Adobe unveils CX spot for Advertising Week [Video]

Adobe debuted a spot for Advertising Week in its ongoing satirical Marketing Cloud campaign, exposing the negative consequences – sometimes deadly – of delivering a poor customer experience.

“This campaign highlights how a very common problem for brands – the lack of connection between their different communication channels – can translate to a very serious problem for customers,” wrote Alex Amado, VP of experience marketing at Adobe, in a blog post.

“Secret Agent: How’s Your Customer Experience?” was created by Goodby Silverstein & Partners and takes a look at what happens when customer service goes bad for a James Bond-style hero when trying, but failing, to check into a hotel.

“But you texted a confirmation to my watch,” the spy says to a receptionist who replies: “Oh, marketing handles emails.” When he counters that he booked a room through one of the hotel apps, she responds, shrugging her shoulders: “We have so many apps.” It takes so much time to book him into the room that the bad guys are able to nab our hero. Adobe ends the spot with the tagline: “How’s your customer experience?”

Adobe said the spot will be featured throughout Advertising Week sessions, as well as run online through owned channels and paid media placements.