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Case Study: HDFC Bank Starts Its Journey To Improve Its Online Customer Experience

How A Bank Drives Customer Engagement With Hyperpersonalized Experiences

May 6, 2019

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Why Read This Report

To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its marketing campaigns wasn't enough; the bank needed to improve the contextual accuracy of its messages and offers to customers in multiple engagement channels. This report shows digital business leaders how HDFC Bank is addressing this by building a centralized data hub, improving its customer analytics, and driving campaign orchestration and personalization initiatives.

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Table of Contents

  • Understanding Customer Context Is Key To Driving Personalization
  • Situation: HDFC Bank Had To Bring Focus To Customer Engagements
  • Approach: Set Out With A Big Vision But Start Small
  • Results: Engagement And Conversions Went Up
  • Lessons: Be Agile When You Don't Know Your Way
  • Next Steps: Complete The Customer Information Hub
  • Recommendations

  • Be Relevant To Customers' Context Lest They Make You Irrelevant
  • Supplemental Material
  • Related Research Documents

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