Personalization at Scale: How Financial Services Firms Can Deliver Compliant, Omnichannel Experiences with Adobe and Publicis Sapient

In today’s financial services landscape, the ability to deliver hyper-personalized, compliant digital experiences is not just a competitive advantage—it’s a necessity. Banks, insurers, and asset managers are under unprecedented pressure to meet rising customer expectations for seamless, relevant engagement across every channel, all while navigating a complex web of regulatory requirements and legacy technology estates. The partnership between Publicis Sapient and Adobe Experience Cloud is uniquely positioned to help financial institutions overcome these challenges and unlock the full potential of digital transformation.

The Financial Services Imperative: Personalization, Compliance, and Omnichannel Engagement

Financial services organizations face a distinct convergence of challenges:

• Rising customer expectations for real-time, personalized engagement across digital and physical channels
• Stringent regulatory and security demands that require robust data management, privacy, and auditability
• Legacy technology estates that complicate integration and slow innovation

Delivering on these imperatives requires a holistic approach—one that unifies data, orchestrates omnichannel journeys, and embeds compliance at every step. Adobe Experience Cloud, expertly implemented by Publicis Sapient, provides the foundation for this transformation.

Why Publicis Sapient and Adobe?

With over a decade of partnership and more than 1,800 Adobe-certified professionals, Publicis Sapient brings unmatched expertise in both Adobe solutions and the financial services sector. This collaboration has been recognized with multiple Partner of the Year awards and a proven track record of delivering measurable outcomes for leading institutions worldwide.

Key Differentiators for Financial Services

• Integration with Complex IT Estates: Publicis Sapient excels at integrating Adobe Experience Cloud into legacy environments, ensuring seamless data flow and operational resilience.
• Regulatory and Security Focus: Solutions are designed with privacy, consent management, and auditability at the forefront, meeting the strictest industry standards (e.g., FINRA, GDPR).
• Personalization at Scale: Leveraging Adobe’s Real-time Customer Data Platform and Epsilon’s CORE ID, Publicis Sapient enables 1:1 personalization while maintaining strict privacy standards.
• Omnichannel Orchestration: By unifying data and content across web, mobile, branch, and contact center, financial institutions can deliver consistent, high-value experiences that drive customer satisfaction and retention.

Addressing Unique Financial Sector Challenges

Data Unification and Customer Data Platforms (CDP)

Financial institutions often struggle with fragmented customer data spread across legacy systems. Publicis Sapient and Adobe address this by implementing modern Customer Data Platforms, such as Adobe Experience Platform, which unify known and unknown data into real-time customer profiles. This enables smarter, compliant interactions, enhanced personalization, improved marketing ROI, and streamlined governance and privacy controls.

Personalization and Omnichannel Orchestration

Today’s customers expect seamless, personalized experiences—whether they’re opening an account online, seeking investment advice, or managing insurance claims. Publicis Sapient and Adobe enable financial institutions to orchestrate journeys across web, mobile, email, and in-branch channels, powered by AI-driven insights and real-time data. This approach not only meets but anticipates customer needs, driving engagement and loyalty.

Navigating Regulatory Complexity

Compliance is non-negotiable in financial services. Publicis Sapient’s solutions are designed with governance and auditability at their core. Automated workflows, immutable storage, and robust metadata management ensure that every customer interaction and piece of content meets regulatory standards, from FINRA to GDPR and beyond.

Real-World Impact: Case Studies in Financial Services

• Modernizing Customer Engagement for a Leading Bank: A major bank partnered with Publicis Sapient to overhaul its digital marketing and customer engagement. By leveraging Adobe Experience Cloud, the bank unified customer data, personalized content, and increased engagement across channels. The result: improved targeting, higher conversion rates, and enhanced customer satisfaction—all while maintaining compliance with industry regulations.
• Transforming Customer Experience for a Financial Institution: Another financial leader deployed Adobe Experience Cloud to drive better insights and more relevant offers. The transformation delivered a unified customer profile, enabling real-time personalization and fostering higher customer loyalty. Experiences are now both compliant and deeply resonant with customer needs.
• Streamlining Compliance and Content Supply Chain for Asset Managers: A top global asset manager needed to optimize compliance processes and enhance operational capabilities. Publicis Sapient implemented a MarTech architecture centered on Adobe Workfront, automating compliance, creative services, and marketing operations workflows. All digital assets requiring compliance approval are now routed and stored with associated metadata, ensuring auditability and reducing manual overhead. The transformation resulted in significant cost savings, increased content velocity, and improved governance.
• Centralizing Project Management for Investment Firms: A leading investment management firm faced inefficiencies due to fragmented project management and content review processes. Publicis Sapient consolidated these workflows within Adobe Workfront, enabling seamless collaboration, real-time reporting, and end-to-end process automation. The result: dramatic increases in efficiency, reduced redundancies, and enhanced visibility for senior stakeholders.

The Future: AI-Enabled Content Supply Chain and Beyond

As financial institutions scale their personalization efforts, the demand for efficient, compliant content creation grows. Publicis Sapient and Adobe address this with AI-enabled content supply chains, streamlining workflows, automating approvals, and maximizing asset reuse. The result is faster time-to-market, reduced costs, and unified branding—without compromising on compliance or quality.

Accelerating Value with SPEED Capabilities

At the heart of Publicis Sapient’s approach is its SPEED model—Strategy, Product, Experience, Engineering, and Data & AI. This integrated framework ensures that every Adobe Experience Cloud implementation is:

• Strategically aligned with business goals and regulatory requirements
• Product- and experience-led to maximize customer value
• Engineered for security, scalability, and compliance
• Driven by data and AI to enable continuous optimization and innovation

Ready to Transform?

The future of financial services is digital, data-driven, and customer-centric. With Publicis Sapient and Adobe Experience Cloud, financial institutions can confidently navigate regulatory complexity, deliver exceptional experiences, and achieve sustainable competitive advantage. Start your transformation journey with a partner who understands the unique demands of your industry—and has the proven tools, talent, and vision to help you succeed.