PT Bank Mandiri (Persero) Tbk wins at Asian Experience Awards 2026

The bank upgraded its digital engagement model through unified customer data and generative AI tools.

PT Bank Mandiri (Persero) Tbk won Indonesia Customer Experience of the Year - Banking in the Asian Experience Awards 2026. The financial institution achieved this through an integrated initiative that combined its Customer Data Platform, Livin’ Personalization, and generative artificial intelligence technologies.

Rapid expansion in digital banking transformed customer expectations across Indonesia. Clients demanded seamless, tailored, and contextual services across every digital channel. PT Bank Mandiri (Persero) Tbk addressed these requirements by implementing data-driven systems to predict financial behaviour and improve daily interactions.

Prior to this project, information remained separated across various internal databases. The system made dynamic engagement challenging. PT Bank Mandiri (Persero) Tbk created a Customer Data Platform to consolidate transaction history, digital touchpoints, and demographic details into a unified profile. This architecture enabled accurate decision-making and precise delivery of products.

Building upon these central insights, the organisation introduced Livin’ Personalization within its primary digital application. The feature adjusted user interfaces, provided custom product recommendations, and enabled quick access to frequently used services. Instead of presenting identical options to all users, the platform adapted to individual habits.

PT Bank Mandiri (Persero) Tbk also adopted generative artificial intelligence tools to accelerate the creation of marketing content. By linking these tools with data insights, the company produced tailored campaigns across digital channels. This approach increased campaign response rates and reduced production timelines compared to previous methods.

By connecting data consolidation, digital customisation, and content creation into one connected ecosystem, PT Bank Mandiri (Persero) Tbk established a scalable approach to digital engagement. The strategy boosted average customer transactions, improved digital campaign performance, and generated substantial growth in revenue.

Looking forward, the institution plans to expand predictive analytics and proactive digital tools to maintain seamless service across all customer channels.

The Asian Experience Awards recognises the ingenious initiatives of creative companies delivering meaningful brand experiences. It applauds unique, standout, and innovative experience initiatives launched for clients, potential customers, or employees.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact the awards team at +(65) 3158 1386 or [email protected].