Adobe Teams Up with U.S. Bank to Provide More Personalized CX
Adobe is working with U.S. Bank to deliver enhanced online and in-branch CX personalized to the individual needs and interests of the bank’s customers. The bank is adopting Adobe Experience Platform (AEP), the foundation for Adobe Experience Cloud applications, to deliver relevant and engaging experiences both online and offline. Deeper insights derived from data will help to drive personalization at scale and in real time, with AEP ensuring governance and controls. And powerful AI insights provided via Adobe Sensei, Adobe’s AI and machine learning (ML) framework, will be used to boost the effectiveness of marketing offers.
The collaboration will build upon the successful digital transformation at U.S. Bank, which allows customers to have a consistent experience across branches and on web and mobile platforms, enabling them to complete bank transactions according to their needs. AEP will help deliver a single view of the customer, providing the bank’s marketing team with greater precision in providing timely and appropriate content through the right channel. And with AEP, U.S. Bank will have at its disposal a full suite of tools to safely activate data for large-scale personalization.
For its part, U.S. Bank plans to leverage AEP’s Customer AI to support how marketing offers are delivered to different groups of customers. Powered by Adobe Sensei, Adobe’s AI engine, Customer AI provides deeper insights from data, and automates decision-making processes. The insights enable U.S. Bank to customize outreach for services such as retirement plans and bank loans, increasing both conversion and customer retention. This helps ensure that for any major marketing campaign, teams are automatically delivering the next-best offer for different audience segments.
Content Guru is Cloud Software Supplier to UK in G-Cloud 13 Framework
Content Guru, the cloud communications provider headquartered in Bracknell, England, and whose parent company is California-based Redwood Technologies, has been accepted as a cloud software supplier to the UK government as part of the new G-Cloud 13 framework.
G-Cloud is an official procurement framework of the Crown Commercial Service, an executive agency and trading fund of the Cabinet Office of the UK government, which enables UK government departments, local authorities, and other public sector bodies to implement the latest transformative cloud technologies. To secure its place on G-Cloud 13, Content Guru had to satisfy a range of inclusion criteria, such as providing a detailed list of the company’s capabilities and pricing, along with demonstrating Content Guru’s suitability for government projects.
Related Article: Content Guru Teams Up with Bechtle in New Partnership
Content Guru has a strong history of providing cloud communications and contact management services to UK government bodies, and the company’s storm solution for cloud contact centers can be procured through the G-Cloud Digital Marketplace. Organizations in the UK that have worked with Content Guru include the National Institute of Health, the London Ambulance Service, the Southampton City Council, and King’s College London.
IQVIA Partners with Dr. Reddy’s Labs in India
American biopharmaceutical giant IQVIA says its orchestrated customer engagement (OCE) platform has been selected as the core customer relationship management (CRM) software by Dr. Reddy’s Laboratories in India.
Under the terms of a multi-year agreement, Dr. Reddy’s will roll out OCE by linking the company’s various departments in marketing, sales, medical science liaison, and account management to drive a more focused customer engagement. OCE will also create precisely targeted and personalized interactions among healthcare professionals (HCPs) to foster tighter connections and a sense of belonging, executives from Dr. Reddy’s say.
Related Article: CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks
The OCE suite from North Carolina-based IQVIA is a highly configurable and scalable CRM solution built on best-in-class platforms, such as those from Salesforce, MuleSoft, Amazon Web Services, Heroku, and Box. Powered by IQVIA’s connected intelligence, OCE provides role-specific intelligent workflows aimed at improving decision-making and rendering a faster and more efficient HCP engagement process. More than 190 life sciences companies worldwide currently use OCE as their flagship CRM system.
IVQIA serves the combined industries of health information technology and clinical research. The company is also a provider of biopharmaceutical development and commercial outsourcing services, focused primarily on Phase I-IV clinical trials along with associated laboratory and analytical services.
Freshworks Helps Support Databricks as it Triples IT Workforce
Business software provider Freshworks says that its Freshservice platform is being used by Databricks, the data and AI company based in San Francisco, to support the tripling of the Databricks IT workforce, which serves that company’s more than 4,000 employees. Freshservice also plays a critical role in the Databricks process for on-boarding new hires and for supporting employee engagement on a continuing basis.
“As Databricks continues to expand our global workforce, providing a best-in-class employee experience is paramount,” says Ian Kennedy, director of corporate engineering helpdesk at Databricks. “Freshworks has helped transform how we manage our growing footprint, offering a powerful tool that enables employees across every department to get more done faster.”
Databricks first deployed Freshservice in 2021 for IT service management (ITSM) support of internal ticketing and employee IT requests. After seeing the IT team’s success with Freshservice, Databricks expanded its deployment of the platform—this time to provide support on enterprise service management (ESM) for other areas of the company, including human resources (HR), legal, security, and learning & development (L&D), paving the way for more efficient processes to unfold across various Databricks departments.
A Freshservice benchmark report says that last year, the platform helped companies resolve employee tickets 23% faster than the year earlier, with overall resolution time declining by more than seven hours.
Mindtree Collaborates With Currys for Connected Omnichannel CX
Mindtree, the multinational technology services and digital transformation company based in India, says it has enabled Currys, a major retailer of technology products and services in the UK, to deliver a connected and highly personalized omnichannel shopping experience to customers across multiple markets.
As part of a multi-year engagement, Mindtree is designing and implementing an omnichannel solution that provides a unified CX across rapidly converging online, mobile, and in-store shopping modes—at the same time driving cross-channel fulfilment and inventory optimization for Currys. Through unified consoles, Mindtree is also making it possible for the Currys workforce of more than 32,000 to support the company’s omnichannel customer journey vision by providing shoppers with enhanced speed and quality of service.
The solution, built by using up-to-date Salesforce and MuleSoft technologies, is helping Currys to become more data-driven. The approach supports the strategy of Currys to build customers for life—first by getting to know them better, and then by driving meaningful engagement and making shopping easier for the Currys customer. Opportunities for cross-selling, upselling, and post-sales lead generation are maximized this way.
Mindtree and Currys are continuing to collaborate on ways to innovate in omnichannel retail to enhance productivity and flexibility.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
