Shinhan Bank Wins 2021 TIBCO Customer Intimacy Lighthouse Award
Shinhan Bank, winner of the Customer Intimacy Lighthouse Award, is one of the major commercial banks in South Korea by assets and net income, providing retail, corporate, and investment banking services to over 25 million customers. As face-to-face experiences lessened, Shinhan had to optimize customer touchpoints digitally. TIBCO Connect and Predict solutions now bring together more than 20 different customer channels, including its banking desk, core banking app, internet banking, call center, and kiosks. This allows Shinhan Bank to identify real-time patterns across all customer and account events, understand customer sentiment across all interactions, and analyze data to deliver hyper-personalized experiences. Real-time offers allow for down-to-the-second customer engagement, and Shinhan Bank serves customers tailored offers in real time by analyzing 120 million digital logs daily. As a result, the bank experienced improvements in loyalty with contract extensions and growing loan portfolio. Shinhan Bank now engages customers in context, and the response to offers improved three-fold.