Overview
One of Brazil’s major retail banks, Banco BMG, prides itself on being a modern, agile, technological, and human bank. When the COVID-19 pandemic created new consumer behaviors amid widespread social isolation, the bank strengthened its focus on offering customer experiences that can flow between digital and physical touchpoints along the purchase journey—a strategy it calls “phygital.” To further this strategy, the bank partnered with consulting firm Blue6ix to connect the digital and physical worlds using insights delivered by Interactions Analytics.