Adobe launches AI-driven updates for personalised CXO

Adobe has introduced a series of AI-focused advancements designed to enhance Customer Experience Orchestration (CXO) through its Adobe Experience Platform.

These innovations are built on Adobe's AI Platform, which integrates AI agents and models from Adobe and third-party ecosystems.

This unification aims to provide personalised experiences at scale, facilitated by the Adobe Experience Platform, which collates customer experience data and orchestrates AI agents.

Anil Chakravarthy, President of Digital Experience Business at Adobe, stated, "Adobe is uniquely positioned to guide companies to a dynamic era of Customer Experience Orchestration, where creativity and marketing come together with AI to deliver true one-to-one personalisation at scale."

"We are delivering numerous innovations built on Adobe's AI platform to boost the capacity of teams and help them drive the most impactful customer experiences, empowering businesses across industries to capture this massive opportunity."

The Adobe Experience Platform Agent Orchestrator is highlighted as a new capability allowing enterprises to deploy and manage AI agents that engage directly with customers.

This includes integrating commercially safe AI models through Adobe Firefly to optimise content production.

Adobe Experience Cloud, a suite for analytics, journey orchestration, and content management, supports over a trillion experiences annually. The platform continues to power significant growth, with a reported 50% year-over-year revenue increase in FY2024 for its key applications, and a 30% increase in new customers.

Adobe has also announced several strategic partnerships with leading companies including Amazon Web Services, Microsoft, and Publicis Groupe.

These partnerships aim to enhance AI agent interoperability and support the development of a unified customer experience framework.

The company has expanded its GenStudio content supply chain offering, adding capabilities to Adobe Firefly Services and Custom Models to aid content production. These updates are designed to remove bottlenecks in content management and optimise workflows for marketing and creative teams.

In a bid to drive further customisation and industry-specific solutions, Adobe is collaborating with consulting firms like Accenture, Deloitte Digital, and EY.

These partnerships are intended to support businesses in leveraging AI to enhance daily operations and customer experiences.

The introduction of the Adobe Brand Concierge marks another step towards conversational and immersive customer experiences.

This application will aid businesses in guiding consumers from exploration to purchase decisions, facilitating tailored interactions in enterprise B2B settings as well.

Finally, Adobe has rolled out new solutions aimed at refining the content supply chain with Adobe GenStudio Foundation, which integrates various content management functionalities into a single interface, enhancing performance marketing and content analytics.

The new offerings from Adobe aim to deliver tools and platforms that support businesses in creating highly personalised and engaging consumer interactions in an increasingly competitive digital landscape."