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Adobe Creating an Industry Around Digital Engagement and Customer Experience Management

Shantanu Narayen, Adobe CEO, recently discussed on CNBC about how Adobe is working to actually create a brand new industry focused on digital engagement and customer experience management. I thought this was interesting in that this makes Adobe a CRM company competing with the likes of Salesforce, rather than what most people think when they hear the name Adobe, a company providing creative, marketing and document solutions.

Much of this new focus will rely on their AI solution, platform Adobe Sensei, which you can read more about here.

Narayen’s expands on Adobe’s intent to be a CRM leader in the excerpts below:

We really believe that what’s happening is that every enterprise wants to in real time engage with customers. When you think about what CRM used to be, CRM was more about a record that was in a relational database. That is not as important as what you do with that customer information and how you make action out of it.

That’s where the Adobe and Microsoft partnership is so valuable because together with what they have done with Azure and the ability for people to process the data at the pace at which they want and what Adobe has done. We enable people to attract customers to your platform. We allow you to engage it. We think we’re actually creating a brand new category and industry which is all about digital engagement and customer experience management, far more critical than what a record might store.

We continue to think that content and data and how content and data come together is really where this magic happens. You’ve walked into a retail store you’re accessing an application on a mobile device and it’s all about what’s the right content that’s being delivered based on the intelligence.

I think it’s a dramatically different approach that Adobe has pioneered and I think it’s companies like Adobe and Microsoft and SAP who actually see this vision for what’s happening in the world.

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