Story
Adobe
Fitch GroupFitch Group Extends Adobe Commerce Across Research and Listening
Fitch Group, a financials organization in the United States, uses Adobe Commerce from Adobe to support research and listening for CX and people teams.
A Adobe Commerce rollout at Fitch Group took research and listening out of inboxes and into a named queue.
“In the United States, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“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 Adobe Commerce |
Story
Fitch Group did not need another dashboard that nobody opened. It needed research and listening to move. In the United States, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Adobe Commerce from Adobe is now in that path. Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys. The company treats it as production tooling for research and listening, which is why CX and people teams live in it rather than exporting from it once a quarter.
Fitch Group can show how experience feedback is handled today. That is the value: a repeatable way to run research and listening on software the rest of the industry already recognizes.
