Danske Bank to enhance customer experience with new platform

Danske Bank

Danske Bank enters into an agreement with Backbase, which will enable it to provide its customers with the best digital customer experience and the latest innovative solutions.

The agreement gives the bank access to Backbase’s Engagement Banking Platform that over the coming years will progressively be implemented across our digital channels.

Chief Operating Officer at Danske Bank, Frans Woelders, told Business Times in a statement that this will enable us to offer our customers a continuously improved digital customer experience, as the enhanced flexibility allows us to tailor our business operations around the customer journeys.

“This engagement is testament to our customer focus and our commitment to ensuring the best digital banking experience for the future. A new platform that works across the web, mobile apps and our adviser tools is one of the ambitions in Danske Bank’s Forward ’28 strategy, and the agreement with Backbase is the next step towards achieving that ambition.”

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The engagement lies in direct continuation of our strategy, Forward’28. With the new strategy, we set clear ambitions to strengthen our position as a leading bank in the Nordic region and make significant investments in our customer offerings.

Christian Bornfeld, Head of Personal Customers and Financial Crime Risk & Prevention, says: “This platform will allow us to take our interaction with customers though our digital solutions to the next level and to introduce enhancements at greater speed than ever before. It will thus enable us to provide market-leading convenience and personalisation for our customers with great insights, increased proactivity and easy access to assistance and advice.”

To support the execution of the strategy, as announced on 7 June 2023, we are significantly increasing our annual investments in core capabilities within digital platforms, expert advisory services and sustainability. Combined with the reprioritisation of other investments, this will double our strategic investment level.

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