With so much choice in the market, our loyalty as consumers is only as strong as our last purchasing experience and interaction with a brand. We all know the levels of service we expect – and how readily our custom can be taken elsewhere. It takes just one bad experience, and we can be lured away by all the other choices out there, turning our backs on a brand for life.
In a world where customer experience now defines your brand, the competition for customer loyalty has become fierce– our latest research reveals one in three consumers will abandon a brand with poor customer experience.
Winning the moments that matter
I’ve had many conversations with CEOs, CMOs, and CIOs who tell me they are mastering and continuing to evolve the art of crafting top-quality experiences and content. But, in some areas – namely personalised targeting in the right context – they’re still struggling.
If leading brands are able to take that all-important step towards delivering their top-quality, creative experiences with expert precision, they’ll find themselves ahead of the competition, winning the heated customer experience battle.
More often than not, brands just can’t react quickly enough – with the content at the right time – to cater to their customers’ individual needs in that moment. And in a world where moments matter, where everything is constantly on the move, transforming the customer experience in this manner has never been more important.
This is where the cloud comes into its own. Offering agility at scale, the cloud is the great enabler for digital transformation and delivering amazing experiences to people: from timely engagements and activations, to the delivery of a product or service right when the customer needs it most.
Which is why we’re so excited about what’s coming next.
Customer Experience Management reimagined: Adobe Experience Manager as a Cloud Service
For many years, Adobe Experience Manager has been the customer experience cornerstone for many of the planet’s largest brands – such as Vodafone, Virgin Atlantic, Prada and McLaren.
And to continue helping brands push the boundaries of delivering rich and relevant experiences – no matter their size or maturity – we’re constantly looking for ways to evolve and innovate our products and services.
Which is why we’re reimagining Customer Experience Management and launching Adobe Experience Manager as a Cloud Service.
World-leading brands like sportswear manufacturer UnderArmour and mapping software provider Esri – alongside CMO by Adobe and Inside Adobe – are among those already reaping the benefits and transforming their customer experience.
They’re taking advantage of a truly transformative cloud service and the only product on the market that can successfully combine the blazingly-fast speeds of a platform-as-a-service, with the in-house levels of customisation and extensibility that many in the C‑suite are crying out for.
Companies live on Adobe Experience Manager as a Cloud Service are already enjoying 50 percent faster ingestion time and 40 percent boost in administrative efficiency. There’s zero downtime resulting from regularly scheduled updates, and an over 20 percent surge in author productivity.
A milestone at the heart of innovation
The power of the cloud lies in its ability to make seamless omnichannel experiences the new normal. Disparate teams from across the world who, previously, would have had to struggle with loaded email chains spanning multiple time zones, now have instant access to the same assets and channels, regardless of their location.
Time and context are of the essence in purchasing decisions. Bad timing or poor context, and you could lose a customer forever. But give them the right experience at the right time, and they’ll come back for more. By managing it in the cloud, brands can shape their customer experience based on real-time knowledge of the customer.
After all, content without context is just information. Without context, commerce just doesn’t happen. With the cloud, brands have a priceless digital foundation to unleash their creative potential and create transformative customer experiences.
Innovation should sit at the heart of everything a brand does – and we know our customers are increasingly looking for more ways to innovate and move faster. We’ve made the shift ourselves, and by taking Adobe Experience Manager to the cloud, we help brands deliver the best experiences possible to their customers, guaranteeing repeat custom – and driving business growth.
Find out more about the ground-breaking launch of Adobe Experience Manager as a Cloud Service and how it can transform your brand’s customer experience.