Case Study: UniCredit achieves closer customer relationships and streamlined reputation management with Talkwalker

UniCredit leverages insights to remain consumer close

UniCredit, a pan‑European commercial bank, faced the challenge of staying close to customers as they shifted rapidly to digital channels and branches were optimized. The bank needed consolidated customer insights to monitor online reputation, track reactions to change, manage crises, and stay aware of industry and competitor activity—needs that intensified during the pandemic-driven acceleration of digitalization.

UniCredit implemented Talkwalker across the group to replace multiple tools and agencies, using the platform for reputation monitoring, communication measurement, and competitive intelligence. The solution simplified their tech stack, improved social and media listening to inform better business decisions at scale, and is being expanded to link customer feedback with third‑party reviews to boost digital reputation, consideration, and sales.

UniCredit

Rikke Raboel

Head of Group Marketing & Communication