Company Name: NextRow Digital
Company URL: https://www.nextrow.com/
Your Name: Pratheep Arun Raj B (Arun)
Your Title: Enterprise Architect
Describe your company, the customer experience and business challenge(s) you set out to solve with Adobe Experience Cloud products, and how long your company/organization has been using Adobe Experience Cloud products.
Company: NextRow Digital is a new-age digital agency that specializes in marketing cloud and technology implementations. Building the right Digital strategy is key for successful MarTech implementation. Combining over a decade of experience with a flexible and collaborative approach, NextRow Digital helps clients meet their business needs successfully to overcome the challenges of digital transformation.
Customer Experience: BFSI has a complex ecosystem with data security and privacy as paramount factors. In addition to the customer data privacy regulations such as GDPR, CCPA, and PIPEDA, their Internal systems and processes are usually strictly regulated. With these considerations, BFSI is undergoing major changes and disruptions in its ecosystem. Furthermore, providing a unified and real-time experience to the customers remains a challenge for the majority of financial institutions.
Business Challenge: NextRow Digital is set to solve the below business challenges/trends.
Business Impact: The business challenges had an influence on Customer Experience and opened up the door for 3 key negative impacts.
Describe how you have integrated and used multiple Adobe Experience Cloud products to solve these challenges to improve and personalize the customer experience/journey. Please provide information that will be helpful in understanding your integration (e.g. architecture diagram, step by step process integration flow, etc.).
Getting started: With the aforementioned challenges, NextRow's marketing strategy revolved around the following.
Adobe Experience Cloud Products: NextRow has built an extensive financial services solution powered by Adobe Experience Platform including integrations across Experience Cloud Products below.
Architecture Diagram: Below is the architecture diagram for the solution.
Steps for Implementation & Integrations: Below are the steps to integrate the solutions.
Screengrabs on Implementation & Integration: Below are some screen grabs on Implementation & Integrations.
AEP Schemas:
AEP Datasets:
Website Implementation (Adobe Launch):
AEP Amazon S3 (Data Source):
AEP MX Platform API (Data Source):
AEP Segment:
AEP Activation:
Based on your successful use and integration of multiple Adobe Experience Cloud products, describe how it has transformed the customer experience/journey, and the value, business impact, and results your company/organization has realized (qualitative and quantitative).
Customer Experience Before Experience Cloud Integration: Typical Credit-Card customer journey looks like the below without Experience Cloud integration.
Customer Experience After Experience Cloud Integration: Enhanced Credit-Card customer journey looks like the below with Experience Cloud integration.
Customer Experience After Experience Cloud Integration (From UI): Below are some screen grabs on Customer Experience from Website Interface.
MX Integration Module:
Credit Card Auto-fill Module:
Credit Card Recommendation + Instant Credit Validation Module:
Business Benefits: Below are the solution's benefits and how NextRow has enhanced Customer Experience in BFSI.
Business Results: Solution results are below.
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