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The Business Value of Adobe Experience Manager Sites White Paper

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IDC White Paper | The Business Value of Adobe Experience Manager Sites #US43520418 © 2018 IDC. www.idc.com | Page 1 Sponsored by: Adobe Authors: Melissa Webster Matthew Marden February 2018 The Business Value of Adobe Experience Manager Sites EXECUTIVE SUMMARY Improving the customer experience is a strategic imperative for most organizations today, but delivering an engaging experience across the growing number of digital customer touch points can be a daunting challenge. Organizations must deliver responsive experiences that "play well" on smartphones, PCs, and tablets. They must publish content to installed app experiences on mobile and other connected devices, to social channels, and to email campaigns. They must manage global sites in different languages, localize the experience for different markets, and — increasingly — personalize the experience for different customer personas or segments. A modern digital experience management platform is essential for any organization hoping to make digital experience delivery a core competency. IDC interviewed organizations using Adobe Experience Manager Sites (AEM Sites) to understand the impact of the platform on their ability to create, manage, and deliver digital experiences. Study participants reported substantial gains in both team productivity and customer engagement — resulting in better business results. According to IDC's analysis, AEM Sites enables organizations to realize on average annual business value of $3.92 million per organization over three years and a 348% three-year ROI by: • Making the creation and delivery of digital experiences more consistent and streamlined and accelerating time to market for new experiences • Empowering — and increasing the productivity of — employees responsible for digital experiences • Improving the digital customer experiences organizations deliver, thereby increasing engagement levels and generating additional business Business Value Highlights 348% three‑year ROI 23% higher productivity for digital experience teams 64% decrease in time required to make minor editorial changes 66% faster delivery of new brand or country sites 10% increase in site visits per month $2.2 million higher revenue per year per organization over five years

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