Case Study

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

How A Bank Drives Customer Engagement With Hyperpersonalized Experiences

May 6th, 2019
Ashutosh Sharma, VP, Research Director
Ashutosh Sharma VP, Research Director
With contributors:
Frederic Giron , Xiaofeng Wang , Mary Pilecki , Sukriti Dangi , Bill Nagel

Summary

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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