Connected experience.

Create a frictionless experience for your hyper-connected customers.
 
 
The challenge
 

Your customers crave continuity. 

In today’s marketplace, businesses don’t make the rules — customers do. And those customers are mobile, hyper-connected, and distracted. They’re engaging with your brand in a cross-channel ecosystem that is always changing. Because the demand for connecting these experiences is relentless, many brands struggle to keep up. And if you can’t deliver, customers leave. The following statements probably sound familiar:
 
“I’m having trouble delivering what my customers want.”  
Your customers expect continuous, personalized experiences in real-time, requiring a whole new level of design agility and data connectivity — and it needs to scale.
 
“My customers’ needs are evolving, and I’m struggling to keep up.”
You know your customers have gone mobile, but with so many devices, screens, and systems,maintaining consistency can feel overwhelming. 
 
“To continually connect and improve experiences, I need to be able to measure them.”
When experiences are difficult to measure and optimize, customer engagement suffers — along with your team’s energy and motivation. To meet this massive challenge, you need the ability to use data to fine-tune experiences and drive relationships, loyalty, and conversion. 

Common challenges for delivering a connected experience.

Resources are too scarce to design content for multiple channels.
 
Resources are too scarce to design content for multiple channels.
Design agility is limited and unable to match evolving customer expectations.
 
Design agility is limited and unable to match evolving customer expectations.
Data is disconnected across multiple systems and departments.
 
Data is disconnected across multiple systems and departments.
Consistent brand experiences are hard to implement across channels.
 
Consistent brand experiences are hard to implement across channels.
Evolving devices and software can make your technology obsolete.
 
Evolving devices and software can make your technology obsolete.

Consumers will be distracted with 20.8 billion connected devices by 2020. 1  Why it matters:

 
77%

77% of shoppers use a mobile device whileshopping in-store.2

71%

71% of marketers are already creating 10 times more content to support a growing number of channels.3

1. Gartner press release, November 2015, http://www.gartner.com/newsroom/id/3165317, accessed September 20, 2017.
2. “New Research Finds Consumers Use Mobile Devices for Product Information Whether Shopping In-Store or at Home,” Salsify, April 5, 2017.
3. Jaime Toplin, “The Mobile Checkout Report,” Business Insider Intelligence, December 23, 2015.
 
The solution

Satisfy customer cravings for a truly connected experience.

 
Disconnected experiences vs. connected experiences.
Disconnected experiences happen when disparate systems fail to communicate valuable data with each other. When marketers cannot port data, context, and content from one touchpoint to the next, a jarring customer experience is sure to follow, leading to low customer satisfaction, high customer attrition, and lower revenue. 
 
 
vs.
Connected experiences lead to fluid, cohesive interactions that delight customers across all channels and touchpoints. This means delivering a unified and continuous experience across every mobile device, screen, and web property a customer uses to interact with your brand. 

Connected experience = A continuous experience that is contextually relevant to the individual customer and spans all touchpoints and channels.

Connected experience = A continuous experience that is contextually relevant to the individual customer and spans all touchpoints and channels.

By developing a system to break down barriers between silos and manage content across all touchpoints, your company will:
LEARN about your audience and their interests.
DELIVER
fluid experiences across channels and devices.
ENGAGE customers through personalized marketing messages.
PERSONALIZE
 
the customer experience through context.
CREATE relevant, cross channel digital experiences.
ENGAGE
 
customers to boost relationships, conversions, and loyalty.
FOCUS on marketing instead of IT administration.
OPTIMIZE
 
experiences with data to drive business results.

Tell one story that resonates on every device.

Find out how in The Sum of Its Parts
 

The Adobe advantage

Connecting the customer experience with Adobe.

Adobe products help you compose, manage, and deliver ongoing experiences that adapt to each channel and screen. Our solutions allow you to create specific experiences for each audience segment, scale your workflows for a growing number of customers and touchpoints, and optimize content based on data insights. All these features combine to deliver intelligent customer engagements across every medium — giving your customers a consistent and connected view of your brand and message. 
 
To deliver connected experiences at scale, the technology you use needs to support and manage reusable content. We help you pair your content library with intelligence concerning audience preferences to assemble the best experiences for each touchpoint. The results entice customers to take action from any channel.

By connecting experiences with Adobe, you will:

Improve

 

IMPROVE
your understanding of customers and what resonates with them
.

Decrease

 

DECREASE
the time required to create targeted, compelling experiences.

Streamline

 

STREAMLINE
your ability to manage content across channels and devices.

Impact

 

IMPACT
engagement, conversion, and business results.

Learn to meet customers anywhere with connected experiences.

Learn to meet customers anywhere with connected experiences.

Follow along as one of our platform architects shares how to connect online and offline interactions.
 

Customer story

Royal Bank of Scotland
Secure customer interest with every transaction.
When the Financial crisis of 2007–08 shattered the outlook of banks around the world, the Royal Bank of Scotland (RBS) focused on a specific challenge — earning back customer trust. With our help, RBS gained new visibility into customer behavior, integrated customer experiences across physical and virtual environments, and delivered connected experiences — personally catering to customer needs at every turn.

Giles Richardson

"We don’t expect customer trust — we earn it. Using Adobe Experience Cloud, we are more helpful and relevant in every customer interaction online, through call centers, and in ranches."

Giles Richardson
Head of Analytics, RBS

Royal Bank of Scotland delivers connected experiences with Adobe to:

  • Increase customer conversion rates across mobile devices by 20%
  • Create a streamlined mobile experience where loan applications are processed in minutes — not days
  • Make website updates 42% faster, compared to the previous environment
  • Trade 40 content management systems for a single consolidated platform

Connected experiences make your brand shine everywhere your customers may be.

We help businesses like yours create connected experiences for their customers every day. We can take the guesswork out of personalization and optimization and make sure that your brand puts its best foot forward at every turn.
You centrally manage content across all channels and screen.
You centrally manage content across all channels and screen.
You reuse content for similar experiences on a variety of channels.
You reuse content for similar experiences on a variety of channels.
You understand context to create relevant and engaging experiences.
You understand context to create relevant and engaging experiences.

Create Connected Experiences.

Stop losing customers and start keeping pace with them instead. Deliver the experience they demand — the connected experience from Adobe.