Smart teams up with Adobe, Amdocs to elevate customer experience in the Philippines

Philippines – Mobile services provider Smart Communications, Inc. under PLDT Inc. has collaborated with computer software company Adobe and software and services provider Amdocs to elevate its customer experiences.

The partnership aims to provide data-driven and customer-centric offerings to Smart’s subscribers in the Philippines.

The collaboration allows Smart to leverage the Adobe Experience Platform (AEP) for customer insights and other services. Amdocs will be delivering the platform to Smart.

AEP is set to help Smart integrate customer data in real-time from different channels to gain insights into their needs. 

AEP powers enterprise applications such as Adobe Real-Time Customer Data Platform and Adobe Journey Optimizer, which Smart can use to provide personalised customer experiences through the partnership.

Adobe’s applications are also equipped with generative AI, enabling Smart to identify customer patterns, boost productivity, and make its marketing campaigns more impactful.

“Our collaboration with Adobe and Amdocs is a significant milestone in our digital revolution roadmap to deliver amazing experiences to our customers. 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,” Anastacio Martirez, Smart’s chief operating officer, said.

“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 added.

“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,” Shashank Sharma, senior director of Adobe Digital Experience in Korea and Southeast Asia, said.

“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,” Anthony Goonetilleke, group president of technology and head of strategy at Amdocs, commented.