Adobe Campaign is a powerful tool for collecting and processing extremely large amounts of data, including personal information and sensitive data. This is why privacy needs to be managed carefully.
Always make responsible and ethical use of personal information.
Refrain from sending unsolicited email, push notifications and SMS messages (“spam”). Adobe strongly believes in the principles of permission marketing in fostering customer lifetime value and loyalty, and therefore strictly forbids the use of Adobe Campaign in sending unsolicited messages.
Take the time to go through the Security and Privacy checklist to learn the key elements to check regarding security and privacy.
To correctly handle privacy and manage personal data, work within the legislations applicable to the region(s) where you operate. These regulations include:
For more on how GDPR, CCPA, PDPA, and LGPD apply to Adobe Campaign, see this page.
Adobe Campaign is part of the Adobe Experience Cloud solutions. The way privacy is handled in Campaign obeys the Experience Cloud general principles, such as the following:
What information is collected when using Adobe Experience Cloud
As a company using Adobe Experience Cloud solutions, you choose what information to collect and send to your Adobe Experience Cloud account. Examples of the types of information that may be collected include web browsing activity, IP addresses, location information from mobile devices, campaign success rates, items purchased or placed in shopping cart, etc.
How Adobe Experience Cloud is used to collect information
You users’ privacy choices about your use of Adobe Experience Cloud
Adobe asks you to provide your customers privacy policies describing:
As for all Adobe products, Campaign users can opt-out sharing information collected about them through apps and websites. For more on this, see the Adobe Experience Cloud Usage Information FAQ.
For further details on the Adobe Experience Cloud privacy, see this page.
When managing Privacy, it is important to define what data should be handled with care and by whom.
When integrating Campaign with other Experience Cloud solutions where audiences can be transferred from one system to another, such as Adobe Analytics, Audience Manager or People core service, Campaign Standard, or with other solutions through CRM Connectors, you need to pay extra care to personal data protection.
The main regulations refer to the different entities that manage data as follows:
Therefore, as a company collecting and sharing personal data, you are the Data Controller, your clients are the Data Subjects and Adobe Campaign acts as a Data Processor when handling their personal data as directed by you. Note that it is your responsibility as a Data Controller to handle the relationship with the Data Subjects such as when managing privacy requests.
To illustrate how the different personas are interacting, here is an example of a high-level GDPR customer experience use case.
In this example, an airline company is the Adobe Campaign customer. This company is the Data Controller and all the clients of the airline company are Data Subjects. Laura in this particular case is a client of the airline company.
Here are the different personas used in this example:
Laura is the Data subject. She is the recipient who receives messages from the airline company. Laura may be a frequent flyer, but may decide at some point that she does not want any personalized advertising or marketing messages from the airline company. She will ask the airline company (based on their process) to delete her frequent flier number.
Anne is the Data Controller at the airline company. She receives Laura’s request, retrieves useful IDs requested to identify the Data Subject and submits the request in Adobe Campaign.
Adobe Campaign is the Data Processor.
Here is the general flow for this use case:
The Data Subject (Laura) sends a GDPR request to the Data Controller, via email, customer care or a web portal.
The Data Controller (Anne) pushes the GDPR request to Campaign via the interface or using an API.
Once the Data Processor (Adobe Campaign) receives the information, it takes action on the GDPR request and sends a response or acknowledgement to the Data Controller (Anne).
The Data Controller (Anne) then reviews the information and sends it back to the Data Subject (Laura).
Adobe Campaign enables you to collect data, including personal and sensitive information. It is therefore essential that you receive and monitor consent from your recipients.
Privacy management refer to all the processes and tools that can help you comply with Privacy regulations (GDPR, CCPA, etc.). Get an overview of what privacy management is on this page.
Adobe Campaign provides you with various sets of features dedicated to privacy management:
The main Privacy capabilities in Campaign and an example of the personas involved are presented in this section.
Originally, Adobe Campaign offers important features that are essential to Privacy:
For more on these features and how to manage them in Adobe Campaign, see this section.
Adobe Campaign provides additional capabilities to help you facilitate your readiness as a Data Controller for certain Privacy requests:
The Right to Access is the right for the Data Subject to obtain from the Data Controller confirmation as to whether or not personal data concerning them is being processed, where and why.
The Right to be Forgotten (delete request) entitles the Data Subject to have the Data Controller erase his/her personal data.
The Access and Delete requests are presented in this section.
The implementation steps to create these requests are detailed in this section.
Thanks to its tracking functionalities, Adobe Campaign enables you to track the browsing of your delivery recipients using three types of cookies: a session cookie and two permanent cookies.
Two permanent cookies:
Regulations such as the General Data Protection Regulation (GDPR) state that companies require the agreement of website users before installing any cookies.
Adobe Campaign lets you track the emails sent and the behavior of your delivery recipients: opening, clicks on links, unsubscriptions, etc. For more on this, see About message tracking.
To do this, add tracked links to your messages in order to measure the impact of your delivery and recipient behavior in the Tracking tab of the delivery dashboard. Tracking data is interpreted in the Tracking indicators report.
Adobe Campaign also lets you monitor how recipients browse your website: insert tracking tags to collect information and measure visits on web application pages. For more on this, see Tracking a web application.
The configuration of web tracking is presented in this section.
To further manage tracking, Adobe Campaign enables you to display an opt-out banner to stop tracking web behaviors of end users who opt-out of behavioral tracking. For more on this, see Web application tracking opt-out.