Case Study: TSB Bank achieves real-time omnichannel personalization and major sales growth with Adobe Target

TSB banks on real-time data personalization for every customer

TSB Bank turned to Adobe Target and Adobe Experience Platform (including Adobe Real‑Time Customer Data Platform, Customer Journey Analytics and Journey Optimizer) to address fragmented, siloed customer data and inconsistent online vs in‑branch experiences. With more customers banking digitally, TSB needed a centralized, real‑time 360° customer view to replace batch segmentation with personalized, timely interactions and to remove friction across channels.

Using Adobe Target alongside Adobe’s real‑time CDP and journey tools, TSB onboarded 75 million profiles and moved to in‑the‑moment personalization and orchestration. The Adobe Target‑enabled solution delivered strong results: a 200% jump in sales within nine weeks, a 400% boost in loan applications after one year, roughly £1m in marketing cost savings, 92% of customers inspired to use digital self‑service, plus rapid digital form rollouts (23 forms in three weeks; 140,000 processed), while improving data governance for a cookieless future.

TSB Bank

Suresh Viswanathan

Chief Operating Officer