Customer journey optimisations
TAP CXM developed 10 always-on journey-led omnichannel campaigns and 13 complex campaign delivery workflows to engage customers throughout the lifecycle.
These optimisations are far from straightforward. They involve briefings with managers and executives, complex design considerations and custom development.
Specsavers run 80+ engagement campaigns reaching 30M+ EU customers. Understanding, reviewing and optimising that much mission-critical data requires industry-leading technical knowledge and cross-sector experience.
Adobe Campaign consulting and expertise
As an experienced Adobe Campaign consultant, Harry’s experience spans industries and implementation styles. Specsavers’ analytics team, CRM managers and executives regularly seek his advice on:
- Best practices in Adobe Campaign, email and SMS marketing
- Designing new Adobe Campaign solutions and engagement programs
- Sharing data between systems like PowerBI and Databricks
- Adobe Campaign bug fixes
- Training and specific skill development
This collaboration takes place in daily stand-ups and regular discussions as part of our Adobe Campaign support agreement.
Time-saving platform and processing improvements
As often happens with Adobe Campaign development projects, the process uncovers opportunities to streamline back-end performance.
With 25M+ database contacts, lagging processes were causing frustrating delays. For example, a sub-workflow email verification process chewed up 15 minutes of processing time. Harry reduced that to 7 seconds.
TAP CXM is focused on building capability in the campaign development team. As we strengthen our relationship with Specsavers, we also consult on new and planned activities.
Adobe Campaign training
Specsavers’ campaign development team is pretty capable when it comes to Adobe Campaign management. Still, they’re a small team with a big workload.
Harry channelled his experience developing TAP Academy’s Adobe Campaign certification courses into focused training programs for the Specsavers colleagues.