Getting Started with Adobe Customer Experience Solutions

Adobe Customer Experience Solutions help create, manage, and deliver high-impact, personalized interactions that captivate customers and extend brand values across digital channels. Powered by the Adobe Digital Enterprise Platform (ADEP), these solutions include rich enterprise applications and friendly user interfaces.

To understand Adobe’s Customer Experience Management philosophy and roadmap, view this great interview by Ben Watson, Adobe’s principal customer experience strategist.

Ben talks about Customer Experience Solutions as being integral to the manage part of Adobe’s becoming a make, manage, and measure brand.

So ultimately, we are becoming the make, manage and measure brand, as I think about it, in the enterprise. While we are probably still best known for ‘make’, in terms of Photoshop, Illustrator – our design tools – Acrobat for making documents, Flash for making multimedia presentations on the web or for delivering and making applications, and delivering an actual interactive application. I would argue that in the web space we are pretty well known from a measuring perspective as well. The acquisition of Omniture a few years has grown into the Adobe Online Marketing Suite, and we have a strong set of tools there around, not just measurement of web activity, but now measurement of social activity analytics that are relative to the communities you might be forming at an enterprise, or also your work that you do with third party communities, like the major social networks, etc.

Here in the middle are these set of technologies that I am focused on which are ultimately the management. By management I mean web content management, business process management and rolling all of this up under the umbrella of customer experience management.

You can read the transcript of the interview here.

While you’re reading up more and getting started, here are a few other resources you’ll find helpful:

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About Samartha Vashishtha

Samartha Vashishtha works as a Content and Community Lead for the Adobe LiveCycle Enterprise Suite. He enjoys documenting workflows and using visual approaches, such as infographics, in his work to make it dead simple for readers to understand complex scenarios. Samartha has been actively blogging and using social media channels to engage the user community. He is also a moderator for "The LiveCycle Post", a community content aggregator for LiveCyle (see http://blogs.adobe.com/LiveCyclePost). At the STC Summit in Sacramento in 2011, Samartha delivered a well-received case study on the Adobe Community Help model. He has published several papers and articles in leading industry journals, including Intercom and the IEEE PCS Newsletter. While his professional interests include Web analytics (he is an Adobe Certified Expert in SiteCatalyst), content optimization, and SEO; beyond work, Samartha is a published bilingual poet, gadget aficionado, and intermittent technology journalist. This profile was written in third person by Samartha himself.
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