Gartner Research

Employee Platform for Building Customer Empathy (Adobe Systems)

Published: 06 November 2017

ID: G00386748

Analyst(s): Customer Experience Research Team

Summary

Responding to a need for frequent feedback during product development and a desire for a more customer-centric culture, CX leaders at Adobe created the Experience-athon program — sessions where Adobe employees act as beta users and complete “missions” specially designed by product teams.

Table Of Contents

Overview

Solution Highlights

Challenge

Business Context

Solution

Scalable Event Platform

Employees as Actual Customers

Results: Driving Toward True Customer-Centricity

Recommendations

About the CX Team at Adobe

Q&A With Barbie Fink, Director

About This Research

Recommended by the Authors

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