10 ‘Experience Makers’ Weigh In On Future Of CX

Written by Steven Cook, Contributing Editor, CMO.com

This article is part of CMO.com’s March/April series about emerging technology. Click here for more.

Just two years ago, Adobe EVP and GM Brad Rencher welcomed Summit 2016 attendees to the “Experience Era” —a new wave of business transformation not about what brands sell but “about the consumer and the experiences we provide them.”

We’ve come a long way since that introduction. On the eve of the 2018 Adobe Summit, this week in Las Vegas, a community of “Experience Makers” from a range of leading brands gathered to discuss the future of experience.

This Think Tank by Adobe—moderated by Ray Wang, principal analyst, founder, and chairman of Constellation Research—focused on three main topics:

  • Emerging technologies: Reshaping the way we engage with the world and the experiences we have. Examples include artificial intelligence, mixed reality, blockchain, and voice/IoT interaction.
  • Personalization: Creating relevant, one-to-one customer interactions based on analytics combined with technologies that enable personal experiences.
  • Design-led thinking: Placing design at the very core of a brand. Design principles weave through everything, from research and strategy to creating content.

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