Adobe Scene7 2010 Survey: Customer Experience in the New Decade

Adobe Scene7 2010 Survey: Customer Experience in the New Decade February 2010 s7marketing@adobe.com 1-877-SCENE7-0 www.scene7.com Adobe Scene7 2010 Survey: Customer Experience in the New Decade 1

Contents Executive Summary 3 Methodology and Participants 5 Survey Results—Worldwide 7 Rich Media/Merchandising Features & Effectiveness 7 Social Media-Based Features & Effectiveness 10 Mobile Features & Effectiveness 13 Personalization Features & Effectiveness 15 Combined Features—Deployed, Planned & Effective 17 Conversion Impact 28 Deployment Time Frame 28 APPENDICES 29 Survey Results—North America 29 Survey Results—EMEA 36 Survey Results—Asia-Pacific 43 Survey Results—Retail and Manufacturing Only 49 About Adobe Scene7 57 About Adobe Systems Incorporated 57 Adobe Scene7 2010 Survey: Customer Experience in the New Decade 2

Executive Summary We are pleased to present the results of the Adobe Scene7 2010 Customer Experience in the New Decade Survey. The objectives of this survey were to identify and analyze what businesses plan to do in 2010 to enhance online customer experience and drive conversions. Leading companies from all industries worldwide were asked what rich media/merchandising, social media-based, mobile, and personalization features they use or plan to use, along with their expected or actual effectiveness, and timeframes to deploy these features. The Adobe Scene7 quantitative survey received 546 responses worldwide. The top six industries for respondents represent almost 60% of the total, among these are agencies (advertising/interactive), computer hardware/services/software, media, and retail. Agencies were the highest to respond worldwide, representing about 18% of total respondents. A slightly higher number of respondents from North America were from the retail sector, while EMEA was higher by 2X in retail, and Asia-Pacific had a heavy response in Transportation Services (25%) with retail only representing 2%. A conscious effort was made this year to expand responses into Asia-Pacific. Compared with last year, participation from respondents in the Asia-Pacific region significantly increased from 4% to 31% with Japan representing 96% of these responses. Similar to last year’s survey, the annual company sales show more than half of the respondents with less than $10MM (60%) and nearly a quarter greater than $100MM (23%). Highlights from the survey include the most popular deployed features and their effectiveness, as well as business investments planned to drive conversions and enhance user experience over the next 12 months. Analysis of how much deployed tactics have impacted respondents’ conversions is also covered. Looking across all customer experience tactics and regions surveyed, social media-based features are the top deployed tactics going in to 2010, while both rich media/merchandising and social media-based features are the top planned for 2010. Importantly, the top most effective tactics are also in the rich media/merchandising and social aspects with multi-media viewing or product tours (combinations of videos, zoom imagery, spin or animation) ranking as the number one most effective feature followed by visual search, user ratings, search landing pages, product comparison and zoom. Mobile and personalization continue to be the least deployed tactics (less than 10% by all respondents), yet have the highest planned growth rates. Across the different continents, North America and EMEA both share the same deployment levels of rich media/ merchandising tactics; however, North America clearly leads the pack in deployed social media tactics. Asia-Pacific ranks significantly lower in both deployed and planned rich media/merchandising and social media-based tactics but is only slightly behind other countries in the areas of mobile and personalization. The specifics across category results are as follows: • The top five features deployed across all customer experience tactics are more heavily rooted in the social media-based category compared with last year. These include, branded social community pages, e.g., Facebook, MySpace, Twitter (33%), blogs (32%), audio (26%), RSS (25%), and dynamic displays, e.g., banner, carousel, tabbed, grid views (25%). • The top planned features for 2010 fall into the areas of social media-based and rich media/merchandising; and similar to last year’s findings, blogs and interactive catalogs are among the top five planned features. This year, however, more personalization features top the list of planned tactics, including personalization by ZIP/ Geo and personlization engines. Also, videos for merchandising, advertising, and demonstration are Adobe Scene7 2010 Survey: Customer Experience in the New Decade 3

rising in importance this year, and are now in the top five planned features for 2010. Compared with last year, respondents are planning to invest more in the areas of personalization and mobile over the next 12 months. • More than one-third of all respondents cite the most effective tactic across all features this year to be product tours or multi-media viewing which combines guided spin, zoom imagery, videos or animations with copy (36%). The other leading most effective tactics are visual filtering & advanced search on product features (size, color, price) (33%), user comments and reviews (32%), search landing pages (32%), product comparisons (28%), and zoom (28%). Compared with last year, product tours displaced zoom as the top ranked most effective feature. (Interesting to note: this result reinforces the findings in another study conducted this year entitled, “Adobe Scene7 Viewer Study: What Shoppers Want”—the first Adobe Scene7 survey addressing online shoppers’ interest in visual merchandising. This consumer-facing, quantitative study identified and analyzed eCommerce shopping features on the product page most useful for shoppers making an online purchase. The multi-media enabled viewer that incorporates all visual, rich details of the product with click-driven alternative views, interactive full-screen zoom, color options, video sets, 360-degree spin with zoom on every angle was the preferred experience across all participants.) Other effective features remaining in the top five ranking for two years running include, user rating/rankings/comments, search landing pages, and visual filtering. This year, respondents were asked how much deployed tactics have impacted their conversions; and interestingly, personalization features rank the highest in conversion impact at over 50%, whereas mobile features rank the highest in no conversion impact. All categories on average fall into the 11%-20% range of conversion impact, with rich media/merchandising features having the overall highest impact. The survey results show 75% of all respondents will be conducting customer experience projects within the coming year. Compared with last year, these projects have shifted to the latter half of 2010 and beyond. A detailed summary of these results follows, in addition to a list of the top deployed, planned, and most effective tactics by category, region, as well as specifically by retail and manufacturing industries. Adobe Scene7 2010 Survey: Customer Experience in the New Decade 4

Methodology and Participants The Adobe Scene7 2010 Customer Experience in the New Decade Survey was conducted from November 9, 2009 to January 15, 2010. The key objectives of the survey were to identify and analyze what online businesses plan to do in the next year to enhance their customer experience and drive conversions. The results were compiled based on responses from 546 companies representing a broad cross-section of product categories and selling channels. The following analysis includes data for the combined worldwide response. Separate results for North America, EMEA and Asia-Pacific can be found in the appendix. Primary Industries The top six industries for respondents represent almost 60% of the total, among these are agencies (advertising/interactive), computer hardware/services/software, media, and retail. Agencies were the highest to respond worldwide, representing about 18% of total respondents. A slightly higher number of respondents from North America were from the retail sector, while EMEA was higher by 2X in retail, and Asia-Pacific had a heavy response in transportation services (25%) with retail only representing 2%. What is your company's primary industry? )gencies 0)dver4sing5 Interac4ve9 Other Computer AardBare5 Services5 SoDBare Media Fransporta4on Services Retail Industrial Manufacturing Business Services Real Estate Consumer Products Manufacturers Photography Government/Non‐Proﬁt Aealth Care/Pharmaceu4cals Educa4on )utomo4ve Leisure Financial Services Felecommunica4ons EUuipment V Services 0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 5

Annual Sales Similar to last year’s survey, the annual company sales show more than half of the respondents with less than $10MM (60%) and greater than $100MM (23%). Of note, Asia-Pacific has more representation from enterprise companies, with more than 20% citing revenues of $100MM or higher. Compared with last year, the small business responses grew slightly, representing more than three-quarters of the responses (78%), while enterprises with more than $100MM decreased to 17% (versus 22% last year). What are your company's annual sales? 70% 60% 50% 40% 30% 20% 10% 0% Less than $10 $10 million ‐ $25 $25 million ‐ $50 $50 million ‐ More than $100 million million million $100 million million Regions Compared with last year, Asia-Pacific had significantly increased participation from 4% to 31% with Japan representing 96% of these responses. Where is your company headquartered? 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% North America Asia‐Paciﬁc Western Eastern Middle East AaBn America Europe Europe and Africa Adobe Scene7 2010 Survey: Customer Experience in the New Decade 6

Survey Results—Worldwide Rich Media/Merchandising Features & Effectiveness Which rich media/merchandising features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? The survey identifies the most popular rich media and merchandising features either deployed or planned for the coming year, along with the effectiveness of each feature. Rich Media/Merchandising Features Audio Anima>on Dynamic displays (banner, carousel, tabbed, grid views) Search landing pages Mnterac>ve catalogs & brochures Videos for merchandising, adver>sing and demonstra>on Alterna>ve images Zoom Quick looks & rollover views Color swatching/colorizing Microsites/brand bou>Pues Planned Lifestyle imagery (in room, on model) Deployed Mnterac>ve design tools Product tours (combina>ons guided spin, zoom imagery, videos or anima>ons with copy) Podcasts or live video feed Product comparisons Visual ﬁltering & advanced search on product features (size, color, price) Side by side comparisons 3‐D visualiza>on Mix and match Shop by ou8it, room or collec>on 360‐degree spin 0% 5% 10% 15% 20% 25% 30% 35% Top Deployed About one-quarter of all respondents have deployed a variety of top-ranking features, including audio, animation, dynamic displays (banner, carousel, tabbed, grid views), search landing pages, and interactive catalogs & brochures. These are followed closely by videos for merchandising, advertising & demos, alternative images, quick looks, zoom, and color swatching/colorizing. Compared with last year’s survey, audio, animation, and search landing pages remain in the top five deployed features, with dynamic displays (banner, carousel, tabbed, grid views) and interactive catalogs ranking in the top five deployed for the first time. Top deployed ratings: • Audio: 26% • Animation: 25% • Dynamic displays (banner, carousel, tabbed, grid views): 25% • Search landing pages: 22% • Interactive catalogs & brochures: 22% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 7

• Videos for merchandising, advertising and demonstration: 20% • Alternative images: 20% • Quick looks & rollover views: 18% • Zoom: 18% • Color swatching/colorizing: 18% Top Planned Almost one-third of respondents are planning to invest in the following features over the next 12 months: interactive catalogs, videos for merchandising advertising and demonstration, podcasts, product tours or multi-media viewing, 3-D visualization, 360-degree spin, animation, interactive design tools, product comparisons, and alternative imagery. Compared with last year, videos have risen in investment importance to the number two rank from the number five rank. A quarter of respondents plan to deploy videos this year, along with product tours or multi-media viewing, which also has increased in rank to number four versus last year’s ranking at 10. 360-degree spin has fallen in priority, likely due to the more immersive product tour feature. Top planned ratings: • Interactive catalogs & brochures: 30% • Videos for merchandising, advertising and demonstration: 24% • Podcasts or live video feed: 24% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 23% • 3-D visualization: 23% • 360-degree spin: 22% • Animation: 22% • Interactive design tools: 22% • Product comparisons: 21% • Alternative images: 21% Top Effective Of those respondents having deployed or planned these features, the most effective features from almost one-third of the respondents include product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy), visual filtering & advanced search on product features (size, color, price), search landing pages, product comparisons, zoom, videos for merchandising, advertising and demonstration, interactive catalogs & brochures, podcasts or live video feed, animation, and side by side comparisons. Product tours have risen to the number one ranking (36%) from ninth place last year (at 29%). Adobe Scene7 2010 Survey: Customer Experience in the New Decade 8

Comparing these results with last year’s, visual filtering, search landing pages, and zoom remain in the top five most effective features. !"#$%&'(")*&'+#$),("-",.%/0'#12','--%34#56)7%8+%/9:'#5'(;<%='+>%/0'#12'% Product tours (combina9ons guided spin, zoom imagery, videos or anima9ons with copy) Visual ﬁltering & advanced search on product features (size, color, price) Search landing pages Product comparisons Zoom Videos for merchandising, adver9sing and demonstra9on Lnterac9ve catalogs & brochures Podcasts or live video feed Anima9on Side by side comparisons 3‐D visualiza9on Microsites/brand bou9Rues Alterna9ve images Lifestyle imagery (in room, on model) Quick looks & rollover views Lnterac9ve design tools Color swatching/colorizing Dynamic displays (banner, carousel, tabbed, grid views) Audio Mix and match 360‐degree spin Shop by ou0it, room or collec9on 0% 5% 10% 15% 20% 25% 30% 35% 40% Top very effective ratings: • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 36% • Visual filtering & advanced search on product features (size, color, price): 33% • Search landing pages: 31% • Product comparisons: 28% • Zoom: 28% • Videos for merchandising, advertising and demonstration: 27% • Interactive catalogs & brochures: 27% • Podcasts or live video feed: 27% • Animation: 27% • Side by side comparisons: 26% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 9

Social Media-Based Features & Effectiveness Which social media-based features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? This year’s survey further expanded on social media-based features to identify the most popular features either deployed or planned for the coming year, along with the effectiveness of each feature. Social Media‐Based Features Branded social community pages (e.g., Facebook, MySpace, TwiXer) Blogs or micro‐blogs RSS User comments and reviews User ra=ngs & rankings Live chat/instant messaging Syndica=ng content to social and social shopping sites (e.g., Qaboodle, ThisSext, Facebook, YouTube) Collabora=ve custom product design (items, sets, ouBits, etc.) Product sharing on social networks Planned URL & Web widget viral sharing (embed on other sites, blogs, etc.) Deployed Desktop widgets User‐generated visual content (images, video, audio) Wikis Co‐shopping & browsing online with an expert or friends Enterac=ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Mashups User‐created collec=ons for sharing & purchase (e.g., ouBits, furniture) User‐designed merchandise available for purchase 0% 5% 10% 15% 20% 25% 30% 35% Top Deployed Almost one-third of all respondents have deployed branded social community pages (e.g., Facebook, MySpace, Twitter) and blogs. This is followed by RSS feeds, user comments and reviews, user ratings & ranking, live chat, and syndicated content. Comparing these results with last year’s, the top six deployed features remain the same, except this year branded social community pages were included for the first time, which is the number one deployed social tactic (33%). In North America, branded social community pages are deployed at a significantly higher rate (46%) than other social media tactics; user comments & reviews (30%) and user ratings & rankings (22%) are also more widely deployed than in other regions. By contrast in Asia-Pacific, these social features are significantly less deployed, i.e., branded social pages at 12%, RSS at 13%, and blogs at 22%. Top deployed ratings: • Branded social community pages (e.g., Facebook, MySpace, Twitter): 33% • Blogs or micro-blogs: 32% • RSS: 25% • User comments and reviews: 23% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 10

• User ratings & rankings: 17% • Live chat/instant messaging: 14% • Syndicating content to social and social shopping sites (e.g., Kaboodle, ThisNext, Facebook, YouTube): 14% • Collaborative custom product design (items, sets, outfits, etc.): 11% • Product sharing on social networks: 10% • URL & Web widget viral sharing (embed on other sites, blogs, etc.): 10% Top Planned Almost one-quarter of respondents plan to add blogs, branded social pages, user comments, reviews, ratings, and rankings. Compared with last year, RSS has fallen out of the top planned features, most likely due to higher deployment last year. Also, product sharing on social sites and user-generated visual content has risen in importance for this year’s planned investments. Top planned ratings: • Blogs or micro-blogs: 26% • Branded social community pages (e.g., Facebook, MySpace, Twitter): 24% • User comments and reviews: 24% • User ratings & rankings: 23% • Product sharing on social networks: 20% • Desktop widgets: 18% • User-generated visual content (images, video, audio): 17% • Wikis: 17% • Live chat/instant messaging: 17% • RSS: 16% Top Effective Of those respondents having deployed or planned these features, the most effective ratings are user comments & reviews, user ratings & rankings, live chat/instant messaging, collaborative custom design, and user-generated visual content. These results are consistent with the top-ranked features from last year’s survey, with the exception of collaborative custom design which has risen to the fourth-ranked most effective feature. !"#$%&'()*$%+,%-)*'./)#01)2)--'34#56%&'"7'.89)#5)*:;'<)7='./)#01)' User comments and reviews User ra4ngs & rankings Live chat/instant messaging Collabora4ve custom product design (items, sets, ouHits, etc.) User‐generated visual content (images, video, audio) RSS Branded social communitK pages (e.g., Pacebook, MKSpace, MwiWer) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Blogs or micro‐blogs Wikis Co‐shopping & browsing online with an expert or friends SKndica4ng content to social and social shopping sites (e.g., Laboodle, MhisNext, Pacebook, QouMube) Product sharing on social networks User‐created collec4ons for sharing & purchase (e.g., ouHits, furniture) User‐designed merchandise available for purchase Desktop widgets .nterac4ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Mashups 0% 5% 10% 15% 20% 25% 30% 35% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 11

Top very effective ratings: • User comments and reviews: 31% • User ratings & rankings: 26% • Live chat/instant messaging: 22% • Collaborative custom product design (items, sets, outfits, etc.): 21% • User-generated visual content (images, video, audio): 20% • RSS: 19% • Branded social community pages (e.g., Facebook, MySpace, Twitter): 19% • URL & Web widget viral sharing (embed on other sites, blogs, etc.): 19% • Blogs or micro-blogs: 18% • Co-shopping & browsing online with an expert or friends: 17% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 12

Mobile Features & Effectiveness Which mobile features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? This year’s survey also expanded mobile tactics to identify the top features either deployed or planned for the coming year, along with the effectiveness of each feature. Mobile Features Eddress book integraFon Hor mobile Check delivery status EdverFsingG promoFonsG bar‐coded coupons ‐ drive to store or Web GPS mapping/store locator Planned Deployed Check in‐store or Web product inventory Price check ‐ store to Web Mobile commerce – shop & buy on mobile device 0% 5% 10% 15% 20% 25% Top Deployed The adoption of top mobile features remains relatively low compared with other tactics surveyed—the most widely deployed feature is deployed by only 10%. Compared with last year, address book integration, check delivery status, and mobile advertising now rank as top deployed features. Mobile commerce penetration continues to be in the single digits (5%). Mobile features are slightly more deployed in EMEA, e.g., check delivery status at 15%, and GPS mapping at 15%. Interestingly, deployment of these features in Asia-Pacific is comparable to worldwide ratings with mobile commerce having a slightly higher deployment than worldwide (8% in Asia-Pacific versus 5% worldwide). Top deployed ratings: • Address book integration for mobile: 10% • Check delivery status: 10% • Advertising, promotions, bar-coded coupons—drive to store or Web: 9% • GPS mapping/store locator: 9% • Check in-store or Web product inventory: 7% • Price check—store to Web: 6% • Mobile commerce—shop & buy on mobile device: 5% Top Planned Adobe Scene7 2010 Survey: Customer Experience in the New Decade 13

About one-fifth of respondents plan to add key mobile features this year, including mobile advertising, check delivery status, mobile commerce, check in-store, and address book integration. Mobile advertising tops the list of investment priorities for 2010. Mobile priorities worldwide are similar to last year, fairly flat as an investment priority, with mobile promotions still the highest priority. Top planned ratings: • Advertising, promotions, bar-coded coupons—drive to store or Web: 23% • Check delivery status: 20% • Mobile commerce—shop & buy on mobile device: 19% • Check in-store or Web product inventory: 19% • Address book integration for mobile: 19% • GPS mapping/store locator: 18% • Price check—store to Web: 16% Top Effective Of those respondents having deployed or planned these features, check delivery status and inventory check were ranked as the most effective features, followed by address book integration, price check, GPS mapping, and then promotions. Interestingly, mobile commerce is rated as least effective among all mobile tactics, although it is the number one planned mobile feature in 2010. !"#$%&'()&*+,&-&..'/0*123%'"4'(56&*1&789':&4;'()&*+,&' Check delivery status Check in‐store or Web product inventory ;ddress book integra<on Hor mobile Price check ‐ store to Web GPS mapping/store locator ;dver<sing> promo<ons> bar‐coded coupons ‐ drive to store or Web Mobile commerce – shop & buy on mobile device 0% 5% 10% 15% 20% 25% 30% Top very effective ratings: • Check delivery status: 27% • Check in-store or Web product inventory: 23% • Address book integration for mobile: 22% • Price check—store to Web: 22% • GPS mapping/store locator: 21% • Advertising, promotions, bar-coded coupons—drive to store or Web: 19% • Mobile commerce—shop & buy on mobile device: 12% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 14

Personalization Features & Effectiveness Which personalization features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? The survey identified the top personalization features either deployed or planned for the coming year along with the effectiveness of each feature. !"#$%&'()*'+%&,-"'./#"$, Personaliza.on =y JKP codeLgeoCtargeted sites Personalized stores (with My Account, proﬁle, favorites) Be=CtoCPrint solu.ons for custom print products and materials Visual product conﬁgurators (custom products) Planned Deployed Personaliza.on engine (=ehavioral targe.ng) Visual monogramming & engraving tools Predic.ve modeling 0% 5% 10% 15% 20% 25% 30% Top Deployed The adoption of personalization features remains low, 10% or less deployed, similar to last year. The top three features used are personalization by ZIP/Geo, personalized stores, and visual product configurators. Top deployed ratings: • Personalization by ZIP code/geo-targeted sites: 10% • Personalized stores (with My Account, profile, favorites): 8% • Web-to-Print solutions for custom print products and materials: 7% • Visual product configurators (custom products): 6% • Personalization engine (behavioral targeting): 5% • Visual monogramming & engraving tools: 4% • Predictive modeling: 3% Top Planned Approximately one-quarter of respondents plan to add personalization by ZIP and personalization engines. This is followed by personalized stores, web-to-print solutions, and visual product configurators. Compared with last year, in Asia-Pacific personalization priorities have risen slightly, but planned investment in personalization is lower overall compared with the rest of the world (e.g., personalization by ZIP is 18%). Top deployed ratings: Adobe Scene7 2010 Survey: Customer Experience in the New Decade 15

• Personalization by ZIP code/geo-targeted sites: 25% • Personalization engine (behavioral targeting): 24% • Personalized stores (with My Account, profile, favorites): 21% • Web-to-Print solutions for custom print products and materials: 19% • Visual product configurators (custom products): 16% • Predictive modeling: 16% • Visual monogramming & engraving tools: 13% Top Effective Of those respondents having deployed or planned these features, Web-to-Print ranks as the most effective feature (23%), followed by personalization by ZIP/Geo, personalization engines, personalized stores, and visual configurators with effective ratings around 20%. !"#$%&'()*'+%&,-."/+0"&"$$,12/34'(,%#,-56"/3"789,:"#;,-."/+0", KeFJtoJPrint solu9ons for custom print products and materials Personaliza9on Fy GHP codeIgeoJtargeted sites Personaliza9on engine (Fehavioral targe9ng) Personalized stores (with My Account, proﬁle, favorites) Visual product conﬁgurators (custom products) Predic9ve modeling Visual monogramming & engraving tools 0% 5% 10% 15% 20% 25% Top very effective ratings: • Web-to-Print solutions for custom print products and materials: 23% • Personalization by ZIP code/geo-targeted sites: 23% • Personalization engine (behavioral targeting): 22% • Personalized stores (with My Account, profile, favorites): 22% • Visual product configurators (custom products): 18% • Predictive modeling: 12% • Visual monogramming & engraving tools: 10% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 16

Combined Features—Deployed, Planned & Effective The following charts illustrate the top deployed, planned, and very effective features across all four areas analyzed: rich media/merchandising, social media-based, mobile, and personalization. Interestingly, social media- based features have moved up significantly across all questions with respect to deployed, planned, and effectiveness. Top Deployed The top five features deployed across all customer experience tactics are rooted heavily in the social media-based category compared with last year. These include: • Branded social community pages (e.g., Facebook, MySpace, Twitter): 33% • Blogs or micro-blogs: 32% • Audio: 26% • RSS: 25% • Dynamic displays (banner, carousel, tabbed, grid views): 25% Compared with last year, the tactics showing the largest change in deployment are: • Address book integration for mobile: +121% • Co-shopping & browsing online with an expert or friends: +88% • Collaborative custom product design (items, sets, outfits, etc.): +55% • Mix and match: +45% • Personalization by ZIP code/geo-targeted sites: +41% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): +14% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 17

The list below shows how other deployed features rank. Combined Features: Deployed Branded social community pages (e.g., Facebook, Blogs or micro‐blogs MySpace, Twiber) Audio RSS Anima.on Dynamic displays (banner, carousel, tabbed, grid User comments and reviews views) Search landing pages Mnterac.ve catalogs & brochures Videos for merchandising, adver.sing and Alterna.ve images demonstra.on Zoom Quick looks & rollover views Color swatching/colorizing User ra.ngs & rankings Microsites/brand bou._ues Lifestyle imagery (in room, on model) Live chat/instant messaging Mnterac.ve design tools Syndica.ng content to social and social shopping Product tours (combina.ons guided spin, zoom sites (e.g., Kaboodle, ThisNext, Facebook, YouTube) Podcasts or live video feed imagery, videos or anima.ons with copy) Product comparisons Visual filtering & advanced search on product Collabora.ve custom product design (items, sets, features (size, color, price) Address book integra.on for mobile ouDits, etc.) Product sharing on social networks Mobile ‐ Check delivery status URL & Web widget viral sharing (embed on other Side by side comparisons sites, blogs, etc.) Personaliza.on by ZMP code/geo‐targeted sites Desktop widgets 3‐D visualiza.on User‐generated visual content (images, video, audio) Mobile ‐ Adver.sing, promo.ons, bar‐coded coupons ‐ drive to store or Web Mix and match Mobile ‐ GPS mapping/store locator Wikis Shop by ouDit, room or collec.on Personalized stores (with My Account, profile, Mobile ‐ Check in‐store or Web product inventory favorites) Co‐shopping & browsing online with an expert or friends 360‐degree spin Web‐to‐Print solu.ons for custom print products and Mnterac.ve in‐store tools (e.g., kiosks, signage, materials Visual product configurators (custom products) dressing room mirrors, etc.) Mashups Mobile ‐ Price check ‐ store to Web Mobile commerce – shop & buy on mobile device Personaliza.on engine (behavioral targe.ng) User‐created collec.ons for sharing & purchase (e.g., Visual monogramming & engraving tools ouDits, furniture) User‐designed merchandise available for purchase Predic.ve modeling 0% 10% 20% 30% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 18

Deployed • Branded social community pages (e.g., Facebook, MySpace, Twitter): 33% • Blogs or micro-blogs: 32% • Audio: 26% • RSS: 25% • Dynamic displays (banner, carousel, tabbed, grid views): 25% • Animation: 25% • User comments and reviews: 23% • Search landing pages: 22% • Interactive catalogs & brochures: 22% • Videos for merchandising, advertising and demonstration: 20% • Alternative images: 20% • Quick looks & rollover views: 18% • Zoom: 18% • Color swatching/colorizing: 18% • User ratings & rankings: 17% • Microsites/brand boutiques: 17% • Lifestyle imagery (in room, on model): 15% • Interactive design tools: 14% • Live chat/instant messaging: 14% • Syndicating content to social and social shopping sites (e.g., Kaboodle, ThisNext, Facebook, YouTube): 14% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy):13% • Podcasts or live video feed: 12% • Product comparisons: 12% • Collaborative custom product design (items, sets, outfits, etc.): 11% • Visual filtering & advanced search on product features (size, color, price): 11% • Address book integration for mobile: 10% • Product sharing on social networks: 10% • URL & Web widget viral sharing (embed on other sites, blogs, etc.): 10% • Mobile—Check delivery status: 10% • Desktop widgets: 10% • Personalization by ZIP code/geo-targeted sites: 10% • Side by side comparisons: 10% • Mobile—Advertising, promotions, bar-coded coupons—drive to store or Web: 9% • User-generated visual content (images, video, audio): 9% • 3-D visualization: 9% • Mix and match: 9% • Mobile—GPS mapping/store locator: 9% • Wikis: 9% • Shop by outfit, room or collection: 8% • Personalized stores (with My Account, profile, favorites): 8% • 360-degree spin: 7% • Co-shopping & browsing online with an expert or friends: 7% • Mobile—Check in-store or Web product inventory: 7% • Web-to-Print solutions for custom print products and materials: 7% • Interactive in-store tools (e.g., kiosks, signage, dressing room mirrors, etc.): 6% • Mashups: 6% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 19

• Visual product configurators (custom products): 6% • Mobile—Price check—store to Web: 6% • Mobile commerce—shop & buy on mobile device: 5% • Personalization engine (behavioral targeting): 5% • User-created collections for sharing & purchase (e.g., outfits, furniture): 5% • Visual monogramming & engraving tools: 4% • User-designed merchandise available for purchase: 3% • Predictive modeling: 3% Growth Change of Deployed (versus 2009) • Address book integration for mobile: 121% • Co-shopping & browsing online with an expert or friends: 88% • Collaborative custom product design (items, sets, outfits, etc.): 55% • Mix and match: 45% • Personalization by ZIP code/geo-targeted sites: 41% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 14% • Desktop widgets: 13% • Blogs: 12% • Visual filtering & advanced search on product features (size, color, price): 11% • 3-D visualization: 11% • Wikis: 10% • User ratings & rankings: 9% • RSS: 8% • Mobile—GPS mapping/store locator: 6% • Live chat/Instant Messaging: 6% • User comments and reviews: 5% • Podcasts or live video feed: 2% • Interactive design tools: 1% • Side by side comparisons: 0% Top Planned Overall, the top five features for 2010 fall into the areas of social media-based and rich media/merchandising; and similar to last year’s findings, blogs and interactive catalogs are among the top five planned features. This year, however, more personalization features top the list of planned tactics, including personalization by ZIP/Geo and personlization engines. Also, videos for merchandising, advertising, and demonstration have risen in importance this year, and are now in the top five planned features for 2010. Compared with last year, the tactics with the biggest change in planned features focus on personalization and mobile areas, including: • Personalization by ZIP code/geo-targeted sites: +50% • Address book integration for mobile: +50% • Mobile/Price check/Store to Web: +29% • Mobile/GPS mapping/Store locator: +16% • Personalization engine (behavioral targeting): +14% • Mobile commerce/Shop & buy on mobile device: +14% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 20

Combined Features: Planned Enterac>ve catalogs & brochures Blogs or micro‐blogs Personaliza>on by ZEP code/geo‐targeted sites Branded social community pages (e.g., Facebook, Videos for merchandising, adver>sing and MySpace, Twiber) Personaliza>on engine (behavioral targe>ng) demonstra>on Podcasts or live video feed User comments and reviews Product tours (combina>ons guided spin, zoom 3‐D visualiza>on imagery, videos or anima>ons with copy) User ra>ngs & rankings Mobile ‐ Adver>sing, promo>ons, bar‐coded coupons ‐ drive to store or Web 360‐degree spin Anima>on Enterac>ve design tools Personalized stores (with My Account, profile, Product comparisons favorites) Alterna>ve images Microsites/brand bou>_ues Mobile ‐ Check delivery status Product sharing on social networks Mobile commerce – shop & buy on mobile device Audio Web‐to‐Print solu>ons for custom print products and Mobile ‐ Check in‐store or Web product inventory materials Quick looks & rollover views Address book integra>on for mobile Dynamic displays (banner, carousel, tabbed, grid Side by side comparisons views) Desktop widgets Zoom Color swatching/colorizing Mobile ‐ GPS mapping/store locator Search landing pages User‐generated visual content (images, video, audio) Visual filtering & advanced search on product features (size, color, price) Wikis Live chat/instant messaging RSS Mobile ‐ Price check ‐ store to Web URL & Web widget viral sharing (embed on other Lifestyle imagery (in room, on model) sites, blogs, etc.) Shop by ouCit, room or collec>on Visual product configurators (custom products) Predic>ve modeling Syndica>ng content to social and social shopping Mix and match sites (e.g., Kaboodle, ThisNext, Facebook, YouTube) Collabora>ve custom product design (items, sets, User‐designed merchandise available for purchase ouCits, etc.) Co‐shopping & browsing online with an expert or Enterac>ve in‐store tools (e.g., kiosks, signage, friends User‐created collec>ons for sharing & purchase (e.g., dressing room mirrors, etc.) Visual monogramming & engraving tools ouCits, furniture) Mashups 0% 10% 20% 30% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 21

Planned • Interactive catalogs & brochures: 30% • Blogs or micro-blogs: 26% • Personalization by ZIP code/geo-targeted sites: 25% • Branded social community pages (e.g., Facebook, MySpace, Twitter): 24% • Videos for merchandising, advertising and demonstration: 24% • User comments and reviews: 24% • Podcasts or live video feed: 24% • Personalization engine (behavioral targeting): 24% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 23% • User ratings & rankings: 23% • 3-D visualization: 23% • Mobile—Advertising, promotions, bar-coded coupons—drive to store or Web: 23% • Animation: 22% • 360-degree spin: 22% • Interactive design tools: 22% • Personalized stores (with My Account, profile, favorites): 21% • Product comparisons: 21% • Alternative images: 21% • Microsites/brand boutiques: 21% • Product sharing on social networks: 20% • Mobile—Check delivery status: 20% • Mobile commerce—shop & buy on mobile device: 19% • Audio: 19% • Web-to-Print solutions for custom print products and materials: 19% • Mobile—Check in-store or Web product inventory: 19% • Quick looks & rollover views: 19% • Dynamic displays (banner, carousel, tabbed, grid views): 19% • Address book integration for mobile: 19% • Side by side comparisons: 19% • Desktop widgets: 18% • Zoom: 18% • Search landing pages: 18% • Color swatching/colorizing: 18% • Mobile—GPS mapping/store locator: 18% • User-generated visual content (images, video, audio): 17% • Visual filtering & advanced search on product features (size, color, price): 17% • Wikis: 17% • Live chat/instant messaging: 17% • RSS: 16% • URL & Web widget viral sharing (embed on other sites, blogs, etc.): 16% • Mobile—Price check—store to Web: 16% • Lifestyle imagery (in room, on model): 16% • Shop by outfit, room or collection: 16% • Visual product configurators (custom products): 16% • Predictive modeling: 16% • Syndicating content to social and social shopping sites (e.g., Kaboodle, ThisNext, Facebook, YouTube): 16% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 22

• Mix and match: 15% • Collaborative custom product design (items, sets, outfits, etc.): 14% • User-designed merchandise available for purchase: 13% • Co-shopping & browsing online with an expert or friends: 13% • Interactive in-store tools (e.g., kiosks, signage, dressing room mirrors, etc.): 13% • User-created collections for sharing & purchase (e.g., outfits, furniture): 13% • Visual monogramming & engraving tools: 13% • Mashups: 12% Growth Change of Planned (versus 2009) • Personalization by ZIP code/geo-targeted sites: 50% • Address book integration for mobile: 50% • Mobile—Price check—store to Web: 29% • Mobile—GPS mapping/store locator: 16% • Personalization engine (behavioral targeting): 14% • Mobile commerce—shop & buy on mobile device: 14% • User ratings & rankings: 12% • Mobile—Advertising, promotions, bar-coded coupons—drive to store or Web: 11% • Web-to-Print solutions for custom print products and materials: 10% • Visual monogramming & engraving tools: 6% • Catalogs & circulars: 6% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 4% • Personalized stores (with My Account, profile, favorites): 4% • Wikis: 4% • Interactive design tools: 0% Top Very Effective Survey respondents who have either deployed or plan to deploy the following features gave them the highest ratings for “very effective.” The most effective tactics across all features this year—rated very effective by approximately one-third of all respondents—are: • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 36% • Visual filtering & advanced search on product features (size, color, price): 33% • User comments and reviews: 32% • Search landing pages: 32% • Product comparisons: 28% • Zoom: 28% Compared with last year, product tours displaced zoom as the top ranked most effective feature. (Interesting to note: this result reinforces the findings in another study conducted this year entitled, “Adobe Scene7 Viewer Study: What Shoppers Want”—the first Adobe Scene7 survey addressing online shoppers’ interest in visual merchandising. This consumer-facing, quantitative study identified and analyzed eCommerce shopping features on the product page most useful for shoppers making an online purchase. The multi-media enabled viewer that incorporated all visual, rich details of the product with click-driven alternative views, interactive full-screen zoom, color options, video sets, 360-degree spin with zoom on every angle was the preferred experience across all participants.) Adobe Scene7 2010 Survey: Customer Experience in the New Decade 23

Other effective features remaining in the top five ranking for two years running include, user rating/rankings/ comments, search landing pages, and visual filtering. Compared with last year, the tactics with the biggest change in the most effective features, include: • Personalization by ZIP code/geo-targeted sites: +71% • Wikis: +54% • Side by side comparisons:+47% • Address book integration for mobile: +35% • 360-degree spin: +27% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): +25% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 24

!"#$%&'()*'+,-.'/0)1'.2)34'567') Product tours (combina=ons guided spin, zoom imagery, videos or Visual filtering & advanced search on product features (size, color, price) anima=ons with copy) User comments and reviews Search landing pages Product comparisons Zoom Mobile ‐ Check delivery status Videos for merchandising, adver=sing and demonstra=on ;nterac=ve catalogs & brochures Podcasts or live video feed Anima=on Side by side comparisons User ra=ngs & rankings 3‐D visualiza=on Microsites/brand bou=cues Alterna=ve images Web‐to‐Print solu=ons for custom print products and materials Personaliza=on by Z;P code/geo‐targeted sites Mobile ‐ Check in‐store or Web product inventory Address book integra=on for mobile Lifestyle imagery (in room, on model) Quick looks & rollover views Personaliza=on engine (behavioral targe=ng) Live chat/instant messaging Mobile ‐ Price check ‐ store to Web Personalized stores (with My Account, profile, favorites) Collabora=ve custom product design (items, sets, ouNits, etc.) ;nterac=ve design tools Mobile ‐ GPS mapping/store locator Color swatching/colorizing User‐generated visual content (images, video, audio) Mobile ‐ Adver=sing, promo=ons, bar‐coded coupons ‐ drive to store or Dynamic displays (banner, carousel, tabbed, grid views) Web RSS Branded social community pages (e.g., Facebook, MySpace, Twi]er) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Visual product configurators (custom products) Blogs or micro‐blogs Audio Wikis Co‐shopping & browsing online with an expert or friends Syndica=ng content to social and social shopping sites (e.g., Qaboodle, Product sharing on social networks ThisNext, Facebook, YouTube) Mix and match 360‐degree spin User‐created collec=ons for sharing & purchase (e.g., ouNits, furniture) Shop by ouNit, room or collec=on User‐designed merchandise available for purchase Mobile commerce – shop & buy on mobile device Desktop widgets Predic=ve modeling ;nterac=ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Visual monogramming & engraving tools Mashups 0% 5% 10% 15% 20% 25% 30% 35% 40% Very Effective • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 36% • Visual filtering & advanced search on product features (size, color, price): 33% • User comments and reviews: 32% • Search landing pages: 32% • Product comparisons: 28% • Zoom: 28% • Mobile—Check delivery status: 28% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 25

• Videos for merchandising, advertising and demonstration: 27% • Interactive catalogs & brochures: 27% • Podcasts or live video feed: 27% • Animation: 27% • Side by side comparisons: 26% • User ratings & rankings: 26% • 3-D visualization: 25% • Microsites/brand boutiques: 25% • Alternative images: 24% • Web-to-Print solutions for custom print products and materials: 23% • Personalization by ZIP code/geo-targeted sites: 23% • Mobile—Check in-store or Web product inventory: 23% • Address book integration for mobile: 22% • Lifestyle imagery (in room, on model): 22% • Quick looks & rollover views: 22% • Personalization engine (behavioral targeting): 22% • Live chat/instant messaging: 22% • Mobile—Price check—store to Web: 22% • Personalized stores (with My Account, profile, favorites): 22% • Collaborative custom product design (items, sets, outfits, etc.): 21% • Interactive design tools: 21% • Mobile—GPS mapping/store locator: 21% • Color swatching/colorizing:20% • User-generated visual content (images, video, audio): 20% • Mobile—Advertising, promotions, bar-coded coupons—drive to store or Web: 20% • Dynamic displays (banner, carousel, tabbed, grid views): 19% • RSS: 19% • Branded social community pages (e.g., Facebook, MySpace, Twitter): 19% • URL & Web widget viral sharing (embed on other sites, blogs, etc.): 19% • Visual product configurators (custom products): 18% • Blogs or micro-blogs: 18% • Audio: 18% • Wikis: 17% • Co-shopping & browsing online with an expert or friends: 17% • Syndicating content to social and social shopping sites (e.g., Kaboodle, ThisNext, Facebook, YouTube): 17% • Product sharing on social networks: 16% • Mix and match: 16% • 360-degree spin: 16% • User-created collections for sharing & purchase (e.g., outfits, furniture): 16% • Shop by outfit, room or collection: 15% • User-designed merchandise available for purchase: 14% • Mobile commerce—shop & buy on mobile device: 12% • Desktop widgets: 12% • Predictive modeling: 12% • Interactive in-store tools (e.g., kiosks, signage, dressing room mirrors, etc.): 11% • Visual monogramming & engraving tools: 10% • Mashups:10% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 26

Growth Change of Very Effective (versus 2009) Compared with last year’s survey, the areas that have seen significant increases in their overall effectiveness to drive conversions/sales include: • Personalization by ZIP code/geo-targeted sites: 71% • Wikis: 54% • Side by side comparisons: 47% • Address book integration for mobile: 35% • 360-degree spin: 27% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 25% • Animation: 23% • Podcasts or live video feed: 18% • Catalogs & circulars: 9% • Product comparisons: 8% • Collaborative custom product design (items, sets, outfits, etc.): 5% • Web-to-Print solutions for custom print products and materials: 3% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 27

If you have deployed any of these enhancements, how have they impacted conversions? Personalization features rank the highest in conversion impact at over 50%, whereas mobile features rank the highest in no conversion impact. All categories on average fall into the 11%-20% range of conversion impact, with rich media/merchandising features having the overall highest impact. Conversion Impact 40.00% 35.00% 30.00% 25.00% 1%‐10% 11%‐20% 21%‐30% 20.00% 31%‐40% 41%‐50% 50% + 15.00% No conversion impact Not applicable 10.00% 5.00% 0.00% Rich media/merchandising features Social media‐based features Mobile features @ersonaliAaBon features Within what time frame do you plan to deploy additional features to enhance customer experience? The survey results show 75% of all respondents will be conducting customer experience projects within the coming year. Compared with last year, these projects have shifted to the latter half of 2010 and beyond. Deployment Time Frame 40% 35% 30% 25% 20% 15% 10% 5% 0% 3 months 6 months 9 months 12 months Other • 12 months: 36% • Other: 24% • 6 months: 18% • 3 months: 12% • 9 months: 9% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 28

APPENDICES Survey Results—North America Methodology and Participants What is your company's primary industry? (North America) '(encies .'dver2sin(3 4nterac2ve7 Media 9:;<uter >ard?are3 Services3 S:A?are Business Services Educa2:n Financial Services >ealtF 9areGHFar;aceu2cals Real Estate Jelec:;;unica2:ns EKui<;ent L Services 0% 5% 10% 15% 20% 25% What are your company's annual sales? (North America) 80% 70% 60% 50% 40% 30% 20% 10% 0% Less than $10 million $10 million ‐ $25 million $25 million ‐ $50 million $50 million ‐ $100 More than $100 million million Adobe Scene7 2010 Survey: Customer Experience in the New Decade 29

Which rich media/merchandising features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Rich Media/Merchandising Features (North America) Audio Dynamic displays (banner, carousel, tabbed, grid views) Search landing pages Anima9on Nnterac9ve catalogs & brochures Videos for merchandising, adver9sing and demonstra9on Quick looks & rollover views Color swatching/colorizing Alterna9ve images Microsites/brand bou9Rues Zoom Planned Lifestyle imagery (in room, on model) Deployed Podcasts or live video feed Nnterac9ve design tools Product comparisons Product tours (combina9ons guided spin, zoom imagery, videos or anima9ons with copy) Visual ﬁltering & advanced search on product features (size, color, price) Side by side comparisons Shop by ouDit, room or collec9on Mix and match 3‐D visualiza9on 360‐degree spin 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 30

!ich &e(ia*&ercha,(i-i,. /0ec12e,e-- (Act6a7 or /9:ecte()< =er> /0ec12e (North America) Visual ﬁltering & advanced search on product features (size, color, price) Product tours (combinaBons guided spin, zoom imagery, videos or animaBons with copy) Quick looks & rollover views Podcasts or live video feed Search landing pages Videos for merchandising, adverBsing and demonstraBon Zoom Side by side comparisons Microsites/brand bouBQues Product comparisons AnimaBon AlternaBve images Color swatching/colorizing KnteracBve design tools Dynamic displays (banner, carousel, tabbed, grid views) KnteracBve catalogs & brochures Lifestyle imagery (in room, on model) Audio 3‐D visualizaBon Shop by ou?it, room or collecBon Mix and match 360‐degree spin 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 31

Which social media-based features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Social Media‐Based Features (North America) Branded social community pages (e.g., Facebook, MySpace, TwiYer) Blogs or micro‐blogs User comments and reviews RSS User raBngs & rankings SyndicaBng content to social and social shopping sites (e.g., Saboodle, ThisNext, Facebook, YouTube) Live chat/instant messaging User‐generated visual content (images, video, audio) Product sharing on social networks Planned URL & Web widget viral sharing (embed on other sites, blogs, etc.) Deployed Wikis CollaboraBve custom product design (items, sets, ouFits, etc.) Desktop widgets InteracBve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Mashups User‐created collecBons for sharing & purchase (e.g., ouFits, furniture) User‐designed merchandise available for purchase Co‐shopping & browsing online with an expert or friends 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% !"#$%&'()*$%+,%-)*.'/)01'23)#45)'67"089':;)0$#%<'' User comments and reviews Live chat/instant messaging User ra9ngs & rankings RSS User‐generated visual content (images, video, audio) SNndica9ng content to social and social shopping sites (e.g., Vaboodle, ThisWext, Facebook, YouTube) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Blogs or micro‐blogs Product sharing on social networks Branded social communitN pages (e.g., Facebook, MNSpace, TwiRer) User‐created collec9ons for sharing & purchase (e.g., ouLits, furniture) Collabora9ve custom product design (items, sets, ouLits, etc.) Mashups Co‐shopping & browsing online with an expert or friends User‐designed merchandise available for purchase Wikis 4nterac9ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Desktop widgets 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 32

Which mobile features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Mobile Features (North America) Address book integraBon Hor mobile GPS mapping/store locator AdverBsingD promoBonsD bar‐coded coupons ‐ drive to store or Web Check delivery status Planned Deployed Check in‐store or Web product inventory Price check ‐ store to Web Mobile commerce – shop & buy on mobile device 0% 5% 10% 15% 20% 25% !o#i%e ()ec+,e-e.. (Act2a% or (56ecte7)9 :er; ()ec+,e (North America) GPS mapping/store locator Check delivery status ;ddress book integra<on For mobile Check in‐store or Web product inventory Price check ‐ store to Web ;dver<sing> promo<ons> bar‐coded coupons ‐ drive to store or Web Mobile commerce – shop & buy on mobile device 0% 5% 10% 15% 20% 25% 30% 35% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 33

Which personalization features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? !"#$%&'()*'+%&,-"'./#"$,01%#.2,34"#)5'6,, Le=KtoKPrint solu.ons for custom print products and materials Personaliza.on =y HIP codeJgeoKtargeted sites Visual product configurators (custom products) Personalized stores (with My Account, profile, favorites) Planned Deployed Personaliza.on engine (=ehavioral targe.ng) Visual monogramming & engraving tools Predic.ve modeling 0% 10% 20% 30% 40% !er$o&a(i*a+o& -.ec+0e&e$$ (Act4a( or -56ecte7)9 :er; -.ec+0e (North America) MeHLtoLPrint solu;ons for custom print products and materials Personaliza;on Hy IJP codeKgeoLtargeted sites Personaliza;on engine (Hehavioral targe;ng) Personalized stores (with My Account, profile, favorites) Visual product configurators (custom products) Predic;ve modeling Visual monogramming & engraving tools 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 34

If you have deployed any of these enhancements, how have they impacted conversions? Conversion Impact (North America) 40.00% 35.00% 30.00% 1%‐10% 25.00% 11%‐20% 21%‐30% 20.00% 31%‐40% 41%‐50% 15.00% 50% + No conversion impact 10.00% Not applicable 5.00% 0.00% Rich media/merchandising features Social media‐based features Mobile features @ersonaliAaBon features Within what time frame do you plan to deploy additional features to enhance customer experience? Deployment Time Frame (North America) 35% 30% 25% 20% 15% 10% 5% 0% 3 months 6 months 9 months 12 months Other Adobe Scene7 2010 Survey: Customer Experience in the New Decade 35

Survey Results—EMEA Methodology and Participants What is your company's primary industry? (EMEA) Other ,gencies 2,dver5sing6 Interac5ve9 Retail Computer AardBare6 Services6 SoDBare Media Business Services Government/Non‐Proﬁt Industrial Manufacturing Aealth Care/Pharmaceu5cals Photography ,utomo5ve Consumer Products Manufacturers Educa5on Real Estate Pransporta5on Services Pelecommunica5ons EQuipment R Services Financial Services Leisure 0% 5% 10% 15% 20% 25% What are your company's annual sales? (EMEA) 70% 60% 50% 40% 30% 20% 10% 0% Less than $10 million $10 million ‐ $25 million $25 million ‐ $50 million $50 million ‐ $100 million More than $100 million Adobe Scene7 2010 Survey: Customer Experience in the New Decade 36

Which rich media/merchandising features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Rich Media/Merchandising Features (EMEA) Dynamic displays (banner, carousel, tabbed, grid views) Anima>on Audio Search landing pages Alterna>ve images Zoom Hnterac>ve catalogs & brochures Quick looks & rollover views Microsites/brand bou>Rues Videos for merchandising, adver>sing and demonstra>on Color swatching/colorizing Planned Product tours (combina>ons guided spin, zoom imagery, videos or anima>ons with copy) Deployed Podcasts or live video feed Visual ﬁltering & advanced search on product features (size, color, price) 3‐D visualiza>on Hnterac>ve design tools Lifestyle imagery (in room, on model) Product comparisons Side by side comparisons 360‐degree spin Shop by ou9it, room or collec>on Mix and match 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 37

!"#$ M'(")*M'+#$),("-",. E0'#12','-- (A#56)7 8+ E9:'#5'()< ='+> '0'#12' (EMEA) Visual ﬁltering & advanced search on product features (size, color, price) Product tours (combinaMons guided spin, zoom imagery, videos or animaMons with copy) Product comparisons Side by side comparisons Search landing pages Zoom 3‐D visualizaMon Podcasts or live video feed Microsites/brand bouMSues AlternaMve images LnteracMve catalogs & brochures AnimaMon Shop by ouRit, room or collecMon Videos for merchandising, adverMsing and demonstraMon Lifestyle imagery (in room, on model) LnteracMve design tools 360‐degree spin Dynamic displays (banner, carousel, tabbed, grid views) Quick looks & rollover views Color swatching/colorizing Mix and match Audio 0% 10% 20% 30% 40% 50% 60% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 38

Which social media-based features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Social Media‐Based Features (EMEA) Branded social community pages (e.g., Facebook, MySpace, TwiYer) Blogs or micro‐blogs RSS User comments and reviews Live chat/instant messaging User ra>ngs & rankings Syndica>ng content to social and social shopping sites (e.g., Raboodle, ThisNext, Facebook, YouTube) Co‐shopping & browsing online with an expert or friends Collabora>ve custom product design (items, sets, ouCits, etc.) Planned Product sharing on social networks Deployed URL & Web widget viral sharing (embed on other sites, blogs, etc.) Desktop widgets User‐generated visual content (images, video, audio) Wikis Fnterac>ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Mashups User‐created collec>ons for sharing & purchase (e.g., ouCits, furniture) User‐designed merchandise available for purchase 0% 10% 20% 30% 40% 50% !"#$%& M)*$%+,%-)* E/)#01)2)-- (A#56%& "7 E89)#5)*); <)7= E/)#01) (EMEA) Collabora=ve custom product design (items, sets, ouXits, etc.) URL & Web widget viral sharing (embed on other sites, blogs, etc.) User comments and reviews Branded social communitR pages (e.g., Facebook, MRSpace, TwiYer) User ra=ngs & rankings User‐generated visual content (images, video, audio) User‐created collec=ons for sharing & purchase (e.g., ouXits, furniture) SRndica=ng content to social and social shopping sites (e.g., Saboodle, ThisUext, Facebook, YouTube) Desktop widgets RSS Co‐shopping & browsing online with an expert or friends Blogs or micro‐blogs Live chat/instant messaging Wikis User‐designed merchandise available for purchase <nterac=ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Product sharing on social networks Mashups 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 39

Which mobile features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Mobile Features (EMEA) Check delivery status GPS mapping/store locator @ddress book integraAon For mobile Check in‐store or Web product inventory Planned Deployed @dverAsingC promoAonsC bar‐coded coupons ‐ drive to store or Web Mobile commerce – shop & buy on mobile device Price check ‐ store to Web 0% 5% 10% 15% 20% 25% 30% M"#$%& E)&*+,&-&.. (A*123% "4 E56&*1&7)9 :&4; E)&*+,& (EMEA) GPS mapping/store locator Check delivery status Check in‐store or Web product inventory Price check ‐ store to Web )ddress book integra.on Eor mobile Mobile commerce – shop & buy on mobile device )dver.sing3 promo.ons3 bar‐coded coupons ‐ drive to store or Web 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 40

Which personalization features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? !"#$%&'()*'+%&,-"'./#"$,012134, Personaliza:on <y JKP codeLgeo=targeted sites Personalized stores (with My Account, profile, favorites) Personaliza:on engine (<ehavioral targe:ng) Visual product configurators (custom products) Planned ;e<=to=Print solu:ons for custom print products and Deployed materials Predic:ve modeling Visual monogramming & engraving tools 0% 10% 20% 30% 40% !"#$%&'()*'+%& E."/+0"&"$$ (A/34'( %# E56"/3"7)9 :"#; E."/+0" (EMEA) Personaliza;on engine (=ehavioral targe;ng) Personalized stores (with My Account, profile, favorites) Ge=BtoBPrint solu;ons for custom print products and materials Visual product configurators (custom products) Personaliza;on =y ?@P codeAgeoBtargeted sites Predic;ve modeling Visual monogramming & engraving tools 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 41

If you have deployed any of these enhancements, how have they impacted conversions? Conversion Impact (EMEA) 40.00% 35.00% 30.00% 1%‐10% 25.00% 11%‐20% 21%‐30% 20.00% 31%‐40% 41%‐50% 15.00% 50% + No conversion impact 10.00% Not applicable 5.00% 0.00% Rich media/merchandising features Social media‐based features Mobile features @ersonaliAaBon features Within what time frame do you plan to deploy additional features to enhance customer experience? Deployment Time Frame (EMEA) 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 3 months 6 months 9 months 12 months Other Adobe Scene7 2010 Survey: Customer Experience in the New Decade 42

Survey Results—Asia-Pacific Methodology and Participants What is your company's primary industry? (Asia‐Pacific) Aransporta6on Services Computer FardTareQ ServicesQ SoUTare Real Estate Industrial Manufacturing Egencies PEdver6singQ Interac6veS Consumer Products Manufacturers Photography Business Services Other Leisure Retail Fealth Care/Pharmaceu6cals Eutomo6ve Aelecommunica6ons EBuipment D Services Media Government/Non‐Profit Educa6on Financial Services 0% 5% 10% 15% 20% 25% 30% What are your company's annual sales? (Asia‐Pacific) 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Less than $10 million $10 million ‐ $25 million $25 million ‐ $50 million $50 million ‐ $100 million More than $100 million Adobe Scene7 2010 Survey: Customer Experience in the New Decade 43

Which rich media/merchandising features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Rich Media/Merchandising Features (Asia‐Pacific) Anima9on Videos for merchandising, adver9sing and demonstra9on Audio Unterac9ve catalogs & brochures Unterac9ve design tools Dynamic displays (banner, carousel, tabbed, grid views) Product tours (combina9ons guided spin, zoom imagery, videos or anima9ons with copy) Lifestyle imagery (in room, on model) Zoom Search landing pages Planned Color swatching/colorizing Deployed Alterna9ve images Quick looks & rollover views Product comparisons Side by side comparisons Mix and match Visual filtering & advanced search on product features (size, color, price) Shop by ouEit, room or collec9on 3‐D visualiza9on 360‐degree spin Microsites/brand bou9:ues Podcasts or live video feed 0% 5% 10% 15% 20% 25% !ic$ &'(ia*&'+c$a,(isi,. /0'c12','ss (Ac56a7 8+ /9:'c5'()< ='+> /0'c12' (Asia‐Pacific) Product tours (combina8ons guided spin, zoom imagery, videos or anima8ons with copy) Onterac8ve catalogs & brochures Product comparisons Visual filtering & advanced search on product features (size, color, price) Anima8on Lifestyle imagery (in room, on model) Videos for merchandising, adver8sing and demonstra8on Search landing pages Side by side comparisons 3‐D visualiza8on Mix and match Audio Color swatching/colorizing Onterac8ve design tools Zoom 360‐degree spin Microsites/brand bou8Kues Podcasts or live video feed Alterna8ve images Dynamic displays (banner, carousel, tabbed, grid views) Quick looks & rollover views Shop by ou/it, room or collec8on 0% 5% 10% 15% 20% 25% 30% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 44

Which social media-based features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Social Media‐Based Features (Asia‐Paciﬁc) Blogs or micro‐blogs RSS Branded social community pages (e.g., Facebook, MySpace, TwiWer) User comments and reviews User ra.ngs & rankings Collabora.ve custom product design (items, sets, ouKits, etc.) Product sharing on social networks Syndica.ng content to social and social shopping sites (e.g., Paboodle, ThisNext, Facebook, YouTube) Live chat/instant messaging Planned User‐generated visual content (images, video, audio) Deployed Desktop widgets User‐created collec.ons for sharing & purchase (e.g., ouKits, furniture) Wikis URL & Web widget viral sharing (embed on other sites, blogs, etc.) User‐designed merchandise available for purchase Mashups Co‐shopping & browsing online with an expert or friends 'nterac.ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) 0% 5% 10% 15% 20% 25% !"cia& ()*ia‐,as)* ./)c01)2)ss (Ac56a& "7 .89)c5)*); <)7= ./)c01) (Asia‐Paciﬁc) User comments and reviews User ra7ngs & rankings Wikis RSS Product sharing on social networks Co‐shopping & browsing online with an expert or friends User‐generated visual content (images, video, audio) Branded social communitJ pages (e.g., Facebook, MJSpace, TwiVer) Blogs or micro‐blogs User‐created collec7ons for sharing & purchase (e.g., ouRits, furniture) User‐designed merchandise available for purchase Live chat/instant messaging Collabora7ve custom product design (items, sets, ouRits, etc.) SJndica7ng content to social and social shopping sites (e.g., Kaboodle, ThisMext, Facebook, YouTube) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Mashups 2nterac7ve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) Desktop widgets 0% 5% 10% 15% 20% 25% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 45

Which mobile features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Mobile Features (Asia‐Paciﬁc) BdverCsingH promoConsH bar‐coded coupons ‐ drive to store or Web Mobile commerce – shop & buy on mobile device Check delivery status Bddress book integraCon Dor mobile Planned Deployed Check in‐store or Web product inventory Price check ‐ store to Web GPS mapping/store locator 0% 5% 10% 15% 20% 25% !"#i%& ()&c+,&-&ss (Ac12a% "4 (56&c1&7)9 :&4; ()&c+,& (Asia‐Paciﬁc) Check delivery status Price check ‐ store to Web EdverFsingH promoFonsH bar‐coded coupons ‐ drive to store or Web Eddress book integraFon Gor mobile Check in‐store or Web product inventory Mobile commerce – shop & buy on mobile device GPS mapping/store locator 0% 5% 10% 15% 20% 25% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 46

Which personalization features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? !"#$%&'()*'+%&,-"'./#"$,01$)'2!'3)435, Personaliza-on 5y IJP codeKgeo6targeted sites Personalized stores (with My Account, profile, favorites) Visual monogramming & engraving tools Personaliza-on engine (5ehavioral targe-ng) Planned Deployed Visual product configurators (custom products) 4e56to6Print solu-ons for custom print products and materials Predic-ve modeling 0% 5% 10% 15% 20% P"#s%&a(i*a+%& -."c+0"&"ss (Ac34a( %# -56"c3"7)9 :"#; -."c+0" (Asia‐Pacific) Personaliza:on <y KLP codeMgeoDtargeted sites Personalized stores (with My Account, profile, favorites) Ce<DtoDPrint solu:ons for custom print products and materials Visual product configurators (custom products) Predic:ve modeling Personaliza:on engine (<ehavioral targe:ng) Visual monogramming & engraving tools 0% 2% 4% 6% 8% 10% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 47

If you have deployed any of these enhancements, how have they impacted conversions? Conversion Impact (Asia‐Paciﬁc) 40.00% 35.00% 30.00% 1%‐10% 25.00% 11%‐20% 21%‐30% 20.00% 31%‐40% 41%‐50% 15.00% 50% + No conversion impact 10.00% Not applicable 5.00% 0.00% Rich media/merchandising features Social media‐based features Mobile features @ersonaliAaBon features Within what time frame do you plan to deploy additional features to enhance customer experience? Deployment Time Frame (Asia‐Paciﬁc) 60% 50% 40% 30% 20% 10% 0% 3 months 6 months 9 months 12 months Other Adobe Scene7 2010 Survey: Customer Experience in the New Decade 48

Survey Results—Retail and Manufacturing Only Methodology and Participants A specific industry analysis was done for total retail and manufacturing that includes 175 respondents spanning high-tech to automotive companies. What is your company's primary industry? (Retail/Manufacturing Only) Com+uter 0ard3are4 5er6ices4 5o:3are Retail Industrial Manufacturing Consumer Products Manufacturers 0ealtC CareDPCarmaceuEcals FutomoE6e 0% 5% 10% 15% 20% 25% 30% 35% There was higher enterprise representation with 28% of companies having more than $100 MM in sales, versus 17% in the overall worldwide survey. What are your company's annual sales? (Retail/Manufacturing Only) 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Less than $10 million $10 million ‐ $25 million $25 million ‐ $50 million $50 million ‐ $100 million More than $100 million Adobe Scene7 2010 Survey: Customer Experience in the New Decade 49

The Asia-Pacific region had the highest representation (35%), versus overall global survey where North America was the top ranking region at almost 40%. Where is your company headquartered? (Retail/Manufacturing Only) 40% 35% 30% 25% 20% 15% 10% 5% 0% Asia‐Paciﬁc North America Western Europe Eastern Europe Middle East and Africa AaBn America Which rich media/merchandising features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? The five top deployed features are search landing pages, interactive catalogs, dynamic displays (banner, carousel, etc.), alternative images and zoom, implying a higher need for visual merchandising features versus other features (e.g., audio). Contrasting with the full industry survey in which the top deployed features are audio, animation, dynamic displays (banner, carousel, tabbed, grid views), search landing pages, and interactive catalogs & brochures. Rich Media/Merchandising Features (Retail/Manufacturing Only) Search landing pages Gnterac8ve catalogs & brochures Dynamic displays (banner, carousel, tabbed, grid views) Alterna8ve images Zoom Videos for merchandising, adver8sing and demonstra8on Anima8on Audio Color swatching/colorizing Lifestyle imagery (in room, on model) Quick looks & rollover views Planned Microsites/brand bou8Oues Deployed Product comparisons Product tours (combina8ons guided spin, zoom imagery, videos or anima8ons with copy) Visual ﬁltering & advanced search on product features (size, color, price) Gnterac8ve design tools Side by side comparisons Mix and match Shop by ouBit, room or collec8on Podcasts or live video feed 3‐D visualiza8on 360‐degree spin 0% 5% 10% 15% 20% 25% 30% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 50

The most effective features for retail and manufacturing companies are simliar to the global results with product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy), visual filtering being the top two most effective features. However, within this segment, zoom ranks more effective than alternative images and search landing pages. Ric$ Me(ia/Merc$an(i-ing /0ec12ene-- (4ctual 8r /9:ecte()< =ery /0ec12e (Retail/Manufacturing Only) Product tours (combinaHons guided spin, zoom imagery, videos or animaHons with copy) Visual ﬁltering & advanced search on product features (size, color, price) Zoom AlternaHve images Search landing pages 3‐D visualizaHon PnteracHve catalogs & brochures Color swatching/colorizing Product comparisons Lifestyle imagery (in room, on model) Videos for merchandising, adverHsing and demonstraHon PnteracHve design tools Podcasts or live video feed Side by side comparisons Microsites/brand bouHMues AnimaHon Quick looks & rollover views Shop by ouGit, room or collecHon Dynamic displays (banner, carousel, tabbed, grid views) 360‐degree spin Mix and match Audio 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 51

Which social media-based features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? The top deployed social features for retail and manufacturing companies are branded social community pages (e.g., Facebook, MySpace, Twitter), blogs or micro-blogs, RSS, user comments and reviews, and user ratings & rankings. These are the identical rankings for all industries surveyed. Social Media‐Based Features (Retail/Manufacturing Only) Branded social community pages (e.g., Facebook, MySpace, TwiYer) Blogs or micro‐blogs RSS User comments and reviews User raGngs & rankings Live chat/instant messaging SyndicaGng content to social and social shopping sites (e.g., Raboodle, ThisText, Facebook, YouTube) CollaboraGve custom product design (items, sets, ouJits, etc.) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Planned Wikis Deployed Product sharing on social networks Desktop widgets User‐created collecGons for sharing & purchase (e.g., ouJits, furniture) FnteracGve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) User‐generated visual content (images, video, audio) Co‐shopping & browsing online with an expert or friends Mashups User‐designed merchandise available for purchase 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 52

Most effective social features for driving conversions for retail and manufacturing companies are user comments and reviews, user ratings & rankings, user-created collections for sharing, collaborative custom product design (items, sets, outfits, etc.), and wikis. The top five most effective features for all industries also include user comments and reviews, user ratings & rankings, collaborative custom product design (items, sets, outfits, etc.), in addition to live chat/instant messaging and user-generated visual content (images, video, audio). !"cial Me*ia+,a-e* ./ec01ene-- (4ctual "r .89ecte*); <ery ./ec01e (Retail/Manufacturing Only) User comments and reviews User raIngs & rankings User‐created collecIons for sharing & purchase (e.g., ouYits, furniture) CollaboraIve custom product design (items, sets, ouYits, etc.) Wikis User‐generated visual content (images, video, audio) Live chat/instant messaging Branded social communitQ pages (e.g., Uacebook, MQSpace, SwiWer) RSS SQndicaIng content to social and social shopping sites (e.g., Raboodle, ShisText, Uacebook, VouSube) Product sharing on social networks Co‐shopping & browsing online with an expert or friends User‐designed merchandise available for purchase Blogs or micro‐blogs HnteracIve in‐store tools (e.g., kiosks, signage, dressing room mirrors, etc.) URL & Web widget viral sharing (embed on other sites, blogs, etc.) Desktop widgets Mashups 0% 5% 10% 15% 20% 25% 30% 35% 40% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 53

Which mobile features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? The top five deployed for retail and manufacturing companies include check delivery status, check in-store or web product inventory, GPS mapping/store locator, address book integration for mobile, advertising, promotions, bar-coded coupons and drive to store or Web. The top deployed for all industries are the same except ranking order varies slightly: address book integration for mobile, check delivery status, advertising, promotions, bar-coded coupons—drive to store or Web, GPS mapping/store locator, and check in-store or Web product inventory. Mobile Features (Retail/Manufacturing Only) Check delivery status Check in‐store or Web product inventory ?ddress book integra@on Gor mobile GPS mapping/store locator Planned Deployed ?dver@singB promo@onsB bar‐coded coupons ‐ drive to store or Web Mobile commerce – shop & buy on mobile device Price check ‐ store to Web 0% 5% 10% 15% 20% 25% Most effective mobile tactics for retail and manufacturing companies include check delivery status, advertising, promotion to drive to store/Web, check in store or web inventory, price check, and address book integration. M"#ile ()ec+,ene.. (0ctual "r (56ecte7)9 :ery ()ec+,e (Retail/Manufacturing Only) Check delivery status BdverDsingI promoDonsI bar‐coded coupons ‐ drive to store or Web Check in‐store or Web product inventory Price check ‐ store to Web Bddress book integraDon Eor mobile GPS mapping/store locator Mobile commerce – shop & buy on mobile device 0% 5% 10% 15% 20% 25% 30% 35% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 54

Which personalization features do you currently use or plan to offer over the next year? What is the actual or expected effectiveness? Personalization results for retail and manufacturing are similar to global findings except that web-to-print solutions fall from number three to number five deployed. !"#$%&'()*'+%&,-"'./#"$,01".')(23'&/4'5./#)&6,7&(89, Personaliza.on <y JKP codeLgeo=targeted sites Personalized stores (with My Account, profile, favorites) Visual product configurators (custom products) Personaliza.on engine (<ehavioral targe.ng) Planned Deployed ;e<=to=Print solu.ons for custom print products and materials Visual monogramming & engraving tools Predic.ve modeling 0% 5% 10% 15% 20% 25% 30% Personalization engines/recommendations and personalized stores top the rankings on most effective tactics, followed by visualization for custom print and products. !er$%nali*a+%n -.ec+0ene$$ (2ctual %r -56ecte7)9 :ery -.ec+0e (Retail/Manufacturing Only) Personaliza9on engine (:ehavioral targe9ng) Personalized stores (with My Account, profile, favorites) Fe:AtoAPrint solu9ons for custom print products and materials Visual product configurators (custom products) Predic9ve modeling Personaliza9on :y <=P code@geoAtargeted sites Visual monogramming & engraving tools 0% 5% 10% 15% 20% 25% 30% Adobe Scene7 2010 Survey: Customer Experience in the New Decade 55

When combining all customer experience tactics for retail and manufacturing, the top most effective features emphasize rich media visual merchandising tactics, with higher ratings for visual filtering, zoom and alternative images. Most effective features across all areas: • Visual filtering & advanced search on product features (size, color, price): 42% • Product tours or multi-media viewing (combinations guided spin, zoom imagery, videos or animations with copy): 37% • 3-D visualization: 36% • Alternative images: 36% • Zoom: 35% • User comments and reviews: 33% • User-created collections for sharing & purchase (e.g., outfits, furniture): 32% • Search landing pages: 29% • Price check—store to Web: 28% • Lifestyle imagery (in room, on model): 27% If you have deployed any of these enhancements, how have they impacted conversions? Personalization features rank the highest in conversion impact at over 50%, whereas mobile features rank the highest in no conversion impact. All categories on average fall into the 11%-20% range of conversion impact, with personalization features having the average highest impact, followed by mobile features, rich media/merchandising features, and social media-based features. Conversion Impact (Retail/Manufacturing Only) 35.00% 30.00% 25.00% 1%‐10% 11%‐20% 20.00% 21%‐30% 31%‐40% 15.00% 41%‐50% 50% + 10.00% No conversion impact Not applicable 5.00% 0.00% )ersonali2a3on features Mobile features Rich media/merchandising features Social media‐based features Adobe Scene7 2010 Survey: Customer Experience in the New Decade 56

Within what time frame do you plan to deploy additional features to enhance customer experience? Seventy-six percent of all retailers and manufacturers will deploy features to enhance customer experience in less than 12 months. Deployment Time Frame (Retail/Manufacturing Only) 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% 3 months 6 months 9 months 12 months Other About Adobe Scene7 Adobe Scene7 is the leading on-demand cross-media platform that enables companies to grow revenues, enhance customer experience, and cut production costs. There is no other SaaS platform more comprehensive and powerful for automating the production and delivery of high-impact cross-media. With Scene7, businesses can improve the entire selling and marketing cycle from attracting customers, to guiding them to the right products and services, to successfully converting them into loyal buyers. Scene7 cross-media solutions are built on a robust, integrated technology platform for unrivaled breadth, depth, scalability, and ease of on-going cross-media use. Solutions include Dynamic Imaging, eCatalogs, eVideos, Visual Configurators, Targeted Email & Print, Media Portal and Web-to-Print. Leading companies worldwide have selected Scene7, including QVC, Harrods, Macy’s, Amazon, Office Depot, Polo Ralph Lauren, La-Z-Boy, Lands’ End, Blockbuster, Williams-Sonoma, and Levi Strauss & Co. About Adobe Systems Incorporated Adobe revolutionizes how the world engages with ideas and information—anytime, anywhere, and through any medium. For more information, visit www.adobe.com. © 2010 Adobe Systems Incorporated. All rights reserved. Adobe, the Adobe logo, and Scene7 are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. All other trademarks are the property of their respective owners. Adobe Scene7 2010 Survey: Customer Experience in the New Decade 57

Adobe Scene7 2010 Survey: Customer Experience in the New Decade 58

Adobe Scene7 2010 Survey: Customer Experience in the New Decade

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Adobe Scene7 2010 Survey: Customer Experience in the New Decade Document Transcript

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