Unifying data to drive more relevant engagement

Making data actionable

43%

improvement in COREid match rate

customers targeted weekly with relevant content

2-5X

higher conversion lift

Building a unified adviser view

To improve engagement, a large U.S. bank implemented Epsilon’s CDP to unify fragmented advisor and customer data.

The platform resolved user identities into persistent profiles and created a 360-degree view of advisors, combining internal data, online behavior and proprietary insights.

This foundation enabled the bank to move from disconnected systems to a coordinated, data-driven approach to advisor engagement.

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Coordinating fragmented experiences

The brand’s customer experience had become fragmented across business units and channels, limiting its ability to deliver cohesive, personalized interactions. As a brand reaching 360+ million people, the scale and complexity of its ecosystem made it difficult to translate data into actionable insight.

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Fixing fragmented data

The bank lacked a consistent view of its advisors, making it difficult to identify intent signals, match users across systems, and deliver relevant experiences.

Internal tools operated without sufficient context, and analytics were not enriched with the insights needed to drive more effective engagement and increase policy sales.

As a result, advisor interactions were less relevant and less effective than they could be.

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Improving engagement

By establishing a unified data foundation and improving identity resolution, the bank significantly enhanced how it engaged advisors and customers.

Advisor identities could be resolved across systems, enabling more consistent experiences
Engagement became more relevant as interactions were informed by real behavioral signals
Conversion performance improved, with 2–5x lift vs. control across products and services

These improvements reflect a shift toward more precise, insight-driven engagement.

An Asian businesswoman holding a phone looks up at a modern blue glass building.

Activating identity signals

At the core of the transformation was the ability to connect disparate identifiers into a single, persistent identity.

The CDP enabled the bank to:

Match advisor and customer identifiers across systems and channels
Enrich existing profiles with additional data and behavioral signals
Identify intent based on digital interactions and engagement patterns
Deliver more relevant content and offers based on eligibility, propensity and prioritization rules

This allowed the bank to activate insights across channels—including digital, branch, and call center—while maintaining a consistent experience.

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