THE 2020 AWARD WINNER

The lawyer

Foxtel sends a new culture of personalization.
As the most innovative and dynamic media company in Australia offering subscription TV, Foxtel knew it needed to increase consumer appeal by making engagement easier, more personal and more mobile. They saw a unique opportunity to improve insights and customer personalization with Adobe Experience Cloud technology. They used Adobe Target, Analytics, Audience Manager and Experience Manager to initiate a “Build, Test, Measure” approach to their marketing and customer initiatives.

The ambassador

McGraw Hill Education’s Chelsea Kiko uses advanced customer loyalty practices.
Chelsea Kiko is Marketing Operations Manager 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 wanted, Chelsea reshaped their routing strategy and put marketing leads into the hands of sales reps faster. She developed a relationship with the sales team to create routing improvements that both serve customers faster and increase the pipeline.

The analyzer

Auditors Australia and New Zealand pave a new path to digital maturity.
Chartered Accountants Australia & New Zealand (CAANZ) acts as the leading, membership-based body for accountants in their region. Under its brand presence, CAANZ maintained seven different web properties. They knew their usage was high, but visitors didn’t find what they were looking for. CAANZ leveraged Adobe technology, data-first culture creation, and organizational buy-in to significantly increase the company’s digital maturity.

The architect

Westpac is getting personal in a new age of digital banking.
As Australia’s first bank and oldest company, Westpac needed to connect its customer experience across all channels. To do this, Westpac first had to improve the consistency of the various digital tools used across the company. They turned to solutions in the Adobe Experience Cloud that enabled them to work efficiently across multiple channels and experiences. Westpac has reinvented its approach to personalization.

The changemaker

The National Center for Missing and Exploited Children reaches a wider audience.
NCMEC is a private, not-for-profit company whose mission is to find missing children, reduce child sexual exploitation, and prevent child victimization. NCMEC felt it was critical to adopt technology that would engage people not only with desktop experiences but also with mobile and tablet experiences. Using Adobe Experience Manager, they created three new websites that targeted different audiences with relevant news. It has transformed NCMEC’s ​​ability to engage people, make the country’s children safer, and bring home more missing children.

The nearer

VMware gets sales and marketing on the same page.
VMware is a leader in virtualization and cloud infrastructure solutions that enable 350,000 enterprise and SMB customers to thrive in the cloud era. They needed a single source of truth to determine if a lead qualified to follow up on the sales team. VMware used Marketo Engage to enable its marketing teams to run their own marketing programs. The result is a system that empowers all teams at VMware, not just marketing, to meet sales targets and continue to hit their numbers.

The magnifying glass

Refinitiv is creating a new digital ecosystem to make life easier for its customers.
Refinitiv offers market-leading data for trade and risk management analysis and combines 160 years of Reuters tradition with the latest technology. They had to reinvent the customer’s digital journey, coordinate their offerings, and provide the financial world with a better online experience. They created a new component library system and improved the reusability of content and functionality in their online properties, while Adobe Analytics provided a consistent data layer across their ecosystem. Most recently, they used Adobe Advertising Cloud to introduce programmatic advertising capabilities.

The genius

Rite Aid brings a new omnichannel focus to its branches on a personalized customer level.
While Rite Aid Corporation was a recognizable brand, it knew it couldn’t stand still in a retail and B2C environment. They saw opportunities to modernize to be more customer-centric, offer better services, provide better access to products and wellness brands, and deliver world-class content. Adobe Experience Cloud provided the right mix of tools and features to drive the content-to-commerce mission of their strategy. By including Adobe Experience Manager in the 2020 mix and other suites in the future, Rite Aid aims to provide a more unified experience across the customer journey.

The outsider

TELUS brings customers to their helpful mobile experience.
TELUS, one of Canada’s largest telecommunications companies, found that customers who adopted their mobile app are more likely to do high-quality self-service activities and be much more engaged than web users. TELUS created customer segments with Adobe Audience Manager to connect their online and offline data and used these segments in Adobe Target to provide personalized banners for downloading apps. They then used Adobe SDK5 and Adobe Campaign to send push notifications, in-app messages and drive user interaction. Since the endeavor to get customers excited about the mobile app, the average monthly app download from TELUS has tripled compared to the previous year.

The orchestrator

Rural King offers greater convenience to rural communities.
Founded in 1960, Rural King offers a wide variety of foods, seeds and other agricultural and household products. They found that they were struggling with performance issues on the website, which resulted in them losing online sales, damaging customer trust and affecting relationships with suppliers. Using Magento Commerce, Rural King automated much of its order tracking, inventory management, fulfillment, tracking and reporting. They have changed the way their customers shop, combining the convenience of online and in-store shopping and hybrid in-store pickup options.

The transformer

CenturyLink found a way to get more out of customer interactions.
CenturyLink is a technology leader providing hybrid networking, cloud connectivity and security solutions to customers around the world. One of their biggest problems was with multiple businesses using technology that was not integrated, or was being redundant and underused. They consolidated and optimized their digital systems, records, and marketing spend using the Adobe Experience Cloud, and streamlined the delivery of strategic product, campaign, and customer experience initiatives on-premise using internal data from Adobe Target, Experience Manager, Analytics, Marketo Engage, and CenturyLink See.

The Experience Maker Executive of the Year

IndiGo Airlines’ Nitin Sethi offers all customers a better customized experience.
Nitin Sethi is Vice President of Digital at IndiGo, India’s largest passenger airline focused on offering low fares, being on time and providing a polite and easy experience. Nitin liked the holistic approach that Adobe Experience Cloud and its platform offer to accommodate isolated systems, limited customer profiles and omnichannel requirements. He and his team successfully rolled out the fare drop experience for their customers – the first in the industry for an airline. With a 360-degree view of customers, IndiGo can now drive personalization and understand regular customers better.

The Experience Maker Team of the Year

Sprint’s Hive helps create more personalized experiences.
Sprint is an American telecommunications company that was the fourth largest cellular network before the merger with T-Mobile and served 54.3 million customers. Sprint’s challenge was to find the best way to deliver personalized customer experiences. They used Adobe Target to collect anonymous behavioral data and then started testing to improve performance. The conversion rates for orders increased by 22 percent and the conversion of brand new customers by 14 percent.

The Experience Maker of the Year

Josh Mann helped Comcast break down data silos to personalize customer communications.
Josh Mann, Director Marketing Technology at Comcast, faced a major challenge: Customer data was fragmented across systems and stored in channel-specific silos. Josh and his team have successfully rolled out Adobe Campaign without any business interruption, including data migration from 60 million prospects and customers. Now Comcast delivers trips and campaigns that reach the entire prospect and customer base of over 60 million people across the entire customer lifecycle.