Case Study: Santander achieves greater agility and customer-focused digital transformation with Adobe

Agility may be the pandemic’s greatest legacy

Santander, a major bank in Brazil, faced the pandemic’s disruption to the financial industry’s usual predictability and had to make faster decisions while keeping customer experience at the center. In this environment, Santander also looked at how to keep its digital and physical channels working together, with support from Adobe-related marketing and customer-experience thinking mentioned in the case.

Santander used agility to launch new initiatives quickly, including a community reinvention project for newsstands and a special life insurance product for physicians and health professionals. With Adobe’s approach to customer experience and data-driven decision-making, Santander was able to move projects from concept to launch in just 15 days and sell 10,000 insurance policies at launch, showing measurable impact from faster execution and more responsive marketing.

Santander