Scaling connected experience delivery with Pega & Adobe
Sponsored by: HCL Technologies Ltd
- Customer Experience
- 1 To 1 Customer Engagement
- Personalization At Scale
- Data Driven Marketing
Date: 28 April
Time: 11 to 12 EDT
HCL ADvantage™ Pega Experience Amplifier
In today’s hyper competitive environment, each interaction with a customer is more valuable than ever before. With digital explosion increasing the opportunity to improve customer engagement, the right messaging can be the difference between gaining or losing a customer. To give customers what they expect, organizations need to harness the data across the digital ecosystem and capitalize on the "I want to know" and "I want to buy" moments. They must adopt robust platforms to gather intelligence across all customer journey touchpoints and leverage that to provide contextual and personalized experiences. To deliver deeper and more meaningful connections organizations need to effectively use actionable analytics, increase speed of response and create a connected, efficient and powerful customer experience ecosystem. The need of the hour is to have the ability to promptly consume as well as retort to the ever-changing context of recent customer behaviors and interactions – dealing with the moment of truth and defining next-best-moments of relevance for one-to-one customer engagement.
Organizations are working with multiple marketing, data, analytics systems with several sub components to ensure smooth customer experiences. While the “frankenstack” based approach helps in diversifying the cost & investment of the enterprise, the lack of end-to-end visibility of composable business architecture & user journey across the value chain (by toggling across tool stacks) results in the following challenges:
• Disjointed customer experience across channels
• Long time-to-market for campaign origination and design
• Inability to create personalized and contextual experiences
• Poor customer retention and acquisition rates
• Misalignment of sales, marketing and services
• Challenging measurement and attribution of marketing ROI
Pega & Adobe both bring unique capabilities in customer experience space that when put together enables a seamless, personalized, contextual customer journey from awareness to customer service. HCL's ADvantage™ Pega Experience Amplifier solution aims to bring together data, experience and context seamlessly to deliver individualized experiences to customer across their customer journey leveraging the best-in-class Adobe Experience Cloud and Pega Customer Decision Hub – CDH (or the wider suite of Pega Infinity & strategic apps offerings).
Enterprise Solution Architect
Pritiman Panda is an Enterprise Solution Architect with the Digital and Analytics practice within HCL Technologies. With 15+ years of experience in delivery & technology consulting across myriad verticals, he is responsible for the Digital Process Automation Practice at HCL and value creation for customers embarking on digital transformation initiatives. As a technology enthusiast, he loves reading, exploring, blogging & experimenting with any new technology disruption & innovation.
Principal Partner Solution Consultant
Dan has been with Pega for over 9 years, and has been working within the Partner Solutions Consulting team for almost 8 of those years. As a Partner Solutions Consultant, Dan’s primary focus, as a technical resource, is to help Pega’s Partners SELL PEGA. This can range from evangelism, sales enablement, solution architecture, and demo development and delivery. Dan is your go-to technical resource for co-selling and developing solutions with Pega, and available to you to help you uncover and/or sell any Pega opportunities you might find.
Digital Experience Lead
Shilpa has more than 13 years of experience on digital solutions across various verticals in consulting and delivery . She is responsible for customer experience solutions, innovation and helping clients through on digital transformation journey.
Digital Experience Partner Manager
Chris Marquardt is a Digital Experience Partner Manager with Adobe where he supports HCL with all Adobe-related goals and objectives. In addition to his almost five years with Adobe, Chris worked for 15+ years leading digital marketing teams delivering web, mobile, and retail digital experiences; search and display campaigns; and a wealth of digital content for large brands across sectors in the digital agency world. When not working with Adobe partners to help drive value for shared clients Chris can be found kayaking his local waters of the Long Island Sound or tinkering with whatever new device has got his attention.
Key Learning Objectives
- A view of the distorted customer experience and a need of a fabric for connected-experience
- Understanding the art & science of seamless digital experience
- Understanding how a personalized experience can be delivered at scale with Pega & Adobe Interlock leveraging the HCL ADvantage™ Pega Experience Amplifier Solution
- A go through of specific scenarios of Customer Journeys to understand the Pega & Adobe
- Learnings about the latest & the greatest offerings from Pega & Adobe in the 1:1 Customer Engagement space
- The value and business benefits that can be realized with the cohesive force of Pega & Adobe
- C levels (CTO / CIO / CDO)
- Director IT
- SVP/VP of IT
- Head of IT
- Enterprise Architects
- Lead Solution Architects
- Lead Business Architects
- Innovation Director
- Digital Transformation Manager