Posts tagged "Customer Experience Management"

Malaysia Airlines Fuels Digital Business Transformation with Adobe Marketing Cloud

Malaysia.airlines.b747-400.9m-mph.arp

Malaysia Airlines gallops its way into the Year of the Horse with an exciting digital business transformation. After spending close to a year evaluating proposals from some of the industry’s leading solutions and point product vendors, Malaysia Airlines has chosen Adobe to implement a mission-critical technology refresh.

Today,  we’re excited to announce that Malaysia Airlines will implement not only Adobe Marketing Cloud but Adobe Creative Cloud as well, making this one of the company’s largest enterprise licensing agreement in Asia Pacific. Malaysia Airlines, a leader in the aviation industry and winner of Asia’s Leading Airline at the 2013 World Travel Awards, will use Adobe Marketing Cloud to power its digital marketing and customer engagement across all the company’s platforms and brands. Firefly, MAS Wings, MAS Cargo and loyalty program Enrich are expected to leverage Adobe Marketing Cloud in the near future.

The consolidation of digital marketing platforms across the Malaysia Airlines group will take place over the next three years. The integration of off-line customer data from the loyalty program and customer call center, together with digital records and footprints, will give them access to a single holistic customer view. This will allow them to deliver a whole new level of customer experience, through more personalised and customised content, offers and services.

At the heart of the digital strategy is MAS’ website, which is a mission-critical business channel delivering a significant share of the company’s revenue every day. Through Adobe Experience Manager, Malaysia Airlines is planning to boost its brand campaign along with strong customer experience management to deliver on a consistent brand promise across both real-world and digital touch points.

Engagement via social media is also critical to the transformation, and Malaysia Airlines celebrated the milestone of 1 million Facebook fans in October 2013. Social media is becoming a key element of marketing for many brands and Malaysia Airlines is no exception.  Through Adobe Social, Malaysia Airlines wants to continue to grow engagement with customer globally via various social platforms.

The partnership with Malaysia Airlines is Adobe’s first managed services deal in Southeast Asia, and reflects how customers are looking to implement more complex solutions across whole-of-business rather than deploy point products.

It’s full speed ahead for Malaysia Airlines and Adobe.

Adobe Campaign joins forces with Adobe Experience Manager to give great customer experience and drive customer loyalty

Adobe is kicking off 2014 by announcing the latest release of Adobe Campaign which will provide marketers more scale and sophistication for cross-channel marketing programs. Today’s  announcement follows momentum from the acquisition of Neolane,  the rebranding of Adobe Campaign and our new simplified pricing and packaging strategy.

In the new release, Adobe Campaign will join forces with Adobe Experience Manager allowing marketers to create a seamless and personalised customer experience. The integration will permit marketers to work from a single digital asset management repository and integrate data from both anonymous visitors and identified customers.

Adobe Experience Manager is a world-class web experience management solution, and a Leader in the most recent, relevant  Gartner and Forrester reports while Adobe Campaign is a Leader in cross-channel campaign management in Forrester. The integration of both solutions combines the best content with cross-channel customer engagement.  This means we can now deliver personalised content to each customer at the right time through the right channel, while driving customer loyalty.

Creating quality content has always been a major challenge for marketers. It’s even harder to utilizing that content within the same marketing tools. Until now,  marketers have had to work with external agencies or different organisations,  using manual processes or an external content management system, that do not allow them to execute messages or make changes easily. Now, with the integration, marketers can simply create an email, embed dynamic personlisation fields into the content, publish and execute the content across multiple channels all within a few clicks.

In addition to the integration of Adobe Campaign and Experience Manger within the Adobe Marketing Cloud, the latest release of Adobe Campaign also features:

  • Real-time marketing and scalability enhancements
  • Improvements in distributed marketing for local entities
  • Reporting enhancements for transactional messaging
  • German language support
  • More technical platform enhancements

Interested in learning more? Visit the Adobe Campaign page and check out our new explainer video. You can also check out Patrick Tripp’s blog here.

Take the Journey from Lists to Conversations

Why digital channels demand it, and your customers will love it

With its roots in direct marketing, campaign management is very mature. But just as we got good at building better and better lists, the game has changed.

This webinar will touch not only on the challenges posed by ever more fragmented paths to purchase, but will focus on what we can do about it. When the game changes, an opportunity opens up to not just adapt faster than the competition, but to provide experiences that really delight your customers at every touch point, reinventing the way you engage them.

Key Points that will be covered in this session:
• Marketing Insights based broadcasts to cross channel customer centric conversations
• The importance of trigger based and event based communication for real time marketing
• Blurring the lines between Campaign Marketing and Digital Marketing
• Technologies role changing from barrier to enabler
• What does doing it right look like : Examples and Case Studies

Date: 16 January 2014, Thursday

Time:

9.00am – 10.00am India, Sri Lanka
10.30am – 11.30am Thailand, Indonesia,
Vietnam
11.30am – 12.30pm China, Hong Kong,
Singapore, Taiwan,
Macau, Malaysia, Philippines,Perth
12.30pm – 1.30pm Korea
2.00pm – 3.00pm Adelaide
2.30pm – 3.30pm Australia (Sydney, Melbourne,
Canberra)
4.30pm – 5.30pm New Zealand

Format: Online Webinar

It’s All About the Customer

Hisamichi Kinomoto, VP Marketing, Japan and Asia Pacific, Adobe Systems- LinkedIn

Hisamichi KinomotoCustomer is King – and the best way to provide outstanding service is through a personalised experience.

This is exactly what Shinsei Bank aims to achieve as they adopt Adobe Analytics, part of the Adobe Marketing Cloud, to support multi-channel marketing and personlise customer experience, alongside a major website refresh.

The introduction of Adobe Analytics to the Shinsei Bank’s website will help the team analyse trends and identify interests among site users in real time and utilize the results in digital marketing strategies, plus provide a personalised customer experience in web, mobile and branch environments by integrating the results with offline customer data and providing them to each branch.

The newly implemented system will be used to integrate customer data from Shinsei Bank’s website and offline transactions. This allows Shinsei to recommend offerings on its website and suggest products to customers at branches. In addition, Adobe Analytics will speed up the system overall, as the analysis of customer trends can be based on website data rather than just offline customer data as before.

By implementing this entire cycle automatically in real time, Shinsei Bank has achieved a system that not only accelerates the Plan Do Check Act (PDCA) cycle, but also helps the bank offer more targeted and relevant services,  by combining customer behavior data from its website with offline purchasing histories.

For more information, here are some helpful links:

Great Eastern – Embracing a Healthy Digital Future

Great Eastern, headquartered in Singapore and the oldest and most-established life insurance group in Southeast Asia, was the first company in the world to implement all five digital marketing solutions in one agreement, rolling out Adobe Analytics, Adobe Target, Adobe Experience Manager including Scene7, Adobe Media Optimizer, and Adobe Social. Adobe Marketing Cloud has become the technology platform that is powering a transformational strategy that redefines standards in customer engagement and service.

Watch Christopher Wei, Group CEO of Great Eastern Holdings Limited talk about how Great Eastern is embracing the digital future with Adobe Marketing Cloud: