TRANSFORMING CUSTOMER EXPERIENCE MANAGEMENT: ADOBE'S AI AND MACHINE LEARNING JOURNEY AMIDST THE PANDEMIC

Abstract

This paper explores how leading software company Adobe utilized artificial intelligence (AI) and machine learning to enhance customer experience management during the coronavirus pandemic. The outbreak drastically changed the way businesses interact with their clients, necessitating quick adaptations to the new environment. Adobe's use of AI and machine intelligence enabled them to provide customized and pertinent experiences to clients, even in a distant and digital setting. By staying at the forefront of this trend, Adobe successfully preserved customer happiness and loyalty during the pandemic period. The implications of this technology are significant, as AI and machine learning will continue to play a crucial role in managing customer experiences, allowing businesses to develop more individualized and tailored approaches to customer engagement. This paper offers valuable insights into the potential of AI-driven customer experience management and its relevance in the post-pandemic landscape.