Consistent digital and physical customer experiences depends on bringing together data.

Do you ever feel a company knows you too well in one channel but poorly in another? Have you found a company’s customer experience through your preferred digital channel does not match the physical customer service?

This is because a traditional approach of siloed channels (for web, call center, and branches) is neither customer friendly, staff friendly, nor efficient. Each channel needs its own set of data, workflows, content, design, and other support. Which means that the same functionality is created time and time again. Fundamentally, this is a data management problem stemming from poorly integrating customer data and then failing to act on all the data to design and deliver a consistent customer experience.

For Swedbank, this is not the case. Swedbank's vision is to enable people, businesses, and society to grow. And they use advanced analytics to meet the needs of their customers.

Answers and Outcomes

Swedbank’s 5M digitally active customers generate 1.7B customer interactions per year, creating an entirely new generation of structured and unstructured data.

They are blending massive volumes of data from divergent sources into meaningful, actionable information with a laser focus on developing a customer-centric strategy to build trust and customer loyalty.

They are simplifying their analytic ecosystem by integrating analytic functions. Advisors rely on traditional customer data (like account balance details, products and investments, and customer profile details) as well as new unstructured data sources such as web logs, chat bots, and call center data. All in an effort to better understand their customers and meet their financial needs and goals.