Case Study: Nedbank achieves 142% higher form completion with Adobe Analytics

South African bank becomes a luminary by delivering experiences, content, and forms that matter most

Nedbank, one of South Africa’s largest banks, faced fragmented digital experiences across multiple business units, dozens of overlapping forms, and inconsistent mobile and online journeys that hurt conversions. To get a unified, data-driven view of customer behavior and device use, Nedbank adopted Adobe Analytics (as part of Adobe Marketing Cloud) to diagnose pain points and guide a centralization effort.

Using Adobe Analytics together with Adobe Experience Manager and Adobe Target, Nedbank centralized assets and templates, simplified and auto-populated forms, and reordered content based on customer interest. The Adobe Analytics–driven implementation cut form templates from 224 to 38, reduced processes from seven steps to four, improved mobile experiences, and lifted form completion from 33% to 80% (a 142% increase), while delivering more consistent cross-channel experiences.

Nedbank

Lizelle Vaughan

Program Director for Digital Experience Management