why is adobe in the cxm market ?
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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. 2
Ashraf Jarad , Account Manager / Saudi Arabia
Dieter Hovorka, Technical Manager Solution Consulting EMEA
Adobe MENA
Established HQ in Dubai, May 2009
Adobe MENA
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Selection of Adobe Enterprise Customers in MENA
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4
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.
Adobe® Digital Customer Experience ManagementDieter Hovorka | Technical Manager MENA/MED/SAH, Solution Consulting
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Changing the world through digital experiences
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe in the Enterprise
Rich Internet Applications
Interactive Media/Websites
$3B
$2BElectronic DocumentsA
ddre
ssable
Mark
ets
Adobe Revenue
Time
Publishing$500M
We Will Change the Enterprise. CEM Leadership is Rightful Heritage.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 8
Receive promo for product
Researchproduct online
Receive mobilead for product
Search onlinefor product
Join Facebookcommunity forproduct
Research accessoriesfor product
Buy accessoriesin store
Receive productupdates
See TV adfor product
Buy productonline
Visit storefor help
Visit store to get help with product
View video for newer product
New Interaction Channels are Changing How Consumers Engage
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9
IT Needs to Respond with Agility to Changing Landscape
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 10
Digital Wave is Changing All Aspects of Business
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The winners’ circle: One out of nine
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Customer Experience Management Opportunity
12
SalesMarketing Services
Customer Support
Retail Operations
Global Distribution
Call Centers
THE COMPANYBrand + Business Goal
THE CUSTOMERContext + Experience
“BACK-END” SYSTEMS OF RECORD (ERP, CRM, ECM, PLM, …)
Mobile
Social Web Email PhoneCorresponde
ncePrint
In Person
CUSTOMER EXPERIENCE MANAGEMENT
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Customer Experience Impact: Three Pressure Points on the Business or Mission
13
Adobe CEM is designed with the goal of turning these pressure points into opportunities
End User LOB/Marketing IT
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
I am your customer or employee
I am confident in front of a screen.
I make decisions based on experience
End User
COMFORTImmediate
ENTERTAINMENTReferenced
WELLNESSTransparent
FINANCIALPersonal
Customers have been retrained to expect seamless experiences in front of a screen
EDUCATIONDisaggregated
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
© 2010, TCG Advisors LLC, April 11, 2023
Customer Experience Innovation…for the past five years
Enterprise Experience
(Not so Hot)
Consumer Experience(Hot)
Bridging the gap is an enterprise
opportunity…
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Business & marketing professionals see the opportunity to differentiate
I am your Line of Business Professional.
I want to effectively engage.
Am I digitally agile?
DEVICESMandatory
TOOLSRelevant
TRADITIONALOptimized
CONTENTDynamic
COMMUNITIESSocial
LOB / Marketing
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Experience impacts the bottom line
Negative
Positive
Brand extension
Community support
Self service
Product insight
Loyalty
Sales acceleration
Channel friction
Churn
Low ROI
Brand erosion
Increased Cost
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
IT professionals are adapting to rapid digital change
18
I am your enterprise IT professional.
I want to support my business strategy.
Is my infrastructure modern?IT Department
CLOUDEfficiency
APPLICATIONSInfinite
USERSDemanding
MOBILEDisruptive
MULTI-CHANNELTurnkey
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
To the user, the interface is the system
IT
User
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Provides the Next Generation of Digital Customer Experience
Adobe Customer Experience Management is a modern enterprise platform and set of solutions for delivering immersive, multi-channel digital experiences that transforms how enterprises engage, acquire, and service today’s consumer.
End user LOB/Marketing IT
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
It Takes A Complete Approach
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
An Approach that is Uniquely Adobe
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Customer Experience Management Opportunity
23
SalesMarketing Services
Customer Support
Retail Operations
Global Distribution
Call Centers
THE COMPANYBrand + Business Goal
THE CUSTOMERContext + Experience
“BACK-END” SYSTEMS OF RECORD (ERP, CRM, ECM, PLM, …)
Mobile
Social Web Email PhoneCorresponde
ncePrint
In Person
ADOBE DIGITAL ENTERPRISE PLATFORM
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24
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