Merkle has expanded its strategic partnership with Adobe to create industry-specific customer experience (CX) solutions by integrating Adobe Experience Cloud, Adobe Creative Cloud, and Merkle’s expertise in CX transformation, technology, and data science.
The collaborative program targets measurable business outcomes for sectors including retail, financial services, travel, and B2B by combining CX design, strategic consulting, and technology implementation.
It is hoped that clients will benefit from improved metrics such as conversion rates, customer satisfaction, revenue growth, and reduced cost to serve, supported by proprietary data assets like dentsu.identity and industry-specific knowledge.
Pete Stein, global president at Merkle, said:
“This partnership represents a new model for customer experience transformation that combines best-in-class technology with industry expertise, while strategically infusing agentic AI into our solutions. This is an important milestone as we look to continuously innovate and modernise our offering.”
The initiative will address comprehensive, industry-specific use cases involving new workflows, strategy, technology, and organizational change management in a unified offering.
Kyle Ellis, global vice president and general manager at Adobe, said:
“As AI agents rapidly reshape how marketing gets done, many organisations are still navigating how to effectively integrate them into existing workflows across data, content and customer experiences. As a Global Platinum Solutions Partner, Merkle has the consultative expertise to make the most of our joint clients’ investment in Adobe to drive real business impact across the latest agentic-powered workflows.”
The collaboration marks a long-term strategic effort to drive ongoing innovation and holistic CX transformation across multiple industries, responding to evolving business challenges and opportunities.