Case Study: CIBC achieves 20–30% lower acquisition costs and 1.5x mobile conversions with Adobe Experience Cloud

CIBC banks on Adobe for a digital future

CIBC, one of Canada’s largest banks serving more than 10 million customers, faced the challenge of modernizing its digital experience amid rising privacy restrictions and the impending end of third‑party cookies. The bank needed to deliver highly personalized, relevant interactions across web, mobile and in‑branch channels, simplify content development, and build an outstanding mobile app while shifting to a consent-driven, first‑party data model.

CIBC implemented an Adobe Experience Cloud stack—Adobe Experience Manager, Audience Manager, Target and Analytics—and built a modular, data‑driven framework using first‑party IDs and real‑time propensity scoring to reuse content and target customers more precisely. The results included a 20–30% reduction in Facebook CPA, 1.5x mobile conversion rates and nearly doubled web conversions, 26–65% CPA improvements across key business lines, tens of hours saved per day in content work, 100,000 fewer call‑center calls, 850,000 online financial assistance filings, and a #1 J.D. Power ranking for mobile banking in 2020.

CIBC

Peter Papageorgiou

Senior Manager, Audiences