Client:

A global consumer and wealth management bank.

Challenge:

The bank wanted to accelerate online revenue growth by driving both new customer acquisition and cross-sell initiatives through multiple digital channels. However, despite heavy investments in MarTech platforms such as Adobe Marketing Cloud, Real-Time CDP, Pega, BlueKai, and Zeta, the bank was not realizing the expected returns.

Customer journeys were fragmented, resulting in disjointed experiences and inconsistent messaging. Data silos created delays in insights, limiting the bank’s ability to leverage its Adobe suite effectively. Without a unified customer view, personalization remained minimal, making it difficult to deliver relevant and timely content. Compounding these issues was a lack of standardized measurement, which created scalability and ROI gaps in campaign performance.

Solution:

eClerx partnered with the bank to transform its marketing operations around three pillars: Data Unification & Customer Intelligence, MarTech & Automation, and Analytics & Insights.

Our Adobe-certified experts re-engineered the marketing ecosystem to unlock value from the bank’s existing investments. Real-time CDP data flows were fixed and integrated with Adobe Experience Platform to build unified customer and prospect profiles. Global measurement standards were established through Adobe Analytics, creating a consistent taxonomy and enabling journey mapping across markets.

To strengthen targeting, eClerx developed proprietary and look-alike audience models for high-value segments. We also introduced a culture of experimentation, running over 100 hypothesis-driven tests using Adobe Target to optimize customer experiences and conversion paths. Finally, dynamic, highly personalized campaigns were launched through Adobe Campaign and Marketo Engage, ensuring the right message reached the right audience at the right time.

Impact:

• 15% increase in new customer acquisition
• 20% improvement in conversion rates
• 8% uplift in revenue from cross-sell and upsell initiatives
• 10% ROI improvement from personalized campaigns

Through a unified, data-driven approach to marketing, the bank significantly improved customer engagement, strengthened personalization, and delivered measurable revenue growth.