Real-time interaction management.

Connecting customer experience dots at the speed of satisfaction.
 
 
The challenge
 

Creating perfect experiences on the right channels, just in time. 

Your customers’ expectations have never been higher. You have one shot to deliver a consistent, meaningful, personalized experience — online or offline, anyplace, and anytime. If you can rise to the challenge, you’ll reap the benefits of significant customer engagement and long-lasting brand loyalty. Achieving this level of marketing agility isn’t easy, and you may find yourself facing anxieties like the following:

“I have to manage an overwhelming numbers of channels.”
Life used to be simple. You interacted with your customers face to face and maybe on your website. Now you have to worry about online, offline, email, mobile, social, and so on. It can be daunting.
 
“It’s hard to get a full picture of my customers when data is coming from so many directions.”
With customer data pouring in constantly, it should be easy to understand what they want and need. But unless you can connect data from multiple channels into a single view, your customer profiles will be incomplete, leading to poor personalization.

“I have too many manual processes to be able to respond to customers in real time.”
Disjointed data sources and disconnected technology make it impossible to respond immediately to your customers’ needs. Without automated interactions, you miss out on important opportunities to engage.

4 roadblocks to responding to your customers’ real-time needs:

You struggle to personalize timely content for individuals you already know.
 
You struggle to personalize timely content for individuals you already know.
You find it difficult to map your multichannel strategy to audience behavior.
 
You find it difficult to map your multichannel strategy to audience behavior.
You lack automation to determine which channels will best serve both customer and business needs.
 
You lack automation to determine which channels will best serve both customer and business needs..
Your targeted campaigns are less effective because they lack relevance.
 
Your targeted campaigns are less effective because they lack relevance.

Digital marketers struggle to deliver real-time experiences.

 
12%

Only 12% of companies have a single customer view to help them identify the same people on multiple channels.

8%

Only 8% have the automation capabilities necessary to make data-driven marketing decisions in real time.

The Multichannel Reality, Econsultancy and Adobe, 2015
 
The solution

The right time for digital customer interactions is real time.

 
Latent interaction management vs. real-time interaction management.
Latent interaction management prevents you from reacting to customers’ needs in the moment, understanding context, or delivering relevance. It relies on manually connecting data from different channels to anticipate what customers and prospects need. Unfortunately, this approach is too cumbersome to be effective.
 
 
vs.
Real-time interaction management automates the process of gathering customer data from numerous channels and gleaning insights about each audience segment. This lets you optimize each touchpoint for every customer segment, creating a relevant brand experience and more conversions every time. 

Real-time interaction management = The ability to automatically deliver the next-best experience to each customer — no matter where or how the engagement is initiated

Real-time interaction management = the ability to automatically deliver the next-best experience to each customer — no matter where or how the engagement is initiated.

Managing customer interactions in real time can take your marketing into the future by helping you to:
AGGREGATE all of your data to interpret customer needs.
AGGREGATE
all your data to interpret customer needs.
DECIDE in real time the ideal content and offer for every customer.
DECIDE
in real time the ideal content and offer for every customer.
DELIVER personalized, meaningful experiences that match the channel and device.
DELIVER
personalized, meaningful experiences that match the channel and device.
UNIFY performance and attribution data for all channels in one place.
UNIFY
performance and attribution data for all channels in one place.
 

The Adobe advantage

Analyze data and optimize campaigns in no time.

Adobe can help you realize the power of interacting with your customers in real time. Know who your customers are, regardless of which channels and devices they’re using. And then optimize your campaigns by understanding context and delivering the most relevant offers to the most interested customers. 
 
Real-time data collection helps you aggregate data on the fly. You can combine details on digital browsing behavior, geographic and demographic data, and campaign performance in one place. With predictive analytics, you’ll get powerful insights into the most effective strategies, so you can optimize your campaigns for success.

A/B testing allows you to quickly iterate content for ongoing improvement. At the same time, predefined rules match the right content to customers at the right touchpoint. The best content is then dynamically served in real time.
 
The result for your customers is a personalized, meaningful, standout experience. The result for you is an enhanced ability to drive top-line revenue and secure customer loyalty.
Real-time interaction management with Adobe helps you:
  • Understand your customers intimately across channels and devices.

  • Factor in the context and timing of customer interactions with your organization.
  • Serve content with confidence and without having to supervise each interaction.
     
  • Optimize content and offers for the greatest impact on the customer — and your bottom line.

“Adobe differs from RTIM vendors with centralized real-time decision engines, as it integrates functionality from its marketing, analytics, and advertising cloud portfolios to enable RTIM on a channel-by-channel basis.”

 

Customer story

Eurobet
Improving the odds of loyalty.
With Adobe, Eurobet can visualize customer data across multiple channels and devices to see exactly which marketing strategies are and are not working — in real time. The Italian gaming company can reliably refine customer interactions to be more meaningful, thus decreasing customer turnover and increasing loyalty and engagement.

Alexis Grigoriadis

“Adobe…helps us create thoughtful conversations with customers, for everyone’s benefit. Our customers are more loyal and engage with us more frequently.”

Alexis Grigoriadis
Online marketing director, Eurobet

Eurobet uses real-time interaction management from Adobe to:

  • Boost cross-sell and upsell campaign conversions by 20%
     
  • Reduce customer turnover by 3%
     
  • Improve market ranking for sports betting volume from sixth to second
     
  • Initiate content and campaign changes at an increased rate

Rise to the occasion with your customer engagement.

Adobe gives you the ability to connect the dots between your customers’ data across channels. The more you understand your customers, the better you can optimize each touchpoint for success. Ultimately, this will put the quality of your brand experiences head and shoulders above your competition and drive up conversions and loyalty. Yes, you can rise to the occasion and deliver the perfect experience for every interaction.
You know your customers across channels and devices.
You know your customers across channels and devices.
You test and optimize each touchpoint to meet their needs.
You test and optimize each touchpoint to meet their needs.
You react with personalized content in real time, every time.
You react with personalized content in real time, every time.

Manage your customer interactions in real time.

Know your customers on every channel, build tailored experiences on the spot, and enjoy greater conversion, revenue, and loyalty.