IT Employment

Adobe's Approach to Customer Experience Management

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Executive Summary

The financial impact of delivering improved customer experiences is significant. Forrester estimates the annual revenue gains from improved customer experiences can range from $46M to $1.7B, depending on industry. Despite the market opportunity and increased focus on experience, the majority of customers find the experiences with companies they do business with to be far short of excellent. Current approaches are failing because of their inside-out focus. This whitepaper explores how to consistently deliver great experiences through a combination of organizational focus and innovative use of technology.

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