Fundamental Shift in Customer Experience Management at Core of Enterprise Success

The fundamentals of Customer Experience Management (CEM) are changing faster than anyone ever imagined. Consumers are experiencing brand in profoundly different ways than in the past. Companies and government agencies are trying to catch up with this rapid change, asking themselves how they can evolve their brands while leveraging mobile, social and cloud innovations to stay ahead of the competition.

To solve this problem for our customers, I’m very proud to announce today the launch of our new Adobe Digital Enterprise Platform, along with a set of new Customer Experience Solutions built on the new platform. This is one of the most exciting announcements in Adobe’s enterprise business’ history, and a significant achievement on our journey to deliver a complete CEM offering that empowers our customers to support and extend the immersive, multi-channel, digital interactions that their own customers demand.

The Adobe Digital Enterprise Platform gives enterprises the ability to bring together marketing and IT to deliver engaging, authentic solutions that increase brand loyalty and bolster competitive differentiation. I share my thoughts on this exciting announcement in the video below and discuss how complete customer experience means delivering the four Ms: make, manage, measure and mobilize. These four Ms are transforming business for our customers.

We will highlight the capabilities of the Adobe Digital Enterprise Platform and our Customer Experience Solutions at our Adobe Digital Marketing Summit, taking place at the Salt Palace Convention Center, March 20-23 2012 in Salt Lake City, UT. The Adobe Digital Marketing Summit will bring together industry thought leaders, along with Adobe experts and solution partners to showcase the power of combining the art and science of customer experience, starting from the customer’s point of view, to deliver an extraordinary customer journey. I hope you’ll join us on our CEM journey at the first-ever Adobe Digital Marketing Summit.

— Rob

For more information, see today’s announcement. To learn more about the Adobe Digital Enterprise Summit, please visit the Summit page.

Follow me on Twitter @rtarkoff to continue the conversation.


Rob Tarkoff

Senior Vice President and General Manager, Digital Enterprise Solutions As senior vice president and general manager of the Digital Enterprise Solutions Group, Rob Tarkoff leads Adobe's development of comprehensive, integrated technologies and solutions for the desktop and enterprises who want to engage their customers and constituents with information more efficiently and effectively. He oversees the Adobe Acrobat Family, Customer Experience Management solutions and Adobe Connect. Before joining Adobe, Tarkoff held several executive positions at EMC Corporation, including senior vice president and general manager of the EMC Captiva Software Division and senior vice president of business development and channels for the EMC Software Group. Previously, Tarkoff was executive vice president and chief strategy officer for Documentum, Inc. and senior vice president of worldwide business development at Commerce One. Earlier in his career, he was an associate attorney at the law firm of Wilson Sonsini Goodrich & Rosati. Tarkoff is a member of the board of directors for the Lawrence Hall of Science, the largest public science center in the U.S. and has previously served on the board of directors for Borland Software Corporation and Onyx Software. Tarkoff holds a juris doctorate from Harvard Law School and a bachelor's degree from Amherst College.