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Calling all customers: T-Mobile delivers on experiences

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The results

  • Delivered truly targeted banners that increased conversion from 9% to 34%.
  • Reduced page load times by 80%, leading to increased views and adoption.
  • Boosted phone click-through rates by up to 16% and average order values by up to 56%.
  • Increased the number of customers updating their own accounts by 23%.
  • Watched mobile web traffic grown to 65% of all traffic due to mobile-friendlier designs.

The story

T-Mobile is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience, and undisputable drive for disruption that creates competition and innovation in wireless and beyond.

To best advocate for customers, the team needed fast, reliable audience data to discover audiences’ needs and understand how they interacted with digital properties across segments. With new analytics and targeting in place, this effort quickly evolved into a broader cultural shift that wove robust reporting and data-driven strategies into the fabric of T-Mobile.

The company took a disciplined approach to analyzing, testing, and optimizing — and soon transformed its customer experience from top to bottom.

the solutions

Adobe Analytics
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Adobe Experience Manager
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Adobe Audience Manager
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Adobe Marketo Engage
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Adobe Campaign
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Adobe Target
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Adobe Creative Cloud
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