Deliver Experience Driven Communications Faster With Adobe Experience Manager Forms

by Sunil Menon

posted on 03-01-2018

Customer expectations have changed over the last few years and organizations are increasingly concerned about meeting the needs of the new generation of consumers. For regulated enterprises and government agencies – whether signing up and onboarding new customers or enrolling citizens in mission critical services – these customer experiences rely heavily on digital forms and document-intensive workflows.

With the latest release of Adobe Experience Manager, we are helping organizations lay the best digital foundation to deliver the best omni-channel digital experiences at scale. Experience Manager Forms supports that mission by enabling departments and enterprises in regulated industries to design, manage and deliver compelling multi-channel digital forms and interactive communication experiences. With Experience Manager Forms, business and IT teams can provide interactive, personalized and connected customer journeys that are adaptable across web, mobile and other digital touchpoints and compliant with regulatory requirements.

We’ve been feverishly working on a number of new innovations in Experience Manager Forms that empower business users to do more with managing and delivering multi-channel communications. We’re thrilled to finally share these innovations with customers. Let’s review the latest Experience Manager Forms innovations available today as part of the Experience Manager 6.4 release.

Reduce IT Burden with Data Integrations and Connectors

Any time a digital form or communication, like a statement or letter, has to be personalized for a specific customer, it implies that you need easy access to the customer data. This requires being able to connect to systems of record such as a CRM, ERP or a transactional system. The data that is extracted from these systems is used to pre-fill fields on digital forms as well as capture the data from the form fields entered by customers to update the system of record. This has traditionally required a lot of coding and dependence on skilled IT developers, which makes it hard to update digital forms if you decide to add new fields that require additional data extraction.

Experience Manager Forms enables you to centralize the access to data via a form data model framework, allowing business analysts and developers to define the data model in one place and connect to the multiple data sources. A visual user interface helps you map specific fields in the form to the data source. The data model is also used to drive decisions within workflow steps or perform computations on data, enabling reuse of business logic and rules.

The form data model framework supports multiple types of authentication and connector protocols including OData, REST, SOAP, and JDBC. Experience Manager Forms 6.4 also ships with an out-of-the-box integration with Microsoft Dynamics that allows users to easily find and use specific Dynamics objects in forms and documents. As a result, creating forms and documents with personalized and pre-filled elements is faster than ever for IT.

Unify Web, Mobile, and Print with Multi-channel Interactive Communications

As organizations adapt to deliver communications in a multi-channel, multi-device world, there’s an opportunity to make them more interactive. This requires an easy to design communication process where digital documents can be authored once and then made available as a webpage or in print-ready formats like PDF.

With Experience Manager Forms 6.4, we have unified the web and print-ready authoring experiences for interactive communications such as letters, correspondence, monthly statements, and welcome kits. You can also insert selected data elements from the data model into the document content.

The content for web ready renditions can also be auto-generated with a single click in the user interface. Further, you can add interactive elements like charts, graphs or personalized offers into the communication template to create dynamic web and mobile versions. You can also suppress certain elements so they’re only visible in the web or mobile views, but not in the print version where it might not be applicable. Assets can be created in one place, automatically optimized to fit the device they’re viewed on, and published to the customer’s preferred channel.

Whether you want to produce a statement on-demand as a webpage with dynamic content inserted into it or would like to prepare PDF copies, Experience Manager Forms 6.4 enables you to deliver a consistent brand experience across all those communications.

Accelerate Digital Transformation and Going Paperless With Automated Forms Conversion Powered By Adobe Sensei

Organizations need mobile-ready and responsive digital forms. Building the form design, validation rules for the fields, and layout can be time consuming and error prone. Leveraging artificial intelligence (AI) and machine learning through Adobe Sensei, you can now automate the form conversion process. You simply provide the layout and PDF form, and with a single click, you can convert the paper-based form into a mobile-ready, digital form.

If you provide a collection of PDF forms, the AI can also detect commonly occurring fragments of form fields and extract those form fields into re-usable form fragments. You can also choose to automatically apply Adobe Analytics tags to the form, so visitor interaction can be measured and reported on.

Experience Manager Forms 6.4 is a ground-breaking release for us and we hope you share the same level of excitement and enthusiasm for it. We hope to see you at Adobe Summit North America in Las Vegas Mar 25-29, 2018 or at Adobe Summit EMEA in London May 3-4, 2018, where this and a whole host of other Adobe Experience Cloud content will be showcased.

Topics: Digital Transformation, Content Management

Products: Experience Manager