Popular in the Middle East, North Africa, and Turkey, Emirates NBD, the leading banking group, has upscaled its customer-centric marketing strategy by delivering a 1-to-1 personalized customer experience via its website. The new approach came live after being built on an intelligent and secure Customer Data Platform (CDP).
Emirates, the Middle East Banking Group, was able to elevate the strategy by understanding customer viewpoints and behavior. The banking group was looking to leverage customer data across all touchpoints, understand customer needs, and speak in the most relevant sense at the right time and on the right channel.
Lemnisk’s AI-powered CDP helped Emirates to create user profiles for both new and existing customers. All of this was followed by a rigorous study of customer’s data from different methods and sources.
“By extracting insights from the unified view, we were able to craft unique personalized messages for each and every customer and deliver them via various digital channels in real-time. For our prospects, we utilized Lemnisk to capture their product intent data and power personalization,” said Vikram Krishna, Executive Vice President – Head Group Marketing & Customer Experience, Emirates.
The impressions counted on one of the top AI platforms (Lemnisk) are four times higher because many users respond to the website interaction. There is a noticeable increase in engagement month-on-month. So the response rate gives an idea about the enterprise-customer relationships that seem to strengthen with engaging conversions.
“This solution has also helped us quickly respond to the challenges posed by COVID-19. We had a massive jump in customers reaching out to our call centers. Further compounded by movement restrictions, which affected the mobility of our personnel, the CDP enabled us to provide our customers the exact solutions to their queries, based on their customer calling behavior in a completely digital way,” he added.
“Customer Data Platforms have become the go-to solution for the CXO – whether for a modern marketing strategy or digital transformation. With a cutting-edge product, tightly integrated industry-specific use cases, and agile customer delivery, Lemnisk has quickly become the preferred CDP for enterprises. We are proud to work with Emirates NBD, one of the largest banking groups in the region,” said Mr. Subra Krishnan, CEO Lemnisk.
The personalized stories, customer-centric interactions, and intelligent engagement by Lemnisk are Emirates NDP’s concrete plans for the future.
