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 | Anonymous-to-known stitching after sign-in | login after quote-start | Identity graph, Web SDK | Web | Known-profile rate |
| Onboarding | Day-0 to day-30 policy onboarding series | policy created | AJO | Email, push | 30-day activation |
| Cross-sell and upsell | Upgrade prompt for heavy policy users | usage threshold | RTCDP, AJO | In-app | Upgrade rate |
| Cross-sell and upsell | Renewal-time upsell review | renewal window | AJO | Email, advisor task | Renewal value |
| Retention | Churn-risk intervention for policyholders | churn score above threshold | Profile scores, RTCDP | Email, phone | Churn reduction vs holdout |
| Retention | Low-usage education for a policy | usage drop | AJO | In-app, email | Usage recovery |
| Retention | Anniversary and renewal reminder | anniversary date | AJO | Renewal on time | |
| Service and support | Case-status updates without a call | case opened | AJO, case source | SMS, email | Status-call reduction |
| Measurement and governance | Journey performance dashboard in Customer Journey Analytics | journey events | CJA | Dashboard | Funnel and drop-off visibility |
| Measurement and governance | Deletion and access request workflow | privacy request | Privacy Service | Workflow | Requests completed on time |
Data you will need
- Policy administration and renewal dates
- Quote and purchase journeys
- Claims status events
- Agent and broker data
- Consent and communication preferences
Governance for insurance
Treat health and claims data as restricted; do not use it for cross-sell targeting without legal review.
- 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 insurance 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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