Case Study: Royal Bank of Scotland achieves 20% lift in mobile loan completions and faster time-to-market with Adobe Experience Manager

Royal Bank of Scotland - Customer Case Study

Royal Bank of Scotland, a 300‑year‑old multinational bank, faced fragmented content systems, data silos, slow time-to-market and low mobile conversion while trying to rebuild customer trust and deliver seamless, personalized cross‑channel experiences. To tackle these challenges the bank adopted Adobe Experience Manager as part of Adobe Marketing Cloud (with Adobe Analytics and Adobe Target) to centralize content, enable data‑driven decision making, and support real‑time personalization.

Using Adobe Experience Manager, RBS retired about 40 content‑management solutions into a single platform, cut website update times by 42%, and reduced time‑to‑market for new experiences from months to roughly two weeks. The implementation delivered more than 110 real‑time dashboards, sped legal reviews from weeks to days or hours, and—after streamlining the mobile journey—lifted mobile loan application completion by 20%, improving conversion, agility, and cross‑channel relevance.

Royal Bank of Scotland

Giles Richardson

Head of Analytics