[Music] [Amit Ahuja] All right. - It is absolutely great to be here. I know I see a lot of people - still trickling in. So hopefully, please come on in, - make yourselves comfortable. Very, very excited to be here. - Quick thing. First introduction, my name is Amit Ahuja, responsible for product - for the Experience Cloud. Absolutely thrilled to be here. How'd you guys like the - keynote? Was it good? Great. Love hearing that we - and the team did a great job and super excited for you guys - all got a lot out of it. So quick, little secret. I have a little privilege - being in the role that I'm in where we have a bunch - of these super sessions going on. In fact, I think right now commerce - is running over there, I think later, there's two more and we have this amazing content - for all of you. The good news for me - is I kind of got first pick. They were like, "Hey, which one - do you want to kind of talk about and which one you really excited about?" And the truthful answer - is I want to be here at B2B. And there's a few reasons for that. One, I have a huge passion for it, the opportunity - in terms of what we can go do, and two, I think we haven't been quite - as loud about what we're doing over the last few years. And we've been doing so, so much building - on what we got from Marketo, all the way through to CDP, - all the way through Commerce, you're going to hear a ton about it. I just want to give you that context, - how excited I am about it. I know Neil teed up - a little bit of that on stage, but we're going to go deep, - deep, deep today, to show you how we're thinking about B2B.

In terms of my thought process and B2B, instead of telling you - all the stuff that we're doing, I want to give you just two seconds - on my experience. And again, in this role, - one of the really, really fun things I have is, we're running a B2B business. So I sit there, - and I see a lot of the folks in the room I work with every single day. And we look at, you know, - weekly reports, quarterly reports, and we're sitting there looking - at our B2B business and understanding, "Hey, what exactly is happening - and how do we do this better?" And the short answer - what I would tell you guys, as I look at this, - and I spent every week looking at it is, it's not easy. And I'm not one to, and everyone knows - that I'm not one to sit up on stage show you perfect slides and say, "Oh, my God, B2B is easy, - we have all the answers," it is not easy. And we can see - all the stuff happening here. And so we're going to walk you - through a lot of stuff today in the context of that, we're going to start - with Brian right after me on the B2B innovation section. So he's going to walk you - through again, deep, deep stuff in terms of what I'm talking about, - and going a lot deeper. We're thrilled to have Karen here. So Karen, again, - thank you for joining us from EY. So she's going to come - and discuss what customer centricity means in the context of B2B, - very excited for that. And lastly, Bridget's going to come up. We always want to show you - versus just tell, tell, tell, and she's going to come show exactly what we're doing - and excited to show you that.

Let me kind of build on - what I was just saying around the passion and what we're seeing - from running the business and this notion of experience-led growth. Again, there's a few things - that when I look at even with a different B2B point of view, there's really kind of - three main themes that I see and I'm going to build - on that in a second, but just a few thoughts. Number one is, the notion of customers - coming in from different channels is real. And we see this every single day - with our own products. So we're sitting there every single day, - and I'll say, "Okay, here's an account. Tell me everything - you know about the account." It's hard. I fully realized that. They're using our products, - they're calling through support, they're using our in-product stuff, - the salesperson talking to them, our customer success is talking to them. So I think number one - is there's this realization that all these different channels, and everyone's coming in - is very, very real, and I think that's difficult. Number two is when you actually talk - to that customer, both the person within the account - or the overall account, they expect you to know - everything about them, and they're demanding - that seamless experience. I've seen this firsthand all day as well. You go and talk to the customer, and let's say the customer - might not be happy with your service, and you come in with a, - "Hey, let me go give you more," probably not the right idea. So this whole idea - of how do you actually connect this notion of a seamless experience? Again, not very easy. And then this other concept, and I would say, - especially in the economy right now, every single customer is evaluating - your service every single day. And we-- Same thing with us. We fully realize that every single day, - you have to win that business, and you have to show them - what you're doing. So there's this notion - of not just retention being at the end, but every single day, are you providing the right experience - to deserve their business and deserve their partnership? I look at those three things - from what we have to go solve for, and I truly, and hopefully, - the product team says have a very high bar of how we're solving that - and what goes into our products. That's a lucky position on them.

And again, that really, really builds on - how do we do that in three key ways. Number one, know your customer - at every interaction. And I fully realize - that we say this over and over, and it is not easy. And we have to do that - at the personal level, and we have to do this - at the account level. And again, Brian's going to go and talk a lot about - how we're thinking about that, as we're building out - our B2B capabilities.

Number two, activate - the customer segments and engagement across every single touchpoint. And this is where, again, - even in our world that we live and breathe, - we look at and say, "Hey, what is marketing doing? What is sales doing? - What is the product doing? What is support doing?" All those things need to be happening - in effectively seamless interaction, to drive that right account experience.

And number three, - it is not just about tech. I will say this over and over and over. It takes people, it takes process, - it takes technology. And I think anybody that stands up here and says it's all about the tech - and everything solved, it's just not accurate. It absolutely requires - how you rethink processes, how you engage around these new systems, and how you can engage - the customer differently. All of that needs to come together.

And Neil talked about this a lot - in the keynote, that all leads to experience-led growth. And we're focused on bringing - everything I just said, in these capabilities, - both in B2B and hybrid to bring this into a platform - and the notion of experience-led growth. You're going to hear from Brian, a lot. And around basically three concepts - you can see up here, number one, the notion of that profile - and the notion of being account based. Number two, how do you - truly become data first? And number three, - you've heard it all this morning, how do you use AI and ML - empower you even more and more? And we're going to even talk a lot about - the new Gen AI stuff as well. We're bringing all this together - in the context of B2B experience-led growth - and we're really excited to share that with you today. So in the context of that, very thrilled to invite Brian Glover up - who's going to walk you through our vision and all the innovation. Thanks.

[Brian Glover] Thank you, Amit. So Adobe's priorities are not unique. Whether you are - from a manufacturing company, exploring new routes to market - or a financial services organization, reinventing your marketing - and sales model, or from any other industry - where you sell to business buyers, right? You're hearing today, - the shift has spoken, you're experiencing the shift has turned to focus on customer centricity - and being digital first.

But let's start with one truth - we're living right now every day. Besides the fact that it's awesome - to be back in person at Adobe Summit, the shift to customer centricity - is ever evolving. As customer expectations rise, - the definition changes. It's like we're building the plane - as we're flying it with the destination - that keeps changing on the navigator. So first off, I think you all deserve - a lot of credit for just being here, showing up and doing this. - Because like Amit said, it's not easy. And because it's not easy, it does create a distinct advantage - for growth. Let's talk for a moment - about B2B buyer expectations.

So today, only 17% - of B2B buying group time is spent with potential suppliers. And any one supplier - is just a fraction of that. So there's not a lot of time to gather, - to influence a purchase. And 55% of buying executives - are taking longer now in the past couple of years - to even make a purchase decision.

And also, 65% of B2B buying group members are now the digital native - millennials and Zoomers.

And so with less FaceTime, - longer sales cycles, and a strong preference - for a digital first experience, what it means to be customer centric - is evolving yet once again.

And that's why every interaction - in the journey matters, and is unique across the different roles and the different levels - in the buyer group, and from the top accounts, all the way down - through the long tail of customers.

So it's time for a new blueprint - for how to scale B2B businesses, one that completely transforms - the customer and the partner experience, the marketing and sales - and service relationship, and the productivity of teams by arming them with the tools - and insight to deliver these experiences. So this is experience-led growth, what we've been talking - about at Summit so far, and whether it's product first, - marketing first, sales first, the one thing that matters - is that it's customer first.

So experience-led growth requires - three things in order to be effective. So the first is customer data, a deep understanding - of the customer account and the buyer groups - that you can use for real time engagement and for measuring the ROI - of all that activity.

Second, interactive self-serve experiences that give customers flexibility, - choice and convenience in terms of how they engage - with your brand and buy your offerings.

And third, the automation and workflows to align teams around the customer and bring together the content and data that's needed to drive - this personalized engagement at scale.

All right, so now the fun part. For the next five minutes, I'm really excited to tell you - about all the innovation that's going on across Experience Cloud - related to B2B with Adobe Real-Time CDP, Marketo Engage, Marketo Measure, - Commerce and more. So let's go ahead and jump in.

We'll start with customer data - at the center.

All right, Adobe Real-Time CDP, if you're not familiar with it, it gives you that complete - and actionable B2B account profile with people and opportunities - that you can activate across channels.

Predictively, the Account Scoring - focuses you in on the best fit accounts. And Customer Journey Analytics - gives you the insights to optimize every experience. This is the foundation - for having higher precision marketing, and having more consistent experiences - across channels. But now, if you've never engaged - the people in the buying group, how do you identify them? How do you even know who to market to? So now, Real-Time CDP - is going to activate your target accounts across LinkedIn, Marketo Engage - and other B2B destinations so you can focus in - on those missed missing buyer roles.

And that means that you can acquire - new customers more efficiently, and also cross-sell, right? Because if you need to cross sell - into a new buying center, you may not know the individuals - in the buying group.

Now with budgets under pressure, we all need to do everything that we can to make sure our strategies - and our tactics are focused on what can actually drive ROI. According to Forrester Research, insights for B2B attribution can lead to a 15% to 18% lift in revenue. Is there anyone who doesn't want a - 15% to 18% lift in revenue? Can I see a show of hands? - I do not want that lift in revenue? There's always one, there's like the, - "Oh, don't worry about it, I'm set." But I don't see that here, we would all like that - kind of lift, right? But it has to be done right. You got to have a B2B data model, - you got to have all the buyer touchpoints, you got to have the precise modeling. Oh, and by the way, you need it - when you need it and not later.

Adobe Marketo Measure is our offering - for complete B2B attribution, based on a B2B data model with accounts and people - and opportunities. Some of you may remember it - as Visible, or Visible if you want to take - a Snoop Dogg approach to it. But Marketo Measure - is now powered by Experience platform. So it's got all that power - to help you to connect to multiple CRMs, - multiple marketing automation platforms, custom data sources and everything you need to get - all of the buyer journey touchpoints. And now, with advanced AI modeling, - you have even greater precision, courtesy of Adobe Sensei, because it can find the patterns - and all that engagement data and your sales opportunities to give you a more precise view - of the content and the channels that are driving revenue. And that allows you to then - steer your marketing investments toward the best possible ROI.

And the best part is, - this is all completely automated. So you don't have to wait - weeks or months to get this data, it's all right there at your fingertips. And so this is how Adobe helps you - connect your data in new ways so that you can put the customer - at the center of every experience, but also every decision.

All right, let's talk about - interactive self-serve experiences. And this is all about reimagining the marketing - and sales partnership, but also providing - a completely digital buy in experience where customers prefer.

Let's start with Adobe Marketo Engage, - because it was built from the ground up to automate inbound and outbound - engagement across marketing and sales. And we've been busy over the past year rolling out new channels - to help you bring your data and your workflows - and your teams all together. So for example, Dynamic Chat, - we rolled out to automate conversations, Sales Insight Actions - combines sales engagement and intelligence right inside the CRM, and in a few minutes, you're going to hear from Bridget about our new - interactive webinars.

But the journey for marketing and sales - is still too long of a trip for many customers. They're sitting there asking, - "Are we there yet?" And that's because - one on one sales conversations, they just don't scale like marketing does, and that creates a gap - in the customer experience.

A sales rep is 100 times less - likely to reach a lead just 30 minutes after it comes in. The average lead response time, 42 hours. And if a connection is made, it takes 4.3 days - until the first meeting actually happens.

So we introduced Dynamic Chat - for Marketo Engage last year to automate conversations at scale - and solve for this problem by deeply connecting - into the marketing automation workflows. And now Adobe is further defining - interactive self-serve experiences with a full suite of B2B conversational - marketing capabilities. And so, now teams can seamlessly - connect these automated conversations down to a live chat with a sales rep.

And as a native offering - on Marketo Engage, we're taking chat across channels. So for example, with live forms, - you can turn any form into a conversation starter - or offer up a meeting.

And then of course, you have the power - of Marketo Engage for advanced lead routing as well.

The end result is a more natural - responsive experience for customers and credible scale for marketing and qualified conversations - for the sales organization.

And did I mention there's Generative AI? Does anyone want to hear about it? If you don't, that's okay, - I'll go to the next slide. But you know, with every new channel, - every new experience, what's the first thing - a marketer is thinking? "I got to have more content." And Generative AI - is completely transforming how content is created. And nobody does content better than Adobe.

So with Adobe Sensei Gen AI, - marketing teams can create, you know, a bazillion question - and answer pairs from their own knowledge bases - and their own resource centers to help power - these automated conversations. And that means you can go live faster, - and with fewer resources.

Two areas that are absolutely critical - for everyone to be paying attention to you in this exciting new era of Generative AI, - our governance and data privacy. With Dynamic Chat, marketers approve the content - that's used in conversations, and it also protects customer privacy, - and trust.

This is just the beginning - of how we're changing the way that people interact with content - and each other through digital channels.

Now to further scale - the sales organization and create net new revenue streams, Adobe Commerce is helping B2B companies - extend self-service personalized buying experiences. And now with audiences created - in Real-Time CDP from across all your essential - customer data, you can create personalized messaging - and offers through Adobe Commerce.

And also, with greater support - for complex accounts with multiple divisions - and advanced capabilities for quoting, Adobe is raising the waterline, helping you to take online commerce - further up market, and be able to drive more efficient - and customer friendly transactions.

All right, let's talk about - Intelligent Automation and Workflows.

So Marketo Engage helps teams scale - their marketing automation, and Workfront - is the command and control center of the content supply chain. We are bringing integrated workflows - between the two to our customers, to help support the end to end - campaign planning lifecycle. So the teams can have more scale - and velocity and productivity and give visibility to everybody - who's involved in the process.

And then, finally, marketers create vast webs of campaigns - in Marketo Engage and use its powerful - listening capabilities to adapt the customer experience. And now journeys built on Marketo Engage provides a new visual way - to connect these experiences and be able to share them - and see new ways to improve them. And it's also simpler to create - just a single campaign, right? So if you're a new user, - or you're bringing on new users, this makes it much easier - to adopt Marketo.

And now for our Marketo Engage champions - and power users out there, you can use Journeys too, but you can also continue working - in the familiar way that you know and love.

And then the best part - is that every Marketo Engage customers going to be getting Journeys this year.

Across these three themes, - we're given Adobe customers the keys to a highly efficient experience - like growth engine, so you can rev that puppy up - and drive it into a windfall of revenue.

And so now, - I would like to invite Karen Hopkins, CMO of EY up to the stage, and we'll hear some real-life examples of how a leading company - is doing this today.

Okay.

Thank you for joining us here - live at Summit today, we really appreciate having you here. Maybe we could start off with you telling us just a little bit about EY - and your role at EY. [Karen Hopkins] Thanks, Brian. - It's great to be here. And I love the session this morning, - it was really informative. I think it was really a great way - to kick off the conference. So for those of you - who don't know much about EY, we're actually one of the largest - B2B organizations in the world, with $45 billion in revenue this year. We have 400,000 people working for us. And we have, we operate in 140 countries, which is a very complex - sort of network type of organization, if people know about - professional services. How it's different - to other B2B organizations is our people are our product. So we're also the-- They deliver the work, - and they also sell the work. And so that's, I think, - quite a unique sort of way of operating. And yes, we do have a business development - or sales organization, but it's quite small. So it's about 400 people. So supporting 13,000 partners, and obviously, - that broader group of 400,000 people.

And myself, I've been at EY for 30 years. I tell people it's a life sentence, but I haven't got time off - for good behavior yet, still waiting. And you know, through my career at EY, I started in the Perth office - back in the early 90s in a team of two, and I'm really proud today, - I've got a team of 2,500. Along the way, I've had a chance to work - both in Hong Kong and London. This is my second stint in London. So I've had a chance - to really see the business from many different dimensions, which certainly helps - from a marketing perspective. Yeah, well, hopefully you get out early - for good behavior. But it's truly impressive the size - and scale at which you operate. And so maybe you could tell us about some of the unique - opportunities and challenges that you face as - one of the largest B2B organizations. We are in a very competitive industry, and I'm sure there's a number - of our competitors here. You know, the big four firms - plus consulting in a number of boutiques, we're all striving for the same thing, which is to deliver - that exceptional client experience. From an EY perspective, - we talked about that being proactive, connected and insightful. And that is very challenging - to deliver to clients in a consistent way globally. From a marketing perspective, we can really give - our client teams the edge. And how we do that - is by serving up those insights and helping them get them to market - in a really speedy way. The personalization, - I thought Susan mentioned this morning a really great point, which was, - you know, to build trust, you need to actually deliver content in a way that's really personalized - and timely. And that's certainly - what we try and do at EY. The other thing is we're trying - to drive client loyalty, and also build our brand at the same time. So across that landscape, - it's a very, as I said, very competitive.

Yeah. And are you observing these changes - that we're talking about with B2B buyers? Yeah, I think the comments - you made on the slide, Brian were very, very on point. A couple other things - that we're seeing is that our clients do a lot of research online before they purchase - and even before they're ready to purchase. And so that means that - the digital touchpoints that we create are very important for them - to both evaluate our organization and also the capabilities that we have. And that means that they are expecting - this content to be served up the relevant content to them - in a timely way, in the format that they would like. The other sort of thing - that I'd say about B2B customers is, in the past, we really thought about a buyer - as being a single C suite individual. So whether it be the CIO - or the CFO, in many cases. Now and this is Gartner research - actually has proven this as well is that most large buying decisions - involve multiple buyers. So it'll be at a minimum - three people across the C suite that you're targeting to actually sell, - you know, big project. And so that makes it really challenging - to make sure that each of those buyers is getting what they need. Yeah, it's getting more complex in terms of the buyers - and the journey itself. I know that you've been on - quite a marketing journey to be leading in a time - of change like this. So can you tell us - a bit about your marketing journey? Yeah, absolutely, Brian. I mean, I came into the role - as CMO in 2017, and I've been driving - a marketing transformation since pretty much the day that I started. My team kept saying, "When's the transformation - going to be over?" And I said, "Never." And so we are actually, - we've done a lot in that time, and I'm really proud of my team. And in particular, - there's three areas that we've focused on. One is content transformation, the second is the skills of our team - and the way we work, and the third most important - is our technology. And in that area, - we've had a great partnership with our CIO and his technology team, our tech consulting team, - and obviously, the marketing team, and last but not least, Adobe. I mean, it's been a fantastic partnership, and I'll just step through - a few of the changes that we've made in that time.

When I came into the role, and I know people will actually think - this is very unfortunate that we had Lotus Notes - as our website platform. And so, probably no surprise - to anyone here that we weren't really doing - any demand generation, or any performance type of marketing, Veriwax was a publishing site, - and we had 140 country sites, very complex and resource - heavy to navigate. And so, our first step in the journey - was to implement Adobe Experience Manager, which has been an absolute game changer, - both from a brand perspective, but also just in terms of the experience - that we can create for both recruits coming to the site, - and also our sort of business buyers. We can collect the data, and also the other big benefit was that - we have automated content translation. So, we can flow through global content - into the local sites, and actually with a minimum amount of time - to translate into local language. The next step in the journey, - which was 2021, we implemented Marketo Engage. So you know sort of the next stage was to try and get our campaigns - working effectively. And that's been, - I'll talk a bit more about that, I think a bit later on. But yeah, having a platform that can support e-marketing - has been really critical. Then in 2022, - we implemented the Real-Time CDP, which is, you know, we had a lot of data - coming from different sources, many that trapped in - local market databases as well, so the combination of Marketo Engage - in the Real-Time CDP, we now can actually see - a single view of the customer and all of their marketing activities - in one place. So that was, you know, we're in still in the process - of rolling out Real-Time CDP across our country markets. But we're looking ahead and this year, our challenge is to adopt more - fully Adobe Target so that we can go from having, you know, sort of using the data - to really ascertain what we think clients want, to actually be able to predict it - more effectively through AI. So that's pretty much the journey, - you know, sort of, that we've been working on so far, Brian. - That's all? - - Yeah. - It has been quite a busy time here. - - That is a truly amazing journey. So, let's talk about Adobe Real-Time - CDP for a moment. You know, EY has just been - the most amazing partner in helping us to develop that offering. So first of all, I just want - to thank you so much for your partnership - and your ongoing collaboration. But maybe we can just start with - a little bit of the fundamentals here, you know, why was a customer data profile so important for you - to achieve your marketing objectives and what have been the results? Yeah. So I mean to enable - exceptional client experiences that are proactive, - insightful and connected, you'll remember those - by the end of the session, won't you, Brian? We needed to provide - a consolidated view of interactions and behaviors - across those different buyers in an account. So in some of our clients, we may have, you know, sort of between - 200 and 300 executives across the world in that one company. So for us to have one view of that - is just tremendous. The other couple of things - that have been really important for us is, you know, in a regulated industry, we need to really make sure that we're adhering to the privacy - and consent management, which actually the ADP - does allow us to do.

We have brought together - 58 sources of data so that we actually have consolidated, we ingest that data. So that gives us - a huge amount of information and insights around - each of the individual buyers in the account in its entirety.

And that sort of helps us, - you know, I'll come onto an example, but that helps us, you know, - sort of really have more insights around what our clients are reacting - to from a marketing perspective, and also their interests. And that's not just obviously - from campaigns, it's also from other account - sources as well. So we can bring together - lots of information into one place. And you'll hear a bit more - if you have a chance to attend Luke Owen and Kate MacKay's session - tomorrow morning. They're talking more about - the Real-Time CDP in detail.

What has been the impact - of all of that? And by the way, you had me - at 58 resources. No, that was a little dull, isn't it? - Yeah, a lot of sources. Yeah, what's been the impact - of bringing that together? Well, I mean, today, - we've actually onboarded 32 of our country teams. So that's about 70% of our revenue, - so we still have a way to go. But already, we're seeing - some great outcomes. I'll just share one example. So we had, in one client, - we could see over the period of a month, there was 27 different signals - around cybersecurity. So we could see different executives - across the world were clicking on links to our newsletter, visiting the website, - downloading some of our content, and also subscribing to our newsletters. And we could see that there was - obviously some issue happening with cybersecurity in that client. That enabled our account team - to proactively reach out to the client and actually have a conversation - around cybersecurity that resulted in a big engagement. So that would not have been possible - without that one view. We would, at best, have, you know, be able to see - what's happening in one country, but to be able to see across the world what's happening across one client - is pretty amazing. And that gives you an idea - of how much more practical we can be. Well, I know that there's a lot of people - in the room here that would like to be able to do that, - be able to pull these signals together from so many sources, right? To have a sense of - what it really is that the customer, that the client wants.

Let's switch gears and talk about, - you know, Marketo Engage for a little bit. So you've had that implemented - for a few years to help support and drive your - demand marketing operations. Tell us a little bit about - that effort and the impact. So we have one global database, - so I think you call it a petition, at Adobe, one global database so we can actually see the data - across all of our countries and all of our markets. But each country has its own workspace. And that's been really important - so that our teams can run local campaigns. So we certainly do run global campaigns, but there's a lot of local issues, - whether it be tax or regulatory, where our teams actually need - to have the opportunity to actually drive - those campaigns themselves. To give you an idea of the sort of volume, we run about 2,500 - email campaigns a month, and that is a combination of invitations - for big and small events, virtual hybrid newsletters - and getting content out directly. So that's quite a bit. And we have, I think about 250,000 emails - going out each month. So quarter of a million emails, - which is quite a large volume. But we would not have been able to do that without sort of a platform - like Marketo Engage. - Yeah. - - But it's just so efficient. And I think the other thing is, - when we've got events, we've got those automatic reminders, the participation rates go up - exponentially as well, with obviously a much smaller resource - requirement from our teams.

Yeah, and so that's quite a balance, I'm sure, to be able to operate - at that scale, but also make sure that no individual client has been overwhelmed - with any of those particular emails. Yeah, absolutely. I mean, I think the inbuilt thresholds - that exist in Marketo really prevent that over marketing. I think there is a tendency - where things are easy if people do it more frequently. And that's not necessarily the case. Clients don't want to be bombarded - with multiple emails. And so I do think those thresholds are really important - as part of the system. Then the other thing that I think - that's been great with Marketo is that we have achieved about 9,000 to 12,000 marketing qualified. We call them marketing qualified contacts, - because some of them are in leads, and some of them are actually - our recruitment candidates. Yeah. And our sites performing - both of those roles is actually attracting recruits, - as well as obviously attracting clients. And we currently - have about 2 million contacts in Marketo Engage. - It's a quite large number, isn't it? - - It's quite a large number. With all the sort of all the content - and preferences associated with those contacts as well. Yeah, I love that - you're also using it for recruiting and thinking about - the entirety of that journey for those client partners - in your organization. Yeah, absolutely. I mean, you know, we have two assets - in our organization, our people and our clients. Yeah. So, both of them are equally as important. Yeah. And so as if you haven't done - enough already, I mean, this is an amazing story - of transformation that you've been driving at EY, what are you most, out of all the things - that you've done or you're thinking about, like, what are you most passionate - about achieving at EY? Well, I am very passionate - about transformation. As you can probably tell, - I like changing things for the better. But, you know, one of the things - is probably the client experience. And yeah, if I go back - to my sort of early days, you know, where I first got - sort of hooked on, you know, sort of how marketing - could help with the client experience, I was in the Perth office, - we had 26 partners in that office. And it came around to Christmas and I remember the days - where as a business, you used to send out hard copy - Christmas cards. Obviously, - that was in the deep distant past. We had, you know, the list came - around that I was coordinating, and I saw that there was 10 partners all wanting to send Christmas card - to the same client. And I thought how embarrassing - that would be for the person to get 10 of the exactly identical cards. You mailbox from 10 people - from the same organization we were meant to be serving them - as one account. And so I worked with the IT team - and they created an access database for me so that we could have a - sort of a relationship focus on those clients around Christmas, and that we were able to send one card - around the 10 partners to sign instead of 10 individual ones going out. But I think, you know, Brian, - things haven't changed much since then, have they? No, I mean, you still want - to show that you care, but you also want to show - you're coordinated at the same time. Yeah, I think the principles - are the same, obviously. Just the infrastructure and tools we have today - are quite different. Yeah. And so anything - that you would like to share as we get your closing here - around next steps and what the future holds for EY? I think there's two sort of things - that I'm really excited about. I am actually excited about Adobe Target. I think if we can be predictive and we can anticipate - what clients are needing as opposed to responding to signals, that will be that's the next step - in the journey for us. And that other era I'm really excited - about is the Metaverse. I do think the creativity - and the sort of that platform for experience interactions - and marketing is really unlimited. So I mean, we've got a booth here, if people had haven't - had a chance to visit us, I think it's 406 on the stand. But the guys here have got some examples of some of the use cases - around the Metaverse, which are really quite mind blowing. Yeah, it is amazing. And so when the Metaverse - comes to fruition, will you still come back in person - and visit us here at Adobe Summit? Of course. - I think that's good. - - Thanks. Brian. - That's awesome. - - Thanks very much. All right. Thank you very much. Everyone, let's have a round of applause - for Karen Hopkins, CMO of EY. Thank you so much, Karen.

All right. And next, I'm excited - to invite Bridget Burne up to the stage to share and show you all the innovations - that we've been talking about so far. Bridget. [Bridget Burne] Thanks, Brian. Thank you.

Hello.

So experience matters. - And I think we'd all agree on that.

So we're delivering - a better experience to you, so that you can in turn deliver - a better experience to your customers. Today, you're going to see new ways to plan and orchestrate - streamline campaigns, to engage across your native channels - to deepen relationships, and to measure impact - through automated B2B attribution.

I'm going to be showing you - the latest innovations through the lens of EY's - supply chain consulting practice. So I want to especially - thank Karen and team for allowing us to use their brand, and I want to let you know that all of the data - that you see today is fictitious, because we want to, you know, respect EY - and their customers' privacy. So let's take a look - at the B2B innovations.

Let's start by saying I'm gathering information - on EY supply chain consulting practice. So I land on this site, and right here, I'm greeted by a friendly Chatbot. The Chatbot is powered - by Marketo Engage's Dynamic Chat, which is not only connected - into our known and unknown profiles, it also uses Adobe Sensei Gen AI. So I'm going to get - all of my questions answered here.

Not only does it include responses, which are responses that have been curated from EY's vast knowledge base, - and as Brian mentioned, governed by a human, - meaning they've been curated, right? They've been reviewed and approved - before adding to the database. And on top of those responses, the Chatbot actually delivers - very recent relevant research for my specific industry - and my specific account. That's going to drive - even more engagement on EY site.

Clicking on that case study - that's been shared, I see a form - where I fill out my information. And based on the data that I've input, along with some logic - that's behind this form, a trigger connects me to a live person.

Now let's flip that conversation over, and see what this looks like - from the perspective of the live person. Here we see the dynamic chat experience, - perhaps for sales. And I'll also point out - that Adobe Sensei Gen AI is doing something, supporting something that's paramount to marketing - and sales alignment in B2B. It's sharing very key information. Look to the right hand corner here, you'll see that Sensei Gen AI - has actually summarized this entire conversation - and put it right here for the sales user.

Not only do they have that, - they can actually get in the moment, AI driven assistance - with just the click of a button. And of course, this can actually be tuned, and we can add a personal message - if we so decide, before we would actually hit send.

So experience-led growth is absolutely driven by data, right? And interactions, one on one interactions - like we see here are absolutely critical and becoming even more so, - for marketing and sales to drive growth.

Things like this, along with our - automated, personalized, intentional touchpoints - across all of our channels, that creates our holistic account view and a very rich account profile - with actionable insights. So EY marketers use Adobe Real-Time CDP to get that rich, - singular view of the account.

Real-Time CDP - not only builds person profiles over time, it's also building - those account profiles over time. And EY is running a supply chain webinar, so they're using this to create - that target account segment, as we see here. Also, I want to point out that they're using things - like predictive scoring, amongst other things, - to actually create this list. And with my segment complete, with one click, and all at once, I send this list to Adobe Marketo Engage for more nurturing, - and some CRM sales follow up to Adobe Target - for that web personalization, both during and even after the webinar, and of course, to LinkedIn - for some advertising, and any other connected destination.

Moving into the marketing experience - here in Marketo Engage, we see our webinar campaign framework. We also see that the audience has arrived natively - from the Real-Time CDP.

Clicking into my campaign, you see that we can now customize - and launch webinars directly within Marketo Engage - using Adobe Connect, which has been completely revamped - and modernized. And we're calling - these interactive webinars because we can capitalize - on every interaction. Like the response to a poll, - that can trigger any sort of follow up, maybe a sales email, a change in scoring, or even in addition to a campaign.

And today, I'm very excited to be showing you journeys - for Marketo Engage. Journeys show the interconnected - and the embedded campaigns and all of the details. So with one glance, no more digging, - I can look at the triggers, and the filters - which make up my account Smart List. Then, I can see - an embedded scoring campaign, along with all of its details. And of course, I see the flow steps here, which actually include - conditional branching logic.

Not only is this pretty, it's actually going to serve - as a really great asset for cross-team collaboration. It gives us greater auditability of this, - and really will speed time to use for new users - and old users actually alike.

Lastly, we think about measuring - the impact of our B2B campaigns. And quite frankly, - unless you own Adobe Marketo Measure, this is not easy. If you think about - the amount of individuals that are involved in the buying committee, and you multiply that by the channels, - and the content, and the campaigns, and the offline meetings, - now tell me what worked? Oh, and add in the typical length of time - of the buyer's journey, which can actually be months to years, - that's quite a challenge. But you see here, - that Marketo Measure actually unlocks all of that engagement data, online and offline, and it tells you which channels, - which sub-channels, campaign, content is actually working for you, what is driving revenue, - and what is driving growth.

Quick click of a button - on the right hand side gives me a set of filters. And this allows me to hone in - on a specific part of the funnel, or maybe even analyze with a unique business segment - or Geo in mind.

And this dataset actually serves up - a lot of additional insights. Here in our velocity board, we introduce the element of time - into the marketing conversation. This shows us how long opportunities - have been sitting at each stage. And it also gives us really good insight - into which tactics are actually progressing - opportunities most rapidly.

And as Brian mentioned, this year, Marketo Measure leverages Adobe sensei AI, excuse me. This year, it leverages Adobe - Attribution AI, which is going to give us - some incremental impact information on again, - on our marketing tactics. So Adobe offers the most complete - B2B marketing solution. Powers everything from planning - to marketing and sales alignment, offers deep personalization - with AI assistance, and it also gives you really rich - continuous analysis and attribution. And this is how you can plan, - engage and measure, ultra drive your experience-led growth. Thank you.

Back to you, Amit.

So much Gen AI on the mind, you know? All right. Thank you so much, Bridget. I know people are probably looking, - we're probably a little bit over time. So, we're going to kind of speed up here - just to kind of wrap this up. But just again, huge thank you. So Bridget, thank you for the demo, - Brian, thank you for walking through that, and Karen, thank you. It was amazing. And thank you for the partnership - and everything you just brought.

Look, I'll end where I started - a little while ago. Hopefully, the investment - and what we're trying to solve here for B2B is coming through across all the surface area - that Brian went through. Again, you can see all the three concepts - that we went through in detail. Would love to take questions after - if there's any follow up or anything, but hopefully - that's what came across as well. So again, just a huge thank you. A couple quick housekeeping things, - we've gotten questions in the past, "Hey, where else are there B2B sessions? - Where else do I go?" Here's just a quick snapshot of that. So there's now 34 - specific B2B marketing sessions, that hopefully you guys are all seeing if there's more interesting - going on deeper, there's five hands on labs, - there's demos at the booth, and there's networking events as well. So hopefully, again, - plenty of opportunity to learn more about what we're doing at every step here.

The one call to action, - please take the survey. And apparently you have - a chance to win Starbucks, I guess, $10 Starbucks card, - so please do that. It's actually really helpful - for us to get feedback and understand - what you guys were looking for, and if there's anything else there. But with that, I know we're out of time, - just a huge thank you. Thanks for coming to Summit, - thanks for coming to session. Really appreciate it. Thanks so much.

[Music] -

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Innovation Super Sessions

Scale Your B2B Organization with Next-Generation Experiences - SS2

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SPEAKERS

  • Amit Ahuja

    SVP, Experience Cloud, Platform & Products, Adobe

  • Karen Hopkins

    Global CMO, EY

  • Brian Glover

    Sr. Director, Product Marketing & Strategy, B2B Marketing, Adobe

  • Bridget Burne

    Principal Solution Consultant, Digital Experience, Adobe

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ABOUT THE SESSION

The B2B buying journey is becoming more complex with multiple buyer, supplier, and partner roles all engaging through hundreds of interactions and the latest digital channels. It’s time for B2B businesses to scale using a new blueprint that focuses on the right prospects, creates a fast-track to sales, and optimizes for revenue impact. Adobe B2B offerings can help you advance your personalization, campaign velocity, lead and account qualification, and routing and attribution automation efforts. Join us to understand the keys to a highly efficient marketing-led growth engine fueled by next-gen experiences and automated marketing and sales collaboration.

Public Track: B2B Marketing

Type: Innovation Super Session

Technical Level: General Audience

Presentation Style: Thought Leadership

Audience Type: Advertiser, Campaign Manager, Database Marketing Manager, Digital Marketer, Email Marketer, Marketing Executive, Data Scientist, Optimization Manager, Marketing Practitioner, Marketing Operations Manager

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