know your customers.
never stops evolving.
Customer Experience Platform.
Adobe Experience Platform helps Telco brands to unify data across channels, reduce churn, drive acquisition, and more.
Whether you’re a CMO, CDO, CIO or CTO – we know that you’re looking for smarter ways to optimise your marketing and infrastructure to deliver a tangible business impact.
Adobe Experience Platform streamlines your data by bringing Applications, Services and Platform together in one place. We’re helping Telco brands to build a real-time customer profile that leads to improved retention, customer satisfaction, revenue, and cost-efficiency across all areas of your business.
Adobe Experience Platform can drive more value from your existing investments in Adobe Audience Manager and Adobe Target. If you’re already using real-time decisioning tools such as Pega, data science platforms such as Google Cloud, call centre technology such as Genesys, and customer feedback management software such as Medallia, then Adobe Experience Platform is pre-integrated to unlock even more value.
By combining powerful decisioning and analytics with marketing and advertising data, Adobe Experience Platform can increase satisfaction and drive even more revenue growth for your brand.
A snapshot of what's possible.
We’ve estimated Adobe Experience Platform’s potential impact based on results from customers who use all of our technologies in combination. This is an exciting indication of the value Adobe Experience Platform could deliver by helping you activate data in new ways.
40% Increase in Acquisition, cross-selling and upselling through improved ad targeting and optimisation.
2-5% Churn Reduction (and increased brand loyalty) by showing personalised messaging to customers with a low loyalty score.
5-40% Increase in Cross-Selling and upselling by using AI and ML to automate chatbots and target specific customer needs.
118% Increase in Order Conversions by retargeting abandoned carts with real-time notifications and emails containing dynamic content.
Create a unified
360-degree profile.
Adobe Experience Platform allows you to create, for the first time, a truly unified 360-degree profile. Our platform lets you dynamically stich together customer and device identities across all channels (e-commerce, analytics, in-store experiences, call centres and any other customer touchpoint or device). This means you can now drill deeper into a customer’s demographic, browsing habits, recent purchase, linked accounts, live credit scores and more, regardless of what ID those systems use. Adobe Experience Platform makes this data much easier to use in real-time and with full data governance – ensuring this data is only used where expressly allowed.
Use real-time data
from all touchpoints.
Adobe Experience Platform uses real-time data from multiple sources to help lower operational costs and increase acquisition. By using customer journey analytics, we can enable true cross-channel attribution and help you identify upsell and cross-sell opportunities. You will be able to identify the drop-out points where customers leave your digital properties for more expensive offline channels such as the call centre. You can also use this data to improve ad targeting, optimise segmentation, measure the effectiveness of each channel (such as email, SMS, push or IVR), and reduce the cost of customer service while still maintaining a personal relationship.
Personalise the
customer experience.
Tailor each interaction with your customer. This leads to much stronger engagement, consumption and, ultimately, conversions. Use behavioural insights to retarget abandoned carts using personalised notifications and emails in real-time. Adobe Experience Platform helps you drive higher conversions by tailoring everything from the price to the message and even the offer, all based on the customer’s 360-degree profile.
Apply predictive modelling.
Identify customers with a low loyalty score and use personalised content to engage them based on real-time needs. This helps to reduce churn and cost of acquisition significantly. Adobe Experience Platform can also use data analytics to forecast the customer experience impact of AI chatbots, automated messaging and IVR, allowing you to measure the effect on customer loyalty and satisfaction. Also, as an open platform, models developed on other platforms can be leveraged by Adobe Experience Platform for real-time activation on digital channels.
Integrate into your infrastructure.
Adobe Experience Platform unlocks even more value from existing Adobe products. The platform integrates your real-time behavioural data with tools such as Pega, Google Cloud Platform, Genesys and Medallia. You no longer need to base decisions on incomplete information: Adobe Experience Platform lets you market using all your customer data from the past (e.g. transaction history) to the present (e.g. last click) to the Future (e.g. AI/ML predictions). As a comprehensive solution, Adobe Experience Platform helps you to govern all of these data points with trust and compliance via governance controls and guardrails.
