Story
Adobe
SKFSKF Modernizes Experience Feedback with Adobe
SKF, an industrials organization in Sweden, uses Adobe Experience Cloud from Adobe to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Adobe Experience Cloud |
| Capability | CX and people teams work from the same Adobe Experience Cloud record for experience feedback |
Story
SKF grew experience feedback faster than the local tools around it. From Sweden, industrials 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 Adobe Experience 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. SKF 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.
