Realizing Value from Adobe Technology Investments

As the industry prepares for the Adobe Summit, we’re taking time to reflect on our partnership with Adobe. For over 25 years, iCrossing has utilized Adobe technology tools to enable next-generation experiences for our clients, helping shape digital and experience transformation stories for Fortune 500 companies across the globe.

When creating a roadmap for transformation, it is common for enterprises to struggle to realize the value of their prior investments.  Selecting the right partner for technology and implementation is crucial for empowering teams to efficiently manage experiences and unlock the potential of their customers.

Our Partnership with Adobe

To establish an effective technology roadmap, iCrossing partners with Adobe--a recognized technology leader that is positioned to solve today’s challenges and enable tomorrow’s needs. Through our partnership we can reach audiences through any channel online, offline, and in the moments that matter.  For example, an iconic automotive Fortune 500 brand with millions of global customers relies on iCrossing and Adobe to deliver customized consumer journeys at scale, reaching people online, in-store locations, or proactively on their mobile devices.  With Adobe Experience Cloud and thoughtful experience design – every touchpoint becomes an opportunity to develop a frictionless, engaging customer experience.

Building Digital Experiences with Adobe Experience Manager

Adobe Experience Manager (AEM) provides a suite of content management, UI design, and analytical tools that our agency uses to design and implement improvements for the customer experience. For one prominent automotive client, the websites that we manage are directly responsible for over $2B in annual revenue per year, and we continue to build on this impact by introducing new features that shape customer experience.

To drive more value from our AEM investments, we leverage our custom component library across UX, creative, and engineering development to speed up processing and reduce cost of maintenance. A uniform design system across Figma and within our AEM component library enables us to envision new approaches to UI design and development, content and asset management, analytics, and reporting. This strategy of combining Adobe products with our management and expertise saved over $11M in development costs and delivered a better overall experience for customers.

Moving From Digital to In Person with Adobe Experience Manager Screens

Adobe Screens provides one of our largest clients with an out-of-the-box platform to achieve synchronicity between their digital and in-store experiences. AEM Screens connects the AEM Sites’ digital design with hundreds of in-store digital displays across their retail footprint to build an integrated omni-channel experience. These in-store displays inform customers of the latest promotions and product details and reinforce key campaigns and messages that they have likely seen in other channels. With the help of iCrossing, these stores maintain custom-built interactive kiosk experiences, which allows customers to explore product and service details – whether on their own or alongside a sales representative.

As we continue to build personalized and tailored experiences for the customer across channels, we create an immersive customer experience right when engagement with the brand is at its highest: in a brick-and-mortar store, with a high purchase intent. The program's success has enabled plans to continue expanding into a broader set of retail locations projected to encompass our client’s entire 2000+ store ecosystem.

Content Management at Scale with Adobe Experience Manager Assets

All marketing channels require world-class content management. For managing digital assets at scale, iCrossing clients turn to enterprise-wide digital asset management (EDAM). With multiple outbound channels that need creative and design support from a potentially wide range of sources, a comprehensive approach to governance, brand adherence, and reusability is crucial to efficient scalability. AEM Assets provides many of our customers with a consolidated EDAM that includes taxonomy, tagging, workflow, and approvals to support these needs and reduce time to market. A recent client program combined a structured AEM Assets implementation with a real-time 3D rendering engine to support immersive eCommerce interfaces. These scalable, reuse scenarios are powered by the robust technology from Adobe and the strategic implementation by iCrossing to realize value.

The Future Is Now

Harnessing the power of Adobe there is no limit to how we create omnichannel brand experiences across digital touchpoints and in-store. When Adobe products are selected properly, implemented for scale, and staffed for optimization, both technical development and business teams are empowered to support industry-leading experiences for customers.

As we plan for the year ahead, our clients are continuing to evolve their personalization and customized recommendation engines, serving rich experiences fueled by customer data. Recently, a client launched personalized experiences for personal shopping tools, serving customers with product recommendations based on their preferences, and millions in incremental annualized revenue for our clients.

If you’re attending Adobe Summit or want to learn more about how to leverage Adobe tools for your digital transformation needs, contact us.