New Solutions Empower Marketing and IT to Transform Multi-Channel Customer Experiences

Adobe Systems Incorporated (Nasdaq:ADBE) today announced its new Adobe Digital Enterprise Platform for Customer Experience Management (CEM). The platform enables enterprises to build immersive, multi-channel digital interactions for today’s social and mobile customers. A significant milestone in the delivery of its CEM vision, the new offering by Adobe gives enterprises the ability to bring together marketing and IT to deliver engaging, authentic solutions that increase brand loyalty and bolster competitive differentiation.  

Additionally, Adobe is delivering a new set of Customer Experience Solutions, built on the Adobe Digital Enterprise Platform, to help marketers and line of business executives drive personalized, targeted connections and campaigns both online and offline. For IT organizations, the platform helps to optimize customer interactions across all lines of business. With this comprehensive offering for both marketing and IT, enterprises can now drive transformation of customer experiences for acquisition, retention, and brand advocacy.

Powering Customer Experiences with a Unified Platform
Adobe’s new offering is a modular, open, standards-based platform for delivering engaging digital solutions across social, Web, mobile, and print channels. It provides enterprises a unified foundation to make, manage and deliver multi-channel digital experiences leveraging HTML5, Adobe® AIR®, Flash® Player, and Adobe Reader®. Additionally, it includes integration with the Adobe Online Marketing Suite to optimize digital marketing campaigns and personalized digital experiences across all marketing, sales and service delivery channels.

Also released today, mobile application development gets a boost through integration with Adobe Flash Builder® and Flex. Integrated with the Adobe Digital Enterprise Platform, Flash Builder 4.5 and Flex 4.5 now include new support for building mobile applications for Android devices, BlackBerry PlayBook, iPhone and iPad (see separate press release). With smartphones and tablets proliferating in the enterprise, IT organisations are looking for a way to more efficiently build, deliver and support applications across a broad range of devices and platforms. Using Flash Builder and Flex, enterprises can now use one tool, one framework and one codebase to create high-performance applications that run on the Web, desktops and top mobile platforms.

Driving Customer Engagement Throughout the Customer Lifecycle

Built on the Adobe Digital Enterprise Platform, Adobe’s new Customer Experience Solutions power new customer-centric experiences out-of-the-box:

• Integrated Content Review – Speeds time-to-market for new marketing campaigns and customer experiences. Improves workflow and processes required to create, review, store and rapidly adapt digital content through different target segments across the entire customer journey.
• Web Experience Management – Attracts new customers by providing business and marketing professionals with a solution for creating, managing and publishing rich content across Web, social, mobile and email.
• Customer Communications – Improves customer loyalty by centralizing and managing the creation, assembly and multi-channel delivery of secure, personalized, interactive correspondence and statements. The solution allows enterprises to generate new revenue sources, reduce costs, improve customer loyalty and meet compliance regulations.
• Social Brand Engagement – Enables enterprises to engage with new and existing customers to create community, driving brand loyalty and commitment on enterprise-owned digital properties in addition to public social media sites.
• Selection and Enrollment – Reduces online abandonment and time-to-market with effective product enrollment experiences and empowers business users to quickly set up and launch online enrollment experiences.
• Unified Workspace – Empowers customer-facing agents to provide superior service by getting fast access to critical information, enabling them to resolve inquiries and cases with accuracy and efficiency.