Azra Hadziomeragic is Retail Board Member at Bosna Bank International. She tells Qorus and Wavestone how they utilize data in order to enhance their customer experience.
In your opinion, how does the use of data and the personalization of offers and paths respond to development or loyalty issues for your organization? What transformation does this evolution presuppose?
We have developed technologies that allow us to understand data patterns, turn them into customer needs and in near real time communicate to customers contextually through digital channels.
Through digital personalization, we continuously engage the customer in the bank's products and services, increasing customer stickiness and enhancing the customer experience.
The final goal is to become a data-driven organization that uses data to make business decisions, in everyday work, for the purpose of communication with clients, etc.