Revolutionizing Banking Customer Experience: Combining Liferay DXP and Camunda Agentic Automation

Key Takeaways

• Banks gain the most value when customer-facing experiences and internal automation operate as one connected system.

• Combining Liferay DXP with Camunda’s agentic automation bridges this gap, unifying portals, workflows, and back-end processes.

• A “total experience” approach strengthens customer loyalty, improves employee efficiency, and boosts partner performance.

• Agentic orchestration enables adaptive, AI-informed decision-making while maintaining compliance and auditability.

Transforming Banking by Connecting Every Touchpoint

This integrated model helps financial institutions reduce operational costs, accelerate time-to-market, and deliver seamless, personalized digital experiences.

The banking industry has been talking about digital transformation for years, but for many institutions, transformation still feels fragmented. Teams focus on efficiency behind the scenes or on improving the customer experience at the front – rarely both at once.

But the real magic happens when you seamlessly connect internal automation with how you engage with the outside world. When customer portals, employee dashboards, and partner systems are all working in sync, digital transformation stops being a slogan and starts creating value every day.

Why Customer Experience Is the New Battleground in Banking

Most financial products are now indistinguishable. The same loans, credit cards, and savings rates are available everywhere. The only thing that truly sets one institution apart from another is the experience it delivers.

A seamless, human-centered digital experience can turn a simple transaction into a long-term relationship. Whether it’s opening an account, applying for a credit card, or checking a policy renewal, customers remember the smoothness, not the form fields.

This isn’t theory. It’s reality. Gartner predicts that by 2026, 60% of financial institutions will implement “total experience” strategies that unify customer, partner, and employee experiences. The reason is simple: when every part of your ecosystem works together, customers stay longer, employees work smarter, and partners perform better.

The 360° Approach: Total Experience in Action

The “total experience” mindset means looking at every interaction, customer, partner, and employee, as part of one connected journey.

A customer applying for a loan expects the process to be intuitive and fast. A partner distributing products expects a portal that provides real-time data and visibility. And an employee reviewing an application wants tools that make their work easier, not harder.

When these experiences are orchestrated as one, the results are powerful:

• CDOs and CIOs gain a single, data-driven view of customer and operational performance.

• COOs reduce manual effort, operational costs, and error rates.

• Process architects design smarter workflows that span systems and departments.

• Portal managers deliver seamless, personalized digital channels that adapt instantly to user behavior.
   

The technology behind this isn’t complicated. It’s connected. And that’s exactly what the partnership between Liferay and Camunda brings to the table. By combining Liferay DXP and Camunda’s enterprise agentic automation and orchestration platform it is possible to bridge the gap between front-end experiences and back-end execution. This enables banks to deliver fast, personalized, and intelligent services that customers actually enjoy using.

Five Ways Liferay and Camunda Transform the Banking Journey

Every customer interaction in banking is an opportunity – or a missed one. Here are five everyday scenarios where combining Liferay and Camunda turns friction into flow.

1. Seamless Onboarding: Turning Prospects into Loyal Customers

Getting customers to start a relationship with your bank shouldn’t feel like a paperwork marathon. A smooth onboarding process builds trust right from the start.

With Liferay DXP, banks can personalize landing pages, forms, and offers based on who the user is and how they arrived, whether through social media, a campaign, or a referral. Behind the scenes, Camunda orchestrates credit checks, data validation, and approvals across systems.

The result? A simple, fast onboarding journey that ends not with frustration but with a signature.

Outcome: faster time-to-contract, fewer drop-offs, and happier new customers.

2. Customer Self-Service: Empowering Users While Cutting Costs

Most customers prefer helping themselves – as long as the experience is easy and reliable. In fact, 40% of consumers now prefer self-service over in-person services and 73% of customers prefer to use a company’s website, instead of using social media, SMS and live chat for support (via Superoffice).

With a Liferay-based self-service portal, customers can update their information, manage accounts, and access documents without waiting for support. Camunda’s automation ensures that every change triggers the right process, such as notifying the CRM, updating compliance records, or adjusting policy data.

For banks and insurers, this means fewer calls, fewer errors, and lower operational costs – while customers enjoy 24/7 control.

Outcome: higher satisfaction, reduced support load, and more opportunities for cross-selling or upgrades.

3. Partner Portals: Building Stronger Collaboration

Partners often get left out of digital transformation. They work with scattered tools, offline reports, and spreadsheets.

With Liferay and Camunda, banks can create partner portals that centralize everything: reporting, commissions, marketing resources, and campaign tools. Orchestrated workflows keep data up to date and provide transparency to both sides.

Outcome: deeper partnerships, higher engagement, and faster decision-making.

4. Employee Portals: Empowering the Workforce

A great customer experience starts with a great employee experience.

Employees shouldn’t have to juggle a dozen systems to get their work done. Liferay unifies tools and dashboards into one workspace, while Camunda automates routine approvals, escalations, and prioritization.

Built-in AI can even suggest which tasks to tackle first or flag exceptions that need human judgment, creating a “human-in-the-loop” model that combines automation with expertise.

Outcome: higher productivity, better focus, and happier teams.

5. Retention and Churn Prevention: Keeping Customers Engaged

Sometimes the best way to retain a customer is to make leaving easy – and smart.

Instead of hiding the cancellation button, banks can use Liferay to design transparent, user-friendly flows that show value before customers walk away. Meanwhile, Camunda orchestrates intelligent interventions, such as chatbots, personalized offers, or escalation to an advisor.

Each step creates another chance to re-engage before the customer hits “goodbye.”

Outcome: reduced churn and stronger customer loyalty.

“It’s imperative that every step in the customer journey will begin by the bank understanding the customer’s history and context––everything they have accrued during their journey so far.” Elad Hoffman, VP Product, Voca (via Lightico)

Read how Liferay DXP and Camunda unify automation, AI, and digital experiences to break silos, boost agility, and deliver real business value.

Agentic Orchestration: Where AI Meets Process Intelligence

Traditional automation follows rigid, pre-defined steps: A leads to B, B leads to C. Real life isn’t that predictable.

Agentic Orchestration changes that. It uses AI agents that can make decisions dynamically and act within clearly defined guardrails. Instead of executing the same workflow for everyone, the system adapts based on context, data, and outcomes.

For example, a credit card applicant might instantly see a pre-approved auto loan offer after applying – a cross-sell opportunity triggered not by guesswork, but by an AI-driven evaluation of user data.

Camunda ensures these intelligent workflows remain auditable, traceable, and compliant. Liferay turns them into smooth, customer-facing experiences that feel natural and helpful.

Impact: smarter automation, personalized journeys, and real-time decision-making that still plays by the rules.

Agentic AI : What's Next in AI
What is Agentic AI and how will it be used? Read this blog post to learn more.

The Bottom Line: Benefits for Key Roles Across the Financial Enterprise

The Liferay-Camunda combination doesn’t just make processes faster. It makes the entire organization more connected, transparent, and adaptable.

For financial institutions juggling legacy systems, strict compliance, and rising customer expectations, this partnership creates a single foundation that aligns business and IT goals. It empowers teams to move beyond silos and work toward shared outcomes.

The real benefit is cohesion. Instead of fragmented systems and disconnected efforts, organizations gain one collaborative ecosystem where data flows freely, processes are auditable- This way, teams can focus on what truly matters and deliver great banking experiences that drive growth and trust.

How Success Is Measured

Digital strategy isn’t about launching new tools. It’s about achieving results. Financial institutions can measure success through clear, quantifiable metrics such as:

• Reduced bounce rate during onboarding.

• Lower churn through automated retention flows.

• Increased portal adoption (target: onboarding 10% of the customer base per year).

• Lower operational costs from self-service and automation.

• Faster time-to-market for new products and updates.

Each metric proves what every banking leader already knows: when customer experience and operational efficiency move together, growth follows naturally.

The Future of Banking Is Orchestrated

The combination of Liferay DXP and Camunda's enterprise agentic automation and orchestration platform marks a shift in how banks deliver digital services – from fragmented and reactive to connected and intelligent.

By uniting engaging front-end experiences with automated, data-driven back-end processes, banks can finally deliver the seamless journeys customers expect and the operational agility their teams need.

That’s the future of banking: orchestrated, intelligent, and built for people.

“The magic happens when you seamlessly connect your internal automation with how you engage with the outside world.” – Bernard McCloskey, Director Technology Partnerships, Liferay

Explore how Liferay and Camunda can help you deliver the next generation of banking experiences – where efficiency meets empathy, and technology works as one. Watch the following webinar recording to see how banking experiences can be transformed: