In a time where banks are often perceived as prioritising profits over customer interests, Sydbank chose a different path.
They recognized that the currency of customer relationships is attention and that relevance is the key to capturing it. By asking, “Does your bank excite you?” Sydbank challenged itself to create communications that truly resonated with customers’ lives and financial situations.
Sydbank’s partnership with Agillic enabled them to execute their customer-centric strategy at an unprecedented level of personalisation and automation.
This collaboration transformed Sydbank’s approach from saying something to all customers to genuinely giving something of value to each customer, turning every interaction into an opportunity to strengthen relationships and improve customer satisfaction and financial outcomes.
“Our challenge was to make banking more relatable and valuable to our customers. Agillic has been instrumental in helping us achieve this goal. The platform’s powerful personalisation capabilities have allowed us to create highly targeted campaigns that speak directly to each customer’s unique situation. What I love about Agillic is its flexibility and ease of use – it enables our team to quickly adapt our messaging and test new approaches. The direct impact on our business results is clear: we’ve seen increased engagement, higher conversion rates, and most importantly, improved customer satisfaction. Agillic isn’t just a tool for us; it’s a key driver of our customer-centric strategy.”
Nanna la Cour Skov
Head of personalised communication, Sydbank
Challenge:
Sydbank faced a common banking industry problem: Customers often find banking services confusing and impersonal.
With 43% of clients not understanding financial communications* Sydbank needed to transform its approach to customer engagement and product offerings.
Strategy:
Sydbank implemented Agillic to fuel their personalised customer experience strategy. They shifted completely from generic mass emails to tailored, situation-specific messages that speak directly to individual customer needs. The bank focused on making complex financial topics understandable and relevant, aligning with their core value of building strong customer relations.
Results with Agillic:
Examples of Sydbank’s personalised communication include the following:
Key takeaways:
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