Emirates NBD, a leading banking group in the MENAT (Middle East, North Africa, and Turkey) region, has elevated its customer-centric marketing strategy by delivering 1-to-1 personalized customer experiences via its website. The company achieved this using Lemnisk, a real-time personalization solution built on an intelligent and secure Customer Data Platform (CDP).
As customers make digital channels their primary mode of engagement with banks, Emirates NBD was looking to leverage customer data across all touchpoints, to understand customer needs and orchestrate contextually-relevant messages at the right time and on the right channel.
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Emirates NBD used Lemnisk’s AI-powered CDP to create unified user profiles of both new-to-bank and existing-to-bank customers. This was done by mapping and stitching customer data across disparate sources.
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Impressions delivered via Leminsk’s AI-driven platform delivered more than 4 times as many users responding to website interactions, and a 26% increase in engagement month-on-month. This has enabled the company to connect better with customers and significantly improve its user response rates and conversions.
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In the future, Emirates NBD intends to use Lemnisk to integrate multiple touchpoints and use its personalization-driven channel orchestration ability to craft unique customer journeys, engage intelligently, and personalize stories with an aim to achieve 75% personalization on the website.
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