Transforming Customer Experience in a Western European Bank with Marketing Decisioning Platform
Banking & Insurance
Case Studies
Problem
Sought improvement in online customer experience
Aim to enhance digital channel adoption
Had established customer contact practices using ML models
Lacked a framework for effective customer engagement
Needed to orchestrate experiences for targeted messaging
Purchased CDP solution but faced integration challenges
Solution
Took on lead role in CDP product implementation
Set up data ingestion processes into the CDP
Worked on tagging, web data ingestion, and in-house data uploading
Facilitated the development of key use cases
Implemented website personalization based on browsing activity
Developed real-time app notifications based on website interest
Bridged gap between business and compliance teams
Main liaison for new use case approvals
Contributed to transparent cookie banner creation
Designed an initial tagging framework
Assisted in capturing customer consent history for communications
Supported client in in-house web data collection using CDP
Results
Successfully enhanced online personalization
Increased relevant visitor traffic to product pages
Reduced customer care call load through timely notifications
Ensured compliance with regulatory requirements
Achieved approval for new use cases in compliance with data privacy
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