Case Study: Dell achieves 10x analytics adoption and improved customer experiences with Adobe Analytics

Top tech company unlocks employees’ potential for making a measureable impact on customer experiences

Dell needed a single, approachable platform to centralize digital analytics, optimization, and experience management across consumer and B2B channels while driving company-wide adoption of data-driven strategies. To solve that challenge the company turned to Adobe Analytics as part of Adobe Marketing Cloud (including Adobe Target and Adobe Experience Manager) to make analytics and testing accessible to both technical and nontechnical employees.

Using Adobe Analytics within Adobe Marketing Cloud and integrating it with existing data-collection and survey tools, Dell unified data from ~1 billion annual visits and empowered 1,000+ employees to act on insights. The implementation produced measurable results: a tenfold increase in analytics adoption, double-digit conversion gains from rich media, a 15% lift from a mobile filter-test change, a 13% rise in online customer satisfaction from optimized chat offers, faster testing cycles, and more personalized B2B experiences.

Dell

Vab Dwivedi

Director of Digital Customer Experiences, Dell