Posts tagged "Customer Experience"

Adobe Government webinar: Simplifying Service Transactions & Business Processes

Thursday, 12th May 2011 at 2 pm (45 minute programme)

Tomorrow we’re excited to be hosting 45 minutes of engaging insight into how new developments in technology offer simpler ways to transact – and streaming the debate live to your computer.

Public services are moving inexorably online, and the UK population becoming ever more digitally savvy. The panel will be discussing how best to take advantage of new tech developments in order to meet the needs of both the organisation and its customers.

On the panel will be:

  • Glyn Evans, Socitm President, Corporate Director of Business Change at Birmingham City Council and CIO Council member
  • Peter Bole, Director of ICT at Kent County Council
  • Alan Banks, Managing Director, Adobe UK
  • Helen Olsen, Managing Editor, ITU and UKauthorITy

You’ll need to register in advance to access the webinar, and we recommend logging in three or four minutes before we’re due to start – click here to sign-up.

During the programme, which will be broadcast live over the internet using Adobe Connect, we will be asking the audience to participate in polls to gain their views. You will also be able to submit questions to the panel during the interview but due to the volumes we are not able to take all live submissions.

@AdobeEnterprise will also be tweeting live from the webinars and you can follow and participate in the conversation on Twitter using the hash tag #AdobeGovLive.

Banks to take on “Customer Service Battle”

For some time Adobe (particularly here in this blog) has talked about the need for organisations to firmly embrace customer experience management (CEM) and to develop strategies, underpinned by technology, which put the customer at the centre of the organisation. This applies equally in both the public and private sector.

So it was with great interest that I read news announcements yesterday from a number of the UK’s leading banks. Barclays, Royal Bank of Scotland, Santander and Lloyds Banking Group have all made bold pledges to improve their customer service.

These investments to improve customer service range from speeding up the time it takes to issue new bank cards, to refurbishing branches and investing in new technology.

Comments made by Anthony Jenkins, head of global retail banking at Barclays, are particularly interesting: Jenkins makes a strong connection between how improving customer service levels has have a direct, positive impact on shareholder value.

At a time when banks have been cutting costs across their business it’s entirely encouraging to hear such positive talk about investing in customer service. An article in Tuesday’s Independent cites increased competition and the need for diversification of products as driving factors behind this.

The most recent CBI/PwC financial services survey showed banks planning to invest in customer service even though they are cutting costs elsewhere because they need to find new ways to generate income. As well as the fallout from the credit crunch and setbacks on overdrafts and selling payment protection insurance, the banks face competition from PayPal, Tesco, Metro Bank and other new entrants.

Talk of investment in customer service is also not just limited to the banking sector, but stretches more broadly across financial services. A fascinating interview in the Financial Times yesterday with Mark Hodges, Aviva’s UK chief executive also revealed that customer experience ranks high on his agenda. Hodges’ very open and frank assessment is that Aviva’s customer service – particularly within its call centres – just wasn’t very good and they are taking measures to improve it.

One of the most interesting statistics is that by dealing with initial customer calls more thoroughly and conclusively and solving the complaint first time – they have managed to reduce the number of calls to the centre by 20,000. This objective – to reduce the number of calls and increase the quality of customer interactions – is similar to what Adobe is achieving in the public sector with Southwark Council.

17th May sees Adobe UK host its “Experience Delivers Tour”, where technology and strategies to address the customer experience and the customer journey will top the agenda. Some of the stand out keynotes include: The Importance of Customer Experience Management delivered by Kevin Cochrane, VP Customer Experience at Adobe, The new era of experiences: mobile, social and immersive delivered by Ron Rogowski from Forrester and Future of Tablets: next generation of devices with mobile tablets presented by Michael Chaize, Platform Evangelist at Adobe.

Furthermore, there will be a host of opportunities to hear how other organisations are managing their own customer experience. Details of the agenda are available here and you can register for the event now.

Also, keep checking this blog and Twitter (#AdobeCEM) for further details, including customers who will be presenting at the event.

Tom Coppock, solutions architect, Adobe UK

Adobe Experience Delivers Tour, London 17th May 2011

Experience Delivers Tour

Next month the Adobe Experience Delivers Tour comes to London. The 17th May will be day jammed packed with a series of talks and discussions from independent industry experts and Adobe senior executives. It will also be an opportunity to hear from Adobe customers and partners on some of the fantastic work being done right now around customer experience management (CEM).

Presentations, discussions and case studies will include:

  • Importance of Customer Experience Management - Kevin Cochrane, VP Customer Experience, Adobe
  • The new era of Experiences: mobile, social and immersive - Ron Rogowski, Principal Analyst, Forrester
  • How digital interactions are impacting customer experiences - Delivered by Sapient
  • Consumerisation of IT: key driver in increased customer expectations - Delivered by Logica
  • Tomorrow’s Soup: The customer journey - Erik Larson, Senior Director, Customer Experience Product Management, Adobe
  • Future of Tablets: Next generation of devices with mobile tablets - Michael Chaize, Platform Evangelist, Adobe
  • Customer success of devices being used for multiple platform delivery by a leading asset management firm

Three break out tracks: Web Experience Management; User Experience Applications; and Customer Orientated Processes with 9 compelling customer sessions:

Examples include:

  • Strengthening your brand image with a digital platform
  • Delivering an improved customer and citizen service through CSR experiences
  • Improving collaboration and productivity via online meetings and web conferencing for enhanced employee experiences

For more information on Adobe Experience Delivers Tour and for details on how register visit You can also follow updates on the Adobe Experience Delivers London event on Twitter @AdobeEnterprise and we will of course be tweeting, so do follow #AdobeCEM.

Two Adobe Government webinars today

We’re very excited to say that today (Thursday, 14th April) there will be not one, but two Adobe Government webinars taking place. The topics up for discussion are “ID and Authentication”, followed by “Designing and Delivering Intuitive Online Processes and Service Transactions”

Full details of the expert panellists copied below. As ever you need to register in advance to access the webinar – click here and sign-up.

Thursday 14th April 12pm – ID and authentication:

Panellists include Dane Wright, IT Strategy Manager, London Borough of Brent (Mydex pilot and gov gateway) and Gilles Polin, Head of Government Solutions, Adobe

Thursday 14th April 2.30pm – Designing and Delivering Intuitive Online Processes and Service Transactions (Web Experience Management)

Panellists include: Graham Walker, Government Director for the UK Digital Champion; Dr Lorna Peters, Connect Digitally, Dept of Education and Hertfordshire; and Gilles Polin, Head of Government Solutions, Adobe.

@AdobeEnterprise will also be tweeting live from the webinars and you can follow and participate in the conversation on Twitter using the hash tag #AdobeGovLive.

David Nuescheler Discusses What is New in CQ5

Following the launch last Tuesday of our Web Experience Management platform, that included significant enhancements to CQ5 and integration with the Adobe Online Marketing Suite, many have asked what is new in CQ5. To answer this, David Nuescheler, VP of Day products and technology here at Adobe, had a short Q&A with our sister blog, Experience Delivers. The video is below and if have any questions let us know.

Transforming the Customer Experience

This week has been a busy one for us here at Adobe as you may have seen that we announced a significant milestone in our customer experience management (CEM) platform, notably the arrival of our new web experience management (WEM) solution. The ability to truly deliver a multi-channel experience, integrating mobile, social communities, is now a reality for the digital enterprise.

Why we see this important is in today’s world is because marketers need to get into the mindset that a good customer experience correlates to customer loyalty and resulting in increased sales. With consumers researching and buying using multiple channels, often blending paths for a single purchase, the smart marketer has been faced with a real conundrum. They need to have the ingredients for a successful web experience strategy across all consumer touch points.

Enterprises online need to be able to deliver localised and relevant content for targeted multi-channel campaigns if they are to remain competitive. It’s because of this need to join the dots of digital content that we have reinforced our position in the Web Experience Management market.

Check out the short video from Kevin Cochrane below that goes into a little more detail on what web experience management means for business and we’d love to hear what you think.


Cloud, Procurement and Utility Computing in the Public Sector

Thanks to everyone that joined us for the recent Adobe government webinars with ITU Live. It was another really interesting debate. It’s great to see a panel of eminent experts from the industry who are also so “hands-on” in shaping the future of government IT, expressing their opinions in an open and challenging forum.

The topic was Cloud Computing and sparked a lively discussion about the barriers to innovation that are created by the public sector procurement process. A full video of the webinar is available here please do take the time watch.

I’ve also pulled out a few bullets below from the session which I thought were particularly insightful. Do feel free to add your own thoughts about this via the comments section within this blog. We always keen to hear what you have to say.

  • Liam Maxwell, IT specialist and Conservative councillor at the Royal Borough of Windsor and Maidenhead, argued that government needs to focus its attention on transparency, personal identity and cross-platform in the cloud to reduce IT spend in local government. A pioneer in his own constituency Liam is championing cloud computing with a view to moving most of Windsor and Maidenhead’s IT into the cloud within the next three years – a bold ambition to say the least.
  • Liam states that one of the key things about localism and the localisation of services is that “it should be possible for someone to set up a trestle table in the town centre and open a government office providing services where and as they are needed”. I agree that cloud technology is certainly an enabler for that vision.
  • He was also discusses that the public sector can do ‘Better for Less’ – a sentiment which Mark O’Neill, CIO at the Department of Communities & Local Government, and lead on the government’s new ‘skunk-works’, also felt.
  • Mark explained how he believes the Comprehensive Spending Review has become a catalyst enabling local and central government to “rethink the business model”, and that this is an opportunity which comes along very rarely in IT.
  • Alan Banks, MD for Adobe, completed the panel. Alan brought an IT vendors perspective to the proceedings. Alan commented that, “the model for government IT is changing and there will be no more monolithic IT projects.” He also led the panel in a discussion about the need for open standards and innovation. This a topic also close to Liam Maxwell’s heart, who said that a staggering £51m saving could be achieved by moving to an open document format within government.

Discover how Customer Experience Management can transform private and public sector

Two important dates to put in the diary next week for anyone interested in customer experience management (CEM). Adobe, in partnership with Local Government IT in Use, will be hosting two live webinars exploring the importance of CEM and providing real, practical advice into how CEM should be integrated into everything an organisation does.

Details of the webinars are listed below. Both webinars will be broadcast live over the internet using Adobe Connect simply click here to register to watch the interviews live, specify which webinar you are interested in and link will be sent to you on the morning of the webinar.

We’re also keen to make these sessions as interactive as possible, so if you have a question which you’d like to put to a member of the panel in advance of the webinar then now is the time to ask -  just click here to submit your question and the panel will endeavour to answer it. You can also submit questions during the live webinar itself.

Tuesday 28 September. 2pm (UK time). Customer Experience Management and the Citizen – Can a focus on citizen experience drive down costs in public service delivery?

With budget cuts in the public sector a continuing reality and next month’s Spending Review on the horizon, the panel will explore how technology and a focus on customer insight, or experience, can cut through organisational silos, drive up service standards and deliver much needed efficiency savings.

The panel will include:

  • Dr Paul William, Basildon & Thurrock NHS Trust and Electronic Medical Records
  • Nigel Kelly, Ministry of Justice’s e-Working Programme
  • Johan Salenstedt, Managing Director Nordics, Adobe
  • Helen Olsen, Managing Editor, LGITU magazine and

Wednesday 29 September 2pm (UK time). Customer Experience Management – What makes a great customer experience?

Three factors – usefulness, usability, and how enjoyable the experience across all interaction channels – are key to creating happy customers, says Forrester. The analyst’s research also concludes that these three indicators are not only measurable, but critical to an organisation’s success.

The panel will include:

  • Jonathan Browne, Senior Analyst, Forrester Research
  • Jon Atkin, Scandocs,
  • George Neill, Experience Architect at Adobe UK
  • Helen Olsen, Managing Editor, LGITU magazine and

We’ll also be tweeting live from @AdobeEnterprise and if interested in following the conversation the tag is #LGITUlive.

Government Websites, Budget Cuts and Public Services

Earlier this month Alan Banks, managing director for Adobe UK, got together with a number of top players from three of the Governments ‘super-sites’ to discuss the role that online government will play in helping to address the public spending budget cuts.

The discussion entitled Government websites, budget cuts and public services involved, in addition to Alan, David Dinsdale, programme director at businesslink; Guy Ker, publishing director, Directgov; Bob Gann, head of strategy at NHS Choices; and was hosted by Helen Olsen, editor of Local Government IT in Use (LGITU).

The group explored the implications of the Government’s review of its website domain and whether online citizen and business self service can help the public sector continue to deliver high quality services in the face of unprecedented budget cuts.

It was streamed live through LGITU Live with viewers encouraged to vote on a series of questions posed throughout the debate. The poll showed that viewers unanimously agreed that online services can maintain public sector service quality whilst at the same time reducing costs. Although, the role of an online brand as an essential element in delivering cost effective online services or as a way to encourage a sense of place and community was more divisive. More details of the poll can be found here.

A summary of the discussion can be viewed below, and we’d love to hear what you think.

Manifesto for a Networked Nation is a Rallying Call for Digital Britain

This week saw the launch of the Manifesto for a Networked Nation. The report from Martha Lane Fox, UK digital champion, once again sees the issue of Digital Britain and an engaged digital society, raised to the top of the public and media agenda.

The report leads with a headline stat there are 10 million people in the UK who do not have access to the internet. This huge chunk of British society is thereby excluded from the benefits that being online brings, such as access to 24-hour public services, accessibility to a wider and more price-competitive range of goods and services, new communication tools like email and Skype, online social networks and so much more.

The objective laid out in the report is that these 10 million people should be brought online by the end of this Parliament (2012) – this should be our “Olympic legacy”.

This renewed focus on bringing all of British society online is good news for public and private sector alike.

At Adobe we’ve seen first hand how organisations within the public sector have made exceptional progress in extending the reach of online services. Adobe customer Southwark Council is one very good example where citizen engagement has improved dramatically – by moving more public services online – but at the same time the cost of delivering these services has been reduced.

Similarly, in the private sector organisations welcome the opportunity to engage with more customers through online channels, servicing them more efficiently.

There is a lot to be done to achieve what is set out in the Manifesto. And, a Networked Nation will succeed if both public bodies and private organisations strive to be as innovative and creative as possible in not only getting the 10 million online, but by creating content that is easily accessible, engaging and relevant to the lives of the British population.