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Adobe Delivers New Customer Experience Management Innovations for Retailers

January 17, 2019 Tech No Comments Email Email


In today’s challenging retail landscape, ecommerce is carrying the torch for retail growth overall. Adobe Analytics found online sales increased 16.5% during the 2018 holiday season, over seven times the rate of brick and mortar stores with 2.3% growth. Buy online pick up in-store (BOPIS) increased 50% YoY.

Today, Adobe is introducing innovations in Adobe Experience Cloud to help retailers excel in CXM across physical and digital storefronts. Adobe Sensei, Adobe’s AI and machine learning technology, further automates CXM, helping retailers work smarter and faster.

The new Adobe capabilities for retailers include:

  • Uncover insights that drive conversions & loyalty: Virtual analyst in Adobe Analytics leverages Adobe Sensei to scour retailers’ data and prioritize changes that will improve the customer experience and ultimately drive the business. Its aim is to automatically surface an answer questions that retailers never thought to ask, and adapt over time to user feedback to make its insights more and more personalized.
  • Close the mobile conversion gap: The 2018 holiday season saw 51.4% of visits from smartphones but only 31% revenue from smartphones according to Adobe analytics. The new Progressive Web Applications (PWAs) Studio in Magneto Commerce Cloud, part of Experience Cloud, solves this challenge by enabling merchants an developers to build online stores with fast, engaging app-like experiences that boost conversions and enhance the pervasiveness of the in-store experience. Merchants can leverage PWAs to improve engagement, simplify payments, issue push notifications and drive traffic in-store to enhance the shopper experience at a fraction of the cost.
  • Easily design, personalize and optimize ads: With a new self-serve platform, Adobe Advertising Cloud Creative, retailers can now control rapid rollout of new offers, and designs without the painful and expensive steps of re-trafficking or starting the design process from scratch. Native integrations with Adobe Creative Cloud an Adobe Analytics Cloud enable retailers to more easily personalize ads based on the potential customer’s shopping behavior, loyalty program status and more. Additionally, new Adobe Sensei-powered capabilities enable retailers to manage, optimize and report on search ad campaigns specifically for retail promotions and events. Advertising Cloud’s performance optimization and forecasting capabilities increase traffic to retailer ecommerce websites and physical stores during promotional periods.
  • Leverage photobased product search and videos from social media: A project Adobe Research is previewing for potential integration in Adobe Experience Manager offers the industry’s most accurate photo-based search results. Adobe Sensei in Experience Manager automatically searches a retailer’s entire inventory online and serves up clothing similar to the photo. Smart Tags is being enhanced in Experience Manager to handle video as well.
  • Connect data and act on it in real time: Retailers struggle to attain a complete view of shoppers’ interactions and their own operations. Adobe and Microsoft’s combined CXM and sales capabilities, coupled with Adobe, Microsoft and SAP’s Open Data Initiative, address this, providing retailers with a holistic view of their customers and the ability to create real-time personalized retail experiences both on and offline.

These new innovations were demonstrated at the NRF Show 2019 (National Retail Federation) in New York City, earlier this week.

To read more about how Adobe’s new product announcements will help retailers excel at creating customer experiences that truly stand out, please refer to the full blog post. To find out more about Magento’s new PWA studio and the seismic advancement in the evolution of the mobile web, you can refer to this blog post.



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