Adobe : Michael Klein Adobe Delivers New Customer Experience Management Innovations for Retailers at NRF 2019

To stand out as a retailer, you must be exceptional which comes down to one thing - experience. The customer experience is always right, and retailers must lead in Customer Experience Management (CXM) to stay competitive and drive shopper loyalty. Adobe is helping retailers address this, with 80 of the top 100 U.S. online retailers relying on Adobe Experience Cloud.

In today's challenging retail landscape, ecommerce is carrying the torch for retail growth overall. Despite many retailers reporting slower than expected consumer spending for the 2018 holiday season, digital was a diamond in the rough. 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 according to Adobe Analytics.

Today we're introducing innovations in Adobe Experience Cloud that help retailers excel in CXM across physical and digital storefronts. Adobe Sensei, our AI and machine learning technology, further automates CXM, helping retailers work smarter and faster. Our new capabilities for retailers include:

• Uncover insights that drive conversions & loyalty: Retailers are struggling to keep up with an avalanche of data from websites, mobile apps, smart speakers and more. 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 and answer questions that retailers never thought to ask, and adapt over time to user feedback to make its insights more and more personalized. A retailer may, for example, uncover and resolve a bug on a critical web page that would have resulted in lost revenue.