How Adobe is leveraging generative AI in customer experience upgrades

Adobe's new Sensei GenAI at work.

Adobe

If you think ChatGPT and the other generative AI tools are transformative to communication and understanding, wait until you see what happens when generative AI joins forces with marketing and sales teams.

We're looking at an enormous increase in the ability of businesses to meet the unique needs of individual customers, as well as an enormous increase in the capability for businesses to target those customers with psychological and demographic precision. The application of AI to marketing and sales gives a whole new meaning to the phrase "buyer beware."

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Rather than general-purpose AI tools that can respond to text prompts or generate images on demand, we're starting to see more special-purpose tools that use the same large language model (LLM) approach we've been exploring in ChatGPT.

Also: The 5 best AI art generators 

We'll explore what Adobe's doing with generative AI-driven marketing -- and it's big.

Customer experience management and the buyer's brain

Adobe is best known for its portfolio of tools for creative professionals. Product names like Adobe Photoshop, Premiere Pro, and Acrobat are familiar to nearly everyone. But Adobe is also a market leader in another business that might not be as familiar to everyone: customer experience management.

Customer experience (or CX) is one of the biggest buzzwords in the world of marketing-speak. But just because it's one of those phrases only an AI could love doesn't make it any less important. In fact, managing customer experience is critical to any business that wants to succeed in today's marketplace.

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