{"id":6073,"date":"2019-03-28T00:47:02","date_gmt":"2019-03-27T19:17:02","guid":{"rendered":"\/?p=6073"},"modified":"2019-11-04T16:10:51","modified_gmt":"2019-11-04T10:40:51","slug":"customer-experience-management-the-key-to-success-in-the-digital-era","status":"publish","type":"post","link":"https:\/\/www.argildx.us\/experience\/customer-experience-management-the-key-to-success-in-the-digital-era\/","title":{"rendered":"Customer Experience Management: The Key to Success in the Digital Era"},"content":{"rendered":"
\"Shantanu
Adobe Summit 2018 – Day 1<\/figcaption><\/figure>\n

Day 1 of the Adobe Summit 2019<\/a> gave the record 17,000 attendees a lot to cheer about.<\/strong><\/p>\n

Shantanu Narayen, CEO Adobe, kicked off the Summit focused around Customer Experience Management (CXM) as the driver of business growth. Adobe introduced new integrations and features across Adobe Experience Cloud<\/a>. <\/span><\/p>\n

Look at some of the highlights of the keynote.<\/span><\/p>\n

    \n
  1. Adobe Commerce Cloud and Marketo introduced<\/span><\/li>\n
  2. Adobe Experience Platform<\/a> made generally available<\/span><\/li>\n
  3. A new version of Adobe Sensei unveiled<\/span><\/li>\n
  4. Partnership with ServiceNow<\/a>, and Microsoft and LinkedIn announced<\/span><\/li>\n
  5. Marketo Engage, the B2B marketing automation solution, added to Adobe Marketing Cloud<\/span><\/li>\n<\/ol>\n

    While the open and extensible Adobe Experience Platform enables real-time customer profiles, ServiceNow will enhance it with rich customer support data. Adobe\u2019s  partnership with Microsoft and LinkedIn<\/a> will create account-based experiences (ABX). All these are being done to improve the customer experience management capabilities at the enterprise level. <\/span><\/p>\n

    Narayen spoke about the transformation within Adobe itself over the past few years. The defining chapter in this transformation journey for Adobe was moving to a cloud-based subscription model that placed the customer experience at the centre of all projects. He talked about the <\/span>data-driven operating model (DDOM) dashboard that has become a single source of truth and democratized their data.<\/span><\/p>\n

    \n

    \u201cOur success has been predicated on the core belief that digital transformation starts by reimagining the entire customer journey.\u201d<\/em> – Shantanu Narayen, Adobe CEO<\/strong><\/span><\/p>\n<\/blockquote>\n

    Some well-known organisations were recognised for reimagining customer journeys, and their own journeys were discussed during the keyno<\/span>te.<\/p>\n

    \"Best
    Hubert Joly, Best Buy CEO, in conversation with Shantanu Narayen, Adobe CEO.<\/figcaption><\/figure>\n

    Best Buy<\/b>: Among other changes that the organisation brought about, investment in customer experience<\/a> to offer the best in-store experiences and using data to drive the company forward were key.<\/span><\/p>\n

    \n

    “We are not in the business of selling products or doing transactions with you. Our purpose is to enrich lives with the help of technology,<\/em>\u201d Best Buy CEO Hubert Joly said.<\/span><\/p>\n<\/blockquote>\n

    \"Intuit
    Intuit CIO Atticus Tysen, discussed Intuit’s digital transformation journey with Adobe CIO Cindy Stoddard.<\/figcaption><\/figure>\n

    Intuit:<\/b> Moving from <\/span>desktop to cloud-based SaaS was the beginning of Intuit\u2019s digital transformation journey. This company focused on making clean data<\/a> available to all employees to deliver rich customer experiences.<\/span><\/p>\n

    \n

    \u201cIT played a<\/em><\/span> major part in laying down the right infrastructure and data pipes,\u201d<\/em> CIO of Intuit, Atticus Tysen told Adobe CIO Cindy Stoddard.<\/p>\n<\/blockquote>\n

    \"SunTrust
    SunTrust CMO Susan Johnson with Adobe CTO Abhay Parasnis discussing the disruption of financial institutions through digital.<\/figcaption><\/figure>\n

    Suntrust: <\/b>SunTrust CMO Susan Johnson discussed disrupting financial institutions though digital with Adobe CTO Abhay Parasnis. She talked about using intelligence derived from data to reach people creatively. The power of AI in helping Suntrust target people in need of their services was also mentioned. She praised Adobe for being key in their mission to lead with purpose.<\/span><\/p>\n

    \n

    \u201cThink of what Fitbit or Apple have done with fitness, [and that\u2019s what] we want to do with financial fitness,\u201d<\/em> she added.<\/span><\/p>\n<\/blockquote>\n

    \"Chegg
    CEO Dan Rosensweig emphasized the role of data and analytics in the transformation of Chegg.<\/figcaption><\/figure>\n

    Chegg: <\/b>Chegg has been helping students learn on-demand and in a personalized manner through its subscription-based service. Chegg CEO Dan Rosensweig emphasized the company\u2019s focus on data and analytics to reach students on the right channels at the right time. This has enabled them to lower cost of acquisition cost from about 63% to approximately 80% renewal rates.<\/span><\/p>\n

    \n

    \u201cYoung people demand good experiences, and they don\u2019t have tolerance for bad experiences,\u201d<\/em> Rosensweig said.<\/span><\/p>\n<\/blockquote>\n

    Many illuminating takeaways from the keynote session on day one and Argil DX is delighted to be a part of Adobe Summit <\/span><\/p>\n

    2019. Looking forward to the Transformative Leadership keynote on day two.<\/p>\n

    \"Meeting
    On-on-one with Adobe CEO Shantanu Narayen.<\/figcaption><\/figure>
    \n
    \"Argil
    Visit us at Booth 771-A, The Community Pavilion. Watch demos of our tools and receive free gifts.<\/figcaption><\/figure><\/p>\n\n\n
    Related blogs:<\/h5>\n\n\n\n

    Reinventing B2B Marketing: Account-based Marketing (ABM)<\/a><\/p>\n\n\n\n

    Digital Transformation: A Combination of the Right Technology, People and Process<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    Day 1 of the Adobe Summit 2019 gave the record 17,000 attendees a lot to cheer about. Shantanu Narayen, CEO Adobe, kicked off the Summit focused around Customer Experience Management (CXM) as the driver of business growth. Adobe introduced new integrations and features across Adobe Experience Cloud. Look at some of the highlights of the … Read more<\/a><\/p>\n","protected":false},"author":33,"featured_media":6621,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"

    [caption id=\"attachment_6078\" align=\"aligncenter\" width=\"509\"]\"Shantanu Adobe Summit 2018 - Day 1[\/caption]<\/p>\r\n

    Day 1 of the Adobe Summit 2019<\/a> gave the record 17,000 attendees a lot to cheer about.<\/strong><\/p>\r\n

    Shantanu Narayen, CEO Adobe, kicked off the Summit focused around CXM as the driver of business growth. Adobe introduced new integrations and features across Adobe Experience Cloud<\/a>. <\/span><\/p>\r\n

    Look at some of the highlights of the keynote.<\/span><\/p>\r\n

      \r\n
    1. Adobe Commerce Cloud and Marketo introduced<\/span><\/li>\r\n
    2. Adobe Experience Platform<\/a> made generally available<\/span><\/li>\r\n
    3. A new version of Adobe Sensei unveiled<\/span><\/li>\r\n
    4. Partnership with ServiceNow<\/a>, and Microsoft and LinkedIn announced<\/span><\/li>\r\n
    5. Marketo Engage, the B2B marketing automation solution, added to Adobe Marketing Cloud<\/span><\/li>\r\n<\/ol>\r\n

      While the open and extensible Adobe Experience Platform enables real-time customer profiles, ServiceNow will enhance it with rich customer support data. Adobe\u2019s \u00a0partnership with Microsoft and LinkedIn<\/a> will create account-based experiences (ABX). All these are being done to improve the customer experience management capabilities at the enterprise level. <\/span><\/p>\r\n

      Narayen spoke about the transformation within Adobe itself over the past few years. The defining chapter in this transformation journey for Adobe was moving to a cloud-based subscription model that placed the customer experience at the centre of all projects. He talked about the <\/span>data-driven operating model (DDOM) dashboard that has become a single source of truth and democratized their data.<\/span><\/p>\r\n

      \u201cOur success has been predicated on the core belief that digital transformation starts by reimagining the entire customer journey.\u201d<\/em> - Shantanu Narayen, Adobe CEO<\/strong><\/span><\/p><\/blockquote>\r\n

      Some well-known organisations were recognised for reimagining customer journeys, and their own journeys were discussed during the keyno<\/span>te.<\/p>\r\n

      [caption id=\"attachment_6076\" align=\"aligncenter\" width=\"717\"]\"Best Hubert Joly, Best Buy CEO, in conversation with Shantanu Narayen, Adobe CEO.[\/caption]\r\n<\/p>

      Best Buy<\/b>: Among other changes that the organisation brought about, investment in customer experience<\/a> to offer the best in-store experiences and using data to drive the company forward were key.<\/span><\/p>\r\n

      \"We are not in the business of selling products or doing transactions with you. Our purpose is to enrich lives with the help of technology,<\/em>\u201d Best Buy CEO Hubert Joly said.<\/span><\/p><\/blockquote>\r\n

      [caption id=\"attachment_6079\" align=\"aligncenter\" width=\"653\"]\"Intuit Intuit CIO Atticus Tysen, discussed Intuit's digital transformation journey with Adobe CIO Cindy Stoddard.[\/caption]<\/p>\r\n

      Intuit:<\/b> Moving from <\/span>desktop to cloud-based SaaS was the beginning of Intuit\u2019s digital transformation journey. This company focused on making clean data<\/a> available to all employees to deliver rich customer experiences.<\/span><\/p>\r\n

      \u201cIT played a<\/em><\/span>\u00a0major part in laying down the right infrastructure and data pipes,\u201d<\/em> CIO of Intuit, Atticus Tysen told Adobe CIO Cindy Stoddard.<\/p><\/blockquote>\r\n

      [caption id=\"attachment_6083\" align=\"aligncenter\" width=\"443\"]\"SunTrust SunTrust CMO Susan Johnson with Adobe CTO Abhay Parasnis discussing the disruption of financial institutions through digital.[\/caption]<\/p>\r\n

      Suntrust: <\/b>SunTrust CMO Susan Johnson discussed disrupting financial institutions though digital with Adobe CTO Abhay Parasnis. She talked about using intelligence derived from data to reach people creatively. The power of AI in helping Suntrust target people in need of their services was also mentioned. She praised Adobe for being key in their mission to lead with purpose.<\/span><\/p>\r\n

      \u201cThink of what Fitbit or Apple have done with fitness, [and that\u2019s what] we want to do with financial fitness,\u201d<\/em> she added.<\/span><\/p><\/blockquote>\r\n

      [caption id=\"attachment_6084\" align=\"aligncenter\" width=\"549\"]\"Chegg CEO Dan Rosensweig emphasized the role of data and analytics in the transformation of Chegg.[\/caption]<\/p>\r\n

      Chegg: <\/b>Chegg has been helping students learn on-demand and in a personalized manner through its subscription-based service. Chegg CEO Dan Rosensweig emphasized the company\u2019s focus on data and analytics to reach students on the right channels at the right time. This has enabled them to lower cost of acquisition cost from about 63% to approximately 80% renewal rates.<\/span><\/p>\r\n

      \u201cYoung people demand good experiences, and they don\u2019t have tolerance for bad experiences,\u201d<\/em> Rosensweig said.<\/span><\/p><\/blockquote>\r\n

      Many illuminating takeaways from the keynote session on day one and Argil DX is delighted to be a part of Adobe Summit <\/span><\/p>\r\n

      2019. Looking forward to the Transformative Leadership keynote on day two.<\/p>\r\n

      [caption id=\"attachment_6086\" align=\"aligncenter\" width=\"646\"]\"Meeting On-on-one with Adobe CEO Shantanu Narayen.[\/caption]<\/p>\r\n

      [caption id=\"attachment_6085\" align=\"aligncenter\" width=\"300\"]\"Argil Visit us at Booth 771-A, The Community Pavilion. Watch demos of our tools and receive free gifts.[\/caption]<\/p>\r\n\r\n\r\n

      Related blogs:<\/h2>\r\n\r\n\r\n\r\n

      Reinventing B2B Marketing: Account-based Marketing (ABM)<\/a><\/p>\r\n\r\n\r\n\r\n

      Digital Transformation: A Combination of the Right Technology, People and Process<\/a><\/p>\r\n","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[315],"tags":[60,264,265,266,267,268,269],"yst_prominent_words":[1576,541,1580,543,546,1582,544,1577,1579,1581,545,1583,1575,1574,540,1573,1572,539,1578,542],"acf":[],"yoast_head":"\nCustomer Experience Management | Adobe Summit 2019 | Argil DX<\/title>\n<meta name=\"description\" content=\"Shantanu Narayen kicked off day one of Adobe Summit 2019, which focused on Customer Experience Management. 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