How Itaú Unibanco saves time, scales insights, and delivers better banking experiences with Dovetail
2,000+
Dovetail projects conducted annually
1,000+
Dovetail users
55M+
customers in South America
Itaú Unibanco, South America's largest and most innovative bank, is on a mission to continuously evolve and deliver an unparalleled experience to its clients. This unwavering dedication sets them apart—fueling impressive growth and enduring success. The award-winning Brazilian bank adopts simpler processes and faster delivery of intuitive products and services—from in-person branch experiences to tailored digital banking services for every type of client, including individual banking needs, investment and brokerage, and more extensive business endeavors.
To uphold this customer-centric ethos, Itaú Unibanco collects an immense volume of qualitative customer data, from the vast research they do in-house and with help from agencies. Since 2022, Itaú Unibanco has partnered with Dovetail, embracing an innovative approach to transform customer intelligence into award-winning banking products and experiences. With over 2,000 projects produced annually, thousands of hours of customer data, and more than 1,000 users in Dovetail, Itaú Unibanco continues to champion their clients by democratizing customer intelligence across their entire organization.
For us, the value of Dovetail is efficiency. And with the AI features, it means we can extract more value from the existing customer data that we already have. It’s very powerful and has changed the way we work.
Renato Cerqueira Leite
Head of Research Operations
01
Using AI to turn complex customer data into answers
Itaú Unibanco is committed to providing the best experiences for its diverse client base, regardless of their financial standing. This commitment drives extensive client discovery across every touchpoint, for in-person branch interactions to intuitive digital products and automated services. Navigating the vast amount of customer data generated from this comprehensive exploration is a significant undertaking. To transform this complex information into readily available and actionable insights for all teams, Itaú Unibanco uses Dovetail.
Dovetail's AI-powered search and contextual chat transforms how Itaú Unibanco's teams engage with their extensive customer data. Mariana and her team can instantly find specific information and interact directly with their findings, whether they're analyzing user behavior for new digital features, understanding market trends, or enhancing customer service across every touchpoint. This immediate access to clear, actionable insights from unstructured data empowers them to act on valuable customer feedback with confidence.
02
Giving 40+ hours back every month with AI-powered efficiency
Since the Brazillian bank is deeply committed to their customers, they maintain their competitive edge by delivering experiences and products for every type of client they serve. The implementation of Dovetail has dramatically streamlined Itaú Unibanco's research processes, leading to faster, more informed product decisions. The platform's ability to automate previously manual tasks has been a game-changer for their efficiency and productivity.
This dramatic reduction in time spent on data analysis, particularly with automated reports, allows Itaú Unibanco's team members to dedicate more time to strategic thinking and putting their findings into action. This efficiency directly accelerates their product roadmap, enabling them to bring new and improved financial products and experiences to market faster.
A team member saved a full day of work with Dovetail’s AI features. Tasks like cleaning Excel files and uploading data used to take hours.
Renato Cerqueira Leite
Head of Research Operations
03
Real-time customer intelligence for every team, all in one place
Itaú Unibanco is dedicated to embedding customer understanding throughout its organization. To achieve this, Dovetail helps democratize access to crucial customer intelligence, fostering a culture where insights are readily available to everyone—beyond just the research team. This approach reduces reliance on a single point of contact, ensuring that product, design, customer experience, and other teams can independently explore and utilize customer feedback.
By centralizing all customer data, Dovetail provides Itaú Unibanco with a single, reliable source of truth. This scalable system is critical for an organization with thousands of users and projects, allowing teams to quickly align, act with confidence, and always keep the customer's voice at their fingertips. This fundamental shift empowers all departments to build client-centric products and experiences efficiently.
There is not an ounce of change that we do without talking with our clients first. Not a new project, not a new functionality, or experience. We test everything by talking to our clients, and we do this all in Dovetail.
Renato Cerqueira Leite
Head of Research Operations
04
Cultivating a customer-centric culture, built on a foundation of trust and compliance
For a financial institution of Itaú Unibanco's scale, the integrity and security of sensitive client data are paramount. Building and maintaining an unwavering client-first approach, especially when incorporating extensive customer feedback, requires a trusted platform. Dovetail meets this crucial need, adhering to the highest standards of enterprise-grade security, robust risk management, and regulatory compliance. Unlike other tools, Dovetail’s AI features are integrated into and operate exclusively within their product infrastructure, so financial institutions like Itaú Unibanco can confidently integrate deep customer insights into every operational decision without compromising security or compliance.
This deep integration of continuously gathered customer feedback, powered by Dovetail AI, ensures Itaú Unibanco continually evolves its offerings, backed by customer intelligence. It solidifies their position as an innovative and customer-focused leader, truly putting their diverse client base at the center of everything they do—a commitment fundamental to their impressive growth and longevity since 2022.
