Story
Adobe
FreshworksFreshworks Brings Experience Feedback onto Adobe
Freshworks, an information technology organization in the United States, uses Adobe Analytics from Adobe to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because experience feedback has a clear owner |
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Adobe Analytics is the governed place CX and people teams use for research and listening |
Story
Information Technology work at Freshworks spans more than one site, even when headquarters sits in the United States. Experience feedback was splitting across regional habits. CX and people teams asked for a shared way to run research and listening without freezing local judgment.
Adobe (Adobe Analytics) is what they standardized on. Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys. Freshworks uses it as the system of record for experience feedback, with CX and people teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
