Case Study: Adobe achieves smoother, high-converting discount-season experiences with Retently

Adobe boosts CX with Retently’s 2-week rapid learning loop

Adobe faced the challenge of maintaining a premium customer experience and protecting margins during high-volume discount seasons, where operational slip-ups like site slowdowns, stock-outs, and shipping delays could drive bargain-hunters to competitors. They turned to Retently, a customer experience platform, to help measure and understand post-purchase feedback to quickly identify and fix pain points.

Retently implemented a strategy focused on pre-sale readiness, pricing transparency, personalized offers, and proactive communication. A key part of their solution was using Retently to capture quick post-purchase CSAT surveys and analyze feedback, enabling rapid, data-driven improvements. This approach helped Adobe ensure a friction-free experience that turned seasonal shoppers into loyal customers, ultimately protecting brand reputation and boosting long-term profitability.

Adobe