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Westpac Relies on Teradata Insights to Enhance Customer Experience

October 24, 2014

The interest in Big Data is intensifying as organizations find themselves inundated with an overload of information and realize that they are missing out on something by not leveraging the value that lies within proper analyzing it. Westpac Banking Corporation (Westpac), not willing to lose out on any opportunity to improve customer experiences, has joined hands with Teradata, the big data and analytic specialist to extract the value of the insights it can glean from a deeper understanding of customer interactions and behavior.


One of Australia’s oldest banks, Westpac selected Teradata's Unified Data Architecture, which gives organizations an enterprise view of all customer interactions and the Teradata Aster Discovery portfolio that accelerates the discovery of business insights from all data to assist in better serving its customers. It also used Teradata Aster nPath and graph analyses to uncover patterns in very large datasets, something that was previously not possible.

With nearly 12 million customers, Westpac has a history of using a customer-centric approach in all of its operations. In fact, its customer engagement strategy is rooted on improving all aspects of the customer experience through personalized offers and services. It is why Teradata's solutions were deemed as key for heping Westpac source new data as well as develop new insights that could be used to reduce instances of loss and fraud.

Using the Teradata Aster Discovery Platform, customers can rapidly take advantage of all types of data and advanced analytic methods, while the Teradata Unified Data Architecture will enable IT to more rapidly test, process and provision the new, large and disparate data sources for the business to access.

“We’ve been able to combine these new data sources with our existing ones and test new technology such as Hadoop,” noted Rachel Rohrlach, executive manager, CRM Capability, CRM&D, AFS Strategic Marketing at Westpac.

Working together, the two solutions will thus organizations to capture, deploy, support, manage, and seamlessly access all their data, get an enterprise view of all customer interactions, help spot new opportunities, minimize risk and reduce cost – with minimal speed and minimal effort.

Westpac also noted that its business users, supported by Teradata’s business analysts, industry and data science consulting team, are rapidly producing new and powerful customer insights. “After only three weeks, the customer insight we are getting from Teradata Aster is amazing,” observed Karen Ganschow, general manager, Customer Relationship Marketing and Digital at Westpac, in her keynote presentation at Teradata Universe in Prague in April 2014.

Rohrlach had explained that the Teradata platform will “focus on business outcomes, not solely on technology,” and the technology is already delivering on that business promise.




Edited by Peter Bernstein



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