SANTANDER

A New Omnichannel Relationship Model for the Bank

CRM & Loyalty CX & Strategy Data & Intelligence Experience Design Technology & Transformation

We redesigned Banco Santander’s customer relationship model to better leverage each customer’s knowledge and context. We defined an omnichannel strategy that integrates contact planning, new visual and verbal branding, a modular “mobile-first” system, and automated, personalized processes powered by data and machine learning. We incorporated measurement and feedback systems to continuously optimize communications.

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