Posts tagged "customer interaction"

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:
http://engagewithadobe.com/showcase_winners.html

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

Come and Find Me!

More than ever, I recognize the truth of Mark Twain’s famous quote, “when I was a boy of 14, my father was so ignorant I could hardly stand to have the old man around. But when I got to be 21, I was astonished at how much the old man had learned in seven years.” You see, my son has reached the apathetic age of 14.  According to him, I am neither funny nor terribly smart.  Thankfully (again – according to my son) I provide an ample supply of food and access to a vast array of technology.

My son and his generation of ‘assumed network access’ are engaging and interacting in a very different way.  While my wife and I still hurry to get our chores down by 9pm on Wednesday night, so we are ready to watch our favorite show, Modern Family, my son casually hits the DVR or slides out his multi-function, touch screen, always connected, “thing-a-ma-bob” and watches what he wants, when he wants, where he wants.

I, too, find myself slipping into this world.  What with my laptop, BlackBerry and iPad, I am now motoring around the web, consuming content whenever and where ever I please.  I ease my blackberry out of its holster with such ease and skill that even Wyatt Earp would be proud.  But all of this trekking and traversing across the web has to make it hard for a marketer to target me, to find me, to inspire me to take action.  I am not sitting in the living room during ‘prime time’, watching ‘must see TV’ anymore.  I’m on the go.

Chief Marketing Officers clearly have a tough job.  An ever increasing number of their customers are thriving, existing and lurking in the web.  So, CMO’s need to find their customers – live where they live – and insert their message in a compelling and emotive manner.  As media budgets continue to rotate to the web, today’s marketer must create, deliver and optimize campaigns that deliver results, increase revenue, enhance customer satisfaction and improve brand awareness – and that enthrall the customer.  The customer experience is the heart; the life pulse of this movement.  When I look at Adobe’s end-to-end assets, we are incredibly well positioned with our technology and our partnerships to help the CMO find me and pull me in.  And if you desire to learn more about Adobe’s role in shaping customer interactions and conversations, then please join us in New York on August 24th and 25th.  We have a rockin’ event planned and would love to see you there:  http://engagewithadobe.com/welcome.html

It’s a Beautiful DAY!

Did you hear the news today? If you didn’t, then take a read about what’s happening here at Adobe…

This weekend I found myself toiling away, fumbling with expanding my home wifi network. As I was extending my WDS architected network (closet case geek), I noticed that I had 13 devices connected to my little router – 13! I swear that I only have 3 PC’s in the house. But then I remembered the Xbox, the Samsung DVD player, the Seagate NAS drive, the HP printer, the AppleTV and the list went on and on. So, I made two startling revelations: 1) I run the IT department in my house and 2) Toto, we’re not in Kansas anymore.

We ARE connected. Our lives are swelling online, weaving and twining through the fabric of the Internet – we are constantly connected. The shift has happened. And it seems like only yesterday that we impatiently waited for the mesmerizing whir, buzz, garbled beep and connection to the Internet via our US Robotics modem. And now look how far we have come! In a recently published report, it is projected that half of the US population will have a smart phone by the end of the next year.

So, how does this relate to Adobe, you ask? Well, I often find that stringing together separate threads serves to provide focus on a topic and ultimately reveal the answer. So, allow me to continue. During a recent meeting with my friends at Deloitte, one of their top strategists made the complex obvious. He stated that in a constantly connected world companies must establish a customer ‘conversation’. It is no longer good enough for a company to merely be a destination or an online store. In order to ‘thrive’ companies must engage with customers where they are, when they want and how they want.

For me, it has been fascinating to watch Starbucks leverage social media and other online properties to reconnect with their customers – where they exist online — to engage and sustain a conversation with them. I sat on panel a couple of weeks back with Chris Bruzzo, Starbucks’ VP of Brand, Content and Online. Chris has done a masterful job engaging his customers in conversation and community action/goodwill. And the benefit to the brand has been astonishing. Just take a look at Starbuck’s Ideas portal and their V2V initiative. It is very inspirational, engaging and brand reinforcing.

This tectonic shift is electrifying. And, as I mentioned in a previous blog, Adobe is at the center of this movement. We have many of the core pieces to help our customers not just exist but to thrive in this world – from artistic creation to enterprise class RIA tools to analytics to BPM and so much more. And today, we have added another pivotal piece to our customer experience management stack: Web Content Management (WCM). Yep, we acquired Day Software today. WCM provides the ‘voice’ for our customer experience management strategy and customer conversations. Adobe now possess the most complete set of integrated solutions that deliver compelling web experiences from initial design to ongoing communications and interactions with customers, delivering on our stated vision of the web as the hub of the customer interaction. So, look outside, or better yet look online – It’s a beautiful DAY!

To learn more about this acquisition, please visit the following blog post from Rob Tarkoff:
http://bit.ly/AdbeDay