In-person on-demand session

Breaking Down Silos to Deliver an End-to-End Customer Experience - S734

Closed captions in English can be accessed in the video player.

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  • Michael Colombo

    Michael Colombo

    Chief Marketing Services Officer, WillowTree, a TELUS International Company

  • Kevin T. McAuliffe

    Kevin T. McAuliffe

    Chief Technology and Digital Innovation Officer, Brightline Trains LLC


Delivering impactful customer experiences is complex, especially because today’s customers have growing expectations for personalization. When your organization, data, and content are spread across silos, it only propagates that complexity. Worse yet, it fogs customer insights, degrades experiences, and leaves profit on the table. Kevin McAuliffe of Brightline Trains and Mike Colombo of WillowTree explore practical applications and use cases that showcase how Brightline Trains transformed its customer experience and implemented Adobe Real-Time CDP in 12 weeks.

Learn about:

  • Strategies to connect, standardize, and sequence data to drive better insights throughout the customer journey
  • Tactics to deliver real-time personalization of messaging and offers to drive acquisition, retention, and upgrades
  • Guidance on using integrated experience and content fragments to author once and publish across channels

Track: Analytics , Content Management, Customer Data Management and Acquisition, Content Supply Chain, Personalized Insights and Engagement

Presentation Style: Case/use study

Audience Type: Campaign manager, Digital marketer, Marketing executive, Audience strategist, Operations professional, Marketing practitioner, Marketing operations , Business decision maker, Content manager, Email manager, Marketing technologist, Omnichannel architect

Technical Level: General audience

Industry Focus: Travel, hospitality, and dining

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