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PegaWorld 2019: How Swedbank engages customers in an omni-channel world

Swedbank's strategy is firmly based on being an accessible full-service bank, providing offerings based on their customers needs and expectations, with low risk and high cost efficiency. They are aiming that customers should be able to handle all their daily banking digitally, but also be able to get personal, customized help at all channels. To achieve this they have realized that they must become better at transforming customer data into customer insights, in order to provide tailor-made services, products and offerings.


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