Teaming with CIOs to reimagine customer experience management

Image of a black panther riding a surfboard created using AI.

We’re so excited to bring together many of the world’s leading Chief Information Officers (CIOs) at Adobe Summit, the world’s largest digital experience conference. The future of customer experience truly starts here, where leading brands share their own experiences and exchange ideas. As an enterprise business ourselves, we are passionate about learning from other businesses, sharing insights of our own and helping our customers achieve sustained, profitable growth over the short, medium and long term.

At Adobe, we have been helping companies tell their story, communicate with their customers, streamline their content supply chain, harness customer data and deliver personalized customer experiences for many years. In this era of generative AI, we are excited to team up with enterprises and their CIOs to reimagine what is possible with Customer Experience Management by truly delivering on the promise of personalization at scale — without the need to replace any infrastructure.

Partnering with CIOs

As CIOs know well, delivering a world-class digital experience requires an intentionally designed, end-to-end customer experience built upon unified customer data, deep customer intelligence, amazing design, real-time actions, unlimited content, relevant context-aware personalization and connected customer journeys across multiple channels and devices.

The CIOs we meet with tell us they are under a lot of pressure to provide the technological foundation capable of facilitating all these areas while still containing costs in a dynamic economy. At the same time, they must address all the requirements associated with data governance, regulatory adherence, privacy management and security. What they do not have is the time, infrastructure nor budget to affect their existing tech stack.

Adobe is here to help. We are proud to be the leading provider of digital experience platforms. Our Adobe Experience Cloud applications span the entire customer funnel, from acquisition to monetization and retention. In these times when two in three CIOs say cross-department collaboration is more important than ever, we offer businesses a single view of their customers’ data across every channel, so they can create precise segments and deliver personalized experiences, regardless of when and where a customer interacts with their brand. Over the last five years, our innovations in Adobe Experience Platform, Adobe Journey Optimizer and Adobe Customer Journey Analytics have made Adobe the leading platform for Customer Experience Management given the scale of the profiles, campaigns and interactions we process. These include 17 trillion segment evaluations per day!

Generative AI that’s truly enterprise ready

The era of generative AI holds great promise for each of these areas, but while it raises the bar on what is possible, it is also raising expectations. The reality many CIOs face is that most businesses have yet to find the secret sauce for truly operationalizing generative AI — taking it out of the sandbox and into their customer experience toolbox.

This is something we are eager to help our customers with at Adobe. We have built our generative AI solutions from the ground up to be enterprise ready. This means embedding generative AI directly into existing workflows and businesses’ current infrastructure. It means designing our content creation generative models to be commercially safe so businesses can deploy them with confidence to generate marketing content. It means using generative AI to simplify the user experience and make our products accessible to teams across the enterprise.

Take for example content creation. To date, the rollout of personalization at scale has been limited by the number of content variations business can create and the number of journeys they can deploy. So many of the businesses we talk with say that at scale, content is slow to produce. It takes a ton of manual effort. It is tough to align with their brand. It makes review and approval processes inefficient. Delivering it across formats and variations is a slog. To add insult to injury, the whole thing is expensive, assuming they have arms well enough around it to even know the true cost. A recent Adobe survey found nearly 90 percent of organizations are struggling with managing content through the end-to-end content lifecycle.

That is why at Adobe, we are bringing generative AI — along with real-time data and leading creative, experience and document tools — to every link of our customers’ content supply chains — the people, tools and workstreams they use to plan, create, produce, deliver and measure content. Through Adobe GenStudio, a generative AI-first, self-service app that enables marketing teams to accelerate on-brand content from discovery and ideation through creation and production to activation and measurement. With state-of-the-art gen AI powered by Adobe Firefly Services, their teams can create on-brand content with unprecedented scale and agility to deliver personalized experiences. Adobe GenStudio natively integrates with multiple Adobe applications across Adobe Creative Cloud and Experience Cloud including Adobe Express, Firefly, Adobe Workfront, Adobe Experience Manager, Customer Journey Analytics and Journey Optimizer. It can be used by brands and their agency partners to unlock new levels of creativity and efficiency in marketing campaigns.

Real-time data and insights

True personalization at scale requires businesses to unify content and data. We’re eager to partner with CIOs to bring the power of AI to these efforts. As the world goes “cookie-less,” getting more out of first- party data has never been more important. Adobe is here to help.

At Summit, for example, we announced Real-Time CDP Collaboration which, as the name suggests, makes data collaboration across publishing and advertising more seamless. It offers businesses new tools for discovering high-value audiences, reaching customers where they are and measuring the effectiveness of their advertising — all with a focus on customer privacy, and all without having to rely on third-party cookies.

Technology agnostic, Real-Time CDP Collaboration works with enterprises’ chosen ecosystem of data warehouses, identity and measurement partners.

For enterprise, by enterprise

As an enterprise ourselves, we have firsthand understanding of the crossroads faced by so many businesses seeking to do more with less and sustain profitable growth in a global economy that is more dynamic, a marketplace that is more crowded and a digital world that is most personal.

We are already trusted by the world’s leading businesses. Adobe Experience Cloud, for example, is relied upon by 11,000 customers globally across industries, with support from 4,500 global ecosystem members and over 500 partner integrations in Adobe Experience Platform.

At the end of the day, we seek to form a one-to-one relationship with each and every one of our customers. We aspire to help them build the same sort of one-to-one relationships with their own customers by delivering on the promise of personalization at scale.

We can’t wait to roll up our sleeves and get started with CIOs to reimagine Customer Experience Management in this age of generative AI, delivering on the promise of personalization at scale by delivering the right content to the right audience, on the right channel at the right time.