How a Bank Optimizes the Use of Customer Data

The value of insight, the importance of trust.

Mobile, social and other digital channels are now an integral part of customer engagement. As expectations evolve, harnessing both internal and external data to create a deeper understanding of the customer is fundamental to success. Tools and techniques that take analytics to the next level have huge potential, but abuse their power and you risk undermining trust and damaging the very relationships you were looking to enhance. This Freeform Dynamics case study explores how one major European bank demonstrates that it is possible to generate rich insights that drive mutual benefit.

The banking sector is becoming ever more competitive and major banks worldwide have to deliver services designed to meet the expanding expectations of their customers. But retail banks must also ensure they provide the customer care their customers expect as switching banks becomes less challenging than at any stage in the past. All while improving profitability in a time of severe financial constraints and in an age where customers expect to be able to access banking services around the clock, everyday.

To learn more about the potential and practicalities in this fast moving industry, download the full conversation below.


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About This Series

This interview is part of a broader global Digital Transformation study “Exploiting the Software Advantage: Lessons from Digital Disrupters”. 

About Freeform Dynamics

Freeform Dynamics is an IT industry analyst firm. Through our research and insights, we aim to help busy IT and business professionals get up to speed on the latest technology developments, and make better-informed investment decisions. 

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About CA Technologies

CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact, and communicate—across mobile, private, and public cloud, distributed and mainframe environments. Learn more at