Adobe’s AI roadmap overlooks B2B postsale potential amid market volatility

Adobe‘s new agentic AI roadmap showcases significant potential for B2B postsale applications, despite the company’s current focus on consumer experiences. This shift highlights a broader opportunity for businesses to leverage AI-powered tools in customer success and retention strategies—particularly valuable as companies navigate the increasing volatility of 2025’s global economic landscape. For B2B organizations, investing in postsale experiences through AI could be the key to weathering market turbulence while demonstrating measurable value to existing customers.

The big picture: Adobe recently unveiled its agentic AI roadmap that features B2B use cases, but primarily focuses on presale applications rather than customer success opportunities.

• Scott Bajtos, Global Vice President of Adobe Customer Solutions, and his team demonstrated the company’s commitment to customer success through initiatives like Experience League, user groups, and advocacy programs.
• Adobe’s March 18th announcement introduced ten AI agents, with only one specifically supporting B2B opportunities—primarily focused on building sales pipeline rather than postsale engagement.

Behind the technology: While Adobe’s current AI strategy prioritizes consumer experiences, the same technology could be repurposed for powerful postsale applications.

• The existing B2B-focused agent could be complemented by Adobe’s Audience, Data Insights, Content Production, and Journey orchestration agents to enhance customer success.
• These tools, combined with prompt-driven natural language interfaces, could create personalized experiences that accelerate customer time-to-value and improve ROI measurement.

Why this matters: Postsale investment is becoming increasingly critical for businesses facing unprecedented market volatility in 2025.

• Forrester believes customer obsession is essential for survival amid global outages, cyberthreats, new tariffs, trade wars, divided customers, and economic concerns.
• Postsale teams are under pressure to demonstrate efficiency while showing direct connections between their actions and resulting customer retention and revenue growth.

The road ahead: Organizations looking to implement agentic AI in their postsale strategies should focus on objectives rather than technology.

• Teams need the right technology foundations, skills to close AI literacy gaps, and control systems to maximize benefits while minimizing risks.
• The insights and personalized experiences that would have seemed impossible five years ago are now feasible through generative and agentic AI.

The bottom line: Adobe’s Summit demonstrates that focusing on the postsale represents the biggest hurdle for organizations, not the technology itself.

• As market volatility continues, companies that leverage AI to enhance customer success operations will be better positioned to thrive through uncertainty.
• The potential for AI to transform postsale experiences exists today—it simply requires intentional prioritization and strategic implementation.