1

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

Agenda

Winning with Web Experience Management from AdobeDieter Hovorka | Solution Consulting EMEA

The Digital Race for Customers

3

Adobe’s Customer Experience Solutions

Adobe Digital Enterprise Platform

Adobe Customer Experience Solutions

Web Experience

Management

Social Brand Engagement

Selection & Enrollment

Unified Workspace

Customer Communicati

ons

Integrated Content Review

BUSINESS

IT

Learn Validate Decide Use Commit

© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Changing the world through digital experiences

WEM helps solve Key Industry ChallengesHealthcare Retail Public Sector /

EducationRetail Banking Media and

Entertainment

Multichannel Marketing

Customer Self Service

Web Compliance

Community Development

Website Optimization

Community Development

Campaign Management

Brand/ Marketing Control

Web Context and Personalization

Multi-Channel Citizen Outreach

Consistent University Sites

Customers are spending more time and money across digital channels

6

ENTERPRISE/BRAND ONE CONTEXT

mobile

social

web

email

$ $ $ $ $

$ $ $ $ $

$ $ $ $ $

$ $ $ $ $

OPPORTUNITY•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 sales going down, ecommerce grew

• The average young American now spends practically every waking minute — except for the time in school — using a smart phone, computer, television or other electronic device, according to a new study from the Kaiser Family Foundation.

! !! !!

!

!

!

!

!

!

!

!

!

! !

Enterprises need to react faster to protect and elevate brand

7

Information and opinions about your brand and enterprise travels faster in the digital marketplace.

ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.

BAD REVIEW!

BAD REVIEW!BAD REVIEW!

BAD REVIEW!

:) :):) :):) :)

:)

:)

:)

:)

:)

:)

:)

:)

:)

:)

Enterprises need to react faster to protect and elevate brand

8

Information and opinions about your brand and enterprise travels faster in the digital marketplace.

ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.

GOOD COMMENT

GOOD COMMENT

GOOD COMMENT

GOOD COMMENT

Enterprises need to react faster to protect and elevate brand

9

Information and opinions about your brand and enterprise travels faster in the digital marketplace.

ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.

:) :):) :):):) :) :)

!!!

65% POSITIV

E35%

NEGATIVE

The web channel will become the mobile channel

10

Mobile UsersDesktop Users

2011

Mobile by 2013 will surpass desktop

Mobile is critical to every enterprise's web 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.

The web channel will become the mobile channel

11

2012

Mobile by 2013 will surpass desktop

Mobile is critical to every enterprise's web 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.

Mobile UsersDesktop Users

2013: The web channel will become the mobile channel

12

2013

Mobile by 2013 will surpass desktop

Mobile is critical to every enterprise's web 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.

Mobile UsersDesktop Users

Enterprises are in a digital race to attract and engage customers

13

5 Critical Elementsneeded to win

Social CollaborationBuild local communities

Online AnalyticsOptimize engagement,user monetization

Multi-siteGovernanceOne global brand, local relevance

Targeted CampaignsProactive, not passivedigital present

Mobile andMultichannel2013 mobile > desktop Will you miss ½ the market?

Web ContentManagement

Meeting bothBusiness and

Marketing Needs

Web ExperienceManagement

5 critical ways Adobe WEM positions you dominate the digital domain

14

Social CollaborationSupport for corporate blogging and forumsacross muliti

Online AnalyticsReal-time targeting, deepintegration with AdobeOnline Marketing Suite

Multi-siteGovernanceMultisite Manageand support

Targeted CampaignsMarketing CampaignManagement enables push

Mobile andMultichannelA single authoring environment and platformspans channel. Device emulation and detection

Adobe Web

ExperienceManagement

Built on the Adobe Digital Enterprise Platform

Productivity

User acquisition & retention

Market share

Revenue growth

BUSINESS ITDEVELOPERS

Reduced cost

Faster development

Freedom to innovate

Reduced QA

Reduce cost

Improve uptime

Improve scale

Web Experience Management deliver concrete enterprise value

5 critical ways Adobe WEM positions you dominate the digital domain

16

Social Collaboration

Online Analytics

Multi-siteGovernance

Targeted Campaigns

Mobile andMultichannel

Adobe Web

ExperienceManagement

Delivered on topof a unified Adobe CEM platform

Global Brands driving Customer Experience with WEM

Media&

Entertainment

Public Sector& Education

Life Sciences

ConsumerGoods

Automotive

Financial Services

Metra Rail’s Website Goes Multichannel

18

Static web presence Slow communications with

customers and poor customer web satisfaction

Weak web traffic and online engagement

Challenges

Why Adobe

Solution Results MyMetra: Targeted

advertising, mobile promotions, location based ads

MyMetra Business: partners to access, download and monitor RFP opportunities.

Improved web channel satisfaction (200% increase in online ticketing)

Improved speed to market (90 days to launch new site)

Increased web activity (40,000 unique visitors per day)

Ease of Use (authors), international support, workflow, open content access.

Targeted Online Experiences – In the Cloud

19

445 hotels and resorts in 45 countries, 600 sites, 10 languages

Poor web update process with bottlenecks for local team updates

Poor authoring workflows leading to delays in new content /updates

Challenges

Why Adobe

Solution Results New configurable

workflow with flexible content and translation support for remote international sites

Looking to integrate with ATG for dynamic content

Rolled out new marketing microsites and a new brand site

Open content access and support

Ease of Use (authors), international support, workflow, open content access.

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

autonomyResult

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.“

22

How to win big with WEMObjective: Select 1 of your top suspects and plan the engagement strategy

CMO/ Marketin

gLOBs

Head of Digital Strategy

(or Digital Marketing)

Identify Target Executive Sponsor

Title: _______________Name: ______________

CIO/IT

Director of IT ________________Solution Architect ____________Primary

Entry Point & Path

Key Partner(s)

InteractiveAgency ________________SI _______________

Alternative Entry PointEngage with IT on:•WCM RFPs•Content Repository trial downloads

23

???