Case Study: NCBA Bank improves personalized customer engagement and reduces churn with Oracle Cloud

NCBA Bank gives personalized service using Oracle Cloud

NCBA Bank, an East African financial services conglomerate serving 32 million customers, needed to replace fragmented marketing and CRM processes with a more personalized customer experience. To modernize its digital banking and improve return on marketing investment, NCBA Bank turned to Oracle for integrated customer experience and marketing tools, including Oracle Responsys Campaign Management, Oracle Infinity Behavioral Intelligence, and Oracle Data Management Platform.

Oracle implemented a connected, data-driven marketing approach that let NCBA Bank track customer journeys, automate personalized outreach, and target messages by segment. The results were strong: email open rates improved by 200%, customer churn fell by 20%, and qualified leads doubled, while NCBA also reported better engagement and clearer revenue impact from its campaigns.

NCBA Bank

Joseph Githinji

Customer Value Management Strategist