Case Study: Sprint achieves 90%+ online customer satisfaction and stronger conversion rates with Adobe Target

How Sprint Won the Race for Customer Satisfaction

Sprint, the US telecom giant, needed to win a customer-experience battle against Verizon and AT&T by digitally transforming how customers research and buy devices and plans. Rob Roy’s “Hive” re-architected the Adobe stack — using Adobe Experience Manager, Adobe Analytics, Adobe Campaign and Adobe Target — to create a seamless, personalized cross-channel experience and speed up creative and product delivery.

By using Adobe Target to capture behavioral data, run tests and activate real-time personalization (tied to Analytics and Experience Manager), Sprint removed friction across journeys and tailored offers by customer segment. The results were measurable: a 22% increase in order conversion rate, a 16% lift in add‑to‑cart conversions, a 90% increase in online customer satisfaction, a 29% boost for an equipment-protection test, a 20% lift in new mobile orders, a 12% drop in bounce rate, and rapid product-launch signups—all enabled by Adobe Target.

Sprint

Rob Roy

Chief Digital Officer