Danske bank’s customer engagement strategy will synergise with wedding an analytics platform architected by Backbase. The bank has driven investment in tailoring their modern digital banking services, adding customers’ multiple bank accounts under one platform and elevating modern digital channels.
The partnership ties both identity management efforts together integrating analytics to assess process automation, human assist services, customer data, digital identity and AI.
Frans Woelders, Chief Operating Officer at Danske Bank, said the acquisition of data analytics capabilities was “testament to their customer focus and our commitment to ensuring the best digital banking experience for the future” as banks are under pressure to gain insight into how their consumers complete trusted onboarding processes.
With more services for the customer spanning web, mobile apps and advisor tools, creating a communicative platform that connects interfaces and secure digital identity applications is one of the ambitions in Danske Bank’s Forward ’28 modern operations strategy. It is the first UK bank to offer their customers multi bank account merges so they can keep an oversight of all personal payments. Backbase software is described as a ‘construction site’ for digital transformation which the bank has already begun with tailored customer journeys.
The execution of the strategy, which was announced on 7 June 2023, ensures the annual investment in capabilities for digital platforms across bank locations in Denmark, Finland, Sweden and Norway. Each bank serves different customer segments to reaffirm their position as a premium retail, or private banking experience.
Head of Personal Customers and Financial Crime Risk and Prevention, Christian Bornfeld suggested the platform will take customer interactions to the next level and enable “enhancements” to be implemented “at greater speed”.
“It will thus enable us to provide market-leading convenience and personalisation for our customers with great insights, increased proactivity and easy access to assistance and advice.”
