I won’t lie, I really wanted to dodge the cliché at the beginning of this blog by avoiding the phrase: “This year’s Summit Sneaks has been the best one yet”. But after comic cavalier and this year’s Sneaks host Jack Whitehall took to the Adobe Summit EMEA stage with me to delight over 6,000 attendees with his unique mix of brassy bravado, while showcasing some stunning technology that’s poised to transform the future of the customer experience along the way, I feel that not leading with this statement would have been misleading. This year’s Sneaks really has been the best one yet.
For background, Summit Sneaks is a technology showcase that gives curious marketers, analysts, and techies alike a glimpse at the cutting-edge technology currently being developed in Adobe’s R&D labs, including the latest in AI, mixed reality, and voice.
Each year, Adobe’s engineers, researchers, product managers, and UX designers have the opportunity to submit proposals for a chance to present their work at Adobe Summit EMEA. The audience’s favourite Sneaks have a solid track record of eventually becoming Adobe product offerings, with Smart Layout in Adobe Experience Manager and Attribution IQ in Adobe Analytics to name but two.
On the air travel scene, lengthy layovers usually conjure up images of packed airport lounges, screaming toddlers, and tediously long waits for connecting flights. But technology is now beginning to project an air of calm and comfort during an otherwise unnecessarily stressful experience.
Mobile apps are using augmented reality to create ‘AR zones’ within airports, which essentially act as an interactive terminal map. Travellers can explore different stores and shops dotted around the airport, from bookshops to bakeries, and are presented with personalised promotional offers, which can then be instantly redeemed through their digital wallet. After all, who doesn’t want to tuck into a double-chocolate chip cookie while flicking through their favourite magazine or book?
This wanderlust-inspired Sneaks represents a refreshing and much-needed upgrade to the in-airport experience, an ordeal that most travellers view as a necessary evil to be navigated on their way to more exciting places. It neatly showcases how tight integrations across Adobe Experience Cloud can deliver the technology backend to quickly build and scale AR experiences, bringing together 3D content and delivery with commerce, analytics and personalisation capabilities.
From one kind of journey to another. When marketers make decisions about the customer journey, they’re typically driven and dictated by historical data. For instance, if a subscription service identifies a group of users who have unsubscribed, they will then target those people with strategic content in a bid to re-engage them.
But this approach is far from ideal. It’s reactive, the brand is clearly labouring one step behind the customer, and a desperate attempt to claw back lost business in the wrong manner can often do more harm than good.
By using data and AI, this Sneaks showcases how marketers can identify and distinguish between new and existing customers, as well as collect priceless insights concerning exactly where they are on their journey. But what use are insights without any actions to best take advantage of them? Adobe has developed technology that can apply Adobe Sensei’s deep learning capabilities, mining past data and patterns around known user behaviours to accurately predict a customer’s future actions, meaning the previously mentioned subscription service can now identify a disgruntled user before they unsubscribe, and refer to a list of recommended actions specifically designed to persuade them to stay.
Much like going to the airport, taking your car in for maintenance is another one of those experiences we all must go through, yet none of us really enjoy. We have minimal control over the interaction, and with scare-mongers having us believe that everyone’s out to scam us, we’re usually forced to accept recommendations on repairs and upkeep at face value.
This particular Sneaks showcases a new consumer app that captures automotive data points concerning anything from battery performance to engine health. By giving people real-time recommendations on maintenance needs, informed consumers can finally be more proactive in their decisions.
Automakers also benefit, receiving aggregated and anonymous data on consumers who opt into the service, which can then inform their decision-making. For instance, this data can help them identify a fleet of cars that experiences common maintenance issues and proactively take action to prevent the problem from re-occurring.
Any professional who deals with long-form documents will agree with me here: the process of unearthing the relevant details in these monstrous tomes is a laborious, manual, and time-consuming burden that most of us could do without.
By using text recognition AI and voice control capabilities, this Sneaks unveils a nifty project using Adobe Document Cloud and Microsoft Cognitive Services, which allows people to use voice commands to talk to their documents and quickly surface relevant information.
And it doesn’t stop there. The technology also allows users to rapidly compare documents past and present, meaning a marketing director reviewing an agency contract can ask “how does the price quoted compare with what we paid last year?” and instantly get the details. Cool, right?
AI is removing the complicated, admin-heavy tasks from our lives. We love how Adobe Sensei can help our customers easily navigate a number of tools, complete complex actions by just speaking a few words, and ultimately provide an amazing experience when working on a variety of projects.
To make things even easier, we’re bringing Adobe Sensei features to our customer’s favourite apps. Expert Assist is enabling customers to perform tasks like automatically editing images using AI through popular apps like Slack.
This Sneak shows the potential for customers to optimise their current tools, as we collaborate to bring the benefits of Adobe Sensei to apps our customers already use and love.
Data Unbound aims to bring Experience Cloud data to the user and make the data more accessible to Adobe customers beyond our standard interfaces.
First, a new plugin that imports Analytics data into PowerPoint is shown. Workspace visualisations are accessible and automatically refreshed with data via API. Then, a new feature called Open Data Links allows data to be easily copy/pasted from Workspace into any application: Excel, Tableau, Power BI, Terminal. And finally, we need to consider the data consumer who would rather read than view a visualisation. For them, captions are automatically applied to explain each visualisation using Adobe Sensei – in both Analysis Workspace and PowerPoint.