Forging Engaging Digital Experiences With Adobe Experience Manager

1
Forging Engaging Digital Experiences With Adobe
Experience Manager
According to Forrester, only 3 of American
brands were customer-obsessed in 2022 a drop
of 7 from the previous year. Besides, the
quality of digital CX dropped for 19 of brands.
However, its not unknown that every business
wants to deliver the best and most consistent
digital experience for every potential user or
customer.
2

• Favorably, with its content management and
  digital asset management capabilities, Adobe
  Experience Manager (AEM) can help businesses in
  creating an excellent digital experience for
  users. But before we get into how AEM makes this
  possible, lets understand the criticality of
  user experience and why brands must consider
  mapping their online customers journey.
• Why Is User Experience Customer Journey Mapping
  Important?
• As outlined by the prominent cognitive scientist
  Don Norman, a product is much more than a
  product. Its, in fact, a cohesive, integrated
  set of experiences. With an integrated UX,
  companies can create products that provide a
  meaningful and relevant experience to their
  users.
• Today, brands look to improve the overall product
  UX to achieve the following objectives
• Fulfill all their user needs and enhance customer
  satisfaction
• Provide a positive brand experience for every
  user to bolster brand loyalty
• Define and map the customers journey and their
  interactions with any product or service
• Improve the ROI on product development
• According to a 2018 study, two-thirds of CX
  professionals had already utilized customer
  journey mapping in their organizations. This
  practice would be even more common now. 90 of
  them reported a positive impact, while one-third
  reported an extremely positive impact.
• Through an effective customer journey map,
  organizations can visually represent how
  customers interact with their products. This
  typically includes mapping multiple external and
  internal touchpoints, including social media
  platforms, digital ads, landing pages, CTAs, and
  user registration forms.

3

• Here are some of the business benefits of
  customer journey mapping in the field of UX
  design
• Leads to a better digital experience for the
  users
• Enables brands to reach out to a wider audience
• Improves the effectiveness of the marketing
  strategies
• Next, lets discuss how Adobe Experience Manager
  helps in delivering an exceptional user
  experience.
• How Adobe Experience Manager Can Create Engaging
  Digital Experiences
• In its 2023 Magic Quadrant report, Gartner named
  Adobe as the leader in digital experience
  platforms for the 6th successive year. As a
  content management and digital experience tool,
  AEM allows organizations to create, manage, and
  deliver content across multiple customer
  touchpoints.
• Organizations can use it to deliver a
  personalized user experience to engage customers
  and fulfill their needs. Here are four AEM
  capabilities that help create an engaging
  digital experience
• 1. Content Management
• As a content management system, AEM can optimize
  individual customer journeys across all
  touchpoints. Organizations can manage content
  assets in the form of documents, images, videos,
  online forms, and more. By using structured brand
  content across digital channels, it can help in
  building and delivering a consistent brand
  message to all customers.

4

• Digital Asset Management
• AEM can also elevate user experience with its
  digital asset management (DAM) feature. DAM is a
  powerful capability for any organization dealing
  with media files in the form of images, videos,
  and audio recordings.
• Built using Adobe Cloud technology, AEM enables
  brands to access digital assets from any
  location. Additionally, AEM can automatically
  convert digital media assets (using centralized
  workflows) to various formats.
• Digital Enrollments
• Digital enrollment is a powerful tool used to
  embed valuable customer information in an online
  form. AEM provides an easy, intuitive digital
  enrollment solution that automatically pulls
  customer data into online forms, thus
  streamlining the enrollment process. This
  capability is also useful for performing quick
  customer surveys.
• Cloud Services
• As a cloud-enabled service, AEM enables companies
  to be agile, flexible, and scalable. With the
  AEM Cloud Service API, organizations can
  integrate AEM applications and content on the
  cloud platform. AEM is also part of the Adobe
  Experience Cloud (AEC) that delivers exceptional
  digital experiences for customers.
• Next, lets look at some of the successful case
  studies of the Adobe Experience Manager.
• Adobe Experience Manager Case Studies
• One successful case study is that of AAA
  Northeast. Established in the year 1902, this
  brand has been delivering roadside assistance to
  over 5.7 million members in Rhode Island.

5
By transforming the digital channels using Adobe
Experience Cloud and Manager, the company
improved its online renewal rate by 13 and
increased new online memberships to 45. Among
other customer success stories, global
manufacturing brand Philips migrated over 1.4
million web pages and 350 users to AEM-based
managed services. Using AEM, Adobe Target, and
Adobe Analytics, the brand built an innovative
and engaging digital marketing platform for
facilitating a personalized UX. The result was a
90 reduction in costs. Joost Van Dun of Philips
says that AEM managed services is a smart
solution that enables us to deliver new
information and experiences faster, as well as
helps ensure that every page a customer visits
is true to the Philips brand. With over 250
global websites and 500,000 digital assets, Kao
Corporation is using AEM to support its
extensive product line. With the implementation
of AEM for the websites, the company improved the
speed of updates and localization by 20, thus
improving the overall CX. Adobe Experience
Manager is an excellent solutionthe Kanebo
global site once relied upon an embedded parent
script, but now its one of our cleanest
websites, says Tsuyoshi Tanaka of
Kao. Wrapping Up As a powerhouse for digital
content and assets, Adobe Experience Manager
(AEM) is the right tool to deliver personalized
user experiences. With an experienced partner
like EnFuse Solutions, organizations can
implement AEM for a variety of customer needs.
We help businesses easily personalize their
content and deliver a consistent digital
experience to their customers. Contact us today
to learn more. Read More Best Practices For
Migrating To Adobe Experience Manager