The bank operates a network of more than 1,200 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs over 80,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. The bank’s retail data analytics team was looking for a platform to better engage, target and service their customers for several use cases, and to properly orchestrate the omni-channel (assisted and unassisted) discussion with their customers.
The bank wanted to achieve the following business goals: Improving customer engagement using real-time personalized communication (one-to-one marketing); Becoming a customer-centric organization; The ability to target customers with the most appropriate products and services based on the unique interests, behaviors, preferences propensities of each individual; To be able to respond in real-time to credit card transactions made, with the best gift recommendation for each customer or audience; To be able to run multiple campaigns in real time for a particular country.
In just the two weeks after deployment:
- 372K Customer DNA profiles (customers and prospects) were built.
- 106K more relevant, personalized banners were served to 30K customers.
- Integration focused on all web properties and use cases to SMS channels had been identified.
- Predictive churn and acquisition models were built, and interest modelling based on website visits were done within the CDP.