Adobe Delivers New Customer Experience Management Innovations for Retailers at NRF 2019

by Michael Klein

posted on 01-15-2019

To stand out as a retailer, you must be exceptional which comes down to one thing – experience. The customer experience is always right, and retailers must lead in Customer Experience Management (CXM) to stay competitive and drive shopper loyalty. Adobe is helping retailers address this, with 80 of the top 100 U.S. online retailers relying on Adobe Experience Cloud.

In today’s challenging retail landscape, ecommerce is carrying the torch for retail growth overall. Despite many retailers reporting slower than expected consumer spending for the 2018 holiday season, digital was a diamond in the rough. Adobe Analytics found online sales increased 16.5% during the 2018 holiday season, over seven times the rate of brick and mortar stores with 2.3%* growth. Buy online pick up in-store (BOPIS) increased 50% YoY according to Adobe Analytics.

Today we’re introducing innovations in Adobe Experience Cloud that help retailers excel in CXM across physical and digital storefronts. Adobe Sensei, our AI and machine learning technology, further automates CXM, helping retailers work smarter and faster. Our new capabilities for retailers include:

These new innovations will be on demonstration at NRF at booth #4837 (Adobe) and booth #4125 (Magento, an Adobe Company).

Experience Cloud played a pivotal role in supporting retailers during the busiest time of the year — the holiday season. On Black Friday, Experience Manager enabled shoppers with a record 42 billion rich content interactions. Adobe Target delivered 28% more engagements on Black Friday and 45% more on Cyber Monday in 2018 in comparison to 2017. Advertising Cloud handled 18.44 million search clicks in December 2018, and averaged 170.1 million demand-side processing (DSP) and creative impressions daily.

Topics: Digital Transformation, Corporate Marketer, News, Retail

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