Danske Bank looks to improve digital customer experience with Backbase
Denmark’s Danske Bank has gone live with the Backbase Engagement Banking platform for a “continuously improved digital customer experience”.
Danske Bank taps Backbase for Engagement Banking platform
Backbase, a Dutch provider of front-end digital banking solutions, says its platform will be implemented across the bank’s digital channels “progressively” over the next few years. The platform, which works across web and mobile interfaces and various advisory tools, specifically aims to reduce the number of siloed channel applications, consolidate data, business logic and workflows, provide business agility and facilitate a mobile-first engagement model.
Once the implementation is complete, the bank expects to more easily centralise its business operations around customer journeys, in line with the digital transformation programme outlined in the Forward ‘28 strategy it unveiled in June last year.
In releasing its strategy, Danske Bank also revealed its plans to depart the personal banking business in Norway, one of its four main markets, to shift its attention towards serving business, large corporate and institutional customers. Its personal customer and private banking business in the country was later acquired by Scandinavian bank Nordea.
Christian Bornfeld, head of personal customers and financial crime risk and prevention at Danske Bank, anticipates the platform enabling it to take its customer-based interactions “to the next level” while introducing service enhancements “at greater speed than ever before”.
He adds that the implementation will allow the bank to offer “convenience and personalisation for our customers with great insights, increased proactivity, and easy access to assistance and advice”.
Danske Bank is now among a growing list of financial institutions to tap Backbase for its digital banking solutions, including First Bank in the US, BRD in Romania, Orient Commercial Joint Stock Bank (OCB) in Vietnam and Judo Bank in Australia, among others.
