Customer Experience Management from Adobe

© 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


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


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.


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


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


Adobe Advantage

7

ART SCIENCE

Adobe DigitalEnterprisePlatform

CMO CTO


Adobe Advantage

8

ManageManageExperiencesExperiences

MeasureMeasureDataData

MobilizeMobilizeDistributionDistribution

MakeMakeContent & AppsContent & Apps


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


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%


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


Leading a New Ecosystem of CEM Partners

12


“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


History matters

14

1983 my biggest wish was … “having more than 7 colors”


… because I had only 7


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


Where did we go toDigital Enterprise Platform editions—Pictoral view


Web Experience Management Solution: What’s New

Adobe Online Marketing Suite Integrations: Scene 7 Survey and Test & Target enhancements


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


ES2.5 (Before)

21


Adobe’s Customer Communications Solution (After)

22


Integrated Content Review Solution: New

Creative Suite + Review Workflows + Digital Asset Management


Adobe’s Integrated Content Review: Powerful review workflow


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 Global Customer Experience Traction

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


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


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

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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

Customer Experience Management from Adobe

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