Case Study: Nordea Bank achieves faster, friendlier omnichannel digital banking with the Genesys Customer Experience Platform

Nordea Bank molds digital masterclass with video, mobile and social integration

Nordea Bank, one of Europe’s top 10 financial institutions operating across Sweden, Denmark, Norway and Finland with more than 30,000 employees, faced the need to simplify and expand digital customer connections as clients shifted to mobile, tablet and multichannel interactions. The bank wanted customers to contact them on their own terms—where, when and how—without forcing self‑service deflection or inefficient legacy systems.

By consolidating contact centers onto the Genesys Customer Experience Platform and deploying an omnichannel desktop, workforce optimization, video and chat in mobile and web channels, and social‑to‑messaging routing, Nordea delivered faster, friendlier service and scaled specialist access remotely. The integrated approach reduced agent screen switching, enabled video advisory sessions, let agents intercept and convert social requests to private chat, and improved compliance and operational agility through concurrent licensing and employee engagement controls.

Nordea

Jonas Björkman

Product Owner