Results tagged “customer experience management”

Earth Day and the Power of Personal Connections

Today is Earth Day, and in 2011 we are encouraged by the Earth Day Network to join its “people-powered” campaign of pledging our acts of environmental service, with the goal of reaching a billion Acts of Green by 2012. It’s no secret that as a company, Adobe has been at the forefront of implementing green operating practices – in fact, we were the world’s first business to achieve four Platinum-level certifications for energy and environmental design excellence by the U.S. Green Building Council.

This year I also find myself reflecting on the various ways that our enterprise technology helps organizations leverage green business practices that ultimately help them decrease their environmental footprint, while increasing business efficiency and connecting people across geographies and time zones.

Acrobat solutions allow our customers to reduce the use of paper documents, while Adobe Connect makes it possible for people to collaborate and communicate globally in real time, helping reduce business travel and its related environmental impact.

For example, the U.S. Government Printing Office was able to save 20 million tons of paper over five years by using Acrobat and LiveCycle to generate, authenticate and share documents electronically. Adobe Connect enabled more than 50,000 SAP employees to communicate around the world instantly, reducing the company’s travel by as much as 90%.

And all along we have been focused with our Customer Experience Management platform on delivering highly personalized, engaging online interactions between enterprises and their customers to power great customer experiences that build brand loyalty without all the environmental damage caused by burning fuel for worldwide travel and wasting paper when electronic means would suffice.

That’s why I found it so interesting when I heard recently about an acquaintance who received a personal, handwritten note – not a personalized email – from leading online retailer Amazon.com, thanking him for his business over the past nine years.  That act of personal outreach had a marked impact.  He not only felt valued by Amazon.com after receiving this note, he now associates a human face with the company.

Can this be done in more environmentally friendly ways?  Of course it can.  Record a quick Flash video and send it on to someone you want to thank.  Send them a personalized PDF portfolio complete with pictures of past experiences together.  The Amazon story is about personal touch – about a real person inside a company reaching out to another real person to establish trust and loyalty.  Just because we are using greener means to communicate doesn’t mean we have to lose the essence of one-to-one personal communication.  In fact in many cases the technology allows us to do it more effectively.

This act of a real person at Amazon.com reaching out to a customer in a very personal way underscores the desire for us to connect with each other, even in our always-on, always-connected online business and personal lives.

We have powerful technology that enables us to know our customers and connect across geographies without the need to ever leave our offices — and that’s a great thing. Yet, we shouldn’t forget that behind the technology lie people.

And so on this Earth Day, I’m going to follow the “people-powered” examples of the Earth Day Network and leverage our great technologies to send something personal – you should do the same!

– Rob

Follow me on Twitter for more perspectives.

 

SUVA uses Adobe LiveCycle Forms solutions to improve customer services and streamline operations

In a recent conversation, Andre Dolder, IT relationship manager at SUVA, told us that he implemented Adobe LiveCycle solutions to automate several key data collection and entry activities. The solution equips employees with electronic forms that are automatically updated, lowering the amount of manual entry and data collection required.

Along with a rich Internet application (RIA), which uses Adobe AIR to create a persistent presence on desktops and mobile devices—the solution enables SUVA field staff to instantly recall existing customer information, make any updates or changes necessary, and have customers sign the documents electronically to complete the application process. Now, instead of processing applications in batches once per week, applications can be processed on a daily basis, helping SUVA deliver services more rapidly and be more responsive to customer needs.

Dolder says that because of the improvements with the Adobe software the company has saved around 800,000 francs annually by reducing the amount of time and resources spent planning for customer visits. Click here to learn more.

Dispatch from Davos

Great (and busy!) first day of the World Economic Forum at Davos today. I feel really privileged to be able to attend this global gathering again this year and was honored to take part in a panel discussion on digital convergence.

The pulse here is cautious – not optimistic. There’s a sense among some that we aren’t sure whether the recovery of 2010 — which appears to have been strong — is holding steady.

A huge part of the discussion at this year’s gathering is the diminishing power of the West to set the tone of debates in finance, governance, education, and to a large extent IT.  The Indian and China contingents feel incredibly empowered to set the course of IT innovation and overall dominance of this recovery.

On the tech front, the key focus is around connectedness and convergence.  How do the business and social norms change when our lives are as connected as they are today?  What does this tell us about the way business needs to change?

In some ways it’s as if Customer Experience Management is the biggest issue in technology right now! Everyone agrees users are driving the changes, and businesses and governments need to be responsive to users.

I really enjoyed the lively discussion on the panel about digital convergence, led by the venerable David Kirkpatrick of the Daily Beast. The panel was a great discussion about the trends in digital innovation that are changing the way we conduct business.

More to come…

– Rob

Follow me on Twitter for more updates from Davos.

Rob Tarkoff Talks Customer Experience Management at Enterprise 2.0 Conference

Rob Tarkoff, SVP & GM of Digital Enterprise Solutions, spoke at Enterprise 2.0 conference yesterday morning, where he discussed the latest in enterprise transformation around customer experiences, and the importance of delivering superior interactions with customers across all channels.  Rob blogged his thoughts on the conference buzz and shares why Adobe is leading the march towards customer experience management.

Read Rob’s blog here.  Tell us what you think!

Adobe Completes Acquisition of Day Software

Last Thursday marked the official completion of our acquisition of Day Software, a Web Content Management (WCM) pioneer that enables firms to build their global web presence and meet rapidly emerging needs for social collaboration. Kevin Cochrane, former Day Chief Marketing Officer, and David Nüscheler, former Day Chief Technology Officer, will also join my team. I would like to extend a warm welcome to Erik, Kevin and David, along with the rest of the talented Day staff, as new members of our Adobe team.

I believe that with this acquisition we can uniquely empower organizations to transform customer experiences over the web and across channels of communications.

As enterprises continue to invest in customer experience management solutions, the industry is at a pivotal point where technology innovation will be driven by user experience and dynamic content.  The combination of Adobe and Day’s people, technology and vision will sever as an important catalyst in the growth of the customer experience market category

For more information see the press release and visit Adobe.com.



Adobe Positioned in Leaders Quadrant of the Magic Quadrant for Business Process Management Suites

Adobe’s Rob Tarkoff, SVP and General Manager, Digital Enterprise Solutions, discusses the announcement that Gartner positioned Adobe in the Leaders Quadrant of its 2010 “Magic Quadrant for Business Process Management Suites” research report.  To read Rob’s blog post and discover the significance of this for Adobe, visit Experience Delivers, an Adobe blog dedicated to Customer Experience Management.

Kumar Vora weighs in on what makes a great “experience” possible?

Kumar Vora, Vice President and GM of the LiveCycle Business, shares his thoughts on rising customer expectations and challenges to making a meaningful experience with your customers. Vora says 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. He believes that 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 read the entire post, please visit the Experience Delivers blog.

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