Belfius, a bank whose goal is to create various forms of added value for Belgian society, recognized the trend toward mobile-first customers early. Understanding that customers are increasingly interacting on smartphones, the decision was made to push as much activity there as possible to meet evolving consumer preferences and support the business. Belfius’ mobile app became one of the most popular and highly-rated in Belgium after the company shifted its culture and attitude toward a mobile-first approach. The bank decided that simply having a great app was not enough in the mobile-first world – they needed data and context to truly reshape the mobile customer experience.

Belfius understood that just sending a bank mailer outlining an offer to a customer segment of 1,000 consumers, or a banner ad on the website, were no longer sufficient for creating positive customer experiences. To meet the needs of modern customers, the campaigns must be modern, as well, and that meant letting go of a one-size-fits-all (or even one-size-fits-many) approach, and eschewing it in favor of a strategy focused on customer centricity and personalization.

The proliferation of mobile banking meant there was a corresponding explosion of customer data that could provide context to better understand Belfius’ customers, helping them deliver better and more relevant interactions. The mobile data was a potential gold mine of context and information that could help Belfius provide value to their customers.

“NGDATA is the only player in the market today with a pure focus on bringing analytics to the customer relationship building process in such a targeted way. We are thrilled to work with NGDATA to accelerate our digital transformation and develop best-in-class customer insights to drive our business.”
– Geert Van Mol, Chief Digital Officer at Belfius