Smart Communications Inc. (Smart), the wireless services arm of PLDT Inc., has partnered with global tech leaders Adobe and Amdocs to enhance the way it serves its subscribers across the Philippines.
This partnership aims to make Smart more customer-focused and data-driven, ensuring personalized services for its users.
With this move, Smart becomes the first mobile operator in Southeast Asia to use Adobe Experience Platform (AEP), a technology that helps businesses understand and respond to customer needs in real-time. Amdocs will support Smart in using this platform effectively.
“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 will help Smart gather customer data from various sources, giving deeper insights into what its subscribers want. It also includes tools like Adobe Real-Time Customer Data Platform (Real-Time CDP) and Adobe Journey Optimizer, which enable Smart to provide personalized services through apps, social media, and messaging platforms.
Smart will also use Adobe’s AI-powered tools, such as AI Assistant, to spot customer trends and improve how it interacts with subscribers, making its marketing campaigns more effective.
A stronger focus on customer needs
“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.
Through this partnership, Smart aims to deepen its connection with its customers, boost loyalty, and drive growth in today’s increasingly digital world.
