Adobe named a Leader in 2023 Gartner® Magic Quadrant™ for Digital Experience Platforms

Gartner published the latest Magic Quadrant for Digital Experience Platforms (DXP) in March 2023. And for the sixth consecutive time, Adobe has been named a Leader. And this year, Adobe is not only positioned as a Leader but is also positioned highest on the “ability to execute” axis and the farthest to the right on the “completeness of vision” axis.

A DXP, according to Gartner, “is an integrated set of technologies designed to enable the composition, management, delivery and optimization of contextualized digital experiences across multiexperience customer journeys.” That’s a mouthful, but suitably so. Customer experience management (CXM) is difficult. And in report after report, Adobe was recognized as a Leader in the space.

We pioneered the Marketing Cloud category, we are a Leader in the Digital Experience Platforms category, we have made CXM our raison d'être, and we believe we have planted the flag for the future.

The time to act is now

The world has seen some serious upheaval in the last few years. And that upheaval has recentered very real concerns. Economic headwinds have many organizations wondering, “Can I really afford digital transformation?” Can I really make customer experience management and personalization the primary focus of my business?”

And Adobe’s answer is emphatic: You can’t afford not to.

All customers — B2C and B2B — expect engaging, personalized digital experiences delivered in real time, and they expect those experiences to be delivered in a way that respects their privacy, their preferences, and adds that value.

And research proves this. In one recent study, we found that businesses that focus on experience do significantly better across a range of key metrics than those who don’t prioritize the customer experience.

In fact, experience-driven businesses:

Lean on Adobe as the CXM technology leader

Customer experience management is a category of categories. It combines major investments in personalization, customer data management, customer journey management, orchestration, analytics, content management, and dozens of other categories into one mega category.

Adobe is the leading technology provider and thought leader facilitating the digital transformation required to enable and execute customer experience management. Adobe Experience Cloud, built on Adobe Experience Platform and powered by Adobe Sensei, enables businesses to deliver exceptional, personalized customer experiences across channels and industries — to businesses and consumers alike.

Open, extensible, and accessible

And it’s not only about tech. Sometimes it’s about who you know. Experience Cloud and Experience Platform are open, extensible, and accessible to the entire ecosystem from service and support to loyalty and advocacy. True CXM is vast, and no single vendor will deliver each and every piece of software or functionality required to enable great customer experiences.

Companies select Adobe as a strategic partner because we have a platform with open APIs that enable ISVs and developers to customize and integrate with Adobe products. This approach ensures that companies have access to the latest and greatest tech, with each investment benefiting from the rich data, content, and insights found within Experience Cloud. Additionally, Adobe enables our systems integrator and agency partners to implement, integrate, and operate our applications profitably and successfully.

Each Experience Cloud application, along with Experience Platform, has its own value proposition and delivers incredible individual results. And together, Adobe makes it possible for any business to deliver an ongoing, personalized customer experience to every customer. The integrated applications and services in Experience Cloud are purpose-built specifically for customer experience management, making it the most comprehensive solution for planning, executing, and optimizing customer experiences that attracts and retains loyal customers and drives tangible business results.

Personalization at scale

If CXM is the market for DXP platforms, personalization at scale is how you do it. Nobody enables enterprises to develop a unified view of customers, deliver personalized and connected experiences at scale, and convert those experiences into revenue like Adobe. Unlike other CXM vendors with disjointed products that are focused on narrow aspects of CXM, Adobe combines content and data with intelligent, integrated solutions to enable creative agility for content velocity, experience delivery, and real-time insights to optimize experiences that drive loyalty and ROI.

And just to drive home where the bar is today, a recent study on personalization showed that 73% of consumers and 87% of business customers expect to be delighted both before and after purchase.

Customer expectations, even subconscious expectations, are sky high and only going higher. And you have to build your brand through meaningful connections with customers. Companies that thrive will get to work on creating and personalizing customer experiences, on any channel, at massive scale. Adobe can help you just like we’ve helped thousands of other customers. Check out our customer showcase and take a look at Adobe Experience League.

Adobe Is the ideal strategic partner for CXM

One of the key trends in today’s market is that customers looking to go all in on personalization are searching for a strategic partner. At Adobe, we are digital transformation experts, and we can help you see how personalization at scale will help both your top line and your bottom line.

We believe our Leader position in the Gartner Magic Quadrant for DXPs demonstrates that Adobe has the technology to match our vision. And while we understand that Experience Cloud requires a significant investment for our customers, we also know that the return on investment (ROI) is even more significant. For example, according to a recent study, the average three-year ROI for investing in Experience Cloud is 250%. Over three years, companies that invest in Experience Cloud get an average ROI of 2.5x. They don’t break even and get some mindshare, they don’t lose a little to make a lot. They invest in CXM and Adobe, and they more than double their money.

We’re helping our customers shorten time to value, boost the bottom line, and increase the top line. And we are doing it while we help them deliver amazing, personalized experiences.

Adobe has a unique heritage in enabling brands to create and manage rich and engaging content and experiences. Building upon that heritage, Adobe has brought together the most complete and integrated set of intelligent applications and services dedicated to orchestrating and delivering experiences across channels in real time.

We look forward to engaging with you. Download the report here.

Gartner, Magic Quadrant for Digital Experience Platforms, By Irina Guseva, John Field, Jim Murphy, Mike Lowndes, 13 March 2023

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