Story
Adobe
StarbucksStarbucks Uses Adobe Analytics for Experience Feedback
Starbucks, a consumer discretionary 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 | 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 |
| Capability | New joiners can see how research and listening actually runs |
Story
Inside Starbucks, research and listening used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of the United States. CX and people teams needed a system that would still make sense after the original project team moved on.
Starbucks uses Adobe Analytics from Adobe as the working layer for experience feedback. Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys. The practical change is simple: research and listening has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Starbucks gets from Adobe is a durable place to run research and listening and a way for CX and people teams to see the same experience feedback at the same time.
