Digital fuels every aspect of how we live, learn, work, and play: Nitin Singhal, MD – Digital Experience, Adobe India

NITIN SINGHAL, MD, Digital Experience, Adobe India

The pandemic has triggered a digital-first world, driving businesses to accelerate their digital transformation plans towards delivering exceptional customer experiences across every touchpoint. “The ability to deliver great customer experiences is no longer just a nice-to-have—it is a competitive requirement in a digital-first reality,” says Nitin Singhal, managing director, Digital Experience, Adobe India. “Adobe’s mission to change the world through digital experiences has never been more relevant,” he tells Sudhir Chowdhary in a recent interview. Excerpts:

The pandemic has forced even the most traditional businesses to pivot and transfaorm digitally. What is the next step for businesses to ensure success?
The pandemic has not only forced companies to move into a virtual setting, leaving digital as the preferred option to reach audiences, but has also accelerated the need for teams to move quickly, assess, and adapt, making agility a central business principle. The ability to monitor and quickly identify shifts in the marketplace and customer base, rapidly respond and shift direction, reskill and bring in new talent, and consistently monitor results and measure impact in real-time are now requirements for all.

See also  Three years after SC’s yes & many debates later, we may get to watch live trials

But, agility isn’t enough. The most successful, digital-first companies are authentic, transparent, and intent on doing good for their customers and communities. Focused on innovation with their people, processes, and technology, they never lose sight of their purpose. It’s these companies that will thrive most in the future.

With digital taking centre stage, where do you see the opportunity in India?
A key differentiator for Adobe India is its contribution to both—the company’s intellectual property (IP) creation and business growth, and I am bullish about our growth outlook in India. Having established itself as a leader in customer experience management solutions and demonstrated the success of its own digital transformation journey, taking a very profitable packaged software business to a subscription business in the cloud—Adobe was well-equipped to handle the disruptive impact of Covid-19 and is uniquely positioned to offer a playbook to businesses that are looking to leverage the power of digital to stay ahead in the marketplace.

See also  Govt's capex scheme to augment Indian states' equitable long-term growth

Customer experiences have now become more important than ever before, and digital is what enables businesses to stand out. As digital strategy becomes core to the success of every company, we are committed to work as a strategic and trusted partner for many brands in India. Let me touch upon an example here. Financial institutions have had to reimagine customer transactions in a digital-first world. Using the power of Adobe Experience Cloud solutions, HDFC Bank curated seamless digital journeys for customers with innovative offerings like 10-second personal loans, Insta Account, etc., and was able to deliver zero-touch online experiences to customers, anytime and anywhere, offering next level of personalisation services and enhancing their digital journey.

See also  Coronavirus India News Live Updates June 7: Covid-19 Daily Cases and Deaths Count in India Live, Coronavirus Vaccine Latest Update, Corona Unlock Guidelines Live, Karnataka, Mumbai, Kerala, Andhra Pradesh, West Bengal, Delhi, Uttar Pradesh Lockdown Live News

ICICI Home Finance Company used Adobe Experience Cloud solutions to revamp its website last year and become one of the first in the industry to deliver it in six localised languages. It also delivered a platform for housing marketplace with search and compare feature to help customers make the right choice and improve fixed deposit loan application journey, resulting in decrease in drop-offs.

Where do you want to take the business by 2025?
Our strategy of unleashing creativity, accelerating document productivity and powering digital businesses is mission-critical and will continue to drive our top- and bottom-line growth. We are now focused on the much broader experience business opportunity—with three key tenets driving our strategy.

  • People buy experiences, not products. Businesses need a service mindset— every customer is making a decision to renew or cancel with every interaction. We will help companies transform how they operate— always-on, knowing the past, and anticipating the future.
  • Put art and science to work. Great content is key to breaking through the noise, and data is required to understand the customer’s context. We put content and data to work at scale, helping businesses deliver consistent and exceptional experiences, every time and everywhere.
  • Architect for action. The velocity, variety and volume of consumer experience data is outstripping capabilities to derive actionable insight. Through our data platform and AI, we will help businesses orchestrate, deliver and optimise customer journeys across all channels.
See also  India GDP Growth Data Today LIVE | India, Economy, Financial year, GDP News Updates May 31

As a company, we have always been relentlessly focused in looking around the corner and driving the next big market opportunity so we can anticipate and solve customer pain points – we are looking forward to continuing to innovate in a post pandemic world and capture new opportunities.

See also  Coronavirus in India July 11 Live News: Covid-19 Vaccination Status India, Coronavirus Third Wave Live Updates, Coronavirus Facts and Figures, Covid-19 Daily Cases and Deaths Live Count, Karnataka Covid-19 Cases Bangalore LIVE

Get live Stock Prices from BSE, NSE, US Market and latest NAV, portfolio of Mutual Funds, Check out latest IPO News, Best Performing IPOs, calculate your tax by Income Tax Calculator, know market’s Top Gainers, Top Losers & Best Equity Funds. Like us on Facebook and follow us on Twitter.

Financial Express is now on Telegram. Click here to join our channel and stay updated with the latest Biz news and updates.

Source link


Why Amazon Is in Business With Judge Judy

IMDb TV is expected to be rebranded, although Amazon has given no date. (Asked if she had complained to Amazon about the awkward...

Unbundling Education: Monetizing the $90 billion E-Learning Industry

Each week at Venturescale, I analyze profitable industries, and how you can win and monetize—at the intersection of Internet platforms & consumer tech....

View: The new barometer of India’s economy fails to reflect the deprivations of poor households

India’s statistical system is in bad shape. One aspect of this is the paucity of national household surveys. The National Sample Survey’s (NSO)...

Facebook prioritized ‘angry’ emoji reaction posts in news feeds

The Facebook Papers are a set of internal documents that were provided to Congress in redacted form by Frances Haugen’s legal counsel. The...