Case study: Grupo Financiero Banorte, S.A.B. de C.V.

Building a customer-centric business model

When banks grow fast, it’s easy to lose personal connections. Banorte has implemented new solutions to deliver precise and personalized customer interaction, all at scale. These omnichannel solutions resulted in an estimated bottom-line benefit of $200 million (USD) in just 24 months.

Case study: Wespac New Zealand Ltd.

Putting unprecedented banking power in customers’ hands transforms mobile banking

Newly implemented customer-focused features are helping increase online and mobile banking use month over month, making the bank’s digital usage one of the highest globally. Monthly operating costs were reduced by 60 percent.

Case study: Dollar Bank, Bank of Montreal and ING Bank

Banks know that they need to change how they engage with their customers

Each bank created an always-on omnichannel presence powered by data and analytics to deliver relevant experiences to their customer in order to improve customer engagement and experience.


With a solid omnichannel infrastructure, you can create faster innovations and superior user experience in individual channels, including online and mobile banking, ATM banking, brick and mortar branches, and the customer service center.

How it works

Built on the foundation of a multi-channel architecture and driven by analytics, this omnichannel solution integrates the user experience, allowing you to:

  • Improve customer satisfaction and reduce IT costs.
  • Understand and adapt instantly to what customers are saying and doing.
  • Better anticipate customer needs to deliver more relevant and timely offers.
  • Create a consistent brand experience for the customer.

The benefits

Omnichannel solutions from IBM help you understand and adapt instantly to what customers are saying and doing, so you can deliver the kinds of experiences and offerings they want before customers even know they want them.

Additional resources

Banking redefined: Disruption, transformation, and the next-generation bank
Learn how traditional banks need to transform in order to meet industry demands and overcome new challenges.

ING Direct Australia turns to IBM to engage younger online and mobile banking consumers
ING attracts new customers by managing their daily expenses and helping plan their financial future while on the go.

Get started

Speak with an IBM Financial Services expert.

Explore related solutions and topics

IBM Commerce for Banking
Turn your focus to consumer engagement and relationship management.

IBM Content Manager OnDemand on Cloud
Enable electronic capture of reports, policies, statements, bills, explanation of benefits and other correspondence.

MobileFirst for banking and financial markets
Empower financial advisors and mortgage officers with the right data to grow client relationships.