Customer Experience Management from Adobe
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Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
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Customer Experience Management from Adobe
- 1. Agenda Welcome Adobe & Customer Experience Management Introducing the Adobe Digital Enterprise Platform Customer Experience Solutions – Part 1 Customer Experience Solutions – Part 2 Partnering with Adobe 13:00 Closing comments © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 2. Convenient, Meaningful, User-Centric Experiences Selection & Unified Enrollment Workspace Integ. Review & Dashboards Social Brand Engagement Web Exp. Management Customer Communication © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 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 © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 4. Adobe Digital Enterprise Platform: Modern Technology DNA for Context Cloud First* (always keep on-prem in mind) *you don’t enable apps for the cloud, you build them for the cloud with on-prem in mind. Mobile First* (always keep desktop in mind) *you don’t enable apps for mobile, you build them for mobile with desktop in mind. Sociala contributor and has a social graph) (every user is First* *context is a first-class citizen, everybody is a contributor. © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 5. The Adobe Enterprise Solution ANY CLIENT ENTERPRISE BACKEND ERP CRM ECM LDAP RDBMS HR CUSTOM © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 6. What’s New in Adobe Digital Enterprise Platform For Business : • Content and Applications • Customer Communications • Secure Interactive Statements • Correspondence Management UX • Integrated Content Review For Developers: • UX components for Process Management • Integrated tooling from update site • Flash in PDF Forms and Documents • Style sheets with PDF Forms and Documents For IT: • Modern platform architecture • Package Manager and composite applications • Upgrade Readiness Tool © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 7. Adobe Advantage © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 8. Adobe Advantage Make Manage Mobilize Measure Content & Apps Experiences Distribution Data © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 9. Adobe Advantage Make Manage Mobilize Measure Content & Apps Experiences Distribution Data Create and publish Deliver contextually Reach your targeted Gain real-time engaging digital relevant experiences audiences across all insights across experiences Transform customer digital channels customer Any Medium Web, video, engagement to increase Create an interactive, interaction print awareness and loyalty fun, and differentiated channels brand experience Drive demand and Any Screen Optimize IT investments to gain business agility Build once and deploy optimize to any digital channel conversion for increased revenue Optimize marketing investment © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 10. Large, White-hot Addressable Market Adjacent 1,475 Markets 1,261 2,343 1,947 1,622 1,351 5,130 4,359 3,648 3,047 2010 2011 2012 2013 Current CEM Market Web Conferencing Market Adjacent CEM Market © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 11. Supported by a Customer Experience Management Ecosystem Regional System Independent Integrators Software Vendors Management Consulting Value Added Firms Resellers Global Digital System Agencies Integrators Community Partners © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 12. Leading a New Ecosystem of CEM Partners © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 13. Validated by Industry Analysts and Thought Leaders… ―I’m not easily impressed, but it seems that CQ5 can become Adobe’s most interesting product of 2011.‖ CIO Insight ―Adobe references demonstrate ―It’s never an easy task combining the products some of the most interesting case of two purchased companies to create a new studies of how combining product, but Adobe appears to be onto information content (not just something with this.‖ documents) with human FierceContentManagement interactions and automated activities can deliver a very engaging and differentiating customer experience.‖ – Source: Gartner. ―This is one of the biggest enterprise ―Magic Quadrant for Business announcements the company has made to Process Management Suites‖ date. Indeed, Adobe’s new WEM solution represents a big step towards delivering a Customer Experience Management (CEM) platform.‖ eWEEK © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 14. History matters © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 15. … because I had only 7 © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 16. Where Adobe came from © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 17. Where did we go toPlatform editions—Pictoral view Digital Enterprise © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 18. Web Experience Management Solution: What’s New Adobe Online Marketing Suite Integrations: Scene 7 Survey and Test & Target enhancements © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 19. Customer Communications Solution: What’s New Combined Correspondence and Interactive Statements Customer-Driven Enhancements Marketing/Business: Improved user experience, support more complex correspondence, compliance IT: Better management of customer content © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 19
- 20. ES2.5 (Before) © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 21. Adobe’s Customer Communications Solution (After) © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 22. Integrated Content Review Solution: New Creative Suite + Review Workflows + Digital Asset Management © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 23. Adobe’s Integrated Content Review: Powerful review workflow © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 24. Modern Platform for Your Customer Experience Solutions Convenience: Build and support the same applications, content and data across web, mobile and desktop with one framework, tool, and codebase Context: Deliver expressive, easy-to-use applications spanning multiple silos to deliver one customer context Advocacy: Uncover customer insights by capturing context and data to dynamically personalize content Multiple Channels One Customer Context © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 25
- 25. 2011 Global Customer Experience Traction © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 26. Building Our Traditional Enterprise Franchise Interactive statements present cross-selling opportunities for personalized products & services Reduce annual operating costs by $1B Driving more customers to paperless billing, cutting printing, postage & processing © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 27. Accelerating Enterprise Traction with Adobe CQ Optimized website marketing campaigns for resellers and OEMs broaden market awareness, stimulate sales leads & increase business opportunities for both partners & Intel Creating, analyzing & optimizing website content, digital marketing campaigns & targeted user experiences to increase reseller & channel partner sales Accelerate time-to-market for new, targeted marketing campaigns © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 28. Innovating New Customer Experience Solutions Maintain and strengthen leadership position in product design, development, manufacturing & marketing, while improving overall business processes Streamline & accelerate product design—from 15-month cycle to 11-month cycle—to bring new products to market sooner Improve customer services and boost revenue by delivering more fashion-forward apparel that is easily available through multiple channels © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 29. © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 30. ?? ? © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 31. © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 32. A Call to Action 1. Go Mobile with Web Experience Management to acquire and reach new customers 2. Get Digital with customer communications 3. Assess your existing IT priorities against customer centric process improvements and applications designed for user experience 4. Enable your developers by downloading the Adobe Digital Enterprise Platform 5. Validate your approach with Adobe Consulting or an Adobe partner 6. Engage & discuss with Adobe © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Editor's Notes
- 9:30 Welcome9:40 Adobe in Customer Experience Management10:00 Introducing the Adobe Digital Enterprise Platform10:20 Break10:40 Customer Experience Solutions11:00 Vertical approaches for CEM11:20 Break11:40 Sizing and Licensing12:00 Break12:30 Partnering with Adobe13:00 Closing comments
- ContextArchitectural principles of what drove CRX and LiveCycle to transform to new architecture. No other vendor in the market offering “customer experience management” has this. Cloud First: Going forward will have more cloud based capabilities. Not about a choice between on-prem or cloud, architecture support both.
- Over the last year, we have built our ecosystem to include several system integrators that have not only standardized practices on customer experience management, but are building multi-million dollar run rate businesses focused on the Adobe platform, as well as our ability to link agency specialties like design with the desire of system integrators to do more implementation around this client tier of technologies.Our partners are building practices and contributing assets. They are helping to replicate the experience across the world, and they are helping to grow our delivery and service capability across the world.
- The Adobe Digital Enterprise Platform comes in three editions: Basic, Standard, and Premium. An enterprise can buy any of these three editions of the Adobe Digital Enterprise Platform or any Customer Experience Solutions individually. The Digital Enterprise Platform Basic and Standard Editions are a technology platform whose buyers are CIOs, technical architects and developers who want to build their own solutions for helping enterprises better interact with customers through digital channels. The technology platform provides a set of services that enables enterprises and partners to build solutions which leverage the ubiquity of the client-side technologies such as Adobe Reader, Flash Player, AIR, and HTML5. The Digital Enterprise Platform Premium Edition bundles the Adobe Customer Experience Solutions with the Adobe Digital Enterprise Platform Standard Edition. A customer that purchases this offering will have the ability to build both custom applications on top of the Digital Enterprise Platform as well as use and customize any of the Adobe Customer Experience Solutions available at time of purchase. The use of each Digital Enterprise Platform edition or Customer Experience Solution is restricted by the user license. The Digital Enterprise Platform also comes in a free developer edition. This edition allows a developer to install all Digital Enterprise Platform Premium capabilities for the sole purpose of evaluation, training, and development. The developer license does not enable the developer to deploy any applications built with this license to production. This license does not come with any enterprise support.
- I want to give you a couple of highlights across the 3 Customer Experience Solutions we are releasing. (Note: First two are updates, the last one ICR is new so build up the excitement here)We introduced Web Experience Management solution in February with significant enhancements including Mobile and integration to Adobe Online Marketing Suite so that enterprises can measure and respond quickly to customer interactions online.With this release, we have further enhanced the integration to Online Marketing Suite enabling our customers to publish offers to Test & Target and also provide the survey capabilities within the WEM authoring environment.Furthermore, there is a new integration to Scene 7 to enhance the experience of customers coming to a website to get detailed views of products and other offerings. This is a significant capability for the retail industry where Scene 7 is already present:10 of 10 of the top retailers and online retailers in North America Including: Amazon, Staples, Office Depot, Sears, CDW, Newegg*10 of 10 of the top Mass Merchants/Department stores including: Amazon, Sears, QVC, Walmart.com, J.C. Penney, Macy’s, HSN *
- Correspondence Management Enhancements:Improved productivity for CSRs and business usersRedesigned UXRestoring and saving draftsSpell checkGreater support for complex correspondence typesTable insertion Dynamic listsCreate complex conditions intuitivelyEnhanced tools for compliance and controlOverall impact assessment due to changesAbility to publish / retire template on a given dateAbility to retrieve a template which was active on a particular dateBetter auditing capabilities due to CRXEasier for ITEasy to extensible UI interfaceFaster performance for content repositoryBetter management for deployments with Publish/AuthorWhat is important here is that all of these new capabilities were driven by customer feedback on the 2.5 version of the Customer Experience SolutionsImproved productivity for CSRs and business usersRedesigned UXRestoring and saving draftsSpell checkGreater support for complex correspondence typesTable insertion Dynamic listsCreate complex conditions intuitivelyEnhanced tools for compliance and controlOverall impact assessment due to changesAbility to publish / retire template on a given dateAbility to retrieve a template which was active on a particular dateBetter auditing capabilities due to CRXEasier for ITEasy to extensible UI interfaceFaster performance for content repositoryBetter management for deployments with Publish/AuthorEasier to customize and control brandBranded authenticationFlash update; skin-ableMore convenient for end-usersInteractive forms as well as FlashOffline data persistenceImproved accessibilityEasier for ITBetter control of high-volume generationInteractive Statements EnhancementsEasier to customize and control brandBranded authenticationFlash update; skin-ableMore convenient for end-usersInteractive forms with interactive UIOffline data persistenceImproved accessibilityEasier for ITBetter control of high-volume generation
- 10 of 10 of the top retailers and online retailers in North America Including: Amazon, Staples, Office Depot, Sears, CDW, Newegg*10 of 10 of the top Mass Merchants/Department stores including: Amazon, Sears, QVC, Walmart.com, J.C. Penney, Macy’s, HSN *
- Integrated Content Review is a new Customer Experience Solution.As consumers and markets world-wide become increasingly connected online these digital channels become the dominant manner in which consumer opinions and decisions are shaped around brands, products and services. Traditional asset management systems and processes are not agile enough to keep up with the explosion of digital assets enterprises need to produce, review and publish across all point of interactions with their customers. ICR solves this by providing a solution for the review and approval of digital assets which integrates with Adobe Creative Suite, a market leading tool for creating digital assets, with a powerful process engine that can be configured by marketing and LOB and an agile Digital Asset Management system. Although not released until August, we are already getting significant interest for this solution from large global brands, CPG (consumer package goods), publishers, financial services and large creative agencies.
- We’re announcing the acquisition of Day, the leader in the next generation of web content management.There are three basic reasons:Current LiveCycle customers are re-engineering their customer experience processes. But they don’t get a next generation web platform from us. And their applications don’t ties directly into the personalization, analytics, campaigns, and content in their web sites. By adding Day to LiveCycle, our customers will build better and more extensive next-gen applications for sales, support, service.Adding LiveCycle and Omniture to Day will enable customers to directly interconnect their global web presence and business applications, unlocking value across their marketing, sales, and service processes. In addition, Day customers will be able to leverage more interactive application and document capabilities from Adobe Air, Flash, Flex, LiveCycle and PDF. Finally, and most importantly (for this audience), this is a major milestone in the evolution of the web as a platform for business results. After a decade of investment in SOA, and a decade of innovation in small-scale Web 2.0, there is a new opportunity for enterprises to unlock new value across their customer-facing business processes. This will involve both the ‘hard’ technologies of Day’s solution for dynamic web sites and campaigns, LiveCycle’s experience and business process technologies, and Omniture’s web analytics – it will also involve a new ecosystem of partners and methodologies for bringing the insights of Web 2.0 to the enterprise.