Making experience your business
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People are buying experiences not products. Experience Businesses outperform their peers in business metrics spanning the entire customer journey. Experience Business leaders invest deliberately in initiatives and technologies that support strong Customer Experiences. Sultan explores the key building blocks of an Experience Business and share stories behind some leading brands that successfully teamed up with Adobe and Capgemini and are making experience their business
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Making experience your business
- 1. © 2018 Adobe Systems Incorporated. All Rights Reserved. Making Experience your Business is good for Business Sultan Semlali – Business Consultant
- 2. © 2018 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Agenda 2 The rise of Experience Business Making Experience your Business is good for Business Next StepsLeveraging AI and Adobe Sensei to improve Experience
- 3. © 2018 Adobe Systems Incorporated. All Rights Reserved.
- 4. © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
- 5. © 2018 Adobe Systems Incorporated. All Rights Reserved. Not Products
- 6. © 2018 Adobe Systems Incorporated. All Rights Reserved. Experiences start with
- 7. © 2018 Adobe Systems Incorporated. All Rights Reserved. Experiences are powered
- 8. © 2018 Adobe Systems Incorporated. All Rights Reserved. Art of Content Science of Data
- 9. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Media Agencies, Search-. Campaign-, Activation agencies SI, Digital, ‘Full’ service & Ecommerce agencies Base marketing Agencies, Loyalty campaign agencies, E-mail marketing agencies DSP, Social listening & engagement, Programmatic buying CMS & Ecommerce solutions, Apps, personalization CRM, E-mail marketing, Loyalty solutions, Call Centre, Marketing Automation solutions Acquisition and campaign teams Web & Mobile teams CRM and retention teams 9 Acquisition Conversion Retention SEM Social ads Display ads Web App Kiosk/ ATM Branch/ Agency Call Center (E)mail SMS Social Paid Media Dig. Channels Offline Channels Customer Communication Unfortunately, Customer Journeys are Fragmented
- 10. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 10 Acquisition Conversion Retention SEM Social ads Display ads Web App Kiosk/ ATM Branch/ Agency Call Center (E)mail SMS Social Paid Media Dig. Channels Offline Channels Customer Communication Bringing together Data and Content is key to seamless Customer Journeys ADOBE EXPERIENCE PLATFORM SEMANTICS & CONTROL ACTION CONTENT WORKFLOW DATA PIPELINE MACHINE LEARNING CONTENT PIPELINE UNIFIED PROFILEDATA CONTENT
- 11. © 2018 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Agenda 11 The rise of Experience Business Making Experience your Business is good for Business Next StepsLeveraging AI and Adobe Sensei to improve Experience
- 12. © 2018 Adobe Systems Incorporated. All Rights Reserved. 1.6xbrand awareness 1.9xaverage order value 1.9xreturn on ad spend 1.6xcustomer lifetime value 1.5xemployee satisfaction 1.7xcustomer retention 1.6xcustomer satisfaction rates 36% Faster revenue growth rates Making Experience Your Business Is Good For Business https://wwwimages2.adobe.com/content/dam/acom/en/experience-cloud/research/roi/pdfs/business-impact-of-cx.pdf
- 13. © 2018 Adobe Systems Incorporated. All Rights Reserved. MAKE TECHNOLOGY TRANSPARENT KNOW ME & RESPECT ME DELIGHT ME AT EVERY TURN SPEAK IN ONE VOICE
- 14. © 2018 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Agenda 14 The rise of Experience Business Making Experience your Business is good for Business Next StepsLeveraging AI and Adobe Sensei to improve Experience
- 15. © 2018 Adobe Systems Incorporated. All Rights Reserved. Adobe Sensei Powering experiences with intelligence
- 16. © 2018 Adobe Systems Incorporated. All Rights Reserved. Sensei is a framework and set of intelligent marketing services built into the Adobe Cloud Platform, enabling our customers to create, intelligently combine, and deliver assets for personalized experiences in real time, and at massive scale. Sensei for the Experience Business
- 17. © 2018 Adobe Systems Incorporated. All Rights Reserved.
- 18. © 2018 Adobe Systems Incorporated. All Rights Reserved. Computational Creativity Experience Intelligence Understanding Content
- 19. © 2018 Adobe Systems Incorporated. All Rights Reserved. Attribution Personalization Anomaly detection Sentiment analysis Audience segmentation Budget allocation Predictive clicks Auto-tagging Audience tagging Contribution analysis Automated insights Lookalike modelling One-click personalization Intelligent alerts Content intelligence Morph cut Font recognition Face aware editing Semantic segmentation Semantic structure analysis Document flow extraction Document similarity Document summarization Optical character recognition Smart tags Image Similarity Search 3rd Party Data Recommendations Send Time Optimization Predictive Fatigue Virtual Analyst for Insights New Intelligent Alerts One-Click Personalization Fluid Experiences Auto-target Enhanced anomaly detection Contribution analysis VR Advertising Intelligent website personalization Geo-based audience targeting Computational Creativity Experience Intelligence Understanding Content
- 20. © 2018 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Agenda 20 The rise of Experience Business Making Experience your Business is good for Business Next StepsLeveraging AI and Adobe Sensei to improve Experience
- 21. © 2018 Adobe Systems Incorporated. All Rights Reserved. https://symposium-emea.adobe.com/nl/
- 22. © 2018 Adobe Systems Incorporated. All Rights Reserved. Technology & Talent
- 23. © 2018 Adobe Systems Incorporated. All Rights Reserved. https://experienceleague.adobe.com