Company Name: Deloitte
Company URL: www.deloitte.com
Your Name: @kartheek_a , @Shashi_Mulugu
Your Title: Architect – Adobe Experience Cloud
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.
Lead2Loyatly is a large woman clothing and accessories brand which operates in more than 40 states of USA through offline and online stores. Company is struggling to deliver omni-channel experience to its online customers who has purchase history with company’s offline stores.
Using Adobe Experience Cloud products, we have brought together offline and online data and stitched them to create a unified profile of customer. We can segment the customer and execute omni-channel personalization (web, email, social etc.,) and deliver real-time experiences.
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.).
To solve the customer’s problem, we have come up with a solution which can be implemented to any retail client and easily scalable to any tool across capabilities.
Architecture we have followed to achieve the solution:
For this instance, we have used Adobe Magento as commerce system to maintain product catalog and user accounts. It will be integrated to Adobe Experience Manager using ‘AEM CIF connector’ over GraphQL APIs. We can use any other commerce system in place of Magento just by introducing Integration layer at Adobe IO runtime.
Adobe Experience Platform is used to bring all offline and online data together and segment them to run personalization campaigns based on need. Using data science modules of AEP, we have executed ML algorithms to generate Lifetime Value for all offline customers based on their purchase history. This LTV score can be used to run very personalized campaigns on each customer to achieve more revenue and orders.
Adobe Journey Optimizer executed real-time email campaigns based on data received from website using Adobe Web SDK. One such campaign is to send welcome mail along with promo code to customers who already has offline store purchase history and creating their web profile for the first time using same email id provided at store.
Adobe Target is used to run real-time personalization on website at various locations. Target executes segment-based experience and recommendations by collecting visitor’s web site behavior via AEP Web SDK implemented via Launch.
Using AR/VR technology “Try on” feature is enabled for product detail page for the featured accessories promoted via L2L solution where the customer can try them enabling the camera on the device. This data will further be used to understand the user’s sentiment on the product and execute personalized campaigns to encourage them to purchase same or relevant products.
Here is a sample journey of a customer and how we’re helping the client to achieve their personalization goals:
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. Please cite both qualitative and quantitative results as applicable.
Using all the products of Adobe Experience Cloud, we’re able to convert and retain offline customers by executing campaigns at all touch points which in turn increasing the order and revenue for Lead2Loaylty.
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