When you provide an amazing brand experience, your customers are more likely to return, and tell family and friends about their positive experience. This is what every brand strives for when they think about winning in customer experience management (CXM). And yet, what we hear about more often are the bad experiences. Maybe it’s that a brand lost an important order. Or that a brand isn’t getting any customer feedback, because their content isn’t relevant or interesting to whom it’s being served.
A part of the challenge is that most organizations don’t realize that the content they are creating isn’t appealing to their customers. Another issue: enterprises often suffer from departmental silos, meaning the various business units that touch the customer experience don’t realize how their separate decisions impact the overall customer journey.
As consumers continue to raise the bar for exceptional experiences in today’s digital economy, it’s becoming table stakes for brands to not only create compelling content, but to deliver it to the right customer, at the right time. To that end, we’re excited to announce several Adobe Experience Manager innovations allowing for swift creation of digital assets for various personas through artificial intelligence (AI) and automation, and democratizing access to only the best content across the enterprise.