Adobe Unveils New Customer Experience Management Innovations Across Adobe Experience Cloud at NRF 2020

The retail industry is going through a radical change. Customers today are interacting with their favorite brands on mobile devices and computers, using in-store kiosks, engaging with emails or on various social channels, and meeting the needs of the digital consumer has become a mandate for all retailers, regardless of size.

The latest holiday season (November through December) suggests that online shopping, and particularly mobile, is now carrying the torch for overall retail sales growth. According to Adobe Analytics, U.S. consumers spent a record $142.5 billion online during the 2019 holiday season, up 13.1% year-over-year. Of note, 84% of the ecommerce growth during that period came from mobile devices. At the same time however, we’ve also seen that the “death” of physical store narrative has been greatly overexaggerated, with BOPIS (buy online, pick-up in store) seeing 35% YoY growth. Another indicator that the physical store narrative is alive and well is the increase in store openings by digital native brands such as Warby Parker, Allbirds and Casper Bedding, to name a few.

Retailers are realizing that in the era of hyper-connectivity, they must lead with Customer Experience Management (CXM) is key to stay competitive and drive brand loyalty. Consumers want relevant and engaging experiences no matter where they’re shopping and delivering the best brand experience requires the right combination of data, insights, and digital content. With 80 of the top 100 U.S. online retailers relying on Adobe Experience Cloud, Adobe is at the forefront of empowering brands to better understand their customers and deliver impactful experiences in real-time and at scale.

At NRF 2020, we’re introducing innovations across Adobe Experience Cloud that will help retailers holistically manage customer experiences across both physical and digital store fronts. Our new capabilities include:

These new innovations will be on demonstration at the Adobe booth (#5810). Additionally, we’ll be showcasing how global brands such as Rite-Aid, Whirlpool and Albertsons Co. are leveraging Adobe Experience Cloud applications to lead in CXM.