Adobe, Customer Experience Management (CEM) and fear in the boardroom - Interview with Rob Pinkerton

This is the eleventh in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses.

Previously, I spoke to Duncan Cheatle about The Prelude Group, The Supper Club, ThanksTo, being one of the founding team behind StartUp Britain and his mission around Making Britain more enterprising. Today, I want to introduce you to Rob Pinkerton, Senior Director of Product Marketing, Customer Experience Management across at Adobe. Rob has been mentioned here before when I wrote about one of his blogs back in April in The growing search for human contact in customer experience and customer service.

Recently, I had the pleasure to have a chat with Rob about all things customer, customer experience management, how CEM is not about technology, the fear that exists in many boardrooms about the changing environment, that most enterprises are built on a set of rules that have been in place for 60 years and are not set up to deal well with the changes that we are now seeing in our markets and how we are only just at the beginning of a huge change.