Adobe Summit EMEA 2019: London Brings Sunshine, Music, and CX
Jack Maden | May 17, 2019
Jack Maden | May 17, 2019
Adobe Summit EMEA 2019 is over.
This year's attendees were blessed by a couple of gorgeous sunshine-filled days, and Adobe as always put on a brilliant, content-packed show.
From the ever-impressive welcoming and Jess Glynne's rockstar performance on day 1, to the informative breakout sessions and hilarious sneaks with Jack Whitehall on day 2 - the action was non-stop.
Nowhere more so than at the Community Pavilion, where the Decibel team set up camp to discuss all things digital experience... as well as play host to the most drama-filled 'guess the number of LEGO bricks' competition yet recorded (and we've recorded a few).
If you took part in our competition, keep an eye on your inbox over the next week, as we'll be announcing the eagle-eyed winner of our iPad Pro.
The breakout sessions
Analysis of LEGO bricks aside, there was some more serious analysis occurring in a number of the breakout sessions. We are biased, of course, but one session particularly worthy of your attention was hosted by TUI's Hirra Sulanki, Station10's David Ellis, and Decibel's Jim Misuraca.
Hirra explained how TUI was looking to correlate customer experience with commercial numbers like revenue and customer lifetime value. By tying the two together, Hirra and her team would secure a strong business case internally to invest in customer experience initiatives.
To aid her on her mission, Hirra enlisted the analytical expertise of Station10, as well as next-generation technology from Decibel. Working collaboratively, the team produced a customer experience dataset that enabled them to predict an increase of $30m in annual revenue. You can catch a video summarizing the fantastic work they did here.
A new way to measure experience online
At the heart of Hirra's successful study lies Decibel's Digital Experience Score (DXS). DXS provides an objective measure of digital experiences across websites & apps, and can be used to immediately identify bottlenecks in user journeys.
Our CEO Ben Harris sat down with Adobe VP Amit Ahuja to discuss DXS: how it complements the 'what' of the Adobe Experience Cloud with the 'why' of actual user behavior and experience.
If after Summit you're feeling giddy about customer experience again, then now's a great time to evaluate how you measure it. We'd love to chat to you to see where you're at on your digital maturity journey, and advise on how you can get to the next stage.