Customer Experience Services
Backbase
Leverage your customer data to deliver personalized digital banking experiences, at scale.
The end of “one-app-fits-all”
To stand out in a competitive market and to become the primary bank for your customers, you need to deliver tailored experiences, advice, product offerings, and communications right at their fingertips. Move from “one-app-fits-all” to composable apps per customer segment, allowing you to create truly personalized experiences that delight.
Composable apps per customer segment
Your experiences should be as dynamic as your customers expect them to be. Power infinite, personalized variations of your application through dynamic rendering and real-time targeting, applying your customer’s segmentation in every stage of their lifecycle.
AI-powered campaigns
Drive cross-sell and up-sell with AI-powered, behavior-driven campaigns that help increase product adoption and customer lifetime value. Our platform leverages predictive AI to deliver timely, relevant product recommendations — from credit cards to savings plans — based on each customer’s financial profile and engagement history. Empower your marketing teams with flexible templates or custom campaign options that enable fast, collaborative launches, maximizing productivity and impact.
AI-driven financial wellness
Harness the power of data-based insights, personalized offers, and Robo Advisory so you can give your customers what they want, when they want it — or even before they realize it themselves.
Customer profile: achieve the segment of one
Orchestrate data to create meaningful micro-segments for unique customer profiles, empowering you to tailor your value proposition, products, services, add-ons, and bundles. Discover the power of connecting and managing all your customer data through a single platform — and achieve the segment of one.
Communication APIs for any channel and interaction
From in-app smart nudges and notifications to real-time communication over live chat, the platform comes with out-of-the-box communications capabilities so you don’t need to source, integrate, and manage multiple vendors.
Capabilities
Audiences & segmentation
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A set of foundational capabilities that consumes and manages all your customer data sources (internal and external). Create logical groups of customers using SQL-like operators to enable data-driven segmentation. With continuous data ingestion, changes to your customer data are automatically, incrementally processed.
Campaigns
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Orchestrate all of the interactions between your bank and customers, on any channel, for any engagement pattern. Templates can be used and enriched with customer data to personalize the experience. These capabilities include ready-to-use communications services such as SMS, email, push notifications, in-app messages, or even full-blown real-time communication capabilities (chat/video).
Preferences
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Empower your bank administrators to personalize your bank's end-user experience with feature toggles and capability settings that cater to your customers' preferences across all channels.
Interactive communication
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Deliver personalized content on any channel, using any of the available engagement patterns (e.g. in-app notification/nudge, live chat, SMS, etc). Any capability or combination thereof can trigger personalized content delivery: account activity data, balance mutations, transactions, payments, user behavior, etc.
AI CoPilot
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Deliver smarter, personalized customer experiences with AI-driven insights. Empower customers to handle everyday banking — from managing accounts to making payments — using large language models. Enhance engagement with AI-powered recommendations and contextual nudges for relevant products. Support relationship managers with predictive insights for tailored advice, proactive cash-flow management, and customer health assessments.
AI - Upsell
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Generate Next Best Offers based on all the relevant information from the customer, consumed from the Intelligence Services layer.
Presentation
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Dynamically tailor the experience and content to each individual user, without having to build and deploy multiple apps. With dynamic rendering, you decide what features, products, add-ons, and bundles are offered to different micro-segments.
Other platform capabilities
Intelligence
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Adopt Artificial Intelligence and Machine Learning (AI/ML) to reduce manual processing, friction, and cost.
Human Assist
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Offer seamless, secure, and personalized assistance across all touchpoints.
Identity & Entitlements
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Securely manage the digital identities and access rights of your end users.
See it in action
Backbase
Make every interaction count. Discover how our Customer Experience Services help you build meaningful, personalized banking journeys for every customer.
Backbase