Instrumented Interconnecteds Intelligent

Alejandro Valenzuela, CEO, Grupo Financiero Banorte

By Alejandro Valenzuela

Not many companies can say they’ve been in business for more than a century. As the CEO for Grupo Financiero Banorte, better known as Banorte – Ixe, one of Mexico’s largest banks, I’m proud to say we’ve been serving our customers since 1899. You can imagine how many changes Banorte–Ixe has gone through the course of 114 years—where the exchange of monies once came in the form or bartering and loans were handwritten on paper, banking is now marked by national currencies and automatic tracking through intricate technology systems. Today’s banking industry looks and operates in a very different way to how we began.

Every transformation we’ve underwent as a company has been in response to the changing needs of our customers. We started as a very small local bank in Monterrey, and here we are, 2013, as the third financial institution in México. We find our business undergoing yet another shift, but again, with the same focus in mind: our customers.

Over the next 10 years, Banorte–Ixe will partner with IBM to create the best experience our clients will have witnessed over the past century. Through the utilization of Big Data, analytics, cloud, social business technologies and marketing automation capabilities, we are confident that this new era for our institution will transform and improve customer attraction, satisfaction and retention.

In fact, Banorte–Ixe is the only national bank that is still controlled and operated by Mexicans. There’s a reason for that—no one knows and understands our customers better than we do.

That’s why as we dive deeper into a world marked by digital interactions, Banorte – Ixe, as a company must provide those same experiences to our customers. Whether a customer is visiting a local branch, using the neighborhood ATM or signing onto our online banking tool, we want their experience to be a personalized one.

In the banking environment, every single transaction we make with a customer is a piece of information. Banking is unique in the sense that our industry already has an enormous amount of unstructured and structured data at hand—and in Banorte–Ixe’s case, more than a century worth of data. In light of this, we plan to capitalize on all this information to make sure we’re offering our customers personalized and superior services they not only expect, but that they clearly deserve.

While Banorte–Ixe is focused on creating the best possible experience for our customers, we also want to improve our own internal operations, how we function as a company, and how our more than 25,000 employees interact with our customers. This partnership with IBM will support our institution to improve organization-wide efficiencies, and help us advance our strategic goals to increase profits.

This partnership goes beyond technological innovation; it implies a significant change in our way of thinking and a profound processes transformation. We want to become one of the best banks in the world, in terms of personalized services.

At Banorte–Ixe, we will continue to invest in talent, infrastructure and in technological tools necessary to attract, retain and serve our customers by offering value enhancing financial services. With our customers at the center of every decision we made, we continue to keep them at the core, as they are the ones that truly decide with which institution they will choose to undertake their financial services. We want to strike to be their best option.

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January 7, 2014
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[…] company that is redefining the customer experience is leading Mexican bank, Banorte. IBM is working with Banorte to create a new model for customer-centric banking – one that brings […]


Posted by: Exceptional Customer Experience: The New Competitive Battle Ground A Smarter Planet Blog
 
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