Learning more about its customers was only step one at Sky UK. The leading European entertainment company is putting data insights into action using Adobe Analytics and Adobe Target in Adobe Marketing Cloud, creating rich, relevant and personalised experiences for their customers.
In partnership with the digital analytics agency DBi, Sky UK has integrated data collected with Adobe Analytics with its CRM to develop a complete view of customers, including what services they have, what offers they’ve clicked on, and what types of content they’re most interested in. These insights feed a powerful, automated personalisation engine that customizes visitor experiences as they arrive on site.
The results have been significant—a 10% overall lift in conversion with more than 45,000 incremental annual orders. The ability to integrate and apply rich customer information through online personalisation provides a lot of value in the customer journey. “Where the real excitement comes through is the customer experience,” Rob Jackson, Co-Founder at DBi.
A drive to develop customer experience is a key motivation we see across our partners and customers at Adobe. I invite you to watch this video we created with Sky UK & DBi to see how Sky UK is improving their relevance with customers. I would also recommend reading my previous post on ‘The Customer Experience Challenge’ where you can read more about how companies are managing the CX challenge in their organisations.