Case Study: United Overseas Bank boosts customer satisfaction and engagement with Personetics

How UOB Increased Customer Satisfaction and Engagement Rate

United Overseas Bank (UOB), one of Asia’s leading financial institutions, wanted to increase customer engagement, retention, and loyalty across its digital banking channels by delivering a more personalized, proactive experience. To do that, UOB turned to Personetics and its AI-driven insights platform, including the Personetics Engagement Builder, to make its Mighty digital banking app more relevant to each customer’s financial life.

With Personetics, UOB quickly launched more than 100 out-of-the-box insights and created about 70 custom insights in the first three months, all with minimal IT support. The results included insight ratings averaging 2.6 out of 3, reach to more than 65% of the active digital base, and 83% of surveyed Mighty users reporting high satisfaction, up 16% from before Mighty Insights. UOB also saw strong conversion from custom campaigns, including salary-crediting and card usage offers, showing clear gains in engagement and ROI.

United Overseas Bank

Aaron Chiew

Head of Digital and Mobile