rewrite this title Backbase and Unblu Transform Self-Service Banking into Human-Connected Experiences – Finovate

Backbase and Unblu have forged a new strategic partnership to transform self-service banking into a trusted, human-connected experience that combines the best of both worlds.

The partnership will integrate Unblu’s Conversational Engagement Platform with Backbase’s AI-powered banking solution, adding features such as live chat, voice and video calling, and AI-powered chatbots.

Both Unblu and Backbase most recently appeared on the Finovate stage at FinovateFall 2021 in New York. Backbase is a four-time Best of Show winner that first demoed on the Finovate stage in 2009.

A new strategic partnership between Backbase and Unblu is designed to help transform self-service banking into a trusted, human-connected experience. The two companies will offer a joint solution that combines Unblu’s Conversational Engagement Platform with Backbase’s banking platform, adding features such as live chat, voice and video calling, co-browsing, and AI-powered chatbots.

“Digital banking should never come at the expense of human connection,” Backbase Global VP of Marketplace Mayank Somaiya said. “By embedding Unblu’s collaboration tools into our ecosystem, banks can deliver effortless transitions from automated service to expert guidance, helping customers feel supported throughout their digital journey.”

The goal is to enable customers to transition seamlessly from digital self-service to human-assisted interactions in a single engagement. The solution will enable relationship managers, case workers, and frontline service agents to access the customer’s individual context in order to better serve them. A unified employee workbench connects capabilities that were previously isolated across the bank’s tech stack. This empowers bank employees to deliver seamless human-digital interaction within the Backbase platform, benefit from AI-enhanced productivity that automates routine tasks and produces real-time insights, and maintain complete regulatory compliance via encrypted communications, audit trails, and built-in data residency controls.

Use cases for the joint offering include onboarding and account opening, wealth management, customer service, and enabling hybrid branch experiences. The pre-integrated solution will be available to Backbase customers around the world in early 2026.

“We’re excited to partner with Backbase to help financial institutions deliver the kind of personal, frictionless customer experiences today’s users expect,” Unblu Co-CEO Jens Rabe said. “By bringing our digital interaction tools directly into the Backbase platform, we’re enabling banks to build deeper relationships while maintaining the compliance and security standards they can’t compromise on.”

A Finovate alum since 2009, Backbase is a four-time Finovate Best of Show winner. Based in Amsterdam, Backbase offers an AI-powered banking platform that helps banks modernize their operations across retail, SME, commercial, and private banking, as well as wealth management. Backbase has enabled financial institutions to achieve year-over-year increases in retail transactions by 51%, customer satisfaction rates of 78%, and app onboarding in less than five minutes. Founded in 2003, Backbase forged a partnership with Facilization, a consulting, system integration, and financial services software firm, in October. The company also teamed up with Akkuro, a core banking technology provider, and Prove, a digital identity company, in September. Founder Jouk Pleiter is Backbase’s CEO.

Founded in 2008 and headquartered in Basel, Switzerland, Unblu most recently demoed its technology on the Finovate stage at FinovateFall 2021. At the conference, the company showed how its technology helps 170+ financial institutions around the world deliver an “in-person” experience online. The company’s customers include UBS, Deutsche Bank, and Intesa Sanpaolo, and the firm has forged partnerships with fintechs—and fellow Finovate alums—such as Temenos, Avaloq, Q2, and ebankIT.

Just days after the company announced its partnership with Backbase, Unblu reported that founder and Co-CEO Luc Haldimann would be transitioning into the newly created role of Chief Strategy Officer. Rabe, who joined the company as Chief Marketing Officer and later served as the firm’s Chief Operating Officer, has been serving as Co-CEO and will become the company’s sole CEO as of January 2026.

“Luc built Unblu from the ground up and shaped it into an internationally respected technology leader,” Rabe said. “As CEO, I look forward to continuing the collaboration with Luc in his new strategic role to ensure Unblu remains at the forefront of secure, human-centered digital engagement.”

Photo by Javier M. on Unsplash

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