Deloitte launches program aimed at customer engagement

12 December 2019 Consulting.us

Big Four firm Deloitte, via Deloitte Digital, has launched Lift Acceleration Program, which will assist businesses in customer acquisition, growth, and profitability. The program leverages and combines Hux, Deloitte’s customer engagement platform, Adobe Experience Platform (AEP), and Adobe Experience Cloud, enabling organizations to better understand their customers, raise customer engagement, and increase business performance.

Companies utilizing Lift Acceleration Program will be assisted in becoming more “customer-centric” – a goal that hopes to achieve increased customer acquisition and retention, as well as a higher lifetime value. The program places emphasis on Key Performance Indicator (KPI) ownership and closed-loop processes – which connect people, processes, and data across the value chain – that allow businesses to home in on and analyze customer behaviors.

"In today's world, the discipline and art of managing customer value has been neglected," Barbara Venneman, global head of Deloitte Digital's advertising, marketing, and commerce practice, said. "While many companies only focus on KPIs, Lift Acceleration Program can raise more than 14 Customer Experience Performance Indicators, including marketing and paid media effectiveness, customer targeting, reach and relevance, acquisition, conversion, owned and earned media performance, sales, length and profitability of the relationship and overall customer happiness.

"With Lift Acceleration Program, we aim to empower organizations to make the right decisions across all stages of the customer journey, by establishing the right operating model, culture, digital foundations and connections – between people, systems, data, insights, and products.”

Deloitte launches program aimed at customer engagement

The program uses customer engagement as a way to drive bottom-line results by using best practices for customer engagement. AEP is a valuable tool in this ­– it is a customer experience management platform that allows businesses to deliver personalized customer experience at scale.  

"Delivering personalized customer experiences across an increasingly complex network of fragmented touch points seamlessly and at scale requires a breadth of expertise and collaboration within and across organizations," Matt Thompson, executive vice president, of Adobe’s Worldwide Field Operations, said. "Deloitte brings the know-how and expertise to design the right operating model and customer engagement platform to help enterprise customers realize the full potential of becoming data-driven, customer-centric businesses."


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