While in the recent Adobe Summit 2025 conference, which was filled with ads of how AI can revolutionize creative industry and customer service, I spoke with Anjul Bhambhri, SVP for Adobe Experience Cloud, about the real impacts that AI can have on CX clients and workers who were not covered in the main notes.
Throughout the event, the candidacy exhibited by the speakers was already more evident than I expected, given the intention of showing new products, but Bhambhri did this more evident when opening on how Adobe really drives the innovations of AI.
The key issues of our discussion were centrality and transparency of the client, which Bhambhri covered from all angles, both Adobe’s commitment to protect workers and how Adobe customers can transmit this value to their customers.
How transparency must guide its AI strategy
I tried that Bhambhri offered SME advice on how they can keep up with evolutionary trends, and that sense of transparency sounded true.
He pointed out that all companies must remain agile when actively listening to customers to identify their unique weak points, which would lead them to create more shocking products.
With the industry still taking form, I criticized governments, companies and regulatory organizations for not offering enough guidance, which makes it a challenge for anyone who adopts AI to know that they are doing well, a feeling even more for SMEs and startups with limited resources.
Bhambhri added that guaranteeing data governance with clearly defined roles and responsibilities is as important as being “in the field” with customers.
Regulations such as GDPR, Hipa and Ferpa establish how the data should be administered, and it is the responsibility of any company, improved or not, to administer customer data responsible.
However, all this requires large amounts of capital, human resources and computational power, which may come at the expense of sustainability. I asked Bhambhri how smaller companies can handle these huge expenses when resources can be so limited, particularly in the current climate.
The SVP explained to me how Adobe classifies the data in hot, warm and cold storage to administer resources more effectively to minimize environmental impacts.
Establishing a solid basis for data management today is vital, because the amount of data we produce is increasing exponentially as businesses and as consumers, think about it, when was the last time it was clarified through your ICloud photo library?
Companies can also consider dividing storage into SSD and HDD, finding the most optimal balance for storage acquisition and energy consumption.
Whatever the advice that was that Bhambhri had given me, I was anxious to emphasize one thing: companies should keep their customers in the cycle at all points of the transaction, whether they simply tell them that their data could move from different storage categories or give them the option to get more involved.
Although Summit 2025 focused on Adobe’s own innovations, my brief discussion with Anjul Bhambhri highlighted two key conclusions that small businesses can adopt so that they do not stay behind in the wave of AI: transparency with both customers and services is primary, and the proper management of the data both from a regulatory and vital point of view is vital.
