Customers expect your brand to deliver exceptional, personalized experiences across all channels on a 24/7 basis. Meeting these demands requires creating seamless and secure customer journeys built on real-time insights and data.
To help businesses thrive in this customer-driven landscape, IBM® and Adobe continue to elevate their 20-plus-year partnership, bringing together innovation, technology and design to digitally reinvent modern businesses.
Recently Adobe named IBM its International Delivery Quality Partner of the Year for the third year in a row. Additionally, IDC and Everest have ranked IBM as a global leader for Adobe services. This continued recognition indicates that clients trust IBM to help orchestrate many of the most complex problems in the Adobe customer experience ecosystem.
A one-of-a kind partnership
As Adobe’s only Consulting and Technology Partner, IBM works with Adobe to deliver personalized and trusted end-to-end customer experiences across every touchpoint to help drive better business results.
To advance customer experiences, IBM Consulting™ is helping Adobe clients modernize their infrastructure using capabilities such as Red Hat®, IBM Cloud®, The Weather Company and IBM Sustainability for more flexible, automated and secure solutions.
When working with IBM and Adobe, clients can accelerate their own transformation in the following areas:
Personalization at scale
Experience personalization is the new business mandate. The Adobe Experience Cloud and the Adobe Experience Platform deliver personalized experiences at scale. From curating personalized content journeys to modernizing forms to supercharging Adobe Experience Platform with IBM’s proprietary assets, IBM Consulting is helping clients, such as Audi UK, get the most out of these platforms.
With 90% of car purchases starting online, Audi UK, needed to reimagine its digital experiences to complement the customer journey from initial inquiry to ownership. As part of the overall transformation, IBM implemented the Adobe Experience Manager along with Adobe Analytics to facilitate faster content-led experiences on the Audi website. This has enabled Audi to make business and customer-experience decisions based on data rather than assumptions, with a full view into how consumers interact with the new site.
Commerce transformation
The commerce world is increasingly complex, wrought with relentless customer demand and fierce competition. Omnichannel experiences are now the mandate for business growth and success.
Adobe Commerce enables companies to create rich, personalized shopping experiences supporting all business models on a single platform that is flexible, extensible and scalable. IBM is helping to leverage this platform to drive market-leading business outcomes with the IBM iX® Experience Orchestrator, an open-source framework of components and connectors. The result is insight-led, outcomes-driven commerce experiences that build trust and loyalty.
Adobe Commerce easily connects with IBM Sustainability Software solutions: IBM Sterling Order Management, which helps businesses manage orders across multiple channels and devices, and IBM Sterling Intelligent Promising, which helps businesses balance their inventory levels and reduce costs through accurate, real-time promise and order scheduling.
Enterprise work management
Today’s customer service teams need to work more quickly and efficiently to keep up with customer demands. Yet teams are often siloed and bogged down by email inboxes, chat windows and other processes, and they struggle to deliver optimal customer experiences. The work management platform Adobe Workfront makes it easier for teams to connect, collaborate and simplify workflows.
The Adobe Workfront practice of IBM iX has been recognized as Adobe Workfront’s Partner of the Year for two years in a row. IBM iX is the first Adobe Solution Partner to receive the Adobe Workfront Specialization designation in the Americas region.
Recently Adobe leveraged IBM Consulting services to navigate its own enterprise work management transformation with Adobe Workfront. The engagement has empowered Adobe’s employees to work faster and smarter with improved visibility, speed and quality in the face of unpredictable challenges.
Strengthened security
The strategic relationship between IBM, Red Hat and Adobe has been a pivotal milestone in helping global companies deliver world-class experiences while strengthening real-time data security for enterprises. This powerful partnership has been especially important for regulated industries such as financial services and healthcare. For instance, Adobe Experience Manager on IBM Cloud for Financial Services enables financial institutions to rapidly scale personalized customer experiences that promote brand engagement, drive demand and increase customer loyalty on-premises or on IBM Cloud.
Weather-informed insights
Weather has long been an indicator of buying behaviors. When a cold spike brings a flurry of shoppers to canned soups and comfort foods, or an early summer sends swimsuits flying off the rack, businesses that anticipate weather-driven demand come out ahead. Last year IBM further expanded its Adobe partnership around the use of AI-powered weather data from The Weather Company on the Adobe Experience Platform. Adobe is also now using data and insights from The Weather Company, an IBM Business, as part of its Digital Economy Index, to explore how weather patterns affect online spending and other trends in e-commerce.
In speaking with Bloomberg about the report, Adobe analyst Costa Lasiy says, “It’s uncommon to see this kind of effect shine through the data so clearly.”
With its expertise in weather and business outcomes, IBM’s The Weather Company is aware of the effect weather can have on consumer behavior and spending, and it works with clients to help them plan around weather for business decisions.
Greeting the future of customer experience together
Growing expectations for seamless experiences have raised the bar on collaboration, integration and time to market. This is where the strength and diversity of IBM’s global partner ecosystem with Adobe can help your business achieve rapid success and time to value.
Amid constant change that has become the norm, IBM and Adobe will continue to create transformative, next-generation digital customer experiences that engage and delight customers.
Visit us at Adobe Summit 2023 where we’ll have our key talks, solutions and more at Booth 419. Or attend the event virtually from anywhere for free.
Learn more about the IBM and Adobe partnership
See what IBM and Adobe can do for you
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