Doubling-down on CX with expanded Adobe partnership
- Posted on March 20, 2019
- Estimated reading time 3 minutes
Are you going all-in on experience? In the pursuit of differentiated customer experience (CX), brands face significant challenges; not only must they ensure their experiences are modern and appealing, but also cost-effective, sustainable, and consistent from marketing through to sales and service. It’s critical to empower enterprises to deliver great experiences to customers on the channels they prefer – and they need a positive employee experience (EX) armed with the right technologies to do it. It’s not easy, but the reward is high: enabling employees to work together effectively and engage with customers in new ways has been shown to enhance revenue streams, increasing profitability by 25%.
Existing customers who are treated like newcomers – or worse, complete strangers - will not stick around for long. That’s why Avanade is committed to helping brands deliver and connect compelling, relevant experiences at every critical point through the customer’s lifecycle – from initial engagement through to fulfillment, service and ongoing loyalty touchpoints. Through the strategic application of AI, machine learning and other intelligent technologies, we help organizations glean insights and proactively personalize and improve the customer experience for the long-term.
To achieve these intelligent high-impact experiences, we’re expanding our existing digital marketing partner ecosystem with Adobe. More specifically, we are helping clients deliver that full-cycle engagement by connecting Adobe Experience Cloud with Microsoft Dynamics 365 and Microsoft Azure. By uniting these technologies, we’re helping to create a seamless, comprehensive customer view and brand experience from awareness and acquisition through to ongoing service and loyalty. It helps connect teams across the organization – from marketing to sales to field service and contact center – so they can equally deliver a consistent and personalized experience for each customer.
Our global enterprise clients like Venca are already realizing the opportunity. "Venca is living a moment of total renewal. Our passion and focus on innovation leads us to improve the experience in all areas of the company and for this we go hand in hand with Avanade in a process of digital and technological transformation", says Jordi Badía, CIO of Venca."Adopting and integrating Adobe Campaign and Microsoft Dynamics 365 Customer Engagement allows us to improve and strengthen the customer experience and maximize employee efficiency. It also helps us face any new business challenge from a position of technological advantage."
It’s a bit of an understatement to say that we have a bevy of strong alliances and technology partnerships. Our partnership ecosystem helps us accomplish more for our clients at a faster rate with higher quality.
By expanding our existing relationship with Adobe, we can help organizations achieve more with their existing technology – whether that’s gaining deeper insights, achieving higher engagement and improved customer satisfaction, more closely aligning sales with marketing, and even pursuing new service-led revenue streams.
This complements the work of our joint venture owners, Accenture and Microsoft, who already maintain close partnerships with Adobe. Accenture is the #1 provider of Adobe solution services worldwide, so we can leverage this deep technology expertise and industry knowledge as part of the Accenture Microsoft Business Group (AMBG). A strategic Adobe partner since 2017, Microsoft recently entered the joint Open Data Initiative with Adobe and SAP to break down data silos and create a unified vision of the customer on a secure, scalable platform. As the leader in Microsoft Dynamics CRM implementations and Microsoft Alliance Partnership of the Year award winner for 11 years in a row, we look forward to applying these comprehensive CX insights and advancements to the work we do for our clients. By standing side by side with our partners, we can help our clients achieve more with their technologies of choice, providing solutions specific to their unique needs and objectives.
Every organization is different, and there is no one-size-fits-all CX solution. We believe any business from any industry can excel with experience, and it takes strategy, creativity and technical expertise to make it happen. Our comprehensive CX modernization approach uses strategy and advisory to identify legacy industry business processes and systems and map out a new path forward, data science and AI expertise to embed intelligence where it’s needed most, human-inspired experience design (XD) teams to craft intuitive and action-oriented touchpoints, and technologists to bring it all together in a secure, sustainable way.
We'd be thrilled to help you deliver a premium brand experience. Meet us at the Accenture Interactive stand and Microsoft booth at Adobe Summit (March 26-28 in Las Vegas) to learn more.
Here’s a look at a few of our sessions: