Case Study: TSB Bank achieves 400% boost in loan applications and real-time omnichannel personalization with Adobe Experience Platform

TSB banks on real-time data personalization for every customer

TSB Bank, a UK retail bank serving millions of customers, faced fragmented data and inconsistent online and in-branch experiences as more customers went digital. With a major digital investment and a goal to remove friction, unify channels, and deliver timely, relevant content, the bank needed a single, real‑time view of each customer.

TSB implemented Adobe Experience Platform—including Real‑Time Customer Data Platform, Customer Journey Analytics and Journey Optimizer—to centralize 7.5 million profiles and enable real‑time personalization across touchpoints. The results included a 400% rise in loan applications within a year, a 200% sales uplift nine weeks after launching personalized experiences, 92% of customers inspired to use digital self‑service, about £1M in marketing savings, and rapid rollout of digital forms (23 forms in three weeks; 140,000 processed).

TSB Bank

Mike Gamble

Director of Analysis and Design