Credit Agricole Builds Customer Trust with Real-Time Personalization Powered by HCL Unica
What we achieved
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Speed to market
with millisecond decisioning
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Poland #2 in Customers satisfaction
by lifting customer trust & loyalty
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Scaling personalization
for 2.3M customer
To who
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Industry Financial
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Products: HCL Unica
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Region Europe
Overview
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Part 1
Challenge
Credit Agricole needed to move beyond marketing noise to build trust. This required real-time, precise personalization across channels, demanding faster IT-business alignment and millisecond decisions.
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Part 2
Solution
A unique CRM-tribe united business and IT, using HCL Unica to process streaming signals and make decisions for hyper-contextual, real-time in-app offers.
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Part 3
Results
HCL Unica improved time-to-market and IT-business collaboration. Custom, real-time offers at scale earned deeper customer trust, strengthening relationships through outcomes-focused personalization.
The Challenge
From noise to clear messaging
Credit Agricole Poland, serving 2.3 million customers, aimed to move beyond traditional marketing tactics and build lasting relationships based on trust. The bank needed a way to deliver precise, relevant, and timely communications across its digital channels. Their core challenge was to translate vast amounts of customer data into meaningful, in-the-moment interactions without being intrusive. They required a platform that could support rapid decision-making and break down silos between their business and IT teams to accelerate innovation.
How Credit Agricole Builds Customer Trust in Real-Time with HCL Unica
A bank should never chase attention. It should earn trust with intelligence, not intrusion. Customers don't stay because you're clever. They appreciate when you are precise, when you catch the right moments, and you are honest with them."
Jakub Jurdziak, Tech Tribe Leader, CRM, Credit Agricole Polska
The Solution
Real-time, contextual personalization
To achieve its vision, Credit Agricole established a unique 60-person "CRM Tribe," bringing together IT and business professionals to design and deploy customer journeys collaboratively. This agile structure is powered by HCL Unica. Using it, the team can process streaming customer signals in real time and make decisions in milliseconds. This capability allows them to deliver hyper-contextual offers directly to their customers within their mobile app and online banking platforms. For example, if a customer logs into the app at an airport, the system can instantly present an offer for travel insurance. Similarly, during a money transfer, a customer might receive a timely prompt about a relevant savings or investment product. This shift from broad campaigns to intelligent, event-driven interactions ensures every communication is relevant and valuable.
For us, every click tells a story. There’s these Magical moments where we know what you need before you know you need it. We sometime make an offer ahead of the need of the customer"
The Results
Faster, smarter, stronger customer relationships
By implementing HCL Unica, Credit Agricole Poland transformed its marketing from creating "noise" to earning trust. The platform has enabled the bank to significantly improve its time-to-market for new customer campaigns and journeys. The unified CRM Tribe can now focus on business strategy and customer value rather than technical constraints, fostering better collaboration and faster innovation. Most importantly, the ability to deliver precise, helpful offers at the exact moment of need has deepened customer relationships, positioning the bank as a reliable and attentive financial partner.
About the company
Credit Agricole Bank Polska is a universal bank headquartered in Wrocław and part of the international Crédit Agricole Group. It serves approximately 2.3 million customers in Poland through a nationwide network of around 400 branches and employs over 4,000 people.
The bank provides a full range of retail, corporate, SME, and agricultural banking services, with a particularly strong position in consumer finance, where it is recognized as a key market player. It combines traditional relationship banking with digital services, focusing on long-term customer engagement and accessible, multi-channel financial solutions.
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