 Awesome. So welcome everybody. For this session we called it, So You Want to Be a Drupal Rock Star. We're not going to talk like techy stuff. What we really want to talk about is customer experience and how these people on stage here that are sitting really close together so they don't fall off the stage have transformed their organization and transformed the way that their customers, whether they're internal or external interface with their brand, with their processes and such. So I want to introduce everybody and I have to look at my little notes that I took here. So we'll start with Sabu at the end. I'm going to try and say your last name. Haraharan. All right, we'll get it. All right, so Sabu is a project lead and architect at Princess at Sea, which is a Princess Cruises guest portal on their ships. He also oversees the architecture of new crew applications supporting food and beverage services like the room service and kitchen management systems. Next we have David Belades. Lead product development for Comcast Connected Health for better of two decades. Now helping businesses or he's been helping businesses like publishing, media and now the health industry make a transition to digital product development and delivery. Welcome David. Next we have Kyle Frost. Kyle has jetted in from halfway around the world from Australia. Works for a company called Flight Center Travel Group, which is not a big name that I hadn't heard of it, but man this company is 18 billion dollar company managing 40 brands around the world. So this is not an insignificant little company and a name that you may know here is Liberty Travel. So welcome Kyle. Then we have Brandon. Brandon is a web marketing director at Visit Baltimore. So part of the reason we're all here today is because of Brandon. Thank you Brandon. So he's responsible for the Baltimore.org website and everything connected to it, including the creation of content and the pages and updating the imagery and all that jazz. And then lastly we have Lisa. Lisa's director of administration for Page, Wolfberg and Worth, also known as PWW. And she's going to tell us about their firm. They have a unique business that has to do with EMS law and training and everything that goes on with that. And so welcome everybody and let's give our rock stars a huge applause. Cool. I lost my cool rock star thing here. Dang. That's so important, right? It keeps us in the mood. All right. Let's start by introducing your organization, right? I want to let everyone know just sort of what your company does and who your customers are, who is it that you are thinking about when you are designing your digital experience. So we have one microphone unfortunately, so we have to kind of like play past the mic. But why don't we start with Cebu? Can you hear me? Okay. So hi everyone. I work for Princess Cruises as he introduced. And we have 18 crew ships and we are serving 1.7 million passengers. So what we do for Princess, what I do for Princess and my team here, so we build the customer portal for all the guests traveling with us as well as the crew applications to support the customers. So we build the application mainly for our guests and then partially our main objective is also to make an application which works for the crew to support the guest. What we do in a variety of ways, right from the guest personal devices to digital signages, printed newsletters, as well as their room service, in every interaction they have, Drupal plays a role and our application plays a role. It's a suite of applications that we work with. The customers being using the applications is the major goal for us. And the next part is helping the crew members use this application and promote us with the customers. That's the only way we can succeed. And so we have breakfast ordering through our application. And there are crew application that helps delivery of breakfast. So we in fact do 400 to 500 breakfast in the morning every day. So such things of applications that we help, we have operational supporting tools that we support. So we think the crew members, the shipboard management who we need to support so that they can help the customer have a better cruise experience, a travel experience. So those are our customers. Great, thanks. David? Thank you. Hi, my name is David Belade. I work for Comcast. Perhaps some of you have heard of Comcast. We're a small media technology telecommunications company. We do about $60 billion a year in business. And I work for a very small team called Strategic Development. And our focus in Strategic Development is to act as sort of a skunk works or an incubator for new business ideas for Comcast. And right now the team that I'm on, we're working on seeing how we can leverage our core assets, technology, internet and information to help hospitals and insurers provide services to people in their home to extend what they call the continuum of care from hospital to home. So, yep, my name is Kyle. I think Steve, you did a good introduction to what Flight Centre Travel Group is, but I'll continue to talk about what I do. So, I guess I manage about up to 90 websites across the globe at the moment. We've got 40 brands. The way that we work is that our 40 brands all have a different customer experience across each of the brands. So that makes things, reusing things across different sites quite hard, especially from a usability point of thing. My job has been to basically build a platform for each of these brands to leverage as much as possible their products and information and forms and all that type of stuff to a point where they can customize it. So, I have about 40 Drupal devs at the moment because of that high lack of governance across the brands and the way that they work. So each side has their own team and each team has their own developer. So it's been a challenge. But what we do is we work with a whole bunch of different levels of customers. So we've got the end user customer who interacts with the sites, makes inquiries around travel and does their booking. We have our internal sites builders we call them, not the actual site developers, the site builders, people who build out the campaign pages and all the tools that you use Drupal. We have our consultants, so they're the people who receive the inquiries from the websites. And then we've got our marketing team. So I've got multiple customers that I need to make happy and it's a bit of fun. But yeah, that's me. And as Stephen said, I work for this Baltimore. We are the official convention visitors bureau for the city of Baltimore. Our job is to bring leisure travelers to Baltimore and to bring meetings and conventions into this facility here. So we serve a dual purpose. We have a meetings and conventions side that deals with meeting planners. So they come to our site to get information on the facilities and all the members. We have 750 members that are a part of the Visit Baltimore network, comprised of hotels and restaurants and all these small little retail establishments in Baltimore. So every member has a presence on our website. They have profile pages which need to be updated and maintained. A lot of imagery, a lot of video clips that get put up under the site. So the Drupal platform really helps us to manage all that. I'm Lisa with Page Wolfberg & Worth. We're the National Emergency Medical Service law firm. We have two sister companies, PWW Media and NAC, the National Academy of Ambulance Coding Inc. Our websites are all built on Drupal. It started with an e-commerce issue that we needed to address with our registration. We run a number of conferences and products initially through the law firm, and now they've been broken out through PWW Media. And through NAC, we are an education company where we provide online and live trainings and an LMS service and as director of administration, unfortunately, IT falls under that. And anything that nobody else wants to do, so I get to do the IT part of it as well. Nice. Why don't you hold on for that. So I'd like to start off by thinking back at what the pain points or the struggles, the challenges that you had sort of pre-Drupal. Like what were the things that really got things moving and got the gears turning on we need to make something happen here? Who wants to start with that? The pain points of our old website. When I first got the visit of Baltimore about five years ago, I was dealing with a six-year-old website that was built on a small proprietary CMS. When I first started there, my job was to start an RFP, find an agency to help us redo our website. That whole process got pushed ahead. One day, I received a call from the local division of the FBI. Apparently, our website was blasting out so much spam and affecting so many computers that the FBI called me and said, hey, if you don't shut your website down, we're going to have some serious issues. So the Miles team was able to help us eliminate a lot of those issues until we were able to get to a point to rebuild the website. The website build was actually pushed forward because of this issue. It got to a point where we tried to fix these issues or we shut down the website. The team that we partnered with was really able to help us get off the ground. But it was an old CMS. It was very convoluted, very hard to work with, and the site in general was just very unsecure as I pointed out there. Yeah, we had an interesting piece of machinery before Drupal come along. So we had some magical IBM Wicom CMS that integrated with some custom crazy Java back-end. The idea of that architecture was around not giving developers any power to help make decisions for the customers. It was all just focused around just rendering content on the page, lack of touch. It's supposed to be just for the business to get in there and they can play around and put all these little queries. That was the dream that was sold. What happened was as soon as the business required a pivot in their customer experience, it required months and months of work on the back-end to actually get that out. At the time, it did get there. They didn't even realize they requested that. One of the pain-pointing is that was the lead time was a big issue. I think that's probably one of the things that was overlooked at Flight Centre Travel Group is the amount of time it takes from an idea, whether it was good or bad, most of them are bad, to actually going up to the customer and actually validating that. So with that, the way that was also built was quite uninspiring. So if you were a developer and Flight Centre is all about this brightness of future and they got to look after your people and then you throw them this thing, we had a very big turnover rate. So that's where we went to look for something a little bit more fun, a little bit more inspiring, a little bit more touchy-feely, I guess, because this was just a JavaScript run engine that the business had to play with. They had no idea what they were doing, so it was bloody horrible. So I was glad to get off it. So touchy-feely was one of your requirements. At least they had a system. Our problem was we didn't have a system at all. You had no systems. So if you think about a cruise ship, it is completely disconnected from a real world. When we call a cloud, there's no cloud. The moment people come on board the ship, they set aside the forms. That's how the nature was. You don't want to rack up too much of a data chart that happens a lot. So that's one part of the story, but there's a learned expectation that we all use our mobiles for our day-to-day activities. We engage with every customer or every company through a mobile phone. That expectation is carried over when you walk in the cruise ship as well. So we, as a company, had to provide a digital experience for the customer and in turn, invest on that so that we'll get a lot more data. We didn't have much data. And there are multiple reasons for doing this as well. A lot of the processes are very manual. Still are manual. As I said earlier, you need to request for a breakfast. You need to fill out a form and then leave it out in the door hanger outside. There will be people walking around the ship. They're called the runners who pick these cards, 400, 500 of them, manually sorted before that happens. The last one happens around three in the morning, so you could order that. And then they manually sorted by different times, different decks, and then prepare everything and start delivering by six in the morning. The moment we brought in a digital platform in, they saved 90 minutes of process time, which means that was among 15 people. That was just one thing. So we had a huge opportunity when we started having digital platform on board. The pain, the challenges we faced was the disconnected environment. So we had 16 or 18 different cruise ships. Each ship was its own data center. So we couldn't run one site on the cloud and source it to the ship because there is no internet connection. So each ship had to run its own production environment for that guest. So we have 18. All the problems that we face is 18 times the problem. And to deploy to the ship, to give updates. In fact, we have a system now. I'm very glad that we have a system. We release to the ships at least twice a week. And we also have built automatic rollback. So if something goes wrong, it rolls back because remote maintenance is very difficult in a ship environment. So we had so much challenges with that. And Drupal played a huge role, because Drupal is the core CMS providing data. And then, so overall, I think we have expanded. Drupal is one part, but we do other applications. So applications, too, to help this entire process. But we are on the wave of this digital transformation. So what we say is we are trying to innovate on vacation, to give a better experience for the passenger, getting more personalized. So that's all happening. Another wave is happening from this November, where we are bringing in a lot more devices and machine learning, real-time decision-making on board the ship, which is much more enhanced experience. This was showcased in CES in 2017, in January. And we are going to launch in November. That's pretty interesting. You can see it in YouTube. It's a lot more involved. And Drupal is also playing a key role there. Well, I think I got a little lucky. We weren't trying to solve an emerging problem. We didn't have an emergency. We didn't have an existing site. What we had was an idea that if we could deliver a high-quality video, educational video, and interactions into the home in support of pre-op, post-op conditions, then we'd be able to help hospitals and insurers help their customers. What we had was the need for the ability to rapidly publish sites, manage a multitude of brands and sub-brands, need the ability to manage content centrally and then publish out to different endpoints. We deliver the experience over several set-top box devices, smart TVs, personal mobile phones, tablets, as well as a responsive website. And what we wanted to do is we wanted to be able to create an environment that was more self-service. So through leveraging Site Factory and Content Hub, by Acquia, we were able to set up an environment where relatively quickly in a matter of a day or two, we can stand up a whole new instance. And I can connect that instance to several other features as well as the content itself, and then deliver that content anytime, anywhere. And that's sort of the problem we were trying to solve. How could we create an environment where we could enable our customers to be more self-service? So we've connected that to several other interesting pieces. We also deliver what we call virtual interaction, which is really just a WebRTC-based virtual chat for groups. So clinicians and care managers connect with patients in their homes or on their mobile devices. And again, when we look at a large insurer, they have multiple sub-brands, each needing both localized content for the brand, as well as their own branding. And using Drupal in this way, it allowed us to quickly spin up and connect a lot of sites and manage information centrally and add on. It allows us to bolt on a lot of capability. We had a proprietary website, a .com website, and we had a need to get our conference registration up and running, and our developers were in California three hours behind us, and were unable to accommodate us, and we had a very short timeline, six weeks to get the conference registration up and running. So basically we split out our e-commerce from the law firm website because everything, all the credit cards were going to be run through the same thing, all the registration website in Drupal used DropForge Labs to do all the work for us, and it led into three additional websites that we worked on with them to address some of our other business issues. So obviously you turned to Drupal as the solution of choice. If you could summarize what was the core reason for using Drupal. That's what they told me to do. You must have a great partner. For us, we were actually in the middle of an RFP, so we looked at a couple of other agencies, smaller agencies, larger agencies, and the team at Miles was able to offer us a solution that was really visually appealing, that allowed me the flexibility to go in and do what I needed to do. We were kind of in a different situation. I asked them to build the template, and then I went and built out all the other pages. We had a really limited budget, and if I would have had them do all the work, it would have been too much for us to handle. So they were very flexible. They helped me get up and running, and it just, you know, flexibility, security, because that was the biggest issue for us at the time, having a secure website that wasn't broadcasting spam all over the place. So, yeah. Cool. The one big thing, well, besides it being free, our idea, the biggest selling point was when we actually showed a demo to our internal stakeholders or our internal users around how a content management system could actually work and how they could build out their pages and all that type of stuff, and then it just drove itself from there. So once they saw it and compared it to what they have, they just went, yep, we'll have one, please. That was it. We'll take two. That's pretty straightforward. You know, it's funny, I think we'd all say, you know, I had limited time, right? I had a limited budget, but I guess all of that's really relative, right? Probably not so limited to some other folks, but the Drupal framework itself allowed us to speed up development rapidly and allowed us, again, to be able to create more of a self-service scenario in multiple underlying sites much more rapidly than having to roll any of that stuff ourselves and the tech team. You know, on top of that, I've been fortunate enough to be working with Drupal now for nearly 10 years. So I had a lot of experience with Drupal itself, made it a natural fit, because the rest of the health platform itself was loosely coupled technology pieces through APIs. And so, you know, I have a video management system that does transcoding and storage and playback. And, you know, I feed data from that directly into Drupal, and then I feed the data out of Drupal to, you know, multiple other endpoints. So it made it a very logical solution for us. Again, it's a solid framework. You know, we have a lot of role-based and brand-based privileges or permissioning or provisioning, however you classify it. So again, instead of having to, you know, build all of that kind of capability from the ground up, we were able to leverage a lot of what Drupal has in place today, especially when we look at, you know, we deliver, you know, video-based content along with, you know, assessments. You know, watch this information and answer these questions. It allows us to easily package content into digestible chunks and aggregate those chunks based on, you know, metadata that's associated with it or the content that unilies it. And again, Drupal gave us a lot of flexibility in being able to do that. I mean, I totally agree with what all of this said. On top of it, it's the speed to market because what we use Drupal is not just as a content management system. It's essentially is driving three things for us. One is content, of course multilingual content. That's another advantage on Drupal, how good multilingual is, and it can make it. It's a little difficult, but it can be done. We currently support nine languages on board the ship. So to give that information for the guest for that day in their native language needed a lot of flexibility for us to push the limit of a proprietary CMS or any other application could do. And Drupal was able to do that and help us do that. So that's one thing, that's speed to market. Second aspect that we do is communication. So when we had to create a social network on board the ship so that the passengers could chat with their fellow beings, like fellow friends or their roommates, families. So we had to create something that could work in a web environment. And Drupal, even though it's a CMS but had the community had modules like private messaging. So we could start, we could get a head start and people have done similar things using Drupal. So we were using Drupal to create that chat. It still works that way. I'm not saying it's the best chat ever, but it does the job for us. It helped us build that. So entire translation for us was done in two months on development time. The messaging was again done in two to two and a half months development time to integrate that. So those are two major sections where the content and communication. Third thing came commerce. Our initial goal was not to sell services or anything to the passenger. But when it came to a situation where we had 50% of passengers using our application, they were very comfortable with using our platform. And the need came to be for them to get more services like booking show excursions or reserving the table for restaurants or the room service. Drupal still had some solution that we could start with. And that's the flexibility that the speed that we could deliver something at least as a beta for the passenger to test and improve upon. I think that's what made Drupal work for us. Nice. What really is amazing to me is that this is one platform being used in so variety of ways, a very versatile tool that you guys are using. So a few of you have mentioned that you're working with partners. Who's using partners? Guys, they're all using partners. Are any of your partners in the audience here? Yeah, why don't you point them out? Go ahead. DropForge Labs, Andrew, Chris and Andrew. Nice. Hey, guys. Good job. Miles Media team right there. Miles Media, hey, guys. Anyone else in the audience? Aquia. Aquia. Mainly Lingo Tech. Lingo Tech. Nice. Is anyone from Sirigen here? No. No Sirigen. Nice. All right. So now we're getting to the last question and then we can take some audience questions and answers. The last question is, who's your favorite rock star? Born in the USA, Bruce. Dave Grohl. Two fighters. Two fighters. Times two. Led Zeppelin. Yeah. For me, it's Megadeth. Megadeth. Dave Mustin. Nice. I'm Eddie Van Halen. He's awesome. Does anyone have any questions for our rock stars here? Please just come on up. They're a friendly bunch. Maybe we covered everything. All right. Well, thank you all for coming today. I really appreciate it. And thanks again for you guys for joining us on this panel. And I hope you guys enjoy the rest of the DrupalCon. All right. Thanks.