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Transcript

Everyone can see my screen okay? Perfect. So thank you so much everyone for joining today’s webinar on AM forms in the healthcare industry.

Specifically, we’re going to explore how to drive customer engagement in the payer space together with Source360. We have a great team of subject matter experts on the industry and product. We have Emily, who is the payers expert from ÃÛ¶¹ÊÓƵ’s Digital Strategy Group. Me and Arun from the product team, I’m on the product marketing side and Arun is a product manager lead with over 10 years at ÃÛ¶¹ÊÓƵ. And finally, we have Hugh and Charles from Source360, our technology solution experts.

These are the topics that we’re going to cover, starting with the challenges and opportunities in this vertical. We’ll go over AM forms capabilities. Later, Source360 is going to put those two points together with an end-to-end demo. And finally, we’ll end with our PM showing the latest product innovations. And with that, I will pass it over to Emily.

Thanks, Melissa. I’ll give you guys a brief introduction to some of the opportunities in the payer space.

When we think about how ingrained digital husband become in our lives, it’s really become the primary mode of communication that we have oftentimes with our consumers. And the amount of information that we collect on the web has really grown exponentially. When you think about your organizations, all the markets that they’re in, all the products and services that they offer, all the information on each of those products and services, and all the data that you need to collect from your consumers has really grown exponentially and it’s become increasingly complex to manage all this information in a really streamlined manner. And these forms really apply across the business.

And because they have had such an explosion of how these forms really grow and apply to each part of the business, it’s really led healthcare organizations to think about how they can rethink their processes and become more efficient. How do they reach members faster? How do they reduce the costs of maintaining all these forms? How do they make it really simple for employees to find the information that’s collected? And how do you consolidate all this information that exists in separate silos across the organization? Because oftentimes we have different people in different parts who created their own forms and legacy solutions, and it’s really not very connected and exists in many different pieces and parts.

And this has become frustrating, and both for the consumer and for the organizations that have to manage all these informations. We know that as end users, they really have come to expect a very seamless experience like they get in other industries, from financial services to retail, who really set the bar for how they want to be interacted with digitally. We know that end users expect they to have a fast experience. 67% of users get restless and they’ll abandon a form if complications arise. We know that people are multimobile. People want to interact both on their phone and on their desktop, and they want the information that they’ve given you on one mode to transfer to the other, so that they don’t have to restart that form. They also feel very overloaded. Oftentimes when they’re giving information, they’ve asked, you know, I feel like I’ve already given you this information, you should know this about me, why are you asking it of me again? And that can cause consumers to abandon those forms. We also know that it’s costly, both from an operational perspective of managing all those forms, but also from the cost of not being able to get users to convert and complete those forms online. If we take just an enrollment example, the ability to get users to complete an enrollment application online has huge benefits for an organization, because you’re bypassing the broker experience and you’re building that trust and loyalty of consumers within your own organization.

So really it’s a huge opportunity in the space. And I’ll hand it over to Melissa to talk more. Thank you, Emily. So now we’ll go over the AM forms capabilities. Before getting into details, we wanted to explain what AM form drives exactly. And it is two things, first operational efficiencies and second exceptional user experiences. By having peak operational efficiencies through authoring at scale and automated workflows, organizations are able to deliver the omni-channel experiences with a fast delivery to their end users. With all of these pieces put together, organizations can achieve a higher conversion rate and a higher enrollment rate. We’re simplifying these complex and crucial processes.

And we see that across our customers.

They have achieved impactful business results like the ones that you see on the screen. From decreasing form abandonment of 63% to higher team productivity of 66%, leading to an increase of self-service for customers, which numbers of 113%. And we also help developers edit forms faster in 85% and end users with their form filling experience. We see a 58% faster form completion and also 50% decrease in customer errors. Now, you might be wondering, what are those key capabilities that drive the results that I just shared? AM forms is an end-to-end solution, starting with omni-channel forms. Organizations are able to easily deliver, easily are able to easily author at scale, boosting developers productivity, but also empowering the business user and providing a guided experience for the end user. After a form is submitted, AM form helps you to automate workflows. Everything that happens after the data is submitted, including routing that data to the right places. And as I mentioned at the beginning, AM forms is an end-to-end solution and helps you leverage that user data in every way, including interactive customer communications, the third box that you see here on the screen. All of these capabilities are supported by Gen AI, which you will see later in the demo, the exotic scope of how we can help you. And finally, our native integration with AM sites, which is extremely important as it creates unified experiences for the internal users and most importantly, for the end users as well. Finally, it is important to mention that all of these AM forms capabilities are integrated with ÃÛ¶¹ÊÓƵ Experience Cloud. In that way, we bring the best out of every product. Now, how do we see these capabilities in action? AM form solves for every type of form, starting with marketing forms, the box that you see here on the left. A great example is a contact us form that you find in any website, right? The value that AM form brings to these use cases is huge. It allows you to create on-brand unified experiences for the end user, increasing conversion rates and maximizing that ROI of the marketing funnel, which is so hard to achieve. The next use case is business unit forms, the second box that you see here on the screen. By these, I mean application forms. A great example is a benefits enrollment form in which you have multiple form fields with multiple categories, multiple types of information. With AM forms, you’re able to build a simple guided experience for the end user, and at the same time provide a super fast service delivery, which is enabled by our automated workflows. Finally, we have customer communications, the last box that you see on the screen. An example of this is a summary of a member’s benefit, for example. This is very helpful for our customers because it helps them to drive that user value, that is, as it is integrated with the data source, and the communications can be easily personalized in that way. So with that, I will pass it over to the Source360 team. You, Charles, the floor is yours.

Yeah, do we have the personas slide? There you go, thank you.

All right, so I’m gonna talk to this slide, then I’ll switch over to sharing my screen real quick. So what I wanted to do is kind of introduce a scenario for you guys. So we’ll use this as a way to get through the different screens and different features that we wanna show and talk about the benefits. So this is, again, all about user experience, guiding the customer, and operational efficiency, which means more forms or products and faster to market. So the way that we’ll accomplish this is by walking through the different roles of the people. So the first one, and maybe most obvious and important, is marketing. So there’s actually two sides of the marketing. The first is the contact form that Melissa talked about and making sure that you can reach new prospects and fill the pipeline for members, or even communicate with existing members of your organization. So then the other thing is on the flip side is now we’ve got a prospect, we need them to fill out a form. Multichannel is super important, but it wants to be a really good experience so that they complete the form and get into the process. And then of course there’s automation, and we’re gonna show the continuous customer communications, the ability to cross-sell and up-sell without forgetting, signing agreements and doing things like that. So the idea is to reach members faster and keep them connected with you guys. How are we gonna accomplish that? Again, it’s all about doing more and faster. And so I promise you today, I’m not gonna show you any smoke and mirrors. All this stuff is real. I didn’t do any coding for this. So we’re gonna see this real time in the system. And this is the IT department. So we’re gonna show the ease of authoring. We’re gonna show the ease with integrating with other systems like Power Automate or other enterprise systems for your CRM. And we’re gonna talk about the enrollment journey and how you get there. So you guys already have existing forms, so those are not gonna go to waste. So we have a conversion service that we’re gonna show you how to automate conversion. And then Melissa talked about Gen AI. I’m gonna actually generate a form and make some changes and quickly get that usable. And then we’re gonna talk about the communication. So signing the agreement, using ÃÛ¶¹ÊÓƵ Sign, using the Cloud Designer, which is something new that you probably haven’t seen, and being able to really modify that customer communication. And of course, behind all of this is automation. So we’ll do a little workflow and we’ll have an end user demo where we actually fill out the form. Submit it and get an agreement signed and show you that process as well. So we’re excited to show this to you. So we appreciate the time. So I’m gonna take over the screen here and see if I get the right one. Charles, just while you’re doing that, I wanted to emphasize that the form authoring piece, which we’re gonna start with, I mean, the idea is that the business is doing this except in the most highly complex scenarios. The idea is that the business is able to do this as well. And sort of where we’ve seen this in practice is where the business has put some guard rails that are established by potentially the enterprise IT team, but essentially the business are the authors. And that includes generating the form as well as being able to create workflows. Yeah, so that’s a good point. So actually we’re gonna start on the customer contacts part, but this is actually using the forms components in a AEM site. So what is new with this is that you’re gonna be able to drop AEM forms components that you were traditionally only used in AEM forms, but now you’re gonna be able to have the same enterprise capability within a sites page. And as you know, sites is all about enabling the business user to be able to go make modifications and send them to be published to the website. So this is a simple contact form. I just really just wanted to show you guys how it’s going to submit, but this is AEM. So you’re gonna be able to go and do all the different modifications, styling that you guys need to do. And you’re gonna be able to connect this up to whatever enterprise workflow that you might have, such as in this case, what I’ve got it doing is going to a Power Automate script. So you can see, or workflow I should say. So you can see whenever I go to the submission, I’ve got Power Automate here, and I’ve got a workflow here with that. So what I’ll do is actually just bring that up for you guys.

And we have it here.

And this Power Automate is super simple. It’s just gonna send me an email with my information, and I’ll show you how that works with that. So with Power Automate, you guys, this is not gonna be a Power Automate demo, but with Power Automate, you have all kinds of tools to go into Microsoft Dynamics or have things go into SharePoint. And this is the AEM workflow that I have there. So what it’s doing is just sending me an email. You can see the workflow here.

Anyway, it did submit. I’ve got a nice thank you page. And all it’s doing is receiving it and sending an email to me. So if I go pop open my email, I’ve got it here. It said, hey, I’ve got a new contact form submission, and here’s the data that it was sent. So it was the data from the form that’s being sent. Of course, this is the data that you can parse and send to different areas of your organization to have workflows kicked off as you do in CRM and have more customer communication. Okay, so now let’s go to the other side of marketing, which is now we need to improve our user experience with the enrollment process. So there’s two sides of this. One is you guys already have existing forms with your organization. So what I wanna show you really quickly is I’ve done this. I did this as kind of like the baking a cake sort of thing. I’ve got the ingredients here, but then I’m gonna show you the actually the cake that was already built. So we call it AFCS, which is Automated Forms Conversion Service. So I uploaded some forms that I found off of the internets, actually a healthcare enrollment form, that’s a PDF. And what I did is generated the, you can see it says converted up here. So I started the conversion process, which is uploaded into ÃÛ¶¹ÊÓƵ’s cloud. So you have the latest capabilities with respect to conversion. And then what it’s doing is actually building an adaptive form for you to start modifying and build so it has a web experience multi-channel. So if I go in here and look at that healthcare agreement, you can see I’ve got a preview of it. And remember, I’ve done nothing to this. So this was that PDF now into a web-based form, and it’s got the templates from ÃÛ¶¹ÊÓƵ that you could automatically have. So it can automatically have the branding and things like that you would do in the template. Now you’re not going to use this straight away. You’re going to start modifying it, add fields or remove fields to do that. But the point is, is now you’ve taken so much time out of your process to get this into a usable format to have something to start from. Again, if you wanted to go and do this with Gen AI, maybe you’ve got a new product or a new form that you want to bring. So this is where we want to talk about Gen AI and how you might do things. So I’ll go in here and just, you can see over on the left-hand side of the screen, we’ve got the AI assistant. So I’m going to just simply say, I would like to create an enrollment form.

Remember, no smoke and mirrors here. This is actually the thing that it’s, actually AI assistant. So what it will do is go out there and it will ask you some questions to do the things that for setup that you wanted to do. You could even have it automatically be integrated into your workflow with AEM. Right now it’s just saying, okay, what template would you like to base this on? And what theme would you like? So I’m going to go ahead and just use this basic template and basic themes. So it says, okay, I’ve created it. Why don’t you go open it? So now we’re going to go open this form and you’re going to see it generated the sections and the fields that thought it would be, thought would be good for this.

There must be some really important people on the call because typically something goes wrong with the level of importance of people. So I haven’t seen that before, but here it is. We’ve got the form. And what you can see is that you’ve got this AI assistant still there available to you. So now you’ve got the field. So it’s created some sections, contact information, background. You can do things which I’m not going to do today just because we’ve got lots of things to show you guys, but you can have it add a new section if you wanted to add new fields with it. But I’m going to simply say, hey, I want to, I want, I would like to change the form.

Type.

So say I want to change the form layout. So yeah, this whole down the screen doesn’t work for me. So I’d like to have it with horizontal tabs here. So once we do that, it’ll go and create it with horizontal tabs. So you can see where this is going. So you can, a business user come in here, make simple changes, get the form to almost 80, 90% there with very few things, you know, you can apply templates to it, themes to it, and get it to where you need it to go with this form. So as in true form, true fashion, I have a form that’s ready to go for us. So we’re going to go switch over to that form. And what I want to do before I start using this form is I want to show you the form authoring experience. So what this is, is in a browser, of course, and you can start moving things around by dragging, dropping, and editing things and properties. So what you can do is make this form a, first of all, you can allow rich text. Every field is a little bit different. And you guys can even introduce your own component form field. So it’s very extensible. ÃÛ¶¹ÊÓƵ provides all the things that you typically need out of the box to do this. But again, each field is a little bit different, but you can make it required. You can change the help content that comes with it. And of course, something very important for healthcare and industry is accessibility. So being able to make sure that screen readers read the content in the form appropriately. So you can do custom content, or you can say dictate exactly what it’s going to read to you. As well as validation, field validation. So another thing that’s very important as well. Yeah, that’s true. So we’ll actually see the validation. So you can validate phone numbers, you can validate social security numbers. There’s some built-in validation patterns that are built into the tool, but of course not everybody’s the same. So you can extend that validation to whatever pattern that you see fit for it.

Okay. So I’m trying to keep track of time you guys. I think we’re doing okay. So let’s go ahead and talk about the submitting this form. So the next thing that’s important- Just something to highlight here. Like even here, the AI assistant is still available to continue to make changes through the AI assistant. Just want to highlight that there. Yeah, that’s a great point. So all throughout the lifecycle of the form, you always had that AI assistant. What I’ve found cool actually just being able to use it for the last few weeks with the beta system is that, you know, if it doesn’t actually do it for you, it gives you the instructions how to do that. So if it’s something more complex, it’s still using the documentation and everything to kind of guide you to how you do it, which is what I thought was really cool. So I’m going to go to the properties of this and what I want to kind of gear towards before I actually start using this is the customer communication and how you build that. One of the concepts that is in here is what’s called the document of records. So I have in the properties of this form, we have a document of record that is assigned to it. And it’s something that I created in the new cloud designers called the healthcare agreement. So this is actually the PDF, so to speak, that will be sent to ÃÛ¶¹ÊÓƵ Sign for signature. We’ll see that. But remember this designer, and I think some of you guys are familiar with the old desktop designer where you build a template for customer communication. So it can be either an agreement, it can be correspondence, disclosures, or any of that where you have the data, the customer information merged into the template, and then you have a PDF for mailing or for delivery on multi channels. So that’s really important. So today what we’re going to do is I’m going to show you this by submitting the form. It’s going to create that document and it’s going to send it to ÃÛ¶¹ÊÓƵ Sign. Before I actually do it though, what I want to do is show you the cloud designer. This is, for me, it’s super cool. I’ve been doing ÃÛ¶¹ÊÓƵ work for, gosh, longer than I’d like to admit, over 20 years. And I’ve seen the Windows-based designer and now I see it in the cloud, which is just amazing. So what I did here is I actually started with the Windows and just brought this in because I had this already built and modified it in this Windows-based designer. So this is exactly what you think it is. It is designer in the cloud. You’ve got all the different properties that you need, the data binding and all of those things to do this. Today I made it very simple. It’s going to be this health insurance benefit agreement. We’re going to take the data from the form and populate these fields in there so you show that that’s working and do that. Is there anything else, Arun, that you were thinking that we should highlight in the cloud designer and just wanting to do an introduction for it? No, this is great. I think this is, I think you covered everything, but this is going to be much more user-friendly and available in the cloud-based web UI with an AM interface. So that really changes how easily this can be now created and used for communications as well as a PDF attachment that happens right after a form submission. Yeah, thank you. Excellent. Okay. All right, great. So let’s actually go do that. So let me just give you a quick, these darn sharing things, get in my way from my tabs. What I want to do is quickly just show you, I’m going to go over, sorry, I’m clicking a little bit too much. What I wanted to do is in this case, instead of a Power Automate workflow, I’m actually going to kick off an ADM workflow. And in this case, you can see what I’m doing is I’m going to generate the document of record. I’m going to go through an approval step also. So we’ve got that manager persona that’s going to go to his inbox to actually review the enrollment application in the same and adaptive form. And remember, I guess I didn’t highlight this, but I’ll show it to you really quickly is this is multi-channel. So I know it’s kind of expected these days. It didn’t used to be that these forms can, on the form factor can fit on a phone or a desktop. So I’ll show you that really quickly, but both the contact form and this adaptive form is responsive. So it’s going to be able to be filled out in the same way, in the same experience on a phone versus a tablet versus a desktop. So we’re going to show that approval. Then we’ll go to ÃÛ¶¹ÊÓƵ Sign. ÃÛ¶¹ÊÓƵ Sign is already integrated into ADM. So it’s easy just to click a few buttons and fill out a few configuration fields. And then you’re sending it to ÃÛ¶¹ÊÓƵ Sign. So that’s what we’re going to do today. And then of course that’s when it ends. So let’s go over to the form. I saved myself at least three minutes by typing this in before you guys got on the phone. What’s important here is there is some validation. And I think Hugh, you pointed that out is I’m not actually going to be able to submit this until it validates. So this is just an example of, hey, you’ve got to fill out your first name here. So let me go ahead and fill that out. So what’s really cool is it’s going to push the form back to where the error is. And it’s going to prompt you to fill it out and give you the information. I think you guys are used to this. The form is dynamic. It’s going to change. So if you look at the menu up there, it is changing based on the choices that I choose in here. And let’s do the one thing about responsive nature. So this has the infamous hamburger menu. So you can navigate your form. So this is what it would look like on a phone. And it’s the same form, it’s responsive. So it’s going to respond to whatever screen size that you guys are using. So let’s go ahead and submit this, get this going. We can get into the QA section a little bit quicker. So I’ll submit this now. Oh, I got more stuff to fill out.

Look at that, actually working.

I guess that’s not a child. He’s 25 years old there in that picture.

I still think he’s a child. All right, so he submitted form. I left the default thank you page, but this of course, just like the thank you page for sites, you can specify a nice thank you page. But let’s go to the inbox. We should have created our PDF that’s going to be used for submission, but now we’ve got a assigned task. It’s assigned to me. I’m playing the persona of the manager. And this is where you can do a lot of cool things in Workflow. I won’t go into a great amount of detail, but there’s permissions on how you can delegate this to another person or share it with another person, deadlines and priorities that you can assign to this, even being able to attach files. So if you needed to attach an Excel spreadsheet to facilitate the approval of your documents, you can attach those as payload to the Workflow. And then if you choose, you can even provide a map for your users to see where it is in the process. So that kind of like a Google Maps when it’s routing directions where you are in the overall process that has the ability to do that. So he’s going to review this. He’s going to say, oh, you know, I’m going to change the date there and get it back over here.

I think there might be another date I need to change those showing. And now you can submit this. You can change those buttons to actually say approve. So it’s more friendly to the business users. And this screen is optional as well, but you can have them add comments to the submission for it. But in this case, we’re just going to send it on and let it go. And it’s going to go over to ÃÛ¶¹ÊÓƵ Sign. So momentarily, I should be able to, I should receive an email in my inbox. I’ve got that over my other screen. And the email is going to be from ÃÛ¶¹ÊÓƵ Sign. So you’re going to be familiar with how ÃÛ¶¹ÊÓƵ Sign works. And there it is. Bring it over to you guys. There it is. So this is ÃÛ¶¹ÊÓƵ Sign. And what you’re going to see is that form that I had in Cloud Designer. So it’s not going to be anything that you’re unfamiliar with. It’s going to be that customer communication. It has my name, of course, that’s what I filled out in the form. It’s got our partner watermark that says we can’t really use it in production. And then it’s going to have the signature. I just left the default signature, but in the template itself, you can put certain tags so that you can fit this into a nice box and put the signatures where you want it to go. And of course, this can workflow to multiple people. That’s all built into the product. For a demo, just take one signature, and we’re going to complete this guy.

And that basically completes our demo. If you guys never used ÃÛ¶¹ÊÓƵ Sign before, they send you a completed, any participants in the workflow, it’ll send you a completed version of that document so you have that for your records. All right, so I think I’m just a few minutes over, but I think we kind of had that buffer in there. Arun, Melissa, Hugh, anybody else want to add anything or otherwise we can kind of move on to the next section. Should we take some questions, Arun? Yes, please. Based on the demo? Yeah. Yeah. So Melissa, how do people, how do we manage the questions? You can have it on the chat or Q&A part, or you can come off mute and ask a question. Okay, so they’re not disabled.

Forms are exciting, I know. Everybody’s got lots of questions about it, I’m sure.

Yeah, feel free to drop your questions on the chat. Someone just dropped a question. It says, can you show an example of how you can use the form to add additional fields? Can you show an example of adding a conditional field? Yeah, so that’s, I think what you mean is the adding the rules into a form so that you can either show a field or not show a field. Let me get over there to it. Let’s see.

I think I have it here. I just hate to bounce around windows with you guys. Sorry about that. Let’s go ahead and get into it.

So this is, so that was AEM that you just saw me navigating through, and that has a folder structure, and your business users can have access to that. And of course, there’s a lot of, I have admin privileges, so you can give them access to the folders that you need and only the things that they’re allowed to access. And even in the template itself, there’s policies on what components they might be able to add to the form. With every field, in fact, it’s probably best to show you this one. With every field, you’ve got this little gavel, which is called the edit rules. And the rules are gonna be where you execute the different business things that you need to accomplish in the form, such as hiding and showing a field. There’s my timer saying I’m done. This is where you do that. And this can be a drag and drop exercise. So if you wanted to go create a new box, it’s gonna ask you, hey, this is selection box. You want to check out what it wants to do. Actually, let me just open up one of the ones that we had there.

So whenever you do it, it can tell you what you want. You want to show this field, hide this field, enable this field. So these are all the things that you can do. You can even invoke a service to go get some data from a backend REST service or something like that. But all we did in this one, you can see I’m showing or hiding this field based on whether it’s selected or not. So in this case, if the benefit selection checkbox has been selected, then I’m gonna show this. Otherwise, it hides that field. So those are a way that you can go implement rules and you can see you can have multiple rules and they’ll be executed in order of that. Okay, let’s see, how do we use these crazy enrollment forms that ties into the shopping experience? So this form that I created can be hosted on your website. I know it did it as an individual experience, but the same capabilities and form objects that I have in this site can be embedded into your website experience. So if you lead them down a path to where this form shows up, it’s gonna be able to save that form and they can come back to it, assuming that you have some sort of way of authenticating them. So there’s a lot of different ways that you can build it into the shopping experience, kind of depends on what your experience is.

Let’s see, branding. So yes, there is a template that is behind this. There’s actually a couple of different ways that you do this. A template can define a lot of the permissions, but it can also go into the theme and styling. So you’ve got a different mechanisms and they’re kind of packaged up for expertise. So if you have a branding expertise, and I see AI in a room, maybe you can tell me better, but I can see the AI assistant going and saying, here, I’m gonna give you my branding and styling guidelines. And at some point that being able to be implemented in a style sheet or something like that, I’m not saying it’s in there today, Arun, but I see that’s where AI is gonna help out quite a bit to get you faster in the market with your branding needs.

Yes, yeah, that’s how it will evolve. But also like today, we have a theme editor. You can have brand approved themes that can be applied to forms. Even in the Gen AI case, as Charles showed, you’re able to pick a template and theme to apply to the form so that it’s on brand and follows brand guidelines. When you are composing a form within the site’s editor, in that case, you’re going to inherit the CSS styling that has been set for the site’s page because the same components, all the components are present within the same editor. You’re dragging and dropping your site’s page components as well as the form components from the same panel. So there are multiple ways depending on whether it’s a marketing form or a business unit form that you’re creating separately in the adaptive form editor. In both cases, there are ways to style it and make them and keep them on brand. So there are different constructs available for you. And like Charles said, we’ll be able to apply Gen AI in future to match the styling automatically. Let’s say you’re dragging and dropping a form onto a page. It can then automatically inherit that styling even if you are not editing it within the site’s editor. Yeah, and I got a question about the simplicity of this form. Of course, it’s simple for a demo, but we’ve implemented some super complex forms that have 10 or more sections and lots of different things. And I think the biggest thing to note about those types of forms is the user experience. So at that point, when it becomes complex, making sure that you have your rules down and making sure that it still appears to be easy by the users, and that’s time and you guys investing the time to investigate what is going to be the best user experience. The technology is there for you guys to do it and also make the forms performant, right? So they are easily being navigated and you don’t have this wait for the next page sort of experience. So we’ve implemented quite a few very complicated forms that have lots of tabs that you need to navigate and you don’t want to show it all at the same time. You want to kind of do this progressive disclosure of where you are in the form. Maybe save your spot, come back to it and do those sorts of things. And you can build logic as Charles has been showing you in the form. You can also build logic into the workflow as well. So the combination of those two things helps deal with complexity. There’s also things like multi-language support, obviously, but also you can insert things into the form based on what the user is and how the user is responding. So we’ve done things with charts and graphs and calculations and things like that. So as Charles was saying, some very, very complex things can be accommodated. It’s really hard in a demo like this because how much below the waterline do you really show? I mean, hand on heart, we would absolutely say this is not a platform to necessarily deal only with simple stuff. This is the bread and butter here is dealing with the complexities of both complex forms as well as complex organizations and the needs of different constituents in your organizations. Yeah, and one thing I would add is we have a lot of constructs like fragments. So you can have form fragments that are reused across multiple forms. Maybe you have an address block or a personal detail block or a clause that you want to reuse across multiple forms. You can author it once and any changes that you make to these fragments are reflected in all the forms that are published. So there’s a lot of reuse that leads to efficiencies. We have the support for versioning these forms. So you can have for audit purposes or if you want to restore to a previous version, you’ll have labels that you can attach to each version so that you can track changes and revert back to an original form if you want to. So anything that you need in an enterprise context, as you said, this is not just for simple forms by any means. In fact, most of our use cases, most of our customers are using it for very complex forms today. Multiple pages, in some cases, thousand plus fields. Those are not very common, but we have… So that and also the fact that it is an end-to-end solution. You have workflows for post-commission processing. You have ways to create forms for multiple channels. We have what we call headless adaptive forms that lets you serve these forms from a single source of growth across multiple channels, whether it’s a React app or web or a mobile app or even a conversation. So I’m going to highlight shortly one of our capabilities where you’re able to surface these forms and serve these forms to your users as conversations. So yeah, a lot to cover in terms of your use cases and the different customer scenarios that you might encounter. I think the product has you covered there. Yeah, let me answer one of the questions. I think there’s another question localization, Arun. So maybe you can talk about that. But the question came in on the automated forms conversion service and its ability to convert large forms. So ÃÛ¶¹ÊÓƵ can close their ears. We’re an implementer, right? We have customers, ÃÛ¶¹ÊÓƵ customers, and they want us to go do this and why not use the forms conversion service? So I’m like you, I’ve used some of the past ways to do it and it didn’t help a whole lot. I can tell you that personally, I’ve been super excited working with Arun the last couple of months on this because the form conversion service is the real deal. And what I mean by that, it’s grown by leaps and bounds. Is it going to get you where you want to go? It’s not going to get you there right away. But what I think that I saw is that, actually what I know I saw, because I did a complex form, is that it’s not trying to nail down the look and feel as much as getting the content into the converted form, which I thought was really good. And so all of it was relevant that was coming in. It didn’t look too scattered. And depending on how the form is formatted, it even brought in some sections in there, which was kind of a big deal to have the sections and the form fields in those sections. So it’s still, there’s always going to be room to improve on that, but I will tell you that I was pleasantly surprised in actually considering, my gosh, we could use that in this, which is kind of a big thing for me because we have to go to customers and actually try to use it and tell them, rather than just going and creating the form ourselves in the background and say it was converted, which is not really what we can do. So I was pleasantly surprised. I think this convergence of AI and the leaps and bounds that we’re seeing with these tools, you’re going to see some exponential improvement in that tool over time. Yeah, and let me just build on Charles, sorry Arun, but just to build on Charles’s point, from an implementation standpoint, it’s all about the process that you established to deal with that conversion, right? So you’re going to take whatever thousands or hundreds of numbers of forms, and you’re going to put them through this conversion process but we’ve established a process where we have forms designers and others that will then go in and QAH form to make sure that we address issues of styling or if there’s other issues that we address those issues. To Charles’s point, don’t go in with the expectation that you’re going to get it 100%, but set up the right process to go through it. And to Arun’s point in the chat, it saves a significant amount of time and effort to get you going. Arun, sorry.

Yeah, I think it has been improved to handle larger forms, but again, the idea is to continue in the editor if you need to make changes. And then also, with Gen AI, we’re also introducing new entry points into creation, right? So you can start with a prompt. So the overall process of modernizing a form and creating a form is definitely getting improved with every release that we do, right? So I’ll definitely stay tuned on that one. And with that, I think maybe let’s jump to the next section of the presentation where I want to share the overall vision of the product and also some roadmap and also show you, Melissa, if you can bring back the presentation.

So quickly summarizing what we saw, right? I mean, we saw an end-to-end experience, that solution that lets you automate business processes, that lets you integrate with sign, that lets you serve both the marketing and business unit type of forms, create them, keep them on brand so that you have an engaging user experience. And that’s the segue into my slide here. So we are not about just forms, right? We are about helping customers build enrollment experiences that are on brand. So definitely not a form. It is more of an experience. The fact that we’re part of the part of AEM and integrated into AEM sites, that makes it very easy for you to turn these forms into experiences already. What makes it even more interesting is our integrations with ÃÛ¶¹ÊÓƵ Experience Cloud and the roadmap that we have with them, with the Experience Cloud, makes it possible for you to turn these experiences into journeys. And what I mean by that is you have maybe a user at the initial stage of their life cycle as a customer, you need to serve them some kind of a lead gen form and then they’re interested in signing up, then an enrollment form comes in or an enrollment experience comes in and then at some point they have to maybe submit a claim or upgrade to another plan. So we are able to serve the user a personalized experience at every touch point and every point in their journey. So that is the vision of the product to help you go from forms to experiences to journeys with the power of AEM sites and Experience Cloud. So I’ll highlight quickly in addition to what you saw, next slide, some of the innovations we have done recently. So one thing cool is we have launched Edge Delivery Services which again makes the end user experience more performant by delivering these forms with perfect core web vitals, including the sites pages that they’re included in, embedded in, everything, the whole experiences can be delivered with perfect core web vitals and that leads to higher user engagement. And another thing that it has done is also introduced new ways of authoring forms, right? Which is not covered here, but we’ll share documentation. You can actually author a form, a simple form, simple marketing forms in addition to the Visiglic editors that we have, like the adaptive form editor and going forward the universal editor. You can also have simple forms created in Excel and represented in Excel and included in a Word doc, which is representing the site space and publish that, have that published to the Edge for a performant experience. So again, we’re constantly looking to address scenarios, democratize content and form creation in multiple ways. The other one I want to highlight is headless adaptive forms which is going to let you build omni-channel forms from a single source of growth that can be served across channels to users and meet them where they are. And we keep on adding new connectors that are out of the box to help you integrate with other systems like OneDrive, Automate, Power Automate, Salesforce, Workfront. This is an ever growing library of connectors. Next slide.

Now we have some exciting innovations that are already in early access. So you can have these enabled and participate in these innovations as a beta participant. Gen AI assistant that you saw in Charles’s demo is already in early access. We have a Marketo connector. If you have Marketo forms that you want to import into AM forms, we allow that now. Conversational forms, we have customers who are live with WhatsApp based forms, which means the end user is actually filling the form as a WhatsApp conversation. So there are countries already where WhatsApp for business is very popular. And I think there was a point around localization earlier. So we are able to, we support many languages. You can translate to out of the box. So that addresses that multi-region thing as well. And this is what we have been doing and what is currently available as Vera. Now let me show you the roadmap. So if you can go to the next slide. So what’s coming next, one of the key things that we want to do is also help you with conversion rates. So Melissa talked about in the beginning, we are investing in what we call experience success. And what that means is we will find ways to auto optimize your forms for conversion. So if a form is seeing abandonment or the page itself is seeing a lot of bounce off rates, we are investing in technology and techniques that will help you increase user engagement, increase conversions and also drive that form submission rate higher. So that is a big focus for us so that we are not just helping you with creation of these forms in an easy way, but also helping you with once the forms are published, once the user is engaging with them, how can we make sure that they are performant and it’s leading to the conversion and the ROI that you’re looking for. There’s other things we’ll be distributing some of these details, but I want to quickly leave you with a demo of the conversational forms. So Jenny, you already saw, so we can skip this one.

But the one I want to highlight quickly is, again, continuing the theme of increasing and improving the end user experience, we want to make sure that you’re able to serve a more engaging experience to a user. So you can actually integrate the existing chatbots or you can have a multimodal form that allows the user to scale the form as a conversation as well. So it’s part of the form runtime. You can click on a chat icon next to the form. And actually here you’ll see the user trying to sign up for a weekend vacation, just by filling this conversation.

So instead of filling a form on web, they’re engaging in a simple conversation. They provide all the information that they need to fill in, including their email address, basic credentials. And as you can see, all of this is getting served from the same form definition that is created in the editor, right? It’s basically just walking through the same form definition and the fields. And once it is done, they’ll still have the option of reviewing this, right? So they can click on the preview and still be shown the web view. We are working on a version of this where the web view will be shown next to the conversation. So they can constantly monitor what is being filled as they are typing the prompts and engaging in that conversation. So again, multiple ways of authoring, depending on your situation and the use case, and multiple ways of serving the form so that you can meet the user where they are to drive that conversion higher. I think that is the key takeaway here, right? We are able to address multiple different types of forms from simple to complex, from marketing to business unit. We are able to meet the user where they are and also help keep these and make these experiences not just on brand, but also performant so that that conversion rate keeps on going higher. Okay, with that, we can go back to any other questions that you have, but I think Melissa, you have some information to share.

Yes, thank you everyone for joining. Hope everyone is exciting as we are about the demo that Charles showed and all of these latest innovations that everyone showed. Here is our contact information from the ÃÛ¶¹ÊÓƵ team from Source 360. I’ll leave those in the chat as well. And please join us at summit. Here we’re leaving the QR code. Feel free to scan it and to explore through the AM forms sessions.