customer experience management from adobe
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Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.TRANSCRIPT
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 1
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
Agenda
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Convenient, Meaningful, User-Centric Experiences
2
Selection & Enrollment
Unified Workspace
Integ. Review & Dashboards
Social Brand Engagement
Web Exp. Management
Customer Communicati
on
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe’s Customer Experience Solutions
3
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
BetaBetaBeta
Learn Validate Decide Use Commit
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Digital Enterprise Platform: Modern Technology DNA for Context
4
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.
Social First*(every user is a contributor and has a social graph)
*context is a first-class citizen, everybody is a contributor.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Adobe Enterprise Solution
5
ANY CLIENT
ENTERPRISE BACKEND
ERP CRM ECM LDAP RDBMS HR CUSTOM
ADOBE CREATIVE SUITE 5
ADOBE ONLINE MARKETING
SUITEADOBE DIGITAL ENTERPRISE PLATFORM
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
What’s New in Adobe Digital Enterprise Platform
6
For Business :• Content and Applications• Customer Communications
• Secure Interactive Statements• Correspondence Management UX
• Integrated Content ReviewFor 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.
Adobe Advantage
7
ART SCIENCE
Adobe DigitalEnterprisePlatform
CMO CTO
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Advantage
8
ManageManageExperiencesExperiences
MeasureMeasureDataData
MobilizeMobilizeDistributionDistribution
MakeMakeContent & AppsContent & Apps
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Advantage
9
ManageManageExperiencesExperiences
MeasureMeasureDataData
MobilizeMobilizeDistributionDistribution
MakeMakeContent & AppsContent & Apps
Reach your targeted audiences across all digital channels
Create an interactive, fun, and differentiated brand experience
Build once and deploy to any digital channel
Gain real-time insights across customer interaction channels
Drive demand and optimize conversion for increased revenue
Optimize marketing investment
Deliver contextually relevant experiences
Transform customer engagement to increase awareness and loyalty
Optimize IT investments to gain business agility
Create and publish engaging digital experiences
Any Medium Web, video, print
Any Screen
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Large, White-hot Addressable Market
10
Sources:Current Customer Experience Management Market: Adobe analysis based on Gartner enterprise software market reportAdjacent Customer Experience Management Market: Gartner and Adobe analysisWeb Conferencing: IDC, Frost and Sullivan, Weinhouse Research and Gartner
3,047 3,648
4,359 5,130
2010 2011 2012 2013
Current CEM Market Adjacent CEM MarketWeb Conferencing Market
$8,948M
1,261
1,475
1,351 1,622
1,947
2,343
$7,567 M
Current Markets
AdjacentMarkets
$4,398 M $5,270M
CAGR~
20%
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Supported by a Customer Experience Management Ecosystem
Independent Software Vendors
Community Partners
Digital Agencies
Global System
Integrators
Regional System Integrators
Management Consulting
FirmsValue Added
Resellers
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Leading a New Ecosystem of CEM Partners
12
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
“This is one of the biggest enterprise announcements the company has made to date. Indeed, Adobe’s new WEM solution represents a big step towards delivering a Customer Experience Management (CEM) platform.”
eWEEK
Validated by Industry Analysts and Thought Leaders…
“It’s never an easy task combining the products of two purchased companies to create a new product, but Adobe appears to be onto something with this.”
FierceContentManagement
“Adobe references demonstrate some of the most interesting case studies of how combining information content (not just documents) with human interactions and automated activities can deliver a very engaging and differentiating customer experience.” – Source: Gartner. “Magic Quadrant for Business Process Management Suites”
“The piece that has been missing is the focus on the customer experience as a whole; in most cases, the customer focus is secondary to the applications, the channel, the products, and the business goals.” – The Patricia Seybold Group
“I’m not easily impressed, but it seems that CQ5 can become Adobe’s most interesting product of 2011.”
CIO Insight
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
History matters
14
1983 my biggest wish was … “having more than 7 colors”
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
… because I had only 7
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Where Adobe came from
PDF Generator
OutputProcess Management
Content ServicesDigital Signature
Rights Management
Forms Server
Reader Extensions
Collaboration ServiceDesigner
Solution Accelerator
CPU USER
SERVER
RECEIPIENT
DOCUMENT
INSTANCE
CLUSTER
Data ServicesBusiness Activity MonitoringMosaic CQ5 WEM
Multi Site Mng. Mobile
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Where did we go toDigital Enterprise Platform editions—Pictoral view
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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.
Customer Communications Solution: What’s New
19
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.
ES2.5 (Before)
21
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe’s Customer Communications Solution (After)
22
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Integrated Content Review Solution: New
Creative Suite + Review Workflows + Digital Asset Management
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe’s Integrated Content Review: Powerful review workflow
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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
2525
Multiple Channels One Customer Context
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
2011 Global Customer Experience Traction
26
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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.
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.
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.30
Bill Gates said once: „your most unhappy customers are your greatest
source of learning“
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 31
???
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
1. Go Mobile with Web Experience Management to acquire and reach new customers
2. Get Digital with customer communications3. 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
A Call to Action