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2020 Customer Awards: Adobe - Rookie of the Year

2020 Customer Awards: Adobe - Rookie of the Year

2020 Customer Awards: Adobe - Rookie of the Year

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Company: Adobe

Company background: Creativity is in our DNA. Our game-changing innovations are redefining the possibilities of digital experiences. We connect content and data and introduce new technologies that democratize creativity, shape the next generation of storytelling, and inspire entirely new categories of business.

Contact: Jonathan Chen

Title: Sr. Customer Marketing Specialist

Related URLs: www.nation.marketo.com 

Kudos Category: Rookie of the Year

1. Describe your company and your organization.
Creativity is in our DNA. Our game-changing innovations are redefining the possibilities of digital experiences. We connect content and data and introduce new technologies that democratize creativity, shape the next generation of storytelling, and inspire entirely new categories of business.

2. Why did you choose to invest in Khoros and what was your experience before making the switch from a previous solution or investing in new technology.

Prior to our move to the Khoros platform, the Marketing Nation Community resided on the Jive-X Community platform. While Jive provided a great start for our Community in the early days, as our Community grew and evolved, we found that the rigidity of the platform was limiting our ability to customize various Community elements according to our brand and creative strategy, provide a preferred user experience, implement robust search capabilities, and more. Additionally, we felt that our Community was getting cluttered with outdated content, unused forums, and inactive user groups, which were difficult to clean up.

We needed a platform with more sophisticated out-of-box archival features, better community architecture, and more interactive user group potential. The Khoros Community platform fit the bill for all of our needs, which made the decision to switch simple. In addition, we found Khoros’ in-house migration team to be an invaluable resource oversee our transition, ensuring we wouldn’t lose any valuable community content or data in our transformation to a new and improved customer forum.



3. What were your goals when investing in Khoros technology and what successes have you already experienced because of the investment? Please include metrics, if possible.

Our objective when choosing the Khoros platform was to build a highly flexible community that could be updated effortlessly, while simultaneously taking advantage of its Khoros’ out-of-box analytics capabilities and support for third-party technology integrations.

This migration was an opportunity to change every aspect of our Community experience, including our homepage, community feeds, search engine, and support portal, with the goal of making our Community more personalized and enjoyable for users of all experience levels. 

In the months since our migration to the Khoros platform, we have seen an increase in user engagement across the board.

We saw a 16% increase in active users in the immediate 6-month period post-migration (Jan ’20 – June ’20). We also saw a 133% increase in the number of Accepted solutions when comparing the 6 months before and after our migration to Khoros.

Another key metric we use to monitor the health of our community is an engagement score, which is calculated on the total points earned by all members in a month over the total registered visits for that same month. We’ve seen an 80% increase in our engagement score since our move to the Khoros platform, with an average 56% increase in total points and 97% increase in total registered visits month-over-month.