Case Study: Adobe expands its community and increases advocacy with Influitive

How the Adobe Community Experts Program Evolved From Forums to Everywhere

Adobe’s Community Experts Program needed to move beyond a transactional forum-based support model that was hurting engagement and retention. As a large global company with many divisions, Adobe wanted a more flexible way to recognize advocates for helping customers across more than just support forums, and turned to Influitive and its advocate community platform to help modernize the program.

Influitive helped Adobe rebrand and relaunch the program as Adobe Community Experts, expand activity beyond forums, and automate tracking and rewards through integrations with Khoros. The results included a 29% increase in engaged advocates and 10,877 acts of advocacy within three months of launch, while also reducing manual admin work and enabling faster, more scalable community engagement.

Adobe

Sil Cleary

Senior Manager, Community Experts Program