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Acquia and Drupal helped save Cisco $400 million USD

At Acquia Engage, our annual customer and partner conference held last week, Cisco's Jamal Haider spoke about the tremendous savings ($400 million USD!) that came from building its support community on the Acquia Platform and Drupal. The company transformed its support organization into a valuable self-service portal for customers, leading to a 77% deflection rate for customer service calls.

Using Cisco's support community, customers can access detailed, multilingual technical information on all of the company's products and services, including advice from experts, events, documents and videos. The site boasts more than 38 million visits a year and 600,000 active users. It is faster, more flexible and more user-friendly than ever before. In addition to massive cost savings, Haider cites Drupal's feature velocity as a main reason for the company's move away from Jive.

Check out Network World's detailed article on Cisco's experience.

Cisco support community

Announcing Acquia Content Hub

The explosion of content continues to grow. With more and more organizations managing multiple sites and digital channels, the distribution of content is increasingly difficult to manage. Content can easily become siloed in different sites or platforms. Different data models make it challenging to access, update, and replicate content changes across your sites.

Today, we're excited to announce Acquia Content Hub, a cloud-based content distribution and discovery service. Content Hub serves as a central content repository or hub that allows for bidirectional distribution of content between different platforms. Content Hub lets authors and site owners reuse content from other sites, commerce platforms, and more. To facilitate sharing between all these different systems, we normalize the content, and provide centralized tools to search and discover content within your network of sites. In addition, Content Hub can automatically keep content consistent across different sites (publish-subscribe), mitigating the risk of out of date information, all while respecting workflow rules on the local destination site.

I'm excited about the launch of Content Hub because I believe it will become a critical building block for creating digital experiences that are smart, personal, contextual, predictive, and continuous across digital touch-points in our lives (see Big Reverse of the Web). It's an ambitious vision that will require organizations to better leverage all of their content and data. This means that eventually all data has to get linked: from textual, audio and video data, to customer information and customer support data, to sensory and contextual customer information. To process that amount of data, we will have to build smart systems on top of it to create better digital experiences for the customer. Last year we launched Acquia Lift, and now 12 months later we're launching Content Hub -- both are important steps towards that vision.

WPP-Acquia Alliance: a milestone for Drupal

Today Acquia announces the WPP-Acquia Alliance, a global partnership with the world's largest communications services company. This isn't just a milestone for Acquia -- I believe it to be significant for the Drupal community as well so let me tell you a bit more about it.

WPP is a marketing company. A very, very large marketing company. With more than 188,000 people in 112 countries, WPP's billings are nearly $76 billion USD and its revenues approach $19 billion USD.

The reason that the WPP-Acquia Alliance is interesting for Drupal, is because WPP's primary client is the Chief Marketing Officer (CMO). The influence of the CMO has been on the rise; their responsibility has evolved from "the one responsible for advertising" to having a critical role in designing the customer experience across all the customer touchpoints (including the websites). The CMO often has a deep understanding of how to use technology to deliver an integrated, system-wide customer experience. This is one of Drupal's strengths, and bringing organizations like WPP into the Drupal fold will help bring Drupal into the office of the CMO, grow the adoption of Drupal, and expands the opportunity for everyone in our community. If you believe, as I do, that the CMO is important, then I can't think of a better company to work with than WPP.

WPP will connect its Drupal developers from several agencies under one umbrella, creating a Drupal center of excellence, and the world's largest Acquia-certified Drupal practice. Globant, Hogarth, Mirum, Possible, Rockfish, VML and Wunderman are some of the agencies who'll be contributing to the WPP-Acquia Alliance, and building innovative Drupal applications for global clients. Acquia will provide WPP its open cloud platform, solutions for multi-site management, personalization tools, and more.

Reaching the next billion with Drupal

I feel lucky to be a part of creating and building Drupal. According to BuiltWith, Drupal powers 2.8% of websites in the top 1 million. That translates to 1 out of 35 websites. I've been thinking about what that means in terms of real impact: if any of the 3.2 billion internet users today have visited 35 or more of the top 1 million websites, they've "used" Drupal. I imagine most active internet users have visited more than 35 websites, and as such, Drupal must have "reached" almost everyone on the internet. That is a pretty incredible thought.

I've heard so many amazing stories about how Drupal sites have been a part of cultural, social and political movements. One of the stories that I'll never forget is from the Egyptian uprising in 2011, when the internet shut down for days and people took to the streets in protest of the Mubarak regime. This moment showed the profound impact of the web and the injustice citizens feel when it is taken away. The Drupal site Al Jazeera was an essential news source on this uprising for the rest of the world and remained online despite traffic to its live blog spiking 2,000 percent during the crisis.

Another such story is that of the Global Disaster Preparedness Center (GDPC), whose 189 partner organizations (including the American Red Cross) needed a better way to collaborate on disaster relief issues. GDPC embraced Open Source and built a multilingual Drupal site where disaster preparedness professionals can share information and resources that otherwise wouldn't be available. Considering the recent rise in natural disasters, this information has saved lives.

These two stories show how the web has the power to change lives, fuel economies, educate the masses and make the world much smaller in the best of ways. According to Cisco, Internet traffic in 2019 will be 64 times the volume in 2005. It is expected that another 1.8 billion people could come online by the end of 2018.

Yesterday, we announced the first Drupal 8 release candidate after almost five years of hard work by thousands of people in our community. The road towards Drupal 8 has been long and hard, but I'm excited that Drupal 8 will touch the next billion people who join the internet. They are joining fast. I hope you'll share stories of the impact Drupal has made on your lives as we continue to grow.

First Drupal 8 Release Candidate available

Today, we announce Drupal 8.0.0 RC1, the first Drupal 8 release candidate. It's a very exciting milestone, and one that has taken a lot of hard work, long nights, weekends, and extreme commitment from our community. I appreciate the dedication of everyone involved, and understand what it takes to give up personal time in pursuit of building something greater. So, for that I want to thank you.

In total, Drupal 8 has had more than 3,200 contributors and 15,000 committed patches. The good news is, we've finally reached the day when Drupal 8 has hit zero release-blocking bugs and is ready for takeoff!

Historically, the adoption of Drupal has roughly doubled with each new release. We expect no different from Drupal 8, a release I believe positions Drupal most strongly for the future. We've undergone some big architectural changes to get more people using Drupal, and to prepare ourselves for the future. I can't wait to see what the community does with Drupal 8. It's time to start building!

Drupal rc1


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