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Our audience expects a personalised experience in every interaction
Understand how leading brands do it
See how our customers are building great experiences and succeeding with Adobe
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Financial services
HESTA guides members into a more secure retirement with valuable, personalised information and services
OBJECTIVES
• Better prepare members for retirement by delivering valuable guidance
• Gain a deeper understanding of members’ needs to provide personalized experiences
• Keep new members with HESTA by encouraging them to take small steps towards a better financial future
RESULTS
Empowering better financial futures and building customer loyalty
• Attained industry-leading member satisfaction rate of 7.45 out of 10
• Members 1.6x more likely to take positive action with triggered next-best steps
• Increased new member retention rate by 40% with a personalised welcome journey
• Achieved an average email open rate of up to 50%
retail
Lafayette 148 New York quickly shifted its business model to meet customer needs during the COVID-19 pandemic.
OBJECTIVES
• Quickly pivot to address rapidly changing customer needs during the COVID-19 pandemic
• Focus on a direct-to-consumer selling model when in-person shopping was not an option
RESULTS
Pivoting to meet customer needs in the new retail reality.
• Worked with its team to design, manufacture and distribute thousands of medical gowns to needy hospitals in New York City.
• Rapidly shifted the business model from wholesale to retail
• Utilised customer data to offer clients
Travel
Virgin Atlantic makes travel experiences more personal
OBJECTIVES
• Integrate and automate customer data within product capabilities • Break silos among specialised teams
• Enable consistent end-to-end customer experiences
• Increase personalisation across multiple touchpoints
RESULTS
Personalised experiences help Virgin Atlantic become the most-loved travel company
• Delivers personalised campaigns at various stages in the customer travel journey
• Increase in asset testing and utilisation of test performance data
• 70% increase in marketing channel visibility
• Achieved 50% of acquisition target in first fully integrated campaign
• Builds brand loyalty among Flying Club members
TOOLS & RESOURCES FOR Journey Optimisation
Read how Adobe was named a Leader in completeness of vision and ability to execute in the May 2020 Magic Quadrant for Personalisation Engines.
Gartner has also named the best multi-channel marketing hubs in May 2021
Read how Adobe was named a Magic Quadrant Leader in multichannel marketing hubs.
Adobe named a Leader in experience optimization.
Read The Forrester Wave™: Experience Optimization Platforms, Q4 2020 report to see how we did across 22 criteria and why we emerged a Leader.
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