Case Study: Nedbank achieves 80% form completion and unified cross-channel banking with Adobe Experience Cloud

South African Bank becomes a luminary by delivering experiences, content, and forms that matter most

Nedbank, a leading South African bank, faced the challenge of unifying a brand built from many legacy groups while rapidly moving customers to online and mobile channels. Inconsistent experiences across product lines, a maze of over 224 duplicated forms, and limited cross-channel customer insights made it hard to deliver a cohesive, mobile-first banking experience and to identify opportunities for cross-selling.

Using Adobe Experience Cloud—including Adobe Experience Manager, Analytics, and Target—Nedbank centralized content and assets, streamlined and mobile-optimized forms, and used data to drive design and product placement. The result: consistent, connected cross-channel experiences, reduced form templates from 224 to 38 with completion rates rising from 33% to 80%, improved mobile site and forms, and measurable uplifts in applications and personalization-driven cross-selling.

Nedbank

Lizelle Vaughan

Program Director for Digital Experience Management