The document outlines an agenda for a presentation on Adobe's customer experience solutions and digital enterprise platform. The agenda includes introductions to Adobe and customer experience management, presenting Adobe's customer experience solutions and digital platform, and partnering opportunities. The presentation aims to demonstrate how Adobe's solutions can help organizations optimize their customer experience across digital channels.

1. Agenda
 Welcome
 Adobe & Customer Experience Management
 Introducing the Adobe Digital Enterprise Platform
 Customer Experience Solutions – Part 1 - CC
 Customer Experience Solutions – Part 2 - WEM
 Partnering with Adobe
 13:00 Closing comments
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2. The Digital Race for Customers
Winning with Web Experience Management from Adobe
Dieter Hovorka | Solution Consulting EMEA

3. Adobe‘s Customer Experience Solutions
BUSINESS
Adobe Customer Experience Solutions
Web Social Brand Selection & Unified Customer
Experience Engagement Enrollment Workspace Communication
Management s
Learn Validate Decide Use Commit
Integrated Content Review
IT
Adobe Digital Enterprise Platform
3

4. Changing the world
through digital
experiences
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

5. WEM helps solve Key Industry Challenges
Retail Banking Healthcare Retail Public Sector / Media and
Education Entertainment
 Multichannel  Web Compliance  Website  Multi-Channel  Brand/ Marketing
Marketing  Community Optimization Citizen Control
 Customer Self Development  Community Outreach  Web Context and
Service Development  Consistent Personalization
 Campaign University
Management Sites

6. Customers are spending more time and money across digital
channels
$ $ $ $ $
OPPORTUNITY
mobile
• According to Forrester‘s US Online Retail
Forecast, by 2014, ―more than half of total
$ $ $ $ $
retail sales will be influenced by the web.‖
• During the economic downturn, while retail
social
sales going down, ecommerce grew
ENTERPRISE/BRAND ONE CONTEXT
• The average young American now spends$
$ $ $ $
practically every waking minute — except
for the time in school — using a smart
phone, computer, television or other
web
electronic device, according to a new study
from the Kaiser Family Foundation.
$ $ $ $ $
email
6

7. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and
enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
BAD REVIEW! BAD REVIEW!
! ! ! ! ! ! ! ! ! ! !
BAD REVIEW! BAD REVIEW!
! ! ! ! !
7

8. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and enterprise
travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
GOOD GOOD
COMMENT COMMENT
:) :) :) :)
:) :) :) :) :) :) :)
GOOD GOOD
COMMENT COMMENT
:) :) :) :) :)
8

9. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and
enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
:)
:) :)
:)
:)
:)
:) :) 65%
POSITIVE
35%
! ! !
NEGATIV
E
9

10. The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2011 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
10

11. The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2012 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
11

12. 2013: The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2013 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
12

13. Enterprises are in a digital race to attract and engage customers
5 Critical Elements Mobile and
Multichannel
needed to win 2013 mobile > desktop
 Will you miss ½
the market?
Social
Collaboration
Build local communities
Web Content
Management
Targeted
Meeting both Campaigns
Proactive, not passive
Business and digital present
Marketing Needs
Online Analytics
Optimize engagement,
user monetization
Multi-site Web Experience
Governance Management
One global brand, local
relevance
13

14. 5 critical ways Adobe WEM positions you dominate the digital
domain
Built on the Adobe Digital Mobile and
Enterprise Platform Multichannel
A single authoring
environment and platform
spans channel. Device
emulation and detection
Social
Collaboration
Support for corporate
blogging and forums
across muliti
Adobe
Targeted Campaigns
Web Experience Marketing Campaign
Management
Management enables push
Online Analytics
Real-time targeting, deep
integration with Adobe
Online Marketing Suite
Multi-site
Governance
Multisite Manage
and support
14

15. Web Experience Management deliver concrete enterprise value
BUSINESS DEVELOPERS IT
 Productivity  Reduced cost  Reduce cost
 User acquisition &  Faster development  Improve uptime
retention
 Freedom to  Improve scale
 Market share innovate
 Revenue growth  Reduced QA

16. 5 critical ways Adobe WEM positions you dominate the digital
domain
Mobile and
Multichannel
Social
Collaboration
Adobe
Web Experience Targeted Campaigns
Online Analytics
Management
Delivered on top
Multi-site
of a unified Adobe
Governance
CEM platform
16

17. Global Brands driving Customer Experience with WEM
Automotive
Media
&
Entertainment
Life
Sciences
Financial
Services
Consumer
Goods
Public Sector
& Education

18. Metra Rail‘s Website Goes Multichannel
Challenges Solution Results
 Static web presence  MyMetra: Targeted  Improved web channel
advertising, mobile satisfaction (200% increase in
 Slow communications with
promotions, location based online ticketing)
customers and poor customer
ads
web satisfaction  Improved speed to market
 MyMetra Business: partners (90 days to launch new site)
 Weak web traffic and online
to access, download and
engagement  Increased web activity
monitor RFP opportunities.
(40,000 unique visitors per
day)
Why Adobe Ease of Use (authors), international support, workflow, open content access.
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19. Targeted Online Experiences – In the Cloud
Challenges Solution Results
 445 hotels and resorts in 45
 New configurable workflow  Rolled out new marketing
countries, 600 sites, 10
with flexible content and microsites and a new brand
languages
translation support for remote site
 Poor web update process with international sites
 Open content access and
bottlenecks for local team
 Looking to integrate with ATG support
updates
for dynamic content
 Poor authoring workflows
leading to delays in new content
/updates
Why Adobe Ease of Use (authors), international support, workflow, open content access.
19

20. Mission Impossible
Skype’s Challenges
 Dramatically Increase Revenues
 Don‗t Impacting Skype‘s Core Value
Proposition: „It‗s Free!―
Solution
 Workflow to add friction to registration
process
 MSM for Localization i.e. local pricing
 Targeting & Segmentation
 CQ5 & Translations.com
 CQ5 & Workflow to achieve local
autonomy
Result
 Contract to go-live in 8 weeks
 24% improvement in registrations

21. Aristoteles Onassis said once: „don’t run
after money, you need to go towards the
money.“
21

22. How to win big with WEM
Objective: Select 1 of your top suspects and plan the engagement strategy
Identify Target Executive Sponsor
CMO/
LOBs CIO/IT
Marketing
Head of Digital Director Alternative Entry Point
Engage with IT on:
Strategy of IT ________________ RFPs
•WCM
(or Digital Marketing) Solution •Content Repository trial
Primary downloads
Architect ____________
Entry Point Title: _______________
& Path Name: ______________
Key Partner(s)
Interactive
Agency ________________
SI _______________
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23. ??
?
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