Real-Time Audience Suppression Based on Recent Negative Events
Enable dynamic suppression of users from active marketing campaigns in real time based on recent negative experiences - such as failed transactions, customer complaints, or product returns - using Adobe Real-Time CDP signals and event-based triggers.
Suppressed users can be re-evaluated for reactivation once an issue is resolved.
Why is this feature important?
Prevents wasting marketing budget by sending promotions to frustrated customers who are temporarily disengaged.
Improves brand perception by respecting user sentiment and avoiding tone-deaf marketing outreach during sensitive moments.
Reduces churn by showing customers you are listening and responding appropriately to their issues.
Current Behavior:
Audience suppression typically relies on static exclusion lists updated periodically (daily or weekly).
No native real-time suppression based on live customer service data, failed transactions, or dissatisfaction signals.
There’s no automated mechanism in Real-Time CDP to temporarily pause users from campaigns without manual intervention or external workflow orchestration.
Use Case:
A customer initiates a return request for a faulty product. Within minutes, they are suppressed from the active upsell email journey and instead flagged for a customer care follow-up.
A user reports a poor app experience via feedback forms. The system immediately excludes them from push notification campaigns promoting new features until feedback is addressed.
A transaction failure occurs due to payment gateway issues; the user is paused from cart abandonment reminders until the system detects a successful retry.