India’s largest public sector bank, State Bank of India (SBI) is working to modernise operations by leveraging real-time data and AI capabilities.
The bank wants to provide personalised communication across digital channels to enhance customer experience and bring efficiency to its marketing initiatives.
It has signed a five-year agreement with HCLSoftware, the software business unit of HCLTech, for the MarTech (marketing technology) solution.
HCLSoftware will deploy the HCL Unica platform to enable SBI to transform its customer interaction framework and provide personalised communication digitally.
The solution will adhere to the Digital Personal Data Protection Act (DPDPA) and other security requirements.
SBI will use HCL Unica’s customer data platform, AI capabilities and campaign management tools, to leverage real-time data to improve the ability to engage with customers.
It will help facilitate complex, multi-channel digital marketing campaigns, enhancing customer engagement precision and relevance.
The customer data platform will organise and aggregate SBI’s customer data from various touchpoints, creating a unified view that facilitates deeper insights and targeted marketing initiatives.
HCL Software’s chief revenue officer, Rajiv Shesh, said the HCL Unica would enable one of the largest banking transformations and help SBI deliver better customer engagement and experience.
