Industry insights

Magic Quadrant for Web Conferencing, 2011

David Mario Smith (Dec 05, 2011)

Adobe Connect is in the "Leader's" quadrant in Gartner's Magic Quadrant for Web Conferencing, 2011.

Magic Quadrant for Web Content Management, 2011

Mick MacComascaigh, et al (Nov 10, 2011)

Learn about the four major trends shaping the WCM market and why Gartner ranks Adobe a leader.

The Forrester Wave™: Web Analytics, Q4 2011

Forrester Research (Oct 06, 2011)

In a detailed look at the Web Analytics space, Forrester names Adobe a leader.

Magic Quadrant for Enterprise Content Management, 2011

Mark R. Gilbert, et al (Oct 13, 2011)

The Forrester Wave™: Document Output for Customer Communications Management, Q3 2011

Forrester Research (Sep 14, 2011)

In a detailed look at the DOCCM space, Forrester names Adobe a leader.

The Forrester Wave™: Web Content Management for Online Customer Experience, Q3 2011

Forrester Research (Nov 14, 2011)

In a detailed look at the WCM space, Forrester names Adobe a leader.

Vendor Rating: Adobe

Tom Austin, et al

The Emerging User Experience Platform

Gene Phifer

The Forrester Wave: Online Testing, Q3 2010

Forrester Research

In Forrester's first-ever Wave Report for online testing products, Adobe® Test&Target™ had the highest-rated product strategy and one of the highest current product offerings ratings.

The Forrester Wave: Web Conferencing, Q2 2010

Forrester Research

In this 60-criteria evaluation of web conferencing vendors, Adobe is recognized as a Leader. Forrester states, "Adobe offers the best user experience."

Poor Online Customer Experience Creates Disloyal Customers

Forrester Research (Jul 01, 2010)

Vendors, like their clients, believe they provide poor online experiences, and even though they escalate their customer experience to executives, they're not happy with the progress.

Customer Experience Lies Beyond Service Improvements

Forrester Research (Jun 01, 2011)

Satisfaction at all steps across the customer lifecycle is low. Fixing the research and purchase processes, specifically, represents a big opportunity for vendors.

Magic Quadrant for Business Process Management Suites, 2010

Jim Sinur, Janelle B. Hill (Oct 18, 2010)

Financial Services Companies: Poor Customer Experience Hurts The Bottom Line

Forrester Research (Jun 01, 2010)

Financial services companies lose business because of bad customer experience, and while customer experience is worst in the financial services industry, these problems are fixable.

Customer Experience is an International Challenge

Forrester Research (May 01, 2010)

Globally, companies are losing business because of bad customer experiences, and while expectations and satisfaction differ across world markets, one thing is clear: European companies are out of touch.

Does HTML 5 Herald the End of RIA Plug-ins? Not Really

Forrester Research (Apr 21, 2010)

Ultimately, HTML5 and RIA platforms will be complementary technologies, and enterprise development shops will need to invest in both approaches to deliver expressive applications that combine reach and richness.

The State of the Customer Experience

Forrester Research (Feb 19, 2010)

To understand what companies are up to in their customer experience endeavors, Forrester surveyed 141 executives from large North American firms.

Rating Customer Service Experiences

Forrester Research (Jan 28, 2010)

In this study, consumers evaluate customer service experiences across 14 industries.

Customer Experience Index

Forrester Research (Jan 11, 2010)

Forrester's third annual Customer Experience Index analyzes the degree to which firms are effective at delivering good customer experiences and provides recommendations for building a customer experience discipline.

Adobe’s Approach to Customer Experience Management

Adobe (Aug 31, 2011)

Learn how Adobe’s comprehensive, market-leading customer experience management solutions help organizations change the way they engage with customers.

Senior IT manager’s guide to customer experience management

Adobe (Aug 31, 2011)

To reap the rewards of CEM, the software and systems that support the business must be designed and realized in ways that drive increasing customer engagement and commitment.

Customer Experience: Why IT Can't Stand Still

Adobe, IDG (Jul 11, 2011)

With growing reliance on online interactions, companies are competing to provide a better and more cost-effective online experience that meets customers’ needs.

Exceptional Customer Experience: How to Turn Customers into Advocates

Adobe (Jun 01, 2010)

Customer expectations have never been higher. Learn how your organization can deliver the experiences required to acquire, keep, and cultivate your customer base.

The CIO's Mandate: Creating Compelling Customer Interactions

Adobe, IDG

Read the latest from Adobe and IDG research to understand how companies must create a consistent, relevant customer experience using technology across all communications channels.

Use IT to Deliver a Superior Customer Experience — and Beat the Competition

Adobe, IDG

Read the latest from Adobe and IDG research on the instrumental role IT plays in the customer experience. By focusing on automation and self-service applications, CIOs will give their companies a competitive edge.

Online Collaboration and Training for Financial Services

Adobe

This paper explores how several customers are using Adobe® Connect™ software to solve online collaboration and web conferencing challenges in the financial services industry today.