Engagement Hub Qorus-Infosys Finacle Banking Innovation Awards 2025

Engagement Hub was built to converge the entire pro-active engagement process with Banco BPI´s clients in a single hub, where Banco BPI is able to meticulously control the value chain since the inception of the data to the launch and activation of new campaigns and opportunities so as to effectively deliver timely, hyper-personalized, value-adding and data-driven marketing interactions while ensuring that each client receives information tailored to their current position, reinforcing Banco BPI´s customer-centric approach.

Essentially, Engagement Hub unifies campaign planning, audience segmentation, and content delivery into a single platform. Campaigns are dynamically tailored using predictive modeling, behavioral analysis, and a structured customer lifecycle framework, comprised of three modules designed to maximize the communication’s impact. This framework includes “Mega Journeys,”- definition of the user´s journey related to a specific product or service, “Life Cycles” – places the customer at a specific phase of the mega journey according to the customer´s relation with said product/service (awareness and propension to buy etc…), and “Moments of Influence”- where specific campaigns are designed according to the previous models. The decision to develop the platform internally reflects a commitment to innovation and long-term strategic control. Drawing on internal capabilities, the system is based on a flexible microservices architecture and leverages Kafka events, APIs and artificial intelligence to drive segmentation and predictive modeling. It also integrates seamlessly with Salesforce and is being developed to support email, SMS, push notifications, and in-app card communications, further enhancing omnichannel communication. Ultimately, the Engagement Hub is more than a marketing or communications tool. It is a foundational element of BPI’s digital transformation strategy, aligning internal operations with the expectations of a more informed and digitally active clientele.