Case Study: Swisscom achieves faster personalization and higher test returns with Adobe Target and Adobe Sensei

Swisscom improves speed and returns on tests through machine learning and Adobe Sensei

Swisscom, Switzerland’s leading telecom provider with millions of mobile, TV, and broadband customers, needed to maintain its market lead by delivering highly personalized, multilingual digital experiences while reducing the time and labor spent optimizing those experiences. The challenge was to efficiently understand customer behavior at scale, test and roll out winning experiences quickly, and uncover cross-sell opportunities across a complex, multilingual web estate.

Swisscom replatformed its sites on Adobe Experience Manager and used Adobe Analytics, Adobe Target, and Adobe Sensei to automate testing and personalization. AI-powered features—Auto-Allocate, Personalized Recommendations, and Auto-Target—accelerated tests, automated recommendations and audience segmentation, and surfaced upsell opportunities. The result: higher returns on tests, dramatically reduced labor for personalization, seamless Adobe workflows, up to ~500% uplift in device-focused experiences and as much as 40% improvement from Auto-Target.

Swisscom

Nicolas Mériel

Senior Digital Strategist