Idea Cellular partners with Adobe to personalize customer experience

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Idea Cellular has announced a strategic partnership with Adobe under which it will leverage Adobe Experience Cloud to deliver personalized customer experiences to its nearly 200 million subscribers across India.

Idea said the partnership – which entails deployment of Adobe Experience Cloud solutions including Adobe Analytics Cloud, Adobe Advertising Cloud and Adobe Marketing Cloud, powered by Adobe Sensei’s artificial intelligence capabilities at the backend – is expected to help Idea Cellular automate aspects of its customer care and benefit from a potential increase in sales as well as savings around operational costs.

Idea Cellular will also introduce advanced digital self-service options to reduce call center traffic and save on operational costs.

“The Indian telecom market landscape presents a plethora of opportunities and challenges, several of which can be addressed by the massive potential of digital technologies,” said Idea MD Himanshu Kapania. “With the rapid penetration of mobile devices and massification of data services, consumers in India are now increasingly getting online, and it has been our endeavour at Idea Cellular to deliver the industry’s best digital experience for our customers.”

“The power of standout customer experiences has now proven its mettle for the world’s leading brands, and India’s fiercely competitive telecom industry has been among the first to acknowledge the role digital marketing can play in furthering business goals,” added Kulmeet Bawa, MD of Adobe South Asia. “We are confident that Adobe Experience Cloud capabilities will help Idea Cellular increase revenues through online channels, reduce customer acquisition costs, improve cross-sell and upsell opportunities, and above all, deliver the best customer experience in the Indian telecom industry.”

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