THE 2020 AWARD WINNERS
Foxtel is spreading a new culture of personalization.
As Australia’s most innovative and dynamic media company offering subscription TV, Foxtel knew it needed to increase its appeal to customers by making engagement easier, more personal and more mobile friendly. They saw a unique opportunity to increase customer knowledge and personalization with Adobe Experience Cloud Technology. They used Adobe Target, Analytics, Audience Manager, and Experience Manager to launch a “build, test, measure” approach to their marketing and customer related initiatives.
Chelsea Kiko of McGraw Hill Education has acquired advanced customer engagement practices.
Chelsea Kiko is Head of Marketing Operations at McGraw Hill – a learning science company that provides personalized learning experiences for students, parents, educators and professionals. By using Adobe solutions to understand what their customers want, Chelsea reshaped the routing strategy, putting marketing leads in the hands of salespeople faster. She has developed a relationship with the sales team to create improvements in routing that both serve customers faster and increase the pipeline.
Chartered Accountants Australia and New Zealand are leading a new path to digital maturity.
Chartered Accountants Australia & New Zealand (CAANZ) is the primary membership body for accountants in their region. Among their brand presence, CAANZ maintained seven different web properties. They knew their usage was high, but visitors couldn’t find what they were looking for. CAANZ used Adobe technology, creating a data-driven culture and organizational buy-in to dramatically increase the digital maturity of the company.
Westpac becomes personal in a new era of digital banking.
As Australia’s largest bank and oldest company, Westpac has had to link its client experience on all channels. To do this, Westpac first had to bring consistency to the various digital tools used in the company. They turned to solutions from Adobe Experience Cloud, which allowed them to operate effectively across multiple channels and experiences. Westpac has reinvented its approach to personalization.
The National Center for Missing and Exploited Children reaches a wider audience.
NCMEC is a private, not-for-profit company whose mission is to help locate missing children, reduce the sexual exploitation of children and prevent the victimization of children. NCMEC felt it was essential to embrace technologies that not only engage people with desktop experiences, but also mobile and tablet experiences. With the help of Adobe Experience Manager, they created three new websites that met more diverse audiences with posts relevant to them. This transformed NCMEC’s ability to mobilize people, keep the country’s children safe and bring more missing children home.
VMware puts sales and marketing on the same page.
VMware is the leader in virtualization and cloud infrastructure solutions that enable its 350,000 enterprises and SMB customers to thrive in the cloud age. They needed a single source of truth to determine if a prospect was qualified to follow up on a sales team. VMware used Marketo Engage to enable its marketing teams to run their own marketing programs. The result is a system that enables all VMware teams, not just marketing, to meet their revenue goals and continue to meet their goals.
Refinitiv is creating a new digital ecosystem to make life easier for its customers.
Refinitiv provides cutting-edge data for trading analysis and risk management, combining 160 years of Reuters heritage with the latest technology. They needed to reinvent the digital customer journey, align their offerings and give the financial community a better online experience. They created a new component library system and increased content reusability and capabilities in their online properties, while Adobe Analytics provided a consistent data layer in their ecosystem. Finally, they used Adobe Advertising Cloud Present programmatic advertising capabilities.
Rite Aid is bringing a new omnichannel direction to their stores at the personalized customer level.
Rite Aid Corporation, although a recognizable brand, knew it couldn’t stand still in a retail and B2C environment. They saw opportunities to modernize to be more customer-centric, deliver better services, offer better access to wellness products and brands, and deliver best-in-class content. Adobe Experience Cloud provided the right mix of tools and features to continue the content-commerce mission of their strategy. By integrating Adobe Experience Manager in 2020 and other suites in the future, Rite Aid aims to bring a more unified experience to the entire customer journey.
TELUS guides customers to their useful mobile experience.
TELUS, one of Canada’s largest telecommunications companies, found that customers who adopted their mobile app were more likely to engage in high-value self-service activities and were significantly more engaged than web users. TELUS created customer segments using Adobe Audience Manager to connect their data online and offline and used these segments in Adobe Target to serve custom app download banners. They then used Adobe SDK5 and Adobe Campaign to send push notifications and in-app messages to boost user engagement. Since the efforts to attract customers to the mobile app, TELUS has seen the average number of monthly app downloads triple from the previous year.
Rural King brings increased convenience to rural communities.
Rural King started in 1960 and supplies a wide range of food, seeds, and other agricultural and household products. They found that they were experiencing performance issues with their website, which caused them to lose online sales, damage customer trust, and impact supplier relationships. Using Magento Commerce, Rural King has automated much of order tracking, inventory management, fulfillment, tracking, and reporting. They’ve changed the way their customers shop, combining the convenience of online and in-store shopping as well as hybrid shopping-in-store pickup options.
CenturyLink has found a way to get the most out of their interactions with customers.
CenturyLink is a technology leader providing hybrid networking, cloud connectivity and security solutions to customers around the world. One of their biggest challenges revolved around multiple business units using technology that either did not fit or was redundant and underutilized. They consolidated and optimized their digital systems, data sets, and marketing spend using Adobe Experience Cloud, while streamlining the deployment of strategic product, campaign and customer experience initiatives on the ground at using Adobe Target, Experience Manager, Analytics, Marketo Engage, and CenturyLink internal data. Lake.
The framework of the year Experience Maker
Nitin Sethi of IndiGo Airlines brings a better individual experience to all customers.
Nitin Sethi is Vice President of Digital at IndiGo, India’s largest passenger airline, which focuses on providing low fares, punctuality and a courteous and easy experience. To deal with partitioned, limited systems customer profilesand omnichannel needs, Nitin appreciated the holistic approach offered by Adobe Experience Cloud and its platform. He and his team have successfully launched the lower fare experience for their customers – which is the first in the industry for an airline. And now with a 360-degree view of customers, IndiGo can drive customization and better understand loyal customers.
Experience Maker Team of the Year
Sprint’s Hive helps create more personalized experiences.
Sprint is an American telecommunications company that, before its merger with T-Mobile, was the fourth largest mobile network, serving 54.3 million customers. Sprint’s challenge was to find the best way to serve personalized customer experiences. They used Adobe Target to capture anonymous behavioral data and then started testing to improve performance. There was a 22% increase in the overall order conversion rate and a 14% increase in the conversion of new customers.
Experience Creator of the Year
Josh Mann helped Comcast break down data silos to personalize customer communications.
Josh Mann, director of marketing technology at Comcast, faced a daunting challenge: Customer data was fragmented between systems and stuck in channel-specific silos. Josh and his associates have successfully adopted Adobe campaign without business disruption, including data migration of 60 million prospects and customers. Now, Comcast offers journeys and campaigns that reach all prospects and customers of over 60 million people throughout the customer lifecycle.