Story
Adobe
CodaCoda Runs Research and Listening with Adobe
Coda, an information technology organization in the United States, uses Document Cloud from Adobe to support research and listening for CX and people teams.
CX and people teams at Coda review experience feedback in Document Cloud rather than in personal files.
“From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer.”
“Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Experience feedback can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Document Cloud |
Story
Coda grew experience feedback faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Document Cloud put research and listening on Adobe. Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys. Coda keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
