In The Banker Leadership Series videos, we explore how banks are re-engineering onboarding processes, creating a differentiated customer experience and gaining a holistic view of the customer to build future resilience.

    During the Covid-19 pandemic, there has been a massive shift to digital. Banks operating in central and eastern Europe are looking to re-engineer their customer experience to drive retail digital sales across the region.

    The Banker Leadership Series is sponsored by Backbase but independently edited.

    In discussion:

    Frictionless onboarding: Covid-19 has accelerated the move to digital. Our panel of experts discuss the challenges to re-engineering the client onboarding experience and outline their views as to how to improve the onboarding process.

    Expanding share of wallet: Creating a seamless and frictionless customer experience (CX) is an overarching business imperative for banks. Our panel of experts discuss how to keep customers engaged throughout the sales lifecycle and deliver a differentiated experience.

    A holistic view of the customer: Hyper-personalisation is being enabled through technology, however it is still difficult to create that holistic view of the customer. Our panel of experts discuss how it is possible to empower employees to drive digital sales by having a full view of the customer at their fingertips.

    Future resiliency: Banks are replacing their legacy IT infrastructure to be fit for purpose in the future. Our panel of experts discuss best practices when modernising technology stacks, and also the growing importance of cloud technology in future-proofing their business.

    Challenging the challengers: In such a fast-changing competitive landscape, banks need to identify emerging threats and ways to stay ahead of the competition. Our panel of experts also give their opinions as to how retail banking will change in the next five years.

    In conversation with:

    • Joy Macknight, editor, The Banker
    • Peter Bosek, CEO, Luminor
    • Pierre-Alexandre Boulay, head of CEE and SEE, Backbase
    • Sergiu Oprescu, general manager of international network, Alpha Bank
    • Michal Plechawski, chief information officer, mBank
    • Massimo Proverbio, chief IT, digital and innovation officer, Intesa Sanpaolo


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    Special Report: A new era in retail digital sales for CEE banks


    This special report explores how central and eastern European (CEE) banking groups are ramping up their digital sales channels,improving customer onboarding processes and removing friction from the customer journey. 

    The Banker investigates the current challenges banks face, in light of the mass move to digital channels during the Covid-19 pandemic, and interviews leading banks to uncover best practices as they look to expand their share of wallet and compete with the new challengers in the market. The special report is in association with Backbase but independently edited.

    Download the Special Report


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