Adobe Experience Platform Bootcamp
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The document provides an overview of Adobe Experience Platform (AEP) and its application services, emphasizing its role in customer experience management (CXM). It details objectives such as understanding data schemas, real-time data streaming, segmentation, and API usage while highlighting the importance of CXM in enhancing customer engagement and satisfaction. AEP is positioned as a crucial tool for enriching customer profiles and orchestrating personalized experiences across channels to drive business growth.
Adobe Experience Platform Bootcamp
- 1. DAY 1 INTRODUCTION TO AEP AND ITS BUSINESS NEED
- 2. OBJECTIVE • To gain full understanding of Adobe Experience Platform and all its application services
- 3. GOAL • Understand and explain XDM, Schemas, Field Groups, Datasets • Explain AEP to a customer and how it can help them drive ROI • Configure an AEP Data Collection property and setup AEP Web SDK Extension in Launch • Stream data into AEP in real time using AEP Web SDK • Batch ingest data into AEP using a workflow • Visualize and use real time customer profile in AEP • Create segments • Use AEP APIs • Use SQL to query data and join two datasets • Use Journey Orchestration to configure real-time trigger-based journeys • Use CJA to report on omnichannel customer data from various sources
- 4. CXM What and why? • What is CXM? • Why does it matter?
- 5. WHAT IS CXM? Customer experience management, often called CXM or CEM, is a system of marketing strategies and technologies that focus on customer engagement, satisfaction, and experience. https://dynamics.microsoft.com/en-us/marketing/what-is-customer-experience-management-cxm/
- 6. WHAT DOES CXM DO? • Approach to relationships beyond tools and software • Achieving digital transformation that puts customer at the center of business • Prioritizes orchestration and personalization of entire end to end customer experience • Helps to do it at scale, any channel in real time https://dynamics.microsoft.com/en-us/marketing/what-is-customer-experience-management-cxm/
- 7. WHAT DOES CXM DO? https://dynamics.microsoft.com/en-us/marketing/what-is-customer-experience-management-cxm/ Qualitative Focused Anticipatory Unifies relationship data across full customer lifecycle and prioritizes customer experience Focuses on customer engagement to drive profitability Anticipates and responds faster to customer needs and uses AI and applied CRM data for real-time impact on customer experience.
- 8. WHY DOES IT MATTER? https://dynamics.microsoft.com/en-us/marketing/what-is-customer-experience-management-cxm/ Understanding Loyalty Competitiveness Measurement • Enhanced view of customer behaviors and preferences • Provides personalized experiences that customer demands • Cultivates deeper and lasting relationships with customers • Create seamless customer journeys • Increase customer satisfaction and reduce churn • Increases win rate of offers • Interprets large volumes of data • Make informed, customer centric, business decisions
- 9. HOW IS AEP RELATED TO CXM? A good customer experience management software should help an organization to: Enrich customer profile with real time data Integrate with current ecosystem Adapt and extend personalization Orchestrate cross channel customer journeys Capability to help organization grow Respect customer privacy
- 10. HOW IS AEP RELATED TO CXM? A good customer experience management software should help an organization to: Enrich customer profile with real time data Integrate with current ecosystem Adapt and extend personalization Orchestrate cross channel customer journeys Capability to help organization grow Respect customer privacy
Editor's Notes
- #6: Let’s break it down into 3 parts Customer Engagement Satisfaction Experience
- #7: CXM helps an organization to understand and serve its customers in a truly, personalized manner
- #8: CXM helps an organization to understand and serve its customers in a truly, personalized manner
- #9: Achieve a deeper understanding of customers Gives an enhanced view of customer behaviors and preferences across all touchpoints. Allows more detailed segments to provide the highly relevant personalized experiences that customers demand and that drives increased conversions. Drive loyalty and retention Delivers personalized experiences and create seamless customer journeys with advanced {{hyperlink}}. Cultivates deeper, lasting relationships with customers through intelligent service, product recommendations, and loyalty incentives. Maintain a competitive edge Improves operational performance to increase customer satisfaction and lower customer churn. Increases the win rate of offers and lowers service costs. Measure the success of initiatives Gathers and interprets much larger volumes of data—allowing for more accurate visibility into the success of your engagement efforts. Helps to make more informed, customer-centric business decisions.