Smart Communications, Inc. (Smart), is revolutionizing the mobile experience in the Philippines.
The leading wireless services provider has recently partnered with global tech giants Adobe and Amdocs to deliver a more personalized and data-driven service to its subscribers.
As the first mobile operator in Southeast Asia to adopt Adobe Experience Platform, the company is now poised to deliver real-time, tailored services that cater to each customer’s unique needs. This strategic move also aligns with the brand’s commitment to providing exceptional digital experiences, ensuring that Filipinos stay connected and empowered.
Smart scores 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, Chief Operating Officer of Smart.
“By leveraging industry-leading Adobe Experience Platform and Amdocs’ advanced technologies and methodologies, the company is uniquely positioned to engage with our subscribers and serve them more 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 the telco firm to identify customer patterns and optimize customer interactions, significantly boosting productivity and elevating the impact of marketing campaigns.
In October this year, Smart was recognized as one of the ‘5G Global Rising Stars,’ an award that highlights the brand’s significant improvements in 5G voice and gaming after the company has improved its gaming experience by 11% and enhanced its voice call quality by 3%. These improvements place Smart alongside other top-performing telecoms such as Romania’s Digi Mobil and Mexico’s Telcel.
Smart’s improvements are especially relevant to the fintech industry, where seamless communication is critical for financial transactions, customer service, and fraud prevention. Improved voice services over 5G can enhance customer interactions for banks, e-wallet providers, and other financial institutions, particularly in rural areas where access to high-quality digital infrastructure has historically been limited.
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 further stated.
“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,” shared Shashank Sharma, Senior Director of Adobe Digital Experience, Korea and Southeast Asia.
“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,” added Sharma.
“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,” beamed 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.