Case Study: Comcast Business achieves 44% conversion lift and reduced call-center volume with Adobe Marketing Cloud

Comcast, reaching customers across channels

Comcast, a leading provider of Internet, phone, and cable TV services, faced the challenge of improving customer self-service, reducing pressure on its call center, and gaining a comprehensive view of customer interactions across channels to drive conversions and revenue.

By deploying Adobe Marketing Cloud—primarily Adobe Analytics and Adobe Target—Comcast gained cross‑channel insights, ran rapid A/B tests, and optimized messaging and promotions. The changes cut call volumes and unnecessary technician visits (via a clearer billing confirmation), delivered a 44% lift in conversions and an 18% increase in preference for premium packages, and shifted analytics from a cost center to a measurable revenue driver.

Comcast Business

Ashish Braganza

Manager of Digital Analytics and Optimization, Comcast