Accenture Intelligent Personalisation Platform (AIPP)

Customer Experience with a Conscience

Personalisation for sales and service is a core capability that customer focused organisations aspire to achieve but struggle to attain. True personalisation utilises touchpoints and interactions across channels along with behavioural insights and life stage events and triggers to deliver quality customer interaction.

  • This investment proposes the development of a full function personalisation platform by integrating two leading edge application vendors (Adobe and Pega).
  • The proposed solution also incorporating business engagement delivery including operating model, change management and ongoing support.
  • Numerous clients globally and in Australia have identified Pega as the market leading decisioning engine and Adobe’s digital and campaign capability as core components for their personalisation platform.
  • There is a significant opportunity to be a leader in the market in successfully delivering these platforms both locally and globally.


  • There is pressure to be customer centric for sales, compliance and marketing but organisations are quite disjointed across their functions.
  • Clients understand the value of decisioning across channels but do not know how to start building out the capability.
  • There is a fear of investment in large scale technical solutions with limited in house skills and experience.


  • Implementation of integrated technical environment delivering real time, cross channel decisioning.
  • Data integration services and analytical machine learning.
  • Organisational change.
  • Vendor license sales across both platforms.
  • Ongoing platform support and maintenance services.
  • Campaign measurement and attribution to support the platform.


  • Clients who’s business model focuses on ongoing customer engagement.
  • Clients that have retention, cross sell and compliance issues
  • This also has applicability in government where decisioning is part of the service to be delivered