Case Study: BNP Paribas Fortis achieves stronger data security and personalized omnichannel engagement with Selligent Marketing Cloud

BNP Paribas Fortis boosts customer satisfaction with Selligent

BNP Paribas Fortis, Belgium’s largest bank, faced rapidly evolving cross‑channel customer expectations and growing digital traffic (about 300,000 visitors per day). The bank needed a secure, centralized way to manage customer data and deliver consistent, personalized experiences across web, mobile, contact center and branch channels while preserving a human touch.

By implementing Selligent Interactive Marketing and building a marketing data warehouse, BNP Paribas Fortis centralized data, linked web forms and contact‑center workflows, and enabled secure, personalized email, mobile and web interactions with behavioral targeting. The integration strengthened data security, increased relevancy and engagement (including fast mobile adoption), streamlined acquisition and fulfillment, and improved overall customer satisfaction and cross‑channel consistency.

BNP Paribas Fortis

Eva Borms

CRM Manager