Adobe’s CEO Is Out – What Will Happen to the CX Empire He Built?

In this discussion, host Rhys Fisher, Associate Editor at CX Today, sits down with Liz Miller, VP and Principal Analyst at Constellation Research, for a reaction to one of the biggest leadership stories in enterprise tech.Shantanu Narayen’s decision to step down as Adobe CEO after 18 years sent shockwaves through the market, and for anyone running customer experience operations on Adobe’s stack, the implications go well beyond a stock price dip.Liz explains why this is a “fast moving train” story, not a recovery story, and what that means for the next leader.Brand Concierge and the contact center opportunity: Liz spotlights Adobe’s self-service bot solution as a genuinely surprising move into discovery-led CX, and why it matters for contact center leaders specifically.What the next CEO must do in 90 days: It’s not about rebuilding. It’s about articulating a vision fast, leaning into ecosystem partnerships with AWS and Nvidia, and proving you can be “the conductor of one of the fastest moving trains in technology.”