight give way to HTML5, new UI technologies and modes of interaction, such as touch and voice, will require support. Responsive Web design capabilities are also a feature of leading UXPs. Advanced Search Services UXPs will employ advanced search more prominently to help users and IT departments deal with greater volume, variety and disparity of information sources, including internal and external Web content, documents and digital assets. Advanced search may also deliver search results and order bias, based on contextual variables, and it may provide a valuable source of information for digital marketing purposes. Communications and Collaboration Services In some cases, UXPs will provide a range of tools that enable people to work together, whether asynchronously with tools such as document collaboration, threaded discussions, team rooms and forums, or real-time with voice over Internet Protocol (VoIP), instant messaging and Web-based online meeting tools. Social Computing Services Closely related to collaboration, websites, portals and mobile applications increasingly require social computing capability and interoperability. Internal portals and websites often employ core social capabilities, such as social profiles, activity streams, social graphs and folksonomies, to better engage users, to provide better peer-to-peer service, and to improve information management and findability. External websites and portals use social capabilities to improve customer self-service and support. Marketing groups must manage their social presence, not only on their organizations' own Web properties, but in public social media outside of their control, such as Facebook or Twitter. Page 8 of 18 Digital Commerce Services Digital commerce capabilities are necessary for organizations transacting on the Web. Frequently included are transaction capabilities, catalog management, merchandising functionality, promotions support, credit card validation and shipping. Depending on the importance of the Web channel, the size and breadth of the business, and the need to support many sales channels and many products (as in consumer products and retail), some organizations will use a digital commerce platform as a foundational component of their UXPs. UX Management Services Effective UX is becoming a first-level requirement for many organizations. A UXP can deliver programmatic support for UX methodologies, such as user-centered design, usability testing, personas, user scenarios, journey maps, interaction patterns and testing/targeting. Advanced site optimization features, such as A/B and multivariate testing, can also be part of a UXP. To support orchestrated customer journeys, a journey map builder is needed, and this capability has begun to appear in some UXPs. The UXP in Summary ■ A UXP is an integrated set of tools, delivered as a platform on which to build and deploy modern websites, portals and mobile apps. ■ A UXP isn't itself an application development platform. It can consume applications components readily, though. ■ A UXP has a core set of technology services that deliver the essential functions of WCM, portal, integration and compositing. ■ A UXP is first and foremost a platform concept; secondarily, it's a product concept. ■ A UXP is typically deployed on-premises; however, as of late, many cloud options have emerged. ■ A UXP can serve as the enabling, unifying system for multichannel, modern Web initiatives. ■ The UXP market is an aggregation of multiple, constituent product markets — i.e., it's a composite market. Market Direction The UXP market is young, and is an emergent phase; however, the concept of a UXP has been resonating for years in the vendor community. Many offerings have appeared on the market, and most generate double-digit millions of dollars annually. What is lagging somewhat is user demand, because the concept of a UXP is still somewhat foreign. However, demand will catch up with supply, and we expect the UXP market to fully emerge in the 2016 or 2017 time frame. Page 9 of 18 Market Analysis Because it's an emerging market, UXP is still formulating segments. However, some early segmentation revolves around the ethos of the vendor offerings. The ethos of a particular UXP frequently evolves from the heritage of its content and/or portal technologies. For example, the ethos of Microsoft SharePoint is employee-facing use cases, where it is historically strong. Some UXPs are strong in application integration and transaction support, whereas others are more focused on content delivery/collaboration support. Some vendors have multiple UXP offerings (e.g., IBM Employee Experience Suite and Customer Experience Suite) and, therefore, have multiple centricities. Based on this, the ethos of the UXP vendors can be divided into four categories (see Table 1): ■ Employee-facing ■ Customer-facing ■ Application/transaction-centric ■ Content/collaboration-centric Page 10 of 18 Table 1. Ethos of UXP Vendors Employee Customer Application/ Content/ Transaction-Centric Collaboration-Centric Acquia X X Adobe X X Backbase X X EPiServer X X eZ Systems X X e-Spirit X X HP X X X IBM X X X X Jahia X X Liferay X X X Microsoft X X OpenText X X Oracle X X X X Oxcyon X X X salesforce X X X SAP X X SDL X X Sitecore X X Squiz X X Source: Gartner (February 2015) Representative Vendors The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to provide more understanding of the market and its offerings. Page 11 of 18 Acquia Acquia is a venture-funded company, with more than $118 million invested and more than 3,800 enterprise customers. Acquia has enhanced the Drupal platform with cloud-based implementations, e-commerce and vertical applications (government, education, media, publishing and high-tech). Acquia's UXP offering has evolved from a product made up almost exclusively of the Drupal Platform to a strategy with the Drupal Platform at its core, and multiple proprietary add-ons to create the Acquia Platform. Some of those new complementary technologies include the Acquia Lift ContextDB (contextual database), Acquia Lift Target (testing and targeting), Acquia Lift Recommend (product recommendations) and the Acquia Cloud Site Factory. The Acquia Platform can be used for a variety of audiences; however, customers are the primary target, and Acquia has set its sights on digital-marketing use cases. Acquia delivers identity management, multisite configuration, social publishing, collaboration, integration, internationalization (110 languages) and accessibility support. The adoption of open-source Drupal began long before the founding of Acquia, and has shown strong growth during the past decade, with more than 1.5 million sites and an ecosystem of more than 23,000 modules. Adobe Adobe brings its creative and marketing technologies to the UXP market with two suites: Adobe Creative Cloud and Adobe Marketing Cloud. Creative Cloud is used for the creation of digital assets, whereas Marketing Cloud is used to deploy and manage those assets. Adobe is the vendor of choice for creative professionals, and is a leading vendor in digital marketing. Its products are heavily used by marketing departments, digital agencies, system integrators (SIs) and IT organizations. Adobe's primary strategy is to focus on digital marketing and the empowerment of marketing users, with a clear centricity toward customer-facing use cases. Backbase Backbase was founded in 2003 in the Netherlands and has offices in North America, Europe, Russia and Singapore. The company's initial focus was on UI technology (Ajax library), which then broadened to "lean portal" technology and MADP. The current core offering is the Backbase Customer Experience Platform (CXP), which combines presentation management with content management, customer analytics, personalized campaign management, forms management and mobile platform support. In addition to the CXP, Backbase has a vertical offering targeting the banking and financial services sector. EPiServer EPiServer, headquartered in Sweden, and Ektron, headquartered in New Hampshire, U.S., have recently merged under the EPiServer name. It offers two products that qualify as UXPs: the EPiServer Experience Platform and Ektron Experience Platform. Future updates will see the consolidation of its product offerings. Both platforms are based on .NET and can be offered as on- premises or SaaS solutions. They both focus on marketing-driven, consumer-facing sites with primarily content management needs. Page 12 of 18 eZ Systems Headquartered in Norway, eZ Systems also has offices in the U.S., Europe and Japan. The company offers an UXP platform with its eZ Publish Platform, which combines its WCM platform with search, analytics, collaboration, personalization and marketing automation. Its platform is open source and builds on other open-source platforms and tools, such as PHP and the Symfony Framework. It can be offered as an on-premises and cloud-based solution. The solution focuses on marketing-driven, consumer-facing sites with primarily content management needs. It also offers digital commerce as an add-on module. e-Spirit E-Spirit focuses on creating compelling UXs by incorporating analytics for real-time personalization through Woopra. FirstSpirit, its WCM solution, is at the heart of bringing the persona-based UX together, while following a best-of-breed prepackaged integration approach with technology partners in portals (IBM WebSphere, Liferay), CRM (salesforce), e-commerce (Demandware, hybris), marketing automation (DoubleClick) and search (Google), among others. HP HP's UXP offering centers on its Web Experience Management solution, which comprises HP TeamSite for WCM, HP MediaBin for DAM, HP Optimost for analytics and multivariate testing, HP Universal Search, and HP Intelligent Data Operating Layer (IDOL), which serves as a universal information platform for accessing and analyzing all forms of data and content. Support for mobility and social capability centers on the TeamSite offering, and digital commerce is accomplished through partners such as SAP hybris. Similar to several other UXP providers, HP's most advanced customers use the solution for customer-facing initiatives; however, it is widely applicable to partner- and employee-facing scenarios as well. IBM IBM's Digital Experience strategy provides a strong industry vision of the UXP. IBM centers its UXP strategies on its industry-leading portal technology, IBM WebSphere Portal. Other technologies in its UXPs include IBM WCM, IBM MobileFirst (formerly Worklight), IBM Connections (social), IBM Content Analytics with Enterprise Search, IBM Digital Analytics, IBM WebSphere Commerce, IBM Kenexa (human capital management [HCM] and talent management) and IBM Campaign (formerly Unica). IBM is one of the few UXP vendors with more than one formal offering: the Customer Experience Suite and the Employee Experience Suite. Both are based on IBM's Digital Experience Platform, and each has a set of complementary technologies to target specific constituent audiences. Jahia Jahia provides an open-source Java platform built on WCM, document management and portal capabilities with a unified UI geared toward business users. Founded in 2002 and headquartered in Geneva, Switzerland, Jahia is working to expend its presence in North America. The company has Page 13 of 18 developed its portfolio to include, in its Digital Industrialization offering, The Studio (application development tool), Private App Store (in-house apps and components), Form Factory (forms), Workspace Factory (document-oriented collaboration), Portal Factory (application composition and integration) and Commerce Factory (digital commerce integration). Although focused primarily on customer-centric use cases, Jahia can also be used for employee- or citizen-centric use cases. Liferay Liferay's foothold in the UXP market is Liferay Portal, an increasingly popular Web and portal platform used by both large and small enterprises. The open-source organization has expanded its core portal functionality steadily and organically. Content management, analytics, workflow and social capability have been built into the platform, rather than bolted on. Liferay also incorporates complementary and synergistic open-source products and providers, such as Lucene for search. It provides digital commerce through integration with open-source Magento or apps such as Emeldi Commerce and KonaKart, available in the Liferay Marketplace. Microsoft SharePoint has been the Microsoft brand at the center of the UXP effort, which is in transition as the vendor urges customers toward its cloud-based Office 365. The various iterations of SharePoint Server, SharePoint Services and, now, SharePoint Online have been designed to combine portal, content management, search and collaboration services as a complement to Microsoft's other collaboration and office productivity applications. In conjunction with Office 365, SharePoint Online enables Office Graph, Delve and ready-to-go portals, such as the recently introduced Video Portal. However, the Office 365 push has left some customers treating SharePoint as less of a platform for building and managing UXs, and more of a general-purpose, out-of-the-box, office productivity application. Microsoft most actively targets and best suits employee-facing digital workplace initiatives, rather than customer- or partner-facing portals, websites and mobile apps. OpenText OpenText offers a broad portfolio of products, especially those of the content management category to the UXP market. Its UXP offering is a collection of products that are branded under the OpenText Experience Suite. Included are OpenText Portal, Web Experience Management, Tempo (social), Web and Social Analytics, Content Server, Media Management (DAM), AppWorks (Mobile), InfoFusion (search), Semantic Navigation (search), High Performance Delivery and Archiving. OpenText has several powerful solutions that are not always well-integrated and often overlap in functionality. OpenText's UXP has a strong affinity for customer-facing use cases. Oracle Oracle's WebCenter Suite (Oracle WebCenter Sites, Oracle WebCenter Content and Oracle WebCenter Portal) is the centerpiece of its UXP strategy. Additional features include Oracle Social Network, Oracle Commerce Server, marketing automation (Eloqua), Oracle Mobile Platform, Enterprise Search, Real-Time Decisions (analytics) and multiple application integration technologies (identity management, business process management and service-oriented architecture). Oracle WebCenter Sites is used as the core for customer-facing use cases, whereas Oracle WebCenter Page 14 of 18 Portal is used as the core for employee- and partner-facing use cases. Oracle is frequently used when application integration is a key requirement, especially integration with Oracle Applications. Oxcyon Oxcyon is a relatively small vendor that has embraced the concepts and terminology of the UXP. Its Centralpoint offering is a single SKU product targeted at .NET environments. Centralpoint is made up of pluggable modules that can be user-selected and encompass various UXP functions. These modules support horizontal capabilities (e.g., collaboration, document management, personalization, search, single sign-on, analytics and mobile), as well as vertical functionality (including advertising, dealer extranet, healthcare, compliance and education). Centralpoint can be delivered in an on-premises or cloud model. Salesforce Salesforce (formerly salesforce.com) is one of the largest players in the cloud computing sector. The company was founded in 1999 and is headquartered in San Francisco, California. Salesforce initially competed in the arena of SaaS business applications, with a portfolio that began with sales force automation (SFA) and CRM, and has broadened to include a range of marketing and business functions. The company's UXP offering has a strong mobile aspect, as well as enterprise social computing (Chatter). Other UXP-related aspects of the portfolio include Community Cloud (e.g., social, collaboration and website technology), Marketing Cloud (Journey Builder and Predictive Intelligence) and the Salesforce1 Platform (Force.com for employee-facing apps and Heroku for customer-facing apps). Salesforce Lightning, part of the latest version of Force.com, powers rapid app development, and bridges the gap between declarative and programmatic development. SAP SAP Fiori UX represents a point of convergence in a continuing journey for SAP applications and UI technologies. SAP Fiori UX was first introduced as a set of role- and task-based responsive apps to make SAP business applications more accessible and engaging. SAP has since broadened Fiori UX to a set of UX design principles; a design language for visual design, information architecture and interaction patterns; and a UXP. SAP Fiori UX is the new face of SAP for business users (including the recently announced SAP S/4HANA) across devices and deployment options (on-premises, cloud and hybrid). SAPUI5 is the fundamental enabler for Fiori UX, whereas SAP Gateway provides integration and aggregation services. Fiori UX also includes a Web integrated development environment (IDE), and a Fiori launchpad, which increasingly plays a portal role, aggregating and composing applications based on multiple SAP and third-party apps. SAP's UXP portfolio encompasses SAP Enterprise Portal and its newer and leaner SAP Hana Cloud Portal. Its other investments include SAP Jam (for social networking), Web Page Composer and SAP Portal Site Management by OpenText (for WCM), the SAP Mobile Platform, SAPUI5, SAP Lumira (for analytics), and SAP hybris (for digital commerce and product information management). Page 15 of 18 SDL SDL was founded in the U.K. in 1992 and has more than 3,450 employees. SDL has a broad product line, called the Customer Experience Cloud (CXC), which has been built, in large part, through acquisition. CXC spans digital experience, knowledge delivery, language and customer analytics. In the area of digital experience, offerings include SDL Web, SDL Campaigns, SDL eCommerce Optimization and SDL Experience Optimization. In the area of knowledge delivery, SDL offers SDL Knowledge Center and SDL Contenta Publishing Suite. The language component, which was initially the foundation of the company, has offerings that include machine translation and translation management systems. The last of the four CXC pillars is customer analytics, which consists of Customer Journey Analytics, Audience Analytics & Segmentation and Brand/Health Monitoring. Sitecore Headquartered in Denmark, but with offices worldwide, Sitecore delivers a UXP platform through the Sitecore Experience Platform, which offers a broad feature set focusing on content management, marketing automation, multichannel marketing and digital commerce. Its platform is based on .NET and is offered as on-premises, SaaS and platform as a service (PaaS) solutions. The implementation of solutions is done through its extensive partner network. Its primary focus is marketing-driven and commerce-driven consumer-facing websites. Sitecore also offers digital commerce through Sitecore Experience Commerce, which leverages Microsoft digital commerce technologies. Squiz Squiz is a relatively small vendor focused largely in Australia and the U.K. It offers an open-source UXP focused mainly on a WCM, which is based on PHP. Other components include Search (Funnelback), Roadmap (social software), Squiz Analytics and the use of external analytics providers, such as Maxymiser and Google. In 2014, Squiz acquired InsightfulCRM, making SugarCRM a key component to contain and drive customer insight. This increased its partnerships with complementary UXP add-ons. Squiz packages technology and consulting services into a single offering that combines open source with cloud/SaaS and commercial off-the-shelf models. Squiz also offers a cloud solution that combines its own data centers and a series of edge notes subcontracted from Amazon and Rackspace. Market Recommendations The UXP market is still growing up. Despite its relative immaturity, there are powerful UXP solutions, and the components used in them are highly mature and reliable. As one examines the UXP vendors, their ethos should be well-understood, because this indicates the use cases in which the vendors are the strongest. By definition, a UXP can be deployed across multiple use cases; however, some are stronger at specific use cases than others. Could you deploy a customer-centric website using a UXP offering with an emphasis on employee-centricity? Yes. Would you want to? Probably not. Ignoring the ethos means that you are likely to need a lot of Page 16 of 18 unnecessary custom work, creating a higher total cost of ownership (TCO) and resulting in longer time to deployment. Gartner Recommended Reading Some documents may not be available as part of your current Gartner subscription. "Magic Quadrant for Mobile Application Development Platforms" "Magic Quadrant for Horizontal Portals" "Magic Quadrant for WCM" "Predicts 2015: The Impact of Digital Business on Web and Portal Technologies" Page 17 of 18 GARTNER HEADQUARTERS Corporate Headquarters 56 Top Gallant Road Stamford, CT 06902-7700 USA +1 203 964 0096 Regional Headquarters AUSTRALIA BRAZIL JAPAN UNITED KINGDOM For a complete list of worldwide locations, visit http://www.gartner.com/technology/about.jsp © 2015 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. If you are authorized to access this publication, your use of it is subject to the Usage Guidelines for Gartner Services posted on gartner.com. The information contained in this publication has been obtained from sources believed to be reliable. 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