Over the last few years, due to the digitalisation of the world, the behaviour and needs of customers are changing substantially, which in practice has meant that many organisations have set up digitalisation strategies. However, only a few retail banks have been successful in fully digitalising their core customer proposals or their end-to-end processes. Clients require new services, more transparency and new channels of communication with customers to respond to today’s on demand expectations.
Implementing a digital banking model involves more than just selecting a technology. The leading players in the field of transformation are improving customer experience and launching more efficient products and services to the market that are quick and easy to use.
Anyway the banking sector is not a pioneer in implementing innovative changes, but it is an indispensable step, because clients are expecting a new experience with their institutions.
But what about the SME banking segment? The SME banking segment has always been characterised as by being one of the most profitable client profiles for the institutions. Banking clients require more tailor-made offers, advice and quick solutions. They want the bank to become a business partner. If to this we add the digitalisation transformation of the client, it is obvious that the financial sector must evolve to adapt to a new period based on new demands.