Read this first
Illustrative designs. Each row is a planning pattern. It is not evidence of a completed client engagement and lists metrics to track, not results. Validate identity, consent and data quality in your own environment first.
Starting journey
Ten use cases
| Category | Use case | Trigger | Adobe components | Channel | KPI to measure |
|---|---|---|---|---|---|
| Acquisition | Welcome journey for a new account holder | first loan-application-start | RTCDP, AJO | First-activation rate vs holdout | |
| Acquisition | Suppress existing account holders from acquisition ads | existing account holder flag | RTCDP suppression audience | Paid media | Wasted-spend reduction |
| Onboarding | Preference centre invitation after first loan-application-start | first loan-application-start | Consent datasets, AJO | Preference completion | |
| Onboarding | Educational tip series matched to account usage | login frequency band | RTCDP, AJO | In-app | Feature adoption |
| Retention | Proactive notice on loan-application-start | loan-application-start | AJO, streaming events | SMS, push | Contact-centre call reduction |
| Retention | Payment-failure recovery sequence | payment failure | AJO | Email, SMS | Recovery rate |
| Service and support | Deflect a support contact with proactive help | login error pattern | AEP events, AJO | In-app, email | Contacts avoided |
| Service and support | Disruption communication with options | loan-application-start disruption | Streaming events, AJO | SMS, push | Rebooking or contact reduction |
| Measurement and governance | Audience overlap and size monitoring | audience refresh | RTCDP, reporting | Dashboard | Audience health |
| Measurement and governance | Data-label and policy enforcement check | activation request | Governance policies | Check | Blocked non-compliant activations |
Data you will need
- Core banking and account events
- Digital banking app and web events
- CRM and contact preferences
- Consent and marketing permissions
- Call-centre and branch interactions
Governance for banking
Keep financial attributes and credit-related decisions out of advertising destinations, and involve compliance before any eligibility-based messaging.
- Check consent and channel permissions before every send
- Use a holdout group so the KPI shows real lift
- Document data sources, owners and retention
Build or learn this
Frequently asked questions
Are these banking use cases client results?
No. They are illustrative design patterns. Real client work is published only with written approval and evidence.
Which Adobe products are involved?
Mostly Experience Platform, Real-Time CDP, Journey Optimizer and Customer Journey Analytics, with Web SDK for data collection.
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