Hitesh Agarwal

Leading a cross-functional team of Adobe Experience Platform (AEP) professionals, driving the end-to-end strategy, implementation, and business roadmap for enterprise-level digital transformation initiatives. Focused on delivering business value through effective use of AEP's capabilities, including customer data platforms (CDP), journey orchestration, real-time personalization, and analytics. Led efforts in data schema creation, profile unification, and ID resolution for integrating online and offline customer data, enabling a single customer view and driving enhanced business insights and personalized marketing.

• Developed Use Case Strategy & Business Roadmap: Defined and implemented a comprehensive use case strategy, focusing on high-impact business objectives such as improving customer experience, increasing lead conversions, and optimizing marketing spend. Created and managed a business roadmap that prioritized initiatives, integrated AEP’s capabilities with existing systems, and ensured alignment with overarching business goals
• Profile Unification & ID Resolution: Spearheaded the creation of a unified customer profile by consolidating online and offline data sources (CRM, transactional data, web analytics, etc.) into a single customer view. Led the design and implementation of ID resolution processes using AEP’s Identity Service, integrating first-party and third-party data for a comprehensive, accurate profile across channels.
• Data Schema Creation & Integration: Directed the creation and implementation of data schemas in AEP to structure and integrate disparate customer data sources, ensuring data integrity and consistency across the organization.
• Business Value Delivery & ROI Measurement: Focused on delivering tangible business value by ensuring that AEP’s solutions drove key outcomes, including increased customer engagement, improved conversion rates, and better-targeted marketing campaigns. Used Adobe Analytics to monitor customer behavior and campaign performance, and Adobe Target to deliver dynamic, personalized content across channels
• Stakeholder Communication & Reporting: Delivered regular updates to C-suite executives and senior stakeholders, presenting key performance metrics, insights from AEP data, and the business impact of implemented use cases
• Successfully implemented a unified customer profile strategy that integrated online and offline data sources, resulting in a 30% increase in personalization effectiveness and a 25% improvement in customer satisfaction
• Delivered 20% growth in marketing ROI by optimizing cross-channel campaigns through enhanced customer insights and segmentation powered by Adobe RTCDP Customer Data Platform (CDP).

• Leading a team of 10 professionals as the Customer Experience Management (CXM) lead, overseeing accounts in the Telco and Travel sectors
• Devising a comprehensive roadmap and execution strategy to unify relationship data across the entire customer lifecycle, ensuring a seamless customer experience
• Formulating a robust personalization calendar, leveraging AI models within the Adobe RTCDP, to deliver real-time impacts on customer experience, with a focus on measurement and evaluation
• Identifying critical funnel drop-off points to implement personalized interventions, enhancing online conversions
• Integrating Adobe Campaign and Target with RTCDP to achieve data unification and create customer segments for targeted nudges and recommendation frameworks
• Front-leading training sessions for client-side leadership and workforce

• Acted as a valuable resource at Adobe, overseeing client management across diverse sectors including E-commerce, Banks, and Media publishing
• Contributed to the strategic planning of the clients' digital transformation journey, with a strong emphasis on prioritizing personalization
• Successfully implemented personalization strategies to drive growth marketing initiatives and optimize sales funnels
• Developed creative ideas and strategic approaches to deliver targeted nudges to specific customer segments based on demographic, transactional, and digital behavior metrics across various product categories
• Utilized Adobe Target to provide recommendations aimed at increasing average order value and driving repeat purchases on web and mobile applications

• Championed the digital technologies stack to enhance the web presence of a major network services provider company
• Integrated multiple data sources and established a resilient backend infrastructure using Adobe Audience Manager (AAM) to enable personalized experiences and recommendations for the client
• Conducted a User Experience Optimization workshop, devising and delivering solutions to maximize return on investment (ROI) for the existing marketing expenditures