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TSB to boost customer experience with Adobe Experience Platform

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October 15, 2020

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TSB expanded its relationship with Adobe in a bid to provide new digital services for its clients. The Bank has implemented Adobe Experience Platform with Adobe Campaign for gaining the ability to collect, analyse and act on customer data.

TSB stated that Adobe Experience Platform will enable it to bring all of its customer data together in one central location, providing the bank with a single view of its customers and laying the foundation for its employees to better serve them in the moment, whether they bank online, on their mobile, over the phone or in-branch.

Pete Markey, CMO at TSB said, “A brand is a promise of an experience consistently delivered, and Adobe Experience Platform makes that consistency possible across TSB’s online, mobile, and in-branch services. Our vision of omnichannel is to join up the customer experience like a London Tube Map. Some people will go right down the Central Line, while others will need to take multiple trains. Our job is to make the experience feel seamless whether customers have one simple need or 50 complex ones”.

The partnership will also help TSB to identify where it can help customers such as setting up a direct debit to manage bills or to change their address digitally when they move home. In-branch employees will have the latest information on each customer’s online and mobile activity to hand, ranging from which services they have been browsing on TSB’s website to how they have been using their mobile banking app. The collaboration will speed up the Bank’s data analysis and outreach, allowing the bank to share time-sensitive updates that will help customers to better navigate this uncertain time.

Paul Robson, President International at Adobe said,  “Customers no longer benchmark banks against other banks; they compare them with every digital service they use and so, the expectation for financial institutions to ensure every experience feels personal, regardless of which channel you bank on, is growing. TSB’s digital strategy offers its customers faster, more tailored services, which demonstrates its leadership strengths in this new era in experience”.

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