Comments What makes a great "experience" possible?
In today’s web-centric world, organizations are challenged with ever-increasing customer expectations. Because of the extraordinary access the web provides, customers expect that they should be able to interact with an organization in any number of ways at any time – from enrolling for a new account via a mobile device, to reaching a customer service representative via online chat.
Compounding the challenges of creating meaningful experiences over the web for customers, partners and employees is the issue of technology. The Social Web is driving the New Social Enterprise to deliver faster, richer, more intuitive interactions, but for the most part these social applications are not integrated with core business processes. For example, enterprise solutions such as CRM are mainly focused inward and do a good job of managing customer data in support of sales, but they have not helped to transform the experience customers have over the web.
At the same time, the “rip and replace” approach is simply not an option for organizations as they look to keep costs under control, and ideally gain some returns on the technology investments made over the years. They need to be able to build on the systems they already have in place. Reaching the right balance of self-service and personalized service that delivers rich, meaningful experiences for customers – while improving the bottom line – is the state of nirvana for conducting business online.
To deliver a great experience, organizations must provide a high standard of quality across multiple channels, including online and mobile, in line with customer preferences and personal choices. That’s a tall order. And that is why at Adobe, we are focused on providing solutions for customer experience management that help businesses deliver intuitive and efficient interactions that build customer loyalty, reduce operating costs, and create market differentiation.
In the coming weeks, we’ll dive deeper into the technologies that help create a great customer experience, and integrate with existing enterprise data and processes to deliver a more complete view of customer relationships. For example, we’ll look at how LiveCycle Enterprise Suite is instrumental for building applications that combine a rich user experience with business processes, content and enterprise systems. And we’ll look at how LiveCycle Collaboration Service and Adobe Connect can enable real-time collaboration by adding interactive chat and live meeting options to customer service applications. Of course, measurement is imperative, so explore how to measure and optimize the customer experience through Omniture and LiveCycle Business Activity Monitoring.
Most importantly, we’ll discuss the significance of delivering consistent great customer experiences through ubiquitous runtimes like Flash Player, Adobe Reader and AIR, making it possible to interact with customers across channels, platforms and devices. So stay tuned.
Kumar Vora,
Vice President and GM, LiveCycle Business
Kumar, it is refreshing to see Adobe’s recognition and action around the significance of customer experience. Adobe has a unique opportunity to both deliver meaningful customer experience to their customers and to leverage powerful Adobe tools for their customers to provide improved customer experiences. Furthermore the awareness you are creating in the business community of the importance of customer experience is very exciting. Looking forward to more posts.
Adobe has been a real breakthrough in terms of innovation, technology and creativity. When you refer to reacher, faster and more intuitive interactions you are defining the experience I got when using Adobe products. Thank you very much.