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.
About Rob Pinkerton (taken from his Adobe bio)
Rob Pinkerton is Senior Director of Product Marketing, Customer Experience Management at Adobe.
As senior director of product marketing, Rob Pinkerton oversees all product marketing efforts for Adobe’s customer experience management (CEM) solutions, including industry marketing, solution marketing and core product marketing. He and his team are responsible for defining Adobe’s CEM go-to-market strategy, product launch process, organizational readiness, messaging, positioning, packaging, pricing, and competitive analysis. Previously, Pinkerton was responsible for Adobe’s strategies for vertical markets. Pinkerton has 19 years experience in software strategy and technology.
Prior to joining Adobe, Pinkerton was Vice President of Product Management for LexisNexis’s Enterprise Data Fusion Product, which was developed for U.S. intelligence and law enforcement agencies to perform complex data analysis. For five years, he worked for Siebel Systems (now part of Oracle Corp) as Director of the Global Public Sector product business where he was responsible for Siebel’s second fastest growing product line and over 200 global public sector customers using enterprise case management and CRM.
Pinkerton has an MBA from Carnegie Mellon University, a law degree from the University of Baltimore, a BA in economics, political science and history from the University of Richmond and has a patent for co-inventing a system for processing intelligence information (held by Oracle).
You can check out Rob’s writing at Adobe’s Customer experience matters blog here, check out what Adobe are up to in Customer Experience Management here and connect with them on Twitter here. Finally, you can connect with Rob on Twitter @rpinkerton.
Let me know what you think of Rob’s thoughts about customer experience management in the comments below.