[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] -