In today’s hyper competitive environment, each interaction with a customer is more valuable than ever before. With digital explosion increasing the opportunity to improve customer engagement, the right messaging can be the difference between gaining or losing a customer. To give customers what they expect, organizations need to harness the data across the digital ecosystem and capitalize on the "I want to know" and "I want to buy" moments. They must adopt robust platforms to gather intelligence across all customer journey touchpoints and leverage that to provide contextual and personalized experiences. To deliver deeper and more meaningful connections organizations need to effectively use actionable analytics, increase speed of response and create a connected, efficient and powerful customer experience ecosystem. The need of the hour is to have the ability to promptly consume as well as retort to the ever-changing context of recent customer behaviors and interactions – dealing with the moment of truth and defining next-best-moments of relevance for one-to-one customer engagement.
Organizations are working with multiple marketing, data, analytics systems with several sub components to ensure smooth customer experiences. While the “frankenstack” based approach helps in diversifying the cost & investment of the enterprise, the lack of end-to-end visibility of composable business architecture & user journey across the value chain (by toggling across tool stacks) results in the following challenges:
• Disjointed customer experience across channels
• Long time-to-market for campaign origination and design
• Inability to create personalized and contextual experiences
• Poor customer retention and acquisition rates
• Misalignment of sales, marketing and services
• Challenging measurement and attribution of marketing ROI
Pega & Adobe both bring unique capabilities in customer experience space that when put together enables a seamless, personalized, contextual customer journey from awareness to customer service. HCL's ADvantage™ Pega Experience Amplifier solution aims to bring together data, experience and context seamlessly to deliver individualized experiences to customer across their customer journey leveraging the best-in-class Adobe Experience Cloud and Pega Customer Decision Hub – CDH (or the wider suite of Pega Infinity & strategic apps offerings).
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Key Learning Objectives
- A view of the distorted customer experience and a need of a fabric for connected-experience
- Understanding the art & science of seamless digital experience
- Understanding how a personalized experience can be delivered at scale with Pega & Adobe Interlock leveraging the HCL ADvantage™ Pega Experience Amplifier Solution
- A go through of specific scenarios of Customer Journeys to understand the Pega & Adobe
- Learnings about the latest & the greatest offerings from Pega & Adobe in the 1:1 Customer Engagement space
- The value and business benefits that can be realized with the cohesive force of Pega & Adobe
