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

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

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Experiences start with

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Experiences are powered

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Art of Content Science of Data

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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

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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

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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

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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

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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/

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Technology & Talent

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https://experienceleague.adobe.com