Skandia: Empowering financial customers through personalized experiences

In today’s financial world, customer experience has become everything. People want simple, fast, secure solutions that just fit into their lives without making things harder.

For Skandia, a leading provider of long-term savings and investment solutions, this shift is also a chance to go deeper with their purpose: helping people feel financially empowered so they can make better choices and live the life they actually want. Not just the life that happens to them.

With more than 65 years of experience, the company is still transforming how it connects with customers, blending its history of trust with new digital strategies that make finance feel closer to everyday life.

In this conversation, Julián Guevara shares how the company is reshaping the financial experience through hyper-personalization, new communication channels, and a vision that puts people first.

Hyper-personalization: Guiding customers toward financial well-being

People’s relationships with money are deeply personal. Everyone has different goals, different stages of life, and different financial realities.

At Skandia, that diversity is where they start when designing better experiences. The goal is to understand where each customer is in their life and meet them there with solutions that actually fit.

Hyper-personalization isn’t just about slicing audiences into segments. It’s about understanding a person’s context and helping them make smarter financial decisions that line up with what they actually want out of life.

Digital experiences in a region that demands immediacy

Across Latin America, digital expectations are shifting fast. People want immediacy, simplicity, and speed in every interaction. But in finance, there’s a delicate balance to strike: delivering seamless experiences without letting security slip.

For Skandia, designing digital experiences is about finding that balance. Technology should make complex processes simpler while keeping the trust people need when they’re managing their money.

Connecting with new generations of users

After more than six decades in the market, Skandia has built deep relationships with generations of customers who value its history and reliability. But today brings a new challenge: connecting with younger people who might not know that legacy at all.

So the company has had to rethink its communication model, shifting its language, its channels, its approach to different generations, while making financial concepts that can feel intimidating feel more accessible, simpler, more relevant.

Financial education becomes a key tool here: helping younger generations understand that the decisions they make today can change everything about their future.

Where conversations happen

In Latin America, one channel dominates digital communication: WhatsApp. More than just an app, it’s woven into the daily lives of millions of people.

For Skandia, that’s a strategic opportunity. A chance to bring financial services into a space people already know and trust.

For Julián, the key is integrating naturally into these conversational spaces, meeting customers where they already are with useful, relevant, timely information.

UX as a bridge between strategy and people

At Skandia, the user experience team does so much more than visual design. UX has become a strategic function inside the organization, helping align business decisions with what customers really need.

The team connects different parts of the company, identifying challenges, understanding pain points, and guiding decisions that keep the end user and their satisfaction at the center of everything. More than designing interfaces, the goal is to design decisions that create real impact, for the customer and for the business.

Infobip: A partner for end-to-end customer journeys

For Skandia, the customer relationship doesn’t start or stop at any single point in the funnel. It’s about supporting people through their entire financial journey.

This end-to-end vision lets the company treat customer experience as a continuous process, where every interaction builds long-term trust and value.

Today, Infobip helps Skandia stay connected with customers through transactional communications that support important moments throughout their financial experience.

These include:

• Access confirmations for portals and digital assets
• Notifications related to app or portal activity
• Investment contribution confirmations
• Withdrawal or financial transaction confirmations

These messages do more than serve an operational purpose. They reinforce transparency, security, and trust in every interaction.

Trust as the true measure of success

In the financial world, trust is everything. It’s what drives retention, strengthens loyalty, and deepens the value of long-term relationships.

For Skandia, building trust means delivering clear, secure, consistent experiences at every single touchpoint.

In an industry that’s becoming larger and more diverse across Latin America, the challenge is no longer just offering financial products. It’s helping people connect those products with what they want their lives to look like.

As the financial sector keeps evolving across the region, personalized experiences, intelligent communication, and technology will keep playing a key role in bringing financial institutions and people closer together.

And when technology is combined with purpose, trust, and a user-centered vision, finance stops being just about numbers. It becomes a real tool for improving people’s lives.