Danske Bank taps Backbase to enhance its digital customer experience

By Gloria Methri

Backbase, the Engagement Banking specialist has signed an agreement with Danske Bank, one of the leading Nordic banks in Copenhagen, Denmark. This agreement provides Danske Bank with access to Backbase’s Engagement Banking Platform, which will progressively be implemented across its digital channels in the coming years.

The move will enable Danske Bank to offer its customers an improved digital customer experience, as the enhanced flexibility allows it to tailor its business operations around customer journeys.

Frans Woelders, Chief Operating Officer at Danske Bank, said, “This engagement is a 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 are one of the ambitions in Danske Bank’s Forward ’28 strategy, and the agreement with Backbase is the next step towards achieving that ambition.”

Backbase’s Engagement Banking Platform plays a pivotal role in achieving Modernization and simplification of the existing IT landscape by reducing the number of silo-ed channel applications.  It is a mobile-first engagement model, establishing a customer-centric approach, and seamlessly guiding customers between automated and expert advice.

It is a unified platform, consolidating data, business logic, and workflows into a single, customer-centric platform for efficient journey orchestration, benefiting both customers and bank employees. It provides agility and freedom, enhancing flexibility to swiftly implement business capabilities and adapt to evolving market dynamics.

Christian Bornfeld, Head of Personal Customers and Financial Crime Risk and Prevention at Danske Bank, said, “This platform will allow us to take our interaction with customers through 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 personalization for our customers with great insights, increased proactivity, and easy access to assistance and advice.”

Jouk Pleiter, Founder and CEO of Backbase, shared, “We are thrilled to announce the engagement with Danske Bank, a visionary collaboration set to redefine the future of banking. Together, we will execute a bank-wide, digital transformation program and elevate Danske Bank’s customer experience to new heights.”