© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Innovation SessionMake Customer Experience Management Your New Obsession
© 2018 Adobe Systems Incorporated. All Rights Reserved.
Agenda
• 9:00 – 9:05:
• 9:05 – 9:30:
• 9:30 – 10:10:
• 10:10 – 10:30:
• 10:30 – 11:10:
• 11:10 – 11:50:
• 11:50 – 12:00:
Welcome
Introduction to Adobe Experience Cloud
Customer Acquisition
Personalized Experiences
Break
Content Velocity
Summary
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Make Customer Experience Management Your New ObsessionAdobe Experience Cloud Overview
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Not Products
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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© 2018 Adobe Systems Incorporated. All Rights Reserved.
1.6xbrand
awareness
1.9xaverage
order value
1.9xreturn on ad spend
1.6xcustomer
lifetime value
1.5xemployee
satisfaction
1.7xcustomer retention
1.6xcustomer
satisfaction rates
36%Faster
revenue growth rates
Making Experience Your Business Is Good For Business
https://wwwimages2.adobe.com/content/dam/acom/en/experience-cloud/research/roi/pdfs/business-impact-of-cx.pdf
© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Escalating Customer
Expectations
New Engagement &
Business Models
Existing Systems Struggling to
Interoperate & Scale
Enterprises Are Challenged to Deliver on the Customer Experience Agenda
© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
CUSTOMEREXPERIENCE
MANAGEMENT
Commerce
Lead Management
Display Advertising
SEM
CustomerCare/Support
Content Creation
CDP
Identity Resolution
Cross-channel Campaign
Management
Orchestration
Mobile
Call Centers
DMP
Customer Loyalty
DSP
Personalization
Asset Management
Web Content Management
Marketing Attribution
Social
CRM
Customer Intelligence
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Buy Use RenewTryDiscover
Customer Experience Management
© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Pillars of Customer Experience Management
Content Velocity
Open, Real-time Unified Profile
Cross-Channel Orchestration
EcosystemIntelligence
Content Creation & Management Leadership
Customer Analytics/Data Management & Platform
Leadership
Real-time, Cross-Channel, Experience
Delivery Leadership
Adobe Sensei AI Leadership
Partner & Developer Leadership
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.19
Adobe Experience Platform
Adobe Analytics CloudAdobe Advertising Cloud Adobe Marketing Cloud Adobe Commerce Cloud
Adobe Analytics
Adobe Audience Manager
Adobe ExperienceManager
Adobe Campaign Marketo Engage
AdobeTarget
Magento Commerce
Adobe Sensei
Search DSP
Creative
Adobe Experience Cloud
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
CONTENT
DATA
DELIVERYMedia Management
and Optimization
Adobe Media OptimizerCross-channel and
Customer Engagement
Adobe CampaignTargeting and
Personalization
Adobe Target
Adobe Experience Manager • Experience: Content and Digital Asset Management
Adobe Audience Manager • Segment: Persona and Audience Management
Adobe Analytics • Analysis: Digital behavior, reporting, and measurement
Magento Commerce Cloud • Commerce EngineCOMMERCE
SEM Display AdsSocial Ads
Acquisition
P A I D M E D I A
Store CatalogPrint
Conversion
Web App Screens
D I G I T A L & O F F L I N E C H A N N E L S
CallCenter
Assoc.App
C U S T O M E R C O M M U N I C A T I O N
SocialDirect Mail
SMS Texts
Retention
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.21
Adobe Experience Platform
Adobe Sensei
Adobe Sensei
Adobe Sensei is the technology that powers
intelligent features across all Adobe products to dramatically
improve the design and delivery of digital experiences, using
artificial intelligence,, machine learning, and advanced
algorithms in a common framework.
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Sensei in Adobe Experience Cloud
• Algorithmic Attribution
• Anomaly Detection
• Contribution Analysis
• Audience Clustering
• Propensity Modeling
• Segment Compare
• Intelligent Alerts
• Auto Allocate
• Auto Target
• Automated Personalization
• Personalized Recommendations
• Lookalike Modeling
• Segment Size Estimator
• Auto Targeting
• Budget Optimization
• Simulations & Forecasting
• Spend Recommendations
• Campaign KPI Optimization
• Viewability Optimization
• Smart Tagging
• Smart Crop and Layout
• Visual Search
• Smart Moderation
• Expert Scoring
• Automatic Text Summarization
• Automated Forms Conversion
• Predictive Subject Line Optimization
Adobe Analytics Adobe Audience Manager Adobe Advertising Cloud
Adobe Target Adobe Experience Manager Adobe Campaign
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.23
Adobe Experience Platform
Adobe Sensei
Adobe Experience Platform
Adobe Experience Platform is the first purpose-built customer experience management platform.
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Stre
amin
g
Dev
elop
men
t Fra
mew
ork
Behavioral
Transactional
Financial
Operational
3rd Party
Data Input: Sources Activation
ISV Apps
Adobe Solutions
Other
Custom Apps
Data Pipeline & Semantics
Real-Time Customer Profile
AI andMachine Learning
ApplicationDelivery
Data Collection
Experience Data Model
Data Connectors Service
Data Streams Service
Profile Lookup
Segmentation
Identity Resolution
Governance
Query
Data Science
Stitching
Decisioning
Delivery
Triggered Journeys
Adobe Experience Platform
Adobe Experience Platform
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
10/10Largest Global Auto Manufacturers
9/10Largest US Media Companies
10/10Largest US Financial Institutions
9/10Largest Global Hotel Chains
8/10Largest Global Airlines
9/10Largest US Internet Retailers
Adobe Experience Cloud
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
RETAIL HIGH TECHTRAVEL
Customers - APAC
MEDIA & ENTERTAINMENT
B2B & MANUFACTURING EDUCATION FINANCIAL SERVICES + HEALTHCARE
© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe’s Promise
THAT DRIVE BUSINESS IMPACT
STANDOUT DIGITAL EXPERIENCES WE HELP OUR CUSTOMERS DELIVER
© 2018 Adobe Systems Incorporated. All Rights Reserved.
Agenda
• 9:00 – 9:05:
• 9:05 – 9:30:
• 9:30 – 10:10:
• 10:10 – 10:30:
• 10:30 – 11:10:
• 11:10 – 11:50:
• 11:50 – 12:00:
Welcome
Introduction to Adobe Experience Cloud
Customer Acquisition
Personalized Experiences
Break
Content Velocity
Summary