Adobe Innovation Session: Make Customer Experience ......Targeting and . Personalization. Adobe Target. Adobe Experience Manager • Experience: Content and Digital Asset Management

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Adobe Innovation Session: Make Customer Experience Management Your New ObsessionIntroduction to Adobe Experience Cloud

© 2018 Adobe Systems Incorporated. All Rights Reserved.

Agenda

• 9:00 – 9:05:

• 9:05 – 9:30:

• 9:30 – 10:10:

• 10:10 – 10:30:

• 10:30 – 11:10:

• 11:10 – 11:50:

• 11:50 – 12:00:

Welcome

Introduction to Adobe Experience Cloud

Customer Acquisition

Personalized Experiences

Break

Content Velocity

Summary


Not Products




6


7


8


9


10


1.6xbrand

awareness

1.9xaverage

order value

1.9xreturn on ad spend

1.6xcustomer

lifetime value

1.5xemployee

satisfaction

1.7xcustomer retention

1.6xcustomer

satisfaction rates

36%Faster

revenue growth rates

Making Experience Your Business Is Good For Business

https://wwwimages2.adobe.com/content/dam/acom/en/experience-cloud/research/roi/pdfs/business-impact-of-cx.pdf



Escalating Customer

Expectations

New Engagement &

Business Models

Existing Systems Struggling to

Interoperate & Scale

Enterprises Are Challenged to Deliver on the Customer Experience Agenda


CUSTOMEREXPERIENCE

MANAGEMENT

Commerce

Lead Management

Display Advertising

SEM

CustomerCare/Support

Content Creation

CDP

Identity Resolution

Cross-channel Campaign

Management

Orchestration

Mobile

Call Centers

DMP

Customer Loyalty

Email

DSP

Personalization

Asset Management

Web Content Management

Marketing Attribution

Social

CRM

Customer Intelligence


Buy Use RenewTryDiscover

Customer Experience Management


Pillars of Customer Experience Management

Content Velocity

Open, Real-time Unified Profile

Cross-Channel Orchestration

EcosystemIntelligence

Content Creation & Management Leadership

Customer Analytics/Data Management & Platform

Leadership

Real-time, Cross-Channel, Experience Delivery

Leadership

Adobe Sensei AI Leadership

Partner & Developer Leadership


© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.18

Adobe Experience Platform

Adobe Analytics CloudAdobe Advertising Cloud Adobe Marketing Cloud Adobe Commerce Cloud

Adobe Analytics

Adobe Audience Manager

Adobe ExperienceManager

Adobe Campaign Marketo Engage

AdobeTarget

Magento Commerce

Adobe Sensei

Search DSP

Creative

Adobe Experience Cloud


CONTENT

DATA

DELIVERYMedia Management

and Optimization

Adobe Media OptimizerCross-channel and

Customer Engagement

Adobe CampaignTargeting and

Personalization

Adobe Target

Adobe Experience Manager • Experience: Content and Digital Asset Management

Adobe Audience Manager • Segment: Persona and Audience Management

Adobe Analytics • Analysis: Digital behavior, reporting, and measurement

Magento Commerce Cloud • Commerce EngineCOMMERCE

SEM Display AdsSocial Ads

Acquisition

P A I D M E D I A

Store CatalogPrint

Conversion

Web App Screens

D I G I T A L & O F F L I N E C H A N N E L S

CallCenter

Assoc.App

C U S T O M E R C O M M U N I C A T I O N

SocialDirect Mail

SMS Texts

Retention

Email



Adobe Sensei

Adobe Sensei

Adobe Sensei is the technology that powers

intelligent features across all Adobe products to dramatically

improve the design and delivery of digital experiences, using

artificial intelligence,, machine learning, and advanced

algorithms in a common framework.

© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Adobe Sensei in Adobe Experience Cloud

• Algorithmic Attribution

• Anomaly Detection

• Contribution Analysis

• Audience Clustering

• Propensity Modeling

• Segment Compare

• Intelligent Alerts

• Auto Allocate

• Auto Target

• Automated Personalization

• Personalized Recommendations

• Lookalike Modeling

• Segment Size Estimator

• Auto Targeting

• Budget Optimization

• Simulations & Forecasting

• Spend Recommendations

• Campaign KPI Optimization

• Viewability Optimization

• Smart Tagging

• Smart Crop and Layout

• Visual Search

• Smart Moderation

• Expert Scoring

• Automatic Text Summarization

• Automated Forms Conversion

• Predictive Subject Line Optimization

Adobe Analytics Adobe Audience Manager Adobe Advertising Cloud

Adobe Target Adobe Experience Manager Adobe Campaign



Adobe Sensei


Adobe Experience Platform is the first purpose-built customer experience management platform.

© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2019 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23

Path to Delivering World-class Experiences

CONTENT WORKFLOW

CONTENT PIPELINE

SEMANTICS & CONTROL

DATA PIPELINE MACHINE LEARNING

ACTION

CONTENTDATA UNIFIED PROFILE


10/10Largest Global Auto Manufacturers

9/10Largest US Media Companies

10/10Largest US Financial Institutions

9/10Largest Global Hotel Chains

8/10Largest Global Airlines

9/10Largest US Internet Retailers

Adobe Experience Cloud



RETAIL HIGH TECHTRAVEL

Customers - APAC

MEDIA & ENTERTAINMENT

B2B & MANUFACTURING EDUCATION FINANCIAL SERVICES + HEALTHCARE


Adobe’s Promise

THAT DRIVE BUSINESS IMPACT

STANDOUT DIGITAL EXPERIENCES WE HELP OUR CUSTOMERS DELIVER


Agenda

• 9:00 – 9:05:

• 9:05 – 9:30:

• 9:30 – 10:10:

• 10:10 – 10:30:

• 10:30 – 11:10:

• 11:10 – 11:50:

• 11:50 – 12:00:

Welcome

Introduction to Adobe Experience Cloud

Customer Acquisition

Personalized Experiences

Break

Content Velocity

Summary

Documents

Adobe Innovation Session: Make Customer Experience ......Targeting and . Personalization. Adobe Target. Adobe Experience Manager • Experience: Content and Digital Asset Management