Adobe a Leader for the fifth consecutive year in 2022 Gartner® Magic Quadrant™ for Multichannel Marketing Hubs
Gartner has published its latest Magic Quadrant for Multichannel Marketing Hubs report, and for the fifth year in a row, Adobe has been named a Leader. We are thrilled to announce that Adobe was positioned highest out of all vendors for Ability to Execute. Adobe submitted Adobe Journey Optimizer, the newest Adobe Experience Cloud application powered by Adobe Experience Platform, as the lead multichannel marketing hub application for this report.
The report states: “Leaders demonstrate broad support for all MMH functional capabilities and consistently meet customer needs across the four core multichannel marketing use cases (campaign creation, campaign orchestration, campaign execution and campaign measurement). They have high market visibility; high market penetration; strong market momentum; and a clear, long-term strategic vision and roadmap for growing their multichannel marketing hub business. Leaders have also demonstrated success in selling to a range of new customers across industries and geographies.”
When we first announced Journey Optimizer last year, we knew that we were building something special. Engineered natively on Adobe Experience Platform for customer-oriented brands, Journey Optimizer is an agile and scalable application for orchestrating and delivering personalized, connected, and timely customer journeys across any app, device, screen, or channel. With every new application and feature, we’re on a mission to help brands optimize and personalize experiences across the holistic customer journey — combining both marketing and customer experience. This result is an incredible testament to that mission.
Consider a typical customer journey in today’s subscription economy. Any given customer will engage across websites, SMS, email, calls, push notifications, mobile in-app messages, and IoT devices — often in unpredictable ways, even on the same day. These points of interaction range from being real time to conversational to delayed. But in every instance, the customer expects cohesion and a frictionless experience. Brands across all industries have undergone an unparalleled digital transformation acceleration in the past two years, and how customers expect to interact with brands has changed forever.
Having just celebrated one year of general availability in June, Journey Optimizer has seen significant momentum in customer launches — with many customers already reporting tremendous value. Customers worldwide trust Adobe to drive compelling and engaging experiences across online and offline channels alike.
Customer success stories
- TSB Bank’s investment in a 360-degree customer view powers new levels of personalization and consistency across their online and offline channels, and that has paid off dramatically with a 400% boost in loan applications just one year after going live with Adobe Experience Platform. TSB uses Journey Optimizer to better anticipate customers’ needs and shape their journeys intelligently. Drawing on the 360-degree customer view delivered by Adobe Real-Time Customer Data Platform, TSB plans to orchestrate individual customer journeys at scale by intelligently anticipating every individual’s needs in real time, wherever their journey takes them.
- Signet Jewelers, home to KAY, Zales, and Jared, tapped Adobe to help drive personalization. Journey Optimizer will allow Signet to activate personalized messaging for every customer. As the group continues to roll out new virtual services across its banners, like online consultations and visual search for shoppers navigating its websites, it’s clear that personalized messaging is essential to delivering this high standard of service at scale while achieving personalization at the individual level.
- Coles has partnered with Adobe to make the digital supermarket experience personal. With Journey Optimizer, Coles can manage scheduled omnichannel campaigns and one-to-one moments for millions of customers from a single application. The entire customer journey is optimized with intelligent decisioning and insights, powered by artificial intelligence.
And the pace of innovation is not slowing down. At this year’s Adobe Summit, we announced a multitude of Journey Optimizer roadmap innovations coming later this year. The audience portal connects data with the right tools and operations to dynamically build, enrich, refine, and activate the right audiences. New experimentation and performance visualization capabilities provide real-time measurement and insights with statistical precision. New email deliverability enhancements and partnerships ensure that emails hit the mark. And new channels like mobile in-app messaging, direct mail, and native web authoring are on the horizon, with SMS authoring having just launched this month.
We are humbled and honored by the recognition of Adobe by Gartner as a Leader in the Magic Quadrant for Multichannel Marketing Hubs. And we are energized by our customers’ momentum and our rapid pace of innovation to power the next generation of multichannel marketing campaigns, customer journeys, and personalized customer experiences.
View the full Gartner report and discover why Adobe was named a Leader for ability to execute and completeness of vision.
Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Adobe.
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.