Case Study: Sprint achieves 90% online customer satisfaction with Adobe Experience Cloud

How Sprint Won the Race for Customer Satisfaction

Sprint, a major US carrier, built a cross-functional digital team called "The Hive" to compete with Verizon and AT&T by transforming customer experience rather than just cutting costs. Faced with complex buying journeys and high churn risks, the company re-architected its stack around Adobe Experience Cloud to enable real-time personalization, analytics-driven optimization, and faster creative execution.

Using Experience Manager, Analytics, Target, Campaign, Creative Cloud and other Adobe tools—plus innovations like the Priority Status pre-order app and an AI chat bot—Sprint created one-to-one, moment-based experiences across channels. The results: a 90% increase in online customer satisfaction, a 22% uplift in order conversion, a 16% lift in add-to-cart conversion, a 12% drop in bounce rate, and a 209% lift in new orders from a personalized mobile campaign.

Sprint

Rob Roy

Chief Digital Officer