Adobe launches a new Digital Enterprise Platform for Customer Experience Management.
has announced its new Adobe Digital Enterprise Platform
Experience Management (CEM).
Adobe's new CEM platform enables
enterprises to build immersive, multichannel digital interactions for the
social and mobile customers of today, Adobe officials said. The new platform is
a significant milestone in the delivery of Adobe's CEM vision, according to Rob
Pinkerton, senior director of product marketing at Adobe, as it gives
enterprises the ability to bring together marketing and IT to deliver engaging,
authentic solutions that increase brand loyalty and bolster competitive
Additionally, Adobe is delivering a new
set of Customer Experience Solutions
, built on the Adobe
Digital Enterprise Platform, to help marketers and line of business executives
drive personalized, targeted connections and campaigns both online and offline,
Pinkerton told eWEEK in an interview. For IT organizations, the platform helps
optimize customer interactions across all lines of business. With this offering
for both marketing and IT, enterprises can now drive transformation of customer
experiences for acquisition, retention and brand advocacy.
"The ability to deliver superior
customer experiences has become the imperative in achieving competitive
advantage," said Rob Tarkoff, senior vice president and general manager of
Digital Enterprise Solutions at Adobe, in a statement. "The Adobe Digital
Enterprise Platform provides a complete foundation for enterprises to truly
engage with customers at every point of interaction, through solutions that are
easier to use, more effective and productive, and more apt to delight the
customer and promote brand loyalty."
"Today's leading organizations know
that to stay at the forefront of the digital enterprise transformation, they
must establish meaningful and lasting connections with their customers," said
Melissa Webster, program vice president for Content & Digital Media
Technologies at IDC, in a statement. "This is especially challenging given the
multiple channels through which customers now interact with businesses. What's
needed is a platform that provides businesses with a range of solutions
designed to help them engage with their customers when, where and how the
customers want, and lets them deliver an experience that keeps the customer
Adobe's new offering is a modular,
open, standards-based platform for delivering engaging digital solutions across
social, Web, mobile and print channels. It provides enterprises with a unified
foundation to make, manage and deliver multichannel digital experiences
leveraging HTML5, Adobe AIR
, Flash Player
and Adobe Reader
. Additionally, it includes
integration with the Adobe Online Marketing Suite
to optimize digital
marketing campaigns and personalized digital experiences across all marketing,
sales and service delivery channels.
"With the Adobe Web Experience
Management solution, Nu Skin can optimize the customer experience across
channels, including mobile and social media," said Kevin Zollinger, director of
business integration at Nu Skin
, in a statement. "Our business managers
can create more relevant, timely online conversations with customers, while our
IT team can stay focused on strategic activities. Additionally, the new
capabilities in the Adobe Digital Enterprise Platform will help organizations
such as ours take insights captured about customer behaviors on Websites and
use them to update content accordingly. This will help give customers access to
the exact information they want, when and how they want it."
Built on the Adobe Digital Enterprise
Platform, Adobe's new Customer Experience Solutions, which power new
customer-centric experiences out-of-the-box, include:
- Integrated Content Review: Speeds time-to-market
for new marketing campaigns and customer experiences. Improves workflow and
processes required to create, review, store and rapidly adapt digital content
through different target segments across the entire customer journey.
- Web Experience Management: Attracts new customers
by providing business and marketing professionals with a solution for creating,
managing and publishing rich content across Web, social, mobile and email.
- Customer Communications: Improves customer
loyalty by centralizing and managing the creation, assembly and multichannel
delivery of secure, personalized, interactive correspondence and statements.
The solution allows enterprises to generate new revenue sources, reduce costs,
improve customer loyalty and meet compliance regulations.
Brand Engagement: Enables enterprises to engage with new and existing customers
to create community, driving
brand loyalty and commitment on enterprise-owned digital properties in addition
to public social media sites.
and Enrollment: Reduces online abandonment and time-to-market with effective
product enrollment experiences and empowers business users to quickly set up
and launch online enrollment experiences.
Workspace: Empowers customer-facing agents to provide superior service by
getting fast access to critical information, enabling them to resolve inquiries
and cases with accuracy and efficiency.
The Digital Enterprise Platform and
Customer Experience Solutions will be highlighted at the first Adobe Digital
Enterprise Summit, taking place Oct. 3-4 at the JW Marriott Los Angeles L.A.
LIVE in Los Angeles. The Digital Enterprise Summit will feature industry
thought leaders, Adobe experts and solution partners demonstrating the future
of optimizing customer experiences across all digital channels, Adobe officials
The Adobe Digital Enterprise Platform,
Integrated Content Review solution, Web Experience Management solution and
Customer Communications solution will be available August 2011. The Social
Brand Engagement solution, Selection and Enrollment solution and Unified
Workspace solution are available immediately in beta and will be generally
available in fall 2011.