Posts tagged "customer experience"

Partner LiveCycle Solution Showcase in New York

Six months ago we embarked on a global series of Solution Showcase events where Adobe Partners joined us to present their LiveCycle based solution to a panel of judges. We’ve had some real fun with some amazing, remarkable and well designed solutions and frankly, some ugly ducklings but serve-the-purpose solutions. Adobe delivers the message of user-centric design and customer experience management (CEM) so next week in New York the partner community day is dedicated to User eXperience.

At our Showcase event next week in New York we are looking forward to 13 solution presentations from our global partners:

Pro Technology – LiveCycle IBM Connect Pack
Pro Technology / StreamServe – Output Device Mgmt.
Cardinal Solutions – Optimizer
ALTI – Set on Demand
I-Cubed – IP MultiSearch
SQLI – Tactile HR Application for Retail Stores
SQLI – RIA CRM Flex add-on for SAP CRM
Cognizant –  Enhanced LiveCycle RCA Building Blocks
Pico – ACCS – Advanced Communication Chatting System
SINEQUA – 360 Search from a Business Point of View
4Point – Letter Generation Solution
SmartDoc – Technologies Insurance Automation with LC ES
Web Site srl – webTraining 4.0

The lucky winners of the showcase in New York will join the 16 winners of the previous events in San Jose, Washington and Amsterdam:

To get an idea of what the showcase events are like, here is a video of the recent Amsterdam venue:

From Inside-Out to Outside-In

It’s a panicked sense to terror that courses through me. That’s right. And sure, it may seem like an innocuous and mundane task, but I can sense it lurking in the shadows just waiting to spring into attack: purchase order approvals! You see, I have nothing against spending money, particularly when it’s not mine. But I can’t stand the byzantine maze that I must traverse to approve a PO. OK, so I am over exaggerating a bit. But come on, enterprise applications just have to change. Or, perhaps, should we update Ben Franklin’s famous quote: “in this world nothing can be said to be certain, except death, taxes and horrific user experiences from legacy enterprise applications.”

The user revolt is on!

Last week, some of the senior leadership at Capgemini paid us a visit in San Jose. It is just terrific to witness the traction of user centric computing. Capgemini’s CTO, Andy Mulholland, is a big proponent of the YOU network. And true to form, the team from Capgemini were heralding the era of outside-in development. Their legacy approach of defining data models and construction of applications from the database out to the user is increasingly coming under fire from customers. It is not uncommon for this approach to lead to misaligned user expectations. Capgemini cited some examples where they built applications from the inside-out and in the end the application missed the mark on customer usability. So, they have moved to rapid prototyping of applications starting with the user experience, ensuring that they capture how the user truly interacts with the application. Once complete, they then wire the experience back into the customer’s IT infrastructure. And that’s how your move from inside-out development to outside-in.

For me, I know that the customer driven enterprise has arrived when a company the size, breadth and depth of Capgemini adopts the outside-in model. The YOU network is here. And the ‘YOU’ is us. We are driving change. We have accelerated our technical proficiency through our adoption of the dearth of smart, connected devices that are infiltrating our lives.  We now wield the power and we are no longer tolerant of applications dictating how we use them.

Give me the URL. Let me hit the application. Don’t you dare burden me with 6 weeks of training! Let the intuitive, alluring interface of the application walk me through a natural process of completing a task.

Ed Van Siclen
Vice President, Technology & Partner Solutions

This tsunami is gaining speed

While on my annual version of the Griswald family vacation this week in beautiful Carmel-by-the-Sea (admittedly no Wally World adventure), I took some good natured teasing from family and friends over the most recent Fourth of July holiday. Evidently, I run with a crowd that doesn’t post Blogs, Tweet, IM or live on Facebook. So, I had to explain the rationale behind Blogs and why I was Blogging. It was one of those explanations that elicited bewildered stares, half hearted interest and a yawn (or two). But trust me, I delivered an impassioned argument.

So I must apologize to my clearly enlightened and tech-savvy reader when I state the obvious: the power and relevance of social media has never been greater. Those of us who ‘live’ in the world of technology cannot escape this reality, and this new reality presents even greater risks and challenges to corporations. Think about it. Today, I don’t just tell a few friends about a bad experience – I tweet, blog, Yelp, and post a note on my facebook page — from my PC, mobile phone or tablet – from my office, home or local Starbuck’s hotspot – all of which can touch thousands of people…in real time. Gone are the days where I only complain to a few close friends about a poor customer service experience. Social media has ushered in a new reality that puts at risk a company’s image, brand, customer loyalty and ultimately their revenue. These colliding dynamics are forcing companies to rethink how they provide an immersive, differentiated and compelling customer experience on-line. And Adobe is in the center of that discussion.

Recently, I visited a large telecommunications company in the Asia Pacific region. I met with the Director of Creativity and Innovation. This person’s charter is to “electrify” (his words) the experience between the company and their customers. For me, the most intriguing aspect of this position was the fact that he was hired by the CEO. Make no doubt about it. Customer experience is a C-level priority. All of this is quite simple and really makes perfect sense when you think about it. Just look at our personal lives: if an application or web experience falls short and doesn’t deliver to our expectations, then we shout NEXT! But if an application enraptures and delights us, then we keep coming back. Corporations are beginning to acknowledge that customers are defining their loyalties and brand preferences based upon the experiences that they receive on-line. In order to survive in this new reality, corporations must accelerate their move from black and white, data centric experiences to high definition applications that customers love to use. Now, this director of “creativity and innovation” literally came out of his shoes when we demonstrated how other companies are leveraging Adobe technology to change the game.

As for further evidence of this movement, I just listen to my family and friend bad mouth a given web experience, vowing never to return again…or when I greet the UPS man at the front door as he delivers yet another shipment from Now if only my family and friends would truly embrace this galactic Inter-Web thing (the Internet) and start yelping/blogging/tweeting there would be a lot of companies feeling the sting of delivering a woeful customer experience. And this tsunami is gaining speed.