Customer behavioural clustering Qorus-Infosys Finacle Banking Innovation Awards 2024

Credito Euromobiliare Private Banking has developed a solution aimed at improving the understanding of its clients and portfolio. The solution will be used both by private bankers who manage direct client relationships and by central offices that monitor the portfolio and define the bank's commercial strategies.

The final solution is an advanced dashboard that uses not only the client's sociodemographic data and product ownership data but also transactional data and specific product usage data. It displays the results of Machine Learning models that segment and classify the population into specific clusters.

The solution is therefore composed of several sections:

A descriptive section that reports client data and key KPIs A section that reports the results of the customer clustering model based on their behavior with investment products, analyzing asset types and categories of products used, as well as the MiFID profile A section that reports the results of the digital customer clustering model, which assesses how digitalized the client is A section that reports the results of the banking behavioral segmentation model, analyzing account transactions, credit cards, and debit cards A section that analyzes if the client is part of a specific household, examining transactions and relationships identified in the registry and through joint products

All these sections offer a complete view of a single customer to the private banker or of how the customer portfolio is composed to the central offices.

This solution will be used for targeting specific cluster in order to improve their customer experience and to verify the propensity to buy new products.