Backbase and Unblu have recently joined forces in a partnership signaling a shift in how digital banking operates. This collaboration brings Unblu’s conversational engagement tools, such as live chat, video, voice calling, co-browsing, and chatbot solutions, into Backbase's banking platform. It’s an intriguing move that may redefine the way we approach customer interaction in the financial sector.
The Context and Need for Change
Online banking has advanced significantly in the past decade. Yet despite these advances, one thing remains unchanged: customers often need human assistance, particularly in complex or high-stakes situations. Automated solutions alone can feel cold and detached, leading to dissatisfaction. As someone who has run multiple tech startups, I can say that missing that human element often translates to lost trust and, inevitably, lost customers.
According to a 2024 McKinsey analysis, over 60% of financial institution customers prefer a mix of self-service tools and human support during digital journeys. In this light, the partnership makes perfect sense, promising banks a way to deliver seamless transitions from automated systems to human engagement, all while keeping user experiences streamlined.
Key Features of the Partnership
Here’s what Backbase and Unblu are promising their users:
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Conversational Engagement Suite
Customers will be able to access live chats, initiate video or voice calls, and use co-browsing capabilities. For example, if someone struggles to complete a loan application, they can instantly share their screen with a bank representative for live guidance. -
Unified Employee Workbench
Instead of toggling between multiple systems, customer service agents will benefit from a centralized workbench that brings together customer data, systems tools, and interaction records. This means fewer headaches for staff and faster assistance for customers. -
AI-Powered Support
Chatbots will handle routine queries, filtering out simple tasks and escalating complex matters to human agents only when necessary. This approach keeps employees focused on more meaningful tasks. -
Security & Compliance
The integration ensures secure, encrypted communication and adherence to data privacy laws, vital for maintaining trust in an era of cyber threats.
Why This Partnership Caught My Attention
As a founder of a startup centered on blending game design with entrepreneurship, I see parallels in how digital services must evolve. Today’s users expect immediacy, relevance, and personalization. Like Backbase and Unblu, I prioritize user engagement, aiming to meet and adapt to customers’ shifting needs in real time.
In the context of banking, think about how people interact with fintech startups. Neobanks are gaining momentum because they offer sleek yet functional experiences tailored to millennial and Gen-Z consumers. Traditional banks need to catch up, and partnerships like this may give them that competitive edge.
Challenges to Avoid
Before implementing these solutions, banks must tread carefully. Here’s where mistakes could happen:
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Overloading Staff With Tools
Introducing a new system will mean nothing if employees don’t receive adequate training. Frontline staff need to feel confident with the new tools, or adoption will falter. -
Inconsistent Customer Journeys
If the transition between automated tools and human support isn’t smooth, users will identify the gaps immediately. Poor execution could even harm the relationship further. -
Ignoring Metrics
Success lies in measuring interaction outcomes. For instance, tracking the reduction in customer queries or the increase in first-contact resolution rates can indicate whether this collaboration delivers. -
Forgetting Accessibility Needs
Not everyone communicates in the same way. Banks must ensure these tools are usable for customers with varying abilities.
How Can Businesses Prepare for Similar Upgrades?
If you’re considering introducing dynamic tools like Backbase and Unblu, here’s my advice:
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Talk to Your Users First
Gather feedback to understand what they find most frustrating about your current processes. Use real-world user struggles to guide your priorities. -
Pilot and Test Extensively
Don’t rush. Implement changes with a pilot group before rolling them out broadly. Collect extensive data, analyze trends, and listen to on-the-ground challenges. -
Train, Train, Train
People are the linchpin of success. Whether it’s your customer service reps or your IT department, investing in their training ensures they gain confidence. -
Start Small
Maybe you’re not yet ready for the full conversational engagement stack. Pick a single tool (like live chat) and see how it impacts the business.
Looking Ahead
Even five years ago, this kind of collaboration might have seemed unnecessary, given that self-service technology was all the rage. But the future belongs to businesses that understand when and where to offer a human connection, and Backbase partnering with Unblu outlines a blueprint of what’s possible.
Banks, like startups, often forget that customers are not just account numbers, they are real people looking to be understood and supported. As we continue embracing new technologies, human empathy must remain at the core of business models. For entrepreneurs reading this, let these technologies inspire you. But remember, the ultimate goal isn’t just to be faster or flashier, it’s to help, connect, and build lasting trust.
FAQ
1. What is the Backbase and Unblu partnership about?
Backbase and Unblu partnered to integrate Unblu's conversational engagement tools such as live chat, video, voice calling, co-browsing, and chatbots into Backbase’s banking platform, aiming to blend seamless digital banking with human assistance. Learn more about Backbase and Unblu Partnership
2. How does this integration improve customer banking experiences?
The partnership enables seamless transitions between automated systems and human interactions, allowing customers to receive tailored assistance for complex processes without leaving the platform. Explore Backbase's Unified Banking Enhancements
3. What features are included in Unblu's tools within the Backbase platform?
Unblu’s tools integrated into Backbase include live chat, video and voice calls, co-browsing functionalities, and AI-driven chatbot solutions. Discover Unblu’s Conversational Suite
4. How do employees benefit from the partnership?
The unified employee workbench centralizes customer data, interactions, and tools, empowering staff with real-time customer insights and enhancing their efficiency in resolving queries. Learn about Backbase’s Unified Workbench
5. Is the platform secure for customer interactions?
Yes, the integration ensures encrypted communications and adheres to stringent compliance and data privacy regulations to maintain customer trust. More on Backbase's Secure Digital Banking
6. What challenges does this collaboration address for banks?
It addresses the inconsistencies in customer journeys and the coldness of purely automated systems by marrying digital convenience with human connection, offering personalized experiences. Understand the Challenges and Solutions
7. Can banks customize the tools they implement?
Yes, financial institutions can tailor the implementation of Unblu’s tools, selecting individual capabilities or the full suite to meet their needs. Learn how Backbase Customization Works
8. When will this integration be available?
The integrated solution will be globally available to Backbase client banks in early 2026. Explore Availability Details
9. What is co-browsing and how does it help customers?
Co-browsing allows customers to share their screen with bank representatives for live guidance, making it easier to complete complex tasks like loan applications. Discover Co-Browsing Benefits
10. Are there examples of practical use cases for this integration?
Some use cases include digital onboarding, wealth management consultations via video, hybrid branch experiences, and AI handling routine queries while escalating complex issues to human agents. Check Examples of Backbase-Unblu Use Cases
About the Author
Violetta Bonenkamp, also known as MeanCEO, is an experienced startup founder with an impressive educational background including an MBA and four other higher education degrees. She has over 20 years of work experience across multiple countries, including 5 years as a solopreneur and serial entrepreneur. Throughout her startup experience she has applied for multiple startup grants at the EU level, in the Netherlands and Malta, and her startups received quite a few of those. She’s been living, studying and working in many countries around the globe and her extensive multicultural experience has influenced her immensely.
Violetta Bonenkamp's expertise in CAD sector, IP protection and blockchain
Violetta Bonenkamp is recognized as a multidisciplinary expert with significant achievements in the CAD sector, intellectual property (IP) protection, and blockchain technology.
CAD Sector:
- Violetta is the CEO and co-founder of CADChain, a deep tech startup focused on developing IP management software specifically for CAD (Computer-Aided Design) data. CADChain addresses the lack of industry standards for CAD data protection and sharing, using innovative technology to secure and manage design data.
- She has led the company since its inception in 2018, overseeing R&D, PR, and business development, and driving the creation of products for platforms such as Autodesk Inventor, Blender, and SolidWorks.
- Her leadership has been instrumental in scaling CADChain from a small team to a significant player in the deeptech space, with a diverse, international team.
IP Protection:
- Violetta has built deep expertise in intellectual property, combining academic training with practical startup experience. She has taken specialized courses in IP from institutions like WIPO and the EU IPO.
- She is known for sharing actionable strategies for startup IP protection, leveraging both legal and technological approaches, and has published guides and content on this topic for the entrepreneurial community.
- Her work at CADChain directly addresses the need for robust IP protection in the engineering and design industries, integrating cybersecurity and compliance measures to safeguard digital assets.
Blockchain:
- Violetta’s entry into the blockchain sector began with the founding of CADChain, which uses blockchain as a core technology for securing and managing CAD data.
- She holds several certifications in blockchain and has participated in major hackathons and policy forums, such as the OECD Global Blockchain Policy Forum.
- Her expertise extends to applying blockchain for IP management, ensuring data integrity, traceability, and secure sharing in the CAD industry.
Violetta is a true multiple specialist who has built expertise in Linguistics, Education, Business Management, Blockchain, Entrepreneurship, Intellectual Property, Game Design, AI, SEO, Digital Marketing, cyber security and zero code automations. Her extensive educational journey includes a Master of Arts in Linguistics and Education, an Advanced Master in Linguistics from Belgium (2006-2007), an MBA from Blekinge Institute of Technology in Sweden (2006-2008), and an Erasmus Mundus joint program European Master of Higher Education from universities in Norway, Finland, and Portugal (2009).
She is the founder of Fe/male Switch, a startup game that encourages women to enter STEM fields, and also leads CADChain, and multiple other projects like the Directory of 1,000 Startup Cities with a proprietary MeanCEO Index that ranks cities for female entrepreneurs. Violetta created the "gamepreneurship" methodology, which forms the scientific basis of her startup game. She also builds a lot of SEO tools for startups. Her achievements include being named one of the top 100 women in Europe by EU Startups in 2022 and being nominated for Impact Person of the year at the Dutch Blockchain Week. She is an author with Sifted and a speaker at different Universities. Recently she published a book on Startup Idea Validation the right way: from zero to first customers and beyond, launched a Directory of 1,500+ websites for startups to list themselves in order to gain traction and build backlinks and is building MELA AI to help local restaurants in Malta get more visibility online.
For the past several years Violetta has been living between the Netherlands and Malta, while also regularly traveling to different destinations around the globe, usually due to her entrepreneurial activities. This has led her to start writing about different locations and amenities from the POV of an entrepreneur. Here’s her recent article about the best hotels in Italy to work from.
About the Publication
Fe/male Switch is an innovative startup platform designed to empower women entrepreneurs through an immersive, game-like experience. Founded in 2020 during the pandemic "without any funding and without any code," this non-profit initiative has evolved into a comprehensive educational tool for aspiring female entrepreneurs.The platform was co-founded by Violetta Shishkina-Bonenkamp, who serves as CEO and one of the lead authors of the Startup News branch.
Mission and Purpose
Fe/male Switch Foundation was created to address the gender gap in the tech and entrepreneurship space. The platform aims to skill-up future female tech leaders and empower them to create resilient and innovative tech startups through what they call "gamepreneurship". By putting players in a virtual startup village where they must survive and thrive, the startup game allows women to test their entrepreneurial abilities without financial risk.
Key Features
The platform offers a unique blend of news, resources,learning, networking, and practical application within a supportive, female-focused environment:
- Skill Lab: Micro-modules covering essential startup skills
- Virtual Startup Building: Create or join startups and tackle real-world challenges
- AI Co-founder (PlayPal): Guides users through the startup process
- SANDBOX: A testing environment for idea validation before launch
- Wellness Integration: Virtual activities to balance work and self-care
- Marketplace: Buy or sell expert sessions and tutorials
Impact and Growth
Since its inception, Fe/male Switch has shown impressive growth:
- 5,000+ female entrepreneurs in the community
- 100+ startup tools built
- 5,000+ pieces of articles and news written
- 1,000 unique business ideas for women created
Partnerships
Fe/male Switch has formed strategic partnerships to enhance its offerings. In January 2022, it teamed up with global website builder Tilda to provide free access to website building tools and mentorship services for Fe/male Switch participants.
Recognition
Fe/male Switch has received media attention for its innovative approach to closing the gender gap in tech entrepreneurship. The platform has been featured in various publications highlighting its unique "play to learn and earn" model.
