Be personal


Customize at a deep level for every customer using data and AI

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BCG estimates that for every $100 billion in assets that a bank has, it can achieve as much as $300 million in revenue growth by personalizing its customer interactions.3

Connect the dots

Going digital doesn’t have to mean sacrificing the evergreen desire for human connection; it can promote it. Personal relationships can be extended and enhanced with 360-degree customer data, pieced together from across the customer journey. Build a unified picture of the activities that make up your customers’ lives, and understand their long-term ambitions and goals. From here, you can adapt to better serve their needs, using technology like AI to drive personalization that creates “wow” moments.

In the small- and medium-enterprise (SME) sector, banks are using data and AI to get to know their customers early, creating greater understanding and reducing risks. Gathering these insights for early-stage businesses in particular—who are traditionally seen as high risk—could open new market opportunities to create new value.

Personalize in ways that matter — when it matters

Using AI to personalize interactions in real-time allows you to anticipate your customers’ needs and serve relevant products and services to each one. Tailor offers and rates, provide customized advice and insights, and cross-sell services to win more business and prevent churn. Use AI to deliver more engaging services, such as advising small business owners around ways to streamline their operations or proactively offering financial counseling to customers who show patterns of financial distress.

“I think the one thing the banks could do differently is to use technology to better understand our business and offer more bespoke products.”

– CEO, live events industry, Temenos SME Think Space Innovator Series, 2020

“I felt my bank cared about me when they noticed that my line of credit was high and offered me a consolidation line of credit so that I could get a handle on my debt.”

– Bank customer (Canada), Temenos Survey 2021 respondent (4,700 banking consumers)

Intelligence in context: BlueShore Financial

Powered by Temenos Infinity, BlueShore Financial have replicated the in-branch experience of its Financial Spa™ Branch, designed around client-centered amenities, personalized service and expert advice to encourage engaging conversations with customers that build deeper value, across all channels and devices, from onboarding to servicing through to retention. As part of its initiative to build human connections in the digital era, BlueShore also used Temenos Infinity to connect its advisors and contact centre with clients through a state-of-the-art mobile messaging app.

Leveraging Temenos Analytics, BlueShore created what it calls ‘bluegorithms’ proprietary analytics that measure qualities such as engagement score, digital usage and price sensitivity. With the end-to-end digital ecosystem, BlueShore will benefit from a 360-degree customer view, with both structured and unstructured client data, real-time analytics, and access to the latest Open Banking APIs, putting BlueShore at the forefront of modern banking.

"Temenos has been a strong partner in our commitment to improving our clients’ financial well-being. With this expansion of the relationship, we will be able to take the Financial SpaTM experience that BlueShore is known for in-person – encouraging engaging conversations and genuine value – and deliver that in the digital realm.”

– Chris Catliff, President and CEO, BlueShore Financial

Be connected