Adobe reinvents its customer experience

• Autores: Gerald C. Kane
• Localización: MIT Sloan management review, ISSN 1532-9194, Vol. 57, Nº 4, 2016, págs. 3-3
• Idioma: inglés
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• Resumen

  • In an interview, Donna Morris, Adobe's executive vice president of customer and employee experience, talks about how leveraging Adobe's move to the Cloud has given both customers and employees a richer, more positive experience. Morris says Adobe felt like it needed to shift its thinking and put the same kind of emphasis on customers' experience, which is why Adobe combined the customer experience team, which focuses on customer support and technical support, with its employee experience team, which focuses on creating great experiences for employees. Morris says Adobe's structure has changed. The capabilities that it looks for across the organization, the skills development, and its investment in that development have all changed.