Case Study: CIBC bank achieves doubled conversions and 20–65% lower CPA with Adobe Target

CIBC banks on Adobe for a digital future

CIBC, a major Canadian bank serving more than 10 million customers, needed to deliver highly personalized, privacy-safe digital experiences while preparing for a cookie‑free future. To meet goals like reducing reliance on third‑party cookies, reusing content more flexibly, simplifying content management and improving mobile app experiences, CIBC adopted an Adobe technology framework that includes Adobe Target alongside Adobe Experience Manager, Adobe Audience Manager and Adobe Analytics.

By using Adobe Target to enable real‑time propensity scoring and dynamic content recombination across web and mobile, CIBC cut Facebook cost per acquisition (CPA) by 20–30%, achieved 25–65% CPA gains across three primary lines of business, and saw mobile conversion rates rise ~1× while web page conversions nearly doubled (with some site conversions exceeding 1.5×). The Adobe Target–driven approach also saved teams tens of hours per day, reduced call‑center volume by about 100,000 calls, enabled 850,000 customers to complete assistance applications online, and supported CIBC’s #1 J.D. Power mobile‑banking app ranking in 2020.

CIBC

Peter Papageorgiou

Senior Manager, Audiences