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Adobe helps The Co-operative Bank grow customer engagement 700% with in-app messaging | AEM Community Blog Seeding

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10-05-2021

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Adobe helps The Co-operative Bank grow customer engagement 700% with in-app messaging by Abigayle Konys

Abstract

Since its birth from a co-operative movement almost 150 years ago, The Co-operative Bank has taken a different approach to banking. As the UK’s first ethical bank, its commitment to strong values and sustainability has been reflected in its customer-led ethical policy which drives everything it does. In the community, this means maintaining ten years of carbon neutrality and zero waste to landfills, raising awareness of economic abuse and pioneering banking that makes a positive difference to the lives of its customers and communities.

So, when the bank recognized a shift in the way its customers were banking, from in-branch to online and mobile banking, it relished the opportunity to explore new digital channels that would improve the banking experience for its customers. Through its mobile banking app, The Co-operative Bank implemented in-app messaging which would allow it to reach customers with targeted and relevant communications, in the environment where customers were most engaged.

“When we decided to unlock push notifications and started utilizing Adobe mobile services, we looked into in-app messages as well,” says Rob Aston, optimization manager at The Co-operative Bank. “We were really excited about opening up a new channel that would allow us to better communicate with customers.”

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Adobe helps The Co-operative Bank grow customer engagement 700% with in-app messaging

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