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Engage customers throughout their journey with Adobe Journey Optimizer and Infobip SMS

About the

Engage customers throughout their journey with Adobe Journey Optimizer and Infobip SMS

Adobe Journey Optimizer has a native integration with Infobip SMS platform, enabling seamless integration with any use case you build to create comprehensive and impactfull customer experience.

Use cases

  • Abandoned cart recovery. Journey Optimizer can help retailers recover abandoned carts by automating personalized messages or offers to customers who have left items in their shopping carts without completing the purchase.
  • Loyalty program management. The platform enables retailers to manage and optimize loyalty programs. By integrating customer data and journey information, retailers can create personalized loyalty journeys that reward customers based on their engagement, purchase history, or specific actions. This helps to drive customer loyalty, repeat purchases, and advocacy.
  • Welcome and onboarding journeys. Retailers can create tailored welcome and onboarding journeys for new customers. Adobe Journey Optimizer helps deliver a series of engaging messages or offers to introduce customers to the brand, highlight key products or services, and guide them through their initial purchase or onboarding process.
  • Seasonal campaigns and promotions. Adobe Journey Optimizer allows retailers to create and manage targeted campaigns and promotions for seasonal events or holidays. Marketers can design customer journeys that incorporate relevant offers, discounts, and messaging to capitalize on peak shopping periods and drive conversions.
  • Onboarding and account activation. Journey Optimizer can help streamline the onboarding process for new customers in the BFSI industry. It enables the creation of personalized onboarding journeys that guide customers through the account activation process, provide relevant information, and offer support when needed.
  • Policy renewal and reminders. For insurance companies, Adobe Journey Optimizer can facilitate policy renewal journeys. Automated reminders and personalized messages can be sent to customers nearing the expiration of their policies, encouraging them to renew and providing relevant options.
  • Cross-selling and upselling. For BFSI institutions, Journey Optimizer enables personalized cross-selling and upselling strategies. By analyzing customer data and behavior, marketers can deliver targeted messages and offers to customers based on their specific needs, preferences, and lifecycle stage. This helps to increase customer lifetime value and revenue generation


  • Immediate and Direct Communication. SMS offers instant and direct communication with customers. Messages are delivered directly to their mobile devices, ensuring high visibility and quick engagement. Unlike emails or other channels, SMS messages are usually read within minutes of receipt, making it an ideal channel for time-sensitive promotions or urgent updates.
  • High Open and Response Rates. SMS boasts exceptionally high open and response rates. On average, SMS messages have an open rate of over 98% and a response rate of around 45%, far exceeding other communication channels. This level of engagement can significantly improve the effectiveness of your campaigns and increase customer interaction.
  • Wide Reach and Accessibility. SMS is accessible to almost all mobile phone users, regardless of the type of device or internet connectivity. Unlike some other digital channels, SMS doesn't require an internet connection or a smartphone, making it an inclusive communication method that reaches a broad audience.
  • Personalized and Targeted Messaging. With Adobe Journey Optimizer, you can leverage customer data to personalize SMS messages based on their preferences, behavior, and journey stage. Tailoring messages to individual customers fosters a sense of personal connection and enhances the overall customer experience, increasing the likelihood of conversion and customer loyalty.
  • Automation and Workflow Integration. Adobe Journey Optimizer allows you to automate SMS campaigns and integrate them into your overall customer journey workflows. By automating SMS triggers and actions based on customer interactions, you can deliver timely and relevant messages, ensuring that your customers receive the right information at the right time.
  • Two-Way Communication. SMS enables two-way communication, allowing customers to easily respond and engage with your brand. This feature opens up opportunities for real-time conversations, feedback collection, customer support, and surveys. By actively engaging with your customers through SMS, you can foster stronger relationships and gather valuable insights.
  • Complementary Channel to Other Touchpoints. SMS can work synergistically with other channels in your marketing mix, such as email, push notifications, or social media. By incorporating SMS into your multichannel campaigns, you can reinforce messaging, increase reach, and maximize customer engagement across different touchpoints.
  • Most connected SMS platform in the world with more then 800 direct connections.
  • Intelligent routing to deliver every message in the most effective way.
  • Real time reporting and analytics to understand what happened with what message every step of the customer joruney.


  • Infobip account with access to the Portal with available SMS channel.
  • Adobe Journey optimizer solution.



Integration is free of charge. Additional messaging costs are applied per your consumption.

Try it now!

Try Infobip for free with 100 free messages per channel! Click here to sign up and start sending free personalized messages immediately across SMS.

About the integrator


Adobe is the global leader in digital media and digital marketing solutions. They are creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. Adobe is changing the world through digital experiences.