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Perspectives | Case Study

Co-creating a Unified Customer 360 Platform to Drive Faster, Smarter Banking Engagement

Read | Aug 14, 2025

Download Case Study

AUTHOR(s)

A WNS Perspective

Summary

WNS enabled a leading retail bank to unify fragmented customer data into a single, actionable Customer 360 platform – enhancing agent productivity, regulatory compliance and engagement outcomes.

WNS collaborated with a leading banking and financial services company to develop a real-time Customer 360 platform, integrating identity, risk, loyalty and transaction data across touchpoints. The engagement addressed service delays and missed cross-sell opportunities caused by siloed data, empowering agents and managers to deliver faster, more personalized experiences.

The Impact

% reduction in agent handling time with unified, real-time customer view

Improved compliance through transparent access to historical and identity records

Stronger engagement via intelligent product recommendations and outreach

Learn more about WNS’ Appian-powered hyperautomation capabilities

The Challenge

Siloed Data. Slower Service. Missed Revenue Opportunities.

Customer information – such as risk scores, ID, phone records, KYC, loyalty and transactions – was scattered across systems. This fragmentation slowed issue resolution, impacted service quality and hindered personalized engagement. The bank’s relationship managers lacked a consolidated view to drive cross-sell, upsell or retention strategies effectively.

The Solution

Real-time, Actionable Intelligence in a Unified View

WNS built a comprehensive Customer 360 platform that consolidated fragmented data and provided a holistic customer view by:

Creating a single dashboard that integrated national ID, risk scores, loyalty metrics and transaction history
Adding summary pages for quick, at-a-glance customer snapshots
Deploying a behavior-driven product recommendation engine to support targeted offers
Incorporating a lead management module for efficient inquiry tracking and resolution
Tailoring real-time dashboards for service agents and business managers

The Future-ready Shift

With WNS’ Customer 360 platform, the bank shifted from reactive service to proactive engagement. The solution empowered agents to serve smarter, reduced service delays and helped the business unlock new revenue opportunities with data-backed insights.

Discover What’s Possible with WNS