Case Study: Grupo Financiero Banorte achieves personalized customer engagement and higher efficiency with IBM analytics and decision management

A foundation of analytics and personalized engagement build a customer-centric business model

Grupo Financiero Banorte, a major Mexican financial institution, faced the challenge of maintaining personal customer connections after a period of rapid growth and acquisition. They partnered with IBM to infuse their frontline processes with deep customer insights in order to improve engagement and retention across multiple channels.

IBM implemented a solution using its analytics and personalization tools, including IBM InfoSphere Master Data Management and IBM Campaign, to build a customer-centric business model. This allowed Banorte to deliver precise, personalized interactions and use "next best action" algorithms to guide representatives. As a result, IBM's solution helped Banorte expect a USD200 million bottom-line benefit within 24 months, combining significant cost reduction with new revenue, while also boosting operating efficiency by 40 percent.

Grupo Financiero Banorte

Alejandro Valenzuela del Rio

Chief Executive Officer