CUSTOMER SUCCESS STORY BANK NEGARA INDONESIA: IMPROVING CUSTOMER EXPERIENCES, CUTTING COSTS, OPTIMIZING DATA ANAL YTICS Bank Negara Indonesia: Improving customer experiences, cutting costs, optimizing data analytics Challenge Indonesia’s banking landscape is immensely competitive, with over 1,700 banks and a wide selection of digital banking options for customers. About 78 percent of Indonesian customers currently use digital banking actively, whether it is via online or mobile channels. With the rise of private banking and digital engagement, it is imperative for state-owned banks to enhance their offerings to remain competitive. To meet the fast-changing needs of millennials, BNI had to hyper-personalize its services by offering relevant retail banking solutions to its current business

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