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 omnichannel (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 modeling based on website visits were done within the NGDATA IEP.