Adobe unveils AI system for customer experience management

LAS VEGAS - Adobe (NASDAQ:ADBE) announced Monday the launch of Adobe CX Enterprise, an agentic AI system designed to manage customer lifecycle operations from acquisition to retention, according to a press release statement.

The system integrates AI agents with Adobe Experience Platform, which processes over one trillion customer experiences annually. CX Enterprise includes Adobe Brand Intelligence, described as a reasoning engine for brand signals, and Adobe Engagement Intelligence, a decisioning engine for customer lifetime value optimization.The announcement comes as Adobe’s stock trades at $244.45, down 29% over the past six months, though InvestingPro analysis suggests the company is significantly undervalued at current levels. The software giant maintains an impressive 89% gross profit margin on its $24.5 billion in revenue, underscoring the strength of its business model.

Adobe is expanding partnerships with Amazon Web Services, Anthropic, Google Cloud, IBM, Microsoft, NVIDIA and OpenAI to enable interoperability across platforms. The company will deploy its Marketing Agent into surfaces including Amazon Quick, Anthropic Claude Enterprise, ChatGPT Enterprise, Gemini Enterprise, IBM watsonx Orchestrate and Microsoft 365 Copilot.

The system features an agent skills catalog that packages reusable instructions for tasks such as performance metric reviews and content creation workflows. Developer tools will provide access to Adobe’s agentic capabilities and Model Context Protocol servers for integration with third-party platforms.

Adobe CX Enterprise Coworker, scheduled for general availability in the coming months, will coordinate multi-agent workflows based on business objectives. The company provided an example where marketing teams could set a three percent cross-sell performance increase goal, with the system assembling audience segments, creative assets and performance insights.

"This end-to-end solution fits naturally into any environment, built to work alongside tools across leading AI platforms with seamless interoperability," said Anil Chakravarthy, President of Customer Experience Orchestration Business at Adobe.

The announcement was made at Adobe Summit in Las Vegas, the company’s annual customer experience conference. Adobe Experience Platform serves as the contextual layer in CX Enterprise, consolidating customer data sources for real-time insights and cross-channel experience orchestration.

In other recent news, Adobe announced the expansion of its agentic ecosystem, collaborating with major AI platforms such as Amazon Web Services, Anthropic, Google Cloud, IBM, Microsoft, NVIDIA, and OpenAI. This expansion aims to enhance AI-driven workflows across enterprises, with Adobe Marketing Agent now available in Microsoft 365 Copilot and in beta across other platforms. Meanwhile, Citizens reiterated a Market Perform rating on Adobe following the Canva Create user conference, which introduced Canva AI 2.0. In terms of analyst ratings, RBC Capital lowered its price target for Adobe to $350 from $400, citing peer multiple contraction, though it maintained an Outperform rating. Additionally, Michael Burry expressed interest in acquiring software stocks, suggesting recent declines were more technical than fundamental. Orlando Bravo, CEO of Thoma Bravo, also highlighted the current market as offering significant buying opportunities for software-as-a-service companies. These developments reflect ongoing interest and strategic moves in the technology and software sectors.

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