Enterprises today juggle competing priorities: cutting costs while modernizing digital experiences. Customers demand seamless journeys. Employees seek tools that empower their roles. Yet many organizations still rely on legacy systems. These systems choke agility, frustrate customers, and leave employees stuck in manual workflows. Sound familiar? It’s the reality facing CX and EX leaders everywhere.
Imagine a retailer struggling with siloed data across e-commerce, in-store, and loyalty channels. The customer service team toggles five dashboards to resolve a single issue. Meanwhile, back-office staff wrestle with spreadsheets and manual approvals. This scenario leads to long wait times, inconsistent responses, and burned-out employees. It also drives steep churn rates and rising support costs.
This is the backdrop for Sonata Software and adesso’s new global alliance. Both firms blend deep engineering expertise with AI-driven modernization. Together, they aim to reshape how enterprises engage customers and empower employees. This article explores the alliance’s real-world impact, expert insights on its strategic pillars, and actionable guidance for CX and EX professionals.
From Legacy Headaches to Unified Customer Journeys
Many companies wrestle with fragmented legacy systems built over decades. These monolithic architectures slow transformations and hamper visibility into customer interactions. CX leaders face three core challenges:
- Data silos that block omnichannel views.
- Slow change cycles due to rigid infrastructure.
- Inconsistent user experiences across touchpoints.
The Sonata–adesso alliance tackles these hurdles head-on. They marry AI-powered analytics with agile delivery frameworks. This approach unifies data and automates processes, delivering:
- Real-time customer insights.
- Predictive service recommendations.
- Streamlined case resolution.
One global financial services client modernized its customer portal in six weeks, down from four months. They harnessed AI to anticipate support needs. Early feedback shows a 20% drop in call center volume and a 15% boost in customer satisfaction scores. At the same time, employees gained intuitive dashboards that flag high-priority issues automatically.
Powering Business Outcomes with AI-Driven Optimization
Modern CX demands more than reactive support. It requires anticipatory service and continuous improvement. AI and advanced analytics unlock these capabilities by:
- Detecting customer sentiment shifts through text and voice analysis.
- Predicting churn risk via behavioral patterns.
- Recommending next-best actions for agents and self-service channels.
Sonata Software’s Modernisation Engineering practice brings a data-first lens to every engagement. Their platformation.AI framework ingests disparate sources—from CRM logs to IoT device feeds. adesso complements this with local expertise in European markets and deep industry know-how.
In practice, this means:
- Mining loyalty data to personalize marketing offers.
- Using conversational AI bots to deflect tier-one tickets.
- Automating routine workflows such as identity verification and returns processing.
A leading telecom provider adopted these solutions to streamline network outage responses. By correlating network telemetry with social media sentiment, they achieved a 40% faster resolution time. Customer complaints on public forums fell sharply, and support agents reported 30% less context switching.
Scaling Delivery Through Agile and Global Footprints
Speed matters in digital transformation. Enterprises need flexible delivery that spans geographies without sacrificing quality. The alliance’s scalable framework provides:
- Shared global delivery centers in Europe, North America, and Asia.
- Agile squads co-located with local business units.
- DevOps pipelines that push updates weekly, not quarterly.
This model empowers CX teams to iterate rapidly. They can test new features, measure impact, and roll back without manual interventions. It also fosters collaboration between IT, customer support, and operations. Breaking down siloes accelerates experimentation and innovation.
Consider a fast-growing retail chain expanding into five new countries. They leveraged the alliance to deploy a unified commerce platform. Local squads in Germany, India, and the U.S. tweaked pricing algorithms and localized content. Meanwhile, a central DevOps hub automated releases across environments. The result: consistent shopping experiences worldwide and a 25% uplift in cross-border sales.
Fortifying Trust with Governance and Compliance
In regulated industries, CX and EX initiatives hinge on trust and compliance. Missteps cost millions in fines and reputational damage. Sonata and adesso embed robust governance into every solution:
- Data privacy by design, aligned with GDPR and CCPA.
- Automated audit trails for customer interactions.
- Role-based access controls across platforms.
- Risk scoring to flag high-sensitivity transactions.
One European insurer integrated policy administration, claims processing, and customer portals into a single ecosystem. All data flows automatically encrypted and logged. Regulatory auditors praised the transparent audit framework. The insurer reported a 50% reduction in manual compliance overhead.
Driving Employee Experience with Intelligent Automation
Employee experience underpins CX success. Disengaged staff deliver subpar service. The partnership extends its AI-powered approach to EX through:
- Virtual assistants that guide agents through knowledge bases.
- Automated ticket routing based on skill and workload.
- Sentiment analysis on internal chat channels to spot burnout.
A global bank implemented an AI-driven workforce management solution. It dynamically adjusted shift assignments and training schedules. Agents saw a 35% increase in on-time responses and reported higher job satisfaction. Internal surveys showed a 20% lift in Net Promoter Score for employee engagement.
Expert Perspectives: Leadership Voices
Nicole Dezen, Microsoft CVP:
“As enterprises embrace cloud and AI, the Sonata–adesso alliance emerges as a catalyst for innovation. Their combined Microsoft Business Applications prowess accelerates modernization and measurable outcomes.”
Samir Dhir, CEO of Sonata Software:
“Our partnership underscores our commitment to scale modernization. By blending EU expertise with global delivery, we unlock efficiencies and deliver exceptional value to customers.”
Mark Lohweber, CEO of adesso SE:
“Digital transformation demands more than tech. It needs consulting depth and implementation excellence. Together with Sonata, we help clients move from pilots to real impact.”
These leadership voices highlight the alliance’s unique stance: technology excellence married with domain consulting. This blend ensures that AI, cloud, and platform investments translate into tangible CX and EX improvements.
Expanding Global Reach: Market Penetration Strategies
The new alliance spans key markets:
- Europe: Leveraging adesso’s German-speaking footprint.
- North America: Tapping Sonata’s established delivery centers.
- Asia: Utilizing Bangalore’s deep talent pool.
- Middle East and India: High-growth corridors adopting cloud-native platforms.
By aligning sales and delivery teams across regions, enterprises gain access to best practices and reusable accelerators. This cohesive network also fosters knowledge sharing. Local market nuances inform global solution patterns, creating a virtuous cycle of continuous improvement.
Actionable Recommendations for CX and EX Leaders
- Audit Your Legacy Stack: Map existing customer and employee touchpoints. Identify high-value modernization targets with clear ROI.
- Adopt AI Responsibly: Start with small, measurable pilots in areas like chatbot automation or sentiment scoring. Scale successful experiments across channels.
- Implement Agile Pods: Form cross-functional teams that pair IT engineers with CX and HR subject-matter experts. Empower them to own outcomes end-to-end.
- Embed Compliance Early: Integrate governance controls in design, not as afterthoughts. Use automated logging and role-based access to safeguard data.
- Measure Business Impact: Track service level improvements, resolution time, and employee satisfaction. Tie these metrics to revenue and cost-savings goals.
- Leverage Strategic Alliances: Partner with firms that offer deep domain expertise and global delivery scale. Seek alliances that align with your core platforms, such as Microsoft Cloud.
Key Takeaways
The Sonata Software and adesso alliance brings a powerful, AI-driven modernization engine to CX and EX landscapes. By unifying data, automating workflows, and scaling delivery with governance baked in, enterprises can:
- Deliver personalized and predictive customer experiences.
- Empower employees with intelligent automation and clear compliance frameworks.
- Accelerate time to value with agile, globally distributed teams.
- Expand market reach by leveraging complementary regional strengths.
CX and EX leaders should seize this moment. Assess legacy pain points, pilot AI-powered solutions responsibly, and forge strategic partnerships. The result will be stronger customer loyalty, higher employee engagement, and sustainable business growth.
In a world where customer expectations evolve daily, organizations that modernize with purpose will lead the pack. The Sonata–adesso alliance offers a blueprint for change. Now is the time to act.
