Home Depot enhance omnichannel experience

by | Jun 22, 2022

The Home Depot recently deployed Adobe’s customer data platform to not only gain a deeper insight into the journey of its customers, but also enhance its omnichannel experience.

The data platform is part of Adobe’s Experience platform, according to a recent Retail Customer Experience report, which found that the technology allows The Home Depot to deliver personalised campaigns within just 24 hours. Delivering a personalised campaign in the past often took up to 10 days.

The Adobe partnership is expected to provide comprehensive insights into the customer journey. These insights will also allow The Home Depot to optimise its customer’s experiences across channels while refining marketing investments, according to the report. The developments mark the next phase of a partnership that began with implementing digital tools, including web analytics and A/B testing as well as creative cloud applications to design and deliver new online services and experiences.

Vice President of integrated media at The Home Depot, Melanie Babcock said The Home Depot had already made early investments to provide omnichannel shopping experiences, and the new digital and physical assets would continue to guide strategic priorities.

“Our expanded partnership with Adobe will enable us to enhance the customer experience even further, driving personalisation at scale and further optimising The Home Depot experience across online and in-store,” Ms Babcock said.

Adobe Experience Cloud Senior Vice President Anjul Bhambhri said that making the digital economy personal is the priority for leading enterprise businesses worldwide and a relentless focus on personalised customer experience has long been the guiding light for The Home Depot.”

“With Adobe Experience Platform, The Home Depot can align teams around a single view of the customer, with strict governance and activation capabilities that will make experiences even more connected and relevant,” Ms Bhambhri concluded.