Case Study: Bank Central Asia achieves personalized, mobile-optimized digital experiences with Sitecore XP

With Sitecore XP, Bank Central Asia revamps its website to provide rich personalized experience for customers

Bank Central Asia, a leading commercial bank in Indonesia serving millions of customers, was constrained by a legacy content management system that made content updates slow, offered little analytics or visitor insight, and lacked personalization, mobile optimization, and cross-channel capabilities. To modernize its digital experience, Bank Central Asia selected Sitecore, implementing Sitecore Experience Platform (XP) along with Sitecore xDB and Sitecore Email Experience Manager (EXM) to gain flexibility, contextual intelligence, and faster content delivery.

Using Sitecore XP, xDB and EXM, Bank Central Asia introduced persona-driven personalization, omnichannel automation and integrated analytics to track visitor journeys and run targeted campaigns. Sitecore enabled a more responsive site (about 60% of visitors access via mobile and more than 15 million mobile visitors in 2016), improved campaign measurement, and powered a direct-marketing EXM campaign that delivered a 10% click-through rate with 6% of recipients requesting a callback — while Sitecore’s omnichannel tools supported effective promotions like the government Tax Amnesty outreach.

Bank Central Asia

Norisa Saifuddin

Head of Marketing Communication