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Merkle today announced the evolution of 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 new programme of collaborative and commercial innovation focuses on delivering measurable business results for clients in industries such as retail, financial services, travel and B2B. 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, organizations will have access to proprietary data assets – including dentsu.identity (formerly Merkury identity resolution) and 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 modernize our offering.”
Merkle will accelerate value for customers by addressing end-to-end, industry-specific use cases across new ways of working, strategy, technology, and organizational change management in a unified offering. Following the launch of the first solution, Merkle’s Experience Concierge for Retail, additional solutions are in development and are expected to become generally available later in Q2, delivering measurable impact in 2026.
"As AI agents rapidly reshape how marketing gets done, many organizations 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 joint clients’ investment in Adobe to drive real business impact across the latest agentic-powered workflows.”
The launch of these offerings represents the next wave of an ongoing long-term strategic initiative between Merkle and Adobe. This specific collaboration establishes a framework for continued innovation and solution development across multiple industries and is indicative of the trend toward holistic CX transformation capitalizing on business opportunities and challenges that will have a huge impact on clients.
About Merkle
Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.
