Case Study: Dell achieves 10x adoption and more personalized, mobile-first customer experiences with Adobe Experience Manager

Top tech company unlocks Employees’ potential for making a measureable impact on Customer experiences

Dell needed a single, approachable platform to centralize analytics, optimization, and experience management across its global sites and diverse customer segments. To unlock employee and data-driven potential, Dell adopted Adobe Experience Manager as part of Adobe Marketing Cloud (including Adobe Analytics and Adobe Target) to make rich, measurable digital experiences accessible to both technical and non-technical teams.

Using Adobe Experience Manager integrated with Adobe Analytics, Adobe Target, and Dell’s existing data sources, the vendor delivered dynamic media, data workbench capabilities, and rapid testing workflows that personalized journeys across devices. The results included a 10x increase in analytics adoption (with over 1,000 employees using Adobe Analytics daily), tracking ~1 billion annual visits across 170 countries and 28 languages, double-digit conversion lifts from richer media, a 15% conversion boost from mobile filter redesign, and a 13% increase in online customer satisfaction from optimized chat offers.

Dell

Vab Dwivedi

Director of Digital Customer Experiences, Dell