Transforming Telecom Self-Service with Adobe Experience Manager

Enabling a seamless, intuitive telecom self-service experience

A market leader in customer experience (CX) software for communications services needed to modernize its client’s self-service portal to meet rising consumer expectations. The existing platform lacked personalization, seamless content engagement, and scalable infrastructure, impacting customer satisfaction and operational efficiency.

GlobalLogic implemented Adobe Experience Manager (AEM) as the core digital experience platform, delivering a secure, intuitive self-service portal that enables telecom customers to engage effortlessly across devices. This transformation streamlined content distribution, analytics, and customer interactions, providing an industry-leading digital experience.

Challenge

The client faced multiple challenges in delivering a world-class self-service experience:

• First-ever AEM implementation – The client and telecom carrier required a seamless transition to a new content management system.
• High customer expectations – Consumers expected a fast, engaging, and frictionless self-service experience.
• Lack of a unified platform – Content creation, management, and analytics were scattered across disconnected systems.
• Scalability concerns – The portal needed to support increasing customer interactions while ensuring secure content delivery.

The client needed an end-to-end AEM implementation that would improve customer engagement, content accessibility, and operational efficiency.

Value Created

GlobalLogic transformed the telecom carrier’s self-service portal by implementing Adobe Experience Manager (AEM) as the core digital experience platform. The team designed a responsive, intuitive portal that allows users to access content seamlessly across devices. Customers can now engage with self-service options effortlessly, reducing friction and improving satisfaction.

To streamline operations, GlobalLogic integrated AEM’s content management system, enabling efficient content creation, publishing, and approval workflows. The new system gives the carrier full control over content distribution while leveraging analytics to track engagement and optimize user interactions.

GlobalLogic also built a scalable, secure infrastructure to support growing customer demand. The platform ensures high availability, fast content delivery, and a seamless experience for users. With a foundation built for scalability, the carrier can now expand services and enhance customer engagement while maintaining a frictionless digital experience.

Impact

GlobalLogic’s AEM-powered solution delivered measurable results:

• Enhanced customer experience – Telecom subscribers now enjoy an intuitive, frictionless self-service portal.
• Optimized content management – The carrier gained centralized control over content creation, publishing, and analytics.
• Scalability and flexibility – The platform supports future growth, enabling the carrier to expand its service offerings.
• Reduced customer service costs – Improved self-service capabilities lowered reliance on call centers, reducing operational expenses.

With Adobe Experience Manager as the foundation, the telecom carrier delivers a premium digital experience, ensuring seamless customer interactions and long-term scalability.

GlobalLogic’s AEM-powered telecom self-service portal enhances customer engagement, streamlines content management, and supports scalable digital transformation.