Delivering Consistent, Personalized Omnichannel Experiences - E284

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Speakers

  • Adrián Müller

    Adrián Müller

    Head of Omnichannel Activation, CaixaBank Business Intelligence


About the session

Delivering a great customer experience is key for building long-lasting direct relationships with customers, both offline and online. Customers have come to expect the same experience and level of personalization, regardless of the channel they are interacting with. Three years ago, CaixaBank invested in rearranging siloed and disconnected functions and capabilities to enable a connected omnichannel experience. Today, armed with an integrated ecosystem of data, platforms and processes and using the latest advanced analytics and AI techniques, the bank generates data-driven customer intelligence to deliver smart, personalized and consistent omnichannel experiences centered around its customers.

In this session, we’ll discuss why:

  • Data-activation capabilities are as important as having a 360º view of the customer and predictive and customer analytics capabilities
  • Marketing automation is key to bringing personalized experiences at scale
  • It’s important to provide a true omnichannel experience by carrying customer information in subsequent interactions across channels

Track: Trends and Inspiration

Industry Focus: Financial Services & Insurance

Technical Level: General Audience

Presentation Style: Case/Use Study

Session Type: Session

Audience Type: Business Analyst, Campaign Manager, Digital Marketer, Email Marketer, IT Executive, Marketing Executive, Audience Strategist, Commerce Executive, Content Marketer, Data Scientist, Optimization Manager, Web Marketer, Web Analyst, Operations/COO, Project Manager, UX/UI/Web Designer

Business Type: B2C

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