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 |
|---|---|---|---|---|---|
| Onboarding | Detail completion reminder for an unfinished plan setup | incomplete plan setup | AJO, Web SDK | Email, SMS | Completion rate |
| Engagement | Personalised homepage hero for returning subscribers | returning visit | Edge profile, personalisation | Web | Click-through rate |
| Cross-sell and upsell | Upgrade prompt for heavy plan users | usage threshold | RTCDP, AJO | In-app | Upgrade rate |
| Retention | Churn-risk intervention for subscribers | churn score above threshold | Profile scores, RTCDP | Email, phone | Churn reduction vs holdout |
| Retention | Proactive notice on bill-shock | bill-shock | AJO, streaming events | SMS, push | Contact-centre call reduction |
| Retention | Service-recovery message after a poor experience | negative service event | AJO, AEP source | Email, phone | Repeat-complaint rate |
| Service and support | Deflect a support contact with proactive help | usage-alert error pattern | AEP events, AJO | In-app, email | Contacts avoided |
| Service and support | Priority routing for high-value subscribers | tier and open case | Profile to routing system | Phone | Handle-time and satisfaction |
| Measurement and governance | Cross-channel attribution view | touchpoint events | CJA, data views | Dashboard | Contribution by channel |
| Measurement and governance | Data-label and policy enforcement check | activation request | Governance policies | Check | Blocked non-compliant activations |
Data you will need
- Usage and network events
- Billing and payment events
- Contract and plan data
- Care interactions
- Channel and consent preferences
Governance for telecom
Location and usage data are sensitive; limit use to consented, necessary purposes.
- 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 telecom 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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