WEBVTT

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Thanks Sunder. Hello and Welcome.

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Thanks for joining us today.

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I hope you're safe and taking good care.

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The macro-economic environment
continues to be challenging

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everywhere around the world.

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Companies of all sizes across B2C and B2B
are grappling with the same concerns,

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keeping employees safe
and maintaining business continuity.

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Entire industries
from media and entertainment

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to pharma, retail and financial services

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have had to pivot overnight
to all-digital operations.

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Content creation and consumption

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are exploding in a world

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where connecting visually
has become even more essential.

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Students are adapting to learning remotely
instead of in a classroom.

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Electronic workflows and signatures
are the preferred way

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to complete business transactions.

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The world has changed in a way

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that we could have never foreseen.

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As leaders in this new world,

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I know each of us is acutely feeling
the impact across every dimension,

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and Adobe is no different.

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Employee health and safety is paramount,

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and we took early and decisive action
to direct our teams to work from home,

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suspend travel
and cancel in-person events.

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We immediately focused on helping
our customers successfully pivot

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and adapt to an all-digital environment.

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Throughout it all,
I've been inspired by our employees,

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who have demonstrated
incredible resiliency and dedication.

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While this new reality changed our world
overnight,

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it actually represents
the acceleration and amplification

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of macro-digital trends
we've all been experiencing for years.

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Whether it's
the Golden Age of Design and Creativity,

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the imperative
for digital customer engagement

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or paper-to-digital automation,

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it's clear that digital is
increasingly becoming central

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to how we live, work, learn and play.

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At Adobe,
we feel fortunate to be the leader

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in three categories,

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with massive tail winds
in this environment.

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As people seek new ways to communicate,
learn and conduct business virtually,

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Adobe's mission to change the world
through digital experiences

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has never been more meaningful.

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We're powering the content explosion
by unleashing creativity for all

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with Adobe Creative Cloud,
giving anyone, anywhere,

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the tools to tell their stories.

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As documents become
central to business continuity

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in today's remote work environment,

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we're accelerating document productivity
with Adobe Document Cloud,

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enabling individuals and businesses
to operate successfully.

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And as companies look to connect
with their customers digitally,

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we're powering digital businesses
of all sizes with Adobe Experience Cloud,

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helping brands design and deliver
amazing customer experiences.

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While I must admit
that I miss the energy of the office,

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working from home has afforded me
the ability to regularly meet

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with CEOs and other C-level executives
around the world

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without the barrier of travel.

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Our conversations consistently centre
around the same topics,

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digital has become the principal way
to attract, engage and convert customers.

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And there's a heightened sense
of urgency for every company

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across every industry

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to accelerate
their digital transformation.

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As I reflect on Adobe's
own digital transformation

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over the last decade,

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there are a few themes that emerge:

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First, people buy experiences,
not products.

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People want their interactions to feel
personalised, easy and efficient.

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They expect their experiences
to be well-designed, context-aware

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and seamless
across different channels, and secure.

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And this expectation is
especially heightened

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in today's environment

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as every customer interaction
becomes digital.

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As companies earning
your customers' trust and loyalty,

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it means you must understand them better
than anyone else

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and deliver exactly what they want,
when they need it.

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It's easier said than done.

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It requires businesses to merge
content, data,

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and artificial intelligence
and machine learning

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to deliver these compelling relevant
personalised experiences in real time.

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In other words, you need to design
for brilliance, but wire for intelligence.

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As businesses work to architect
their systems around the customer,

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it's changing how organisations operate.

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We have found
that the most successful businesses

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all have something in common,
a strong partnership

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between the chief information officer,
and the chief marketing officer

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and the chief digital officer.

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In fact, you could say
it's the decade of the CMO and CIO.

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Being a customer-centric business
requires us to radically reimagine

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how we organise and operate
around the customer journey.

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When we began our own journey at Adobe,
we had several questions.

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How do we engage with customers
on the channels they choose,

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when they choose?

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Once we engage,
how can we move them from one step

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of the customer journey to the next?

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And how will we measure success
and scale experiences

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for not just one customer
but tens of millions?

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It was a critical challenge
for us to solve

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and it required us to completely transform
how we operated across every department.

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We created a new unified approach
for running our business

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called the data-driven operating model,
or DDOM for short.

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And what DDOM does is it combines
the narrative of the customer journey

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with the data
that shows us exactly how it's unfolding.

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At every stage of the customer journey,
from discover, to try, buy, use and renew,

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there are clear metrics
and ownership by function,

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marketing, sales, product, finance and IT,
globally.

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And this DDOM operating model
has enabled us

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to democratise data and empower our teams
to make these business decisions

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based on real-time insights and data.

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And the best part is we built DDOM
using all of our own products.

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Today, Adobe provides
the most comprehensive suite

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of applications and services

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to orchestrate the entire customer journey
across B2B or B2C.

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Experience Cloud is playing a pivotal role

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in powering digital businesses
globally today,

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helping brands get
their commerce engines up and running

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and enabling personalised real-time
customer engagements

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across every single touch point.

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Digital transformation
is not just about technology.

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It's as much about people, processes
and creating new DNA within an enterprise.

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And through our own learning,

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we developed a blueprint for addressing
these key areas of transformation.

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With the customer experience management,
or CXM playbook,

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we're helping businesses of all sizes
across every industry do the same.

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As we all continue to navigate
this unprecedented environment,

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please count on us

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and the broader community
of business leaders,

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because at the end of the day,
your success is our success

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and it's upon each one of us
to help one another

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and our businesses and the economy emerge
stronger than ever before.

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Thank you so much for joining us today.
And enjoy the experience.

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Simon, back to you.