Merkle will accelerate value for customers by addressing end-to-end, industry-specific use cases across ways of working, strategy, technology, and organisational change management in a single offering.
Merkle has launched its strategic transformation partnership with Adobe, collaborating to develop industry-specific customer experience (CX) solutions that combine Adobe Experience Cloud and Adobe Creative Cloud applications with Merkle’s CX transformation, technology, and advanced data science capabilities.
Experience Concierge for Retail is the first solution to be launched, focused on transforming retail shopping from static browsing to intelligent, conversational agents with immersive agent mode experiences.
This programme of collaborative and commercial work focuses on delivering measurable business results for clients in industries such as retail, financial services, travel and B2B.
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By integrating customer experience design, strategic consulting, and technology implementation, Merkle and Adobe aim to improve key client business metrics, such as conversion rates, customer satisfaction, revenue growth and cost to serve. In addition, organisations will have access to proprietary data assets, including dentsu.identity (formerly Merkury identity resolution), as well as industry-specific expertise.
“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”, said Pete Stein, Global President, Merkle. “This is an important milestone as we look to continuously innovate and modernise our offering.”
Merkle aims to accelerate value for customers by addressing end-to-end, industry-specific use cases across ways of working, strategy, technology, and organisational change management in a single offering.
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Following the launch of Merkle’s Experience Concierge for Retail, additional solutions are in development and are expected to become generally available later in Q2, with impact expected in 2026.
“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,” said Kyle Ellis, Global Vice President and General Manager at Adobe.
“As a Global Platinum Solutions Partner, Merkle has the consultative expertise to make the most of our clients’ investment in Adobe to drive real business impact across the latest agentic-powered workflows.”
The launch of these offerings marks the next wave of a long-term strategic initiative between Merkle and Adobe. This specific collaboration establishes a framework for continued innovation and solution development across multiple industries.
It is indicative of the trend toward holistic CX transformation, capitalising on business opportunities and challenges that will have a huge impact on clients.
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