In line with its heightened commitment to deliver amazing experiences to Filipinos, mobile services provider Smart Communications, Inc. (Smart), the wireless services arm of leading PLDT Inc. (PLDT), has teamed-up with Adobe, a global leader in helping brands deliver exceptional digital experiences, and Amdocs, a leading provider of software and services to communications and media companies, to pave the way for a more data-driven and customer-centric approach to serve its subscribers across the country.
With this strategic collaboration, Smart becomes the first mobile operator in Southeast Asia to adopt Adobe Experience Platform to connect customer insights and deliver services that are most meaningful, including real-time services tailored to their needs. The platform will be delivered to Smart by Amdocs.
A Milestone in Digital Transformation
“Our collaboration with Adobe and Amdocs is a significant milestone in our digital revolution roadmap to deliver amazing experiences to our customers,” said Anastacio ‘Boy’ R. Martirez, Smart Chief Operating Officer.
“By leveraging industry-leading Adobe Experience Platform and Amdocs’ advanced technologies and methodologies, Smart is uniquely positioned to engage with our subscribers and serve them effectively and efficiently than ever before,” Martirez added.
Adobe Experience Platform (AEP) is an industry-leading technology platform that will power Smart with the ability to integrate customer data from across channels and discover deeper insights into customer needs. Powered by AEP, enterprise applications including Adobe Real-Time Customer Data Platform (Real-Time CDP) and Adobe Journey Optimizer will further enable Smart to gain the agility to adapt to customer behaviors in real-time and deliver personalized customers experiences at scale through tailormade offering across multiple touchpoints including mobile application, social media, and messaging platforms.
Generative AI capabilities including AI Assistant embedded within Adobe’s applications will allow Smart to identify customer patterns and optimize customer interactions, significantly boosting productivity and elevating the impact of marketing campaigns.
Strengthening customer obsession
“This world-class innovation empowers Smart to be more agile and responsive to the needs of our subscribers anytime, anywhere, strengthening our commitment to customer obsession. Put simply, our new customer experience platform is simply amazing,” Martirez said.
“Today, Adobe Experience Platform is the solution of choice for some of the world’s biggest businesses, as they look to build a single view of customers and seamlessly engage with them across channels. Smart is leading the way in redefining customer experiences in the Philippine telecom industry, and we are thrilled to be a strategic partner in their incredible digital transformation journey,” said Shashank Sharma, Senior Director of Adobe Digital Experience, Korea and Southeast Asia.
“We are delighted to collaborate with Smart and Adobe in delivering these new capabilities so Smart can make it amazing each day for their end users,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs.
Beyond enriching the everyday lives of its subscribers, Smart’s collaboration with Adobe is expected to further deepen customer relationships, strengthen loyalty, and drive growth in an increasingly digital world.
