Reimagine Customer Experience with Adobe Experience Manager as a Cloud Service

With so much choice in the mar­ket, our loy­al­ty as con­sumers is only as strong as our last pur­chas­ing expe­ri­ence and inter­ac­tion with a brand. We all know the lev­els of ser­vice we expect – and how read­i­ly our cus­tom can be tak­en else­where. It takes just one bad expe­ri­ence, and we can be lured away by all the oth­er choic­es out there, turn­ing our backs on a brand for life.

In a world where cus­tomer expe­ri­ence now defines your brand, the com­pe­ti­tion for cus­tomer loy­al­ty has become fierce– our lat­est research reveals one in three con­sumers will aban­don a brand with poor cus­tomer experience.

Win­ning the moments that matter

I’ve had many con­ver­sa­tions with CEOs, CMOs, and CIOs who tell me they are mas­ter­ing and con­tin­u­ing to evolve the art of craft­ing top-qual­i­ty expe­ri­ences and con­tent. But, in some areas – name­ly per­son­alised tar­get­ing in the right con­text – they’re still struggling.

If lead­ing brands are able to take that all-impor­tant step towards deliv­er­ing their top-qual­i­ty, cre­ative expe­ri­ences with expert pre­ci­sion, they’ll find them­selves ahead of the com­pe­ti­tion, win­ning the heat­ed cus­tomer expe­ri­ence battle.

More often than not, brands just can’t react quick­ly enough – with the con­tent at the right time – to cater to their cus­tomers’ indi­vid­ual needs in that moment. And in a world where moments mat­ter, where every­thing is con­stant­ly on the move, trans­form­ing the cus­tomer expe­ri­ence in this man­ner has nev­er been more important.

This is where the cloud comes into its own. Offer­ing agili­ty at scale, the cloud is _the _great enabler for dig­i­tal trans­for­ma­tion and deliv­er­ing amaz­ing expe­ri­ences to peo­ple: from time­ly engage­ments and acti­va­tions, to the deliv­ery of a prod­uct or ser­vice right when the cus­tomer needs it most.

Which is why we’re so excit­ed about what’s com­ing next.

Cus­tomer Expe­ri­ence Man­age­ment reimag­ined: Adobe Expe­ri­ence Man­ag­er as a Cloud Service

For many years, Adobe Expe­ri­ence Man­ag­er has been the cus­tomer expe­ri­ence cor­ner­stone for many of the planet’s largest brands – such as Voda­fone, Vir­gin Atlantic, Pra­da and McLaren.

And to con­tin­ue help­ing brands push the bound­aries of deliv­er­ing rich and rel­e­vant expe­ri­ences – no mat­ter their size or matu­ri­ty – we’re con­stant­ly look­ing for ways to evolve and inno­vate our prod­ucts and services.

Which is why we’re reimag­in­ing Cus­tomer Expe­ri­ence Man­age­ment and launch­ing Adobe Expe­ri­ence Man­ag­er as a Cloud Ser­vice.

World-lead­ing brands like sports­wear man­u­fac­tur­er Under­Ar­mour and map­ping soft­ware provider Esri – along­side CMO by Adobe and Inside Adobe – are among those already reap­ing the ben­e­fits and trans­form­ing their cus­tomer experience.

They’re tak­ing advan­tage of a tru­ly trans­for­ma­tive cloud ser­vice and the only prod­uct on the mar­ket that can suc­cess­ful­ly com­bine the blaz­ing­ly-fast speeds of a plat­form-as-a-ser­vice, with the in-house lev­els of cus­tomi­sa­tion and exten­si­bil­i­ty that many in the C‑suite are cry­ing out for.

Com­pa­nies live on Adobe Expe­ri­ence Man­ag­er as a Cloud Ser­vice are already enjoy­ing 50 per­cent faster inges­tion time and 40 per­cent boost in admin­is­tra­tive effi­cien­cy. There’s zero down­time result­ing from reg­u­lar­ly sched­uled updates, and an over 20 per­cent surge in author productivity.

A mile­stone at the heart of innovation

The pow­er of the cloud lies in its abil­i­ty to make seam­less omnichan­nel expe­ri­ences the new nor­mal. Dis­parate teams from across the world who, pre­vi­ous­ly, would have had to strug­gle with loaded email chains span­ning mul­ti­ple time zones, now have instant access to the same assets and chan­nels, regard­less of their location.

Time and con­text are of the essence in pur­chas­ing deci­sions. Bad tim­ing or poor con­text, and you could lose a cus­tomer for­ev­er. But give them the right expe­ri­ence at the right time, and they’ll come back for more. By man­ag­ing it in the cloud, brands can shape their cus­tomer expe­ri­ence based on real-time knowl­edge of the customer.

After all, con­tent with­out con­text is just infor­ma­tion. With­out con­text, com­merce just doesn’t hap­pen. With the cloud, brands have a price­less dig­i­tal foun­da­tion to unleash their cre­ative poten­tial and cre­ate trans­for­ma­tive cus­tomer experiences.

Inno­va­tion should sit at the heart of every­thing a brand does – and we know our cus­tomers are increas­ing­ly look­ing for more ways to inno­vate and move faster. We’ve made the shift our­selves, and by tak­ing Adobe Expe­ri­ence Man­ag­er to the cloud, we help brands deliv­er the best expe­ri­ences pos­si­ble to their cus­tomers, guar­an­tee­ing repeat cus­tom – and dri­ving busi­ness growth.

Find out more about the ground-break­ing launch of Adobe Expe­ri­ence Man­ag­er as a Cloud Ser­vice and how it can trans­form your brand’s cus­tomer experience.