Digitalisation Q1 2021 1
DIGITALISATION@HANDELSBANKEN More personal contac
t and advisory services New circumstances and new ways of meeting can represent new opportunities for both us and our customers. After all, the closer we are to each other, the greater the value of our offering. he Covid-19 pandemic has changed our lives in many ways, causing us to rethink, not least in terms of how we meet and communicate with one another. Physical meetings and phone calls have largely been replaced by remote meetings with the help of various digital technologies. The proportion of non-physical meetings (telephone, Skype, etc.) has grown by 33 per cent between 2019 and 2020. T However, this shift does not seem to have had a negative impact on, for example, the overall customer contact. Despite the pandemic, we had just as much contact with our customers in 2020 as in 2019. But we do see many positive aspects. In fact, digitalisation has in many ways helped us come even closer to our customers and become more available, even though the opportunities for physical meetings have been more limited. This is very much in line with the aim of our digitalisation journey, which is ultimately about being able to provide advisory services as a lifelong commitment, by coming even closer to the customer and offering individual and personal advisory services to even more customers. Becoming even more like Handelsbanken for even more people, quite simply. Advisory services for life We want to support our customers and enable them to reach their goals in life, however great or small. Individual Even closer to the customer and personal advisory services for more people Increased focus on life events The aim of Handelsbanken's digitalisation journey is to be able to provide advisory services for life, by making our competencies and expertise more readily available and enhancing the customer value in our advisory meetings, by increasing our use of data and tailoring it more closely to our customers’ needs. Taking our customers’ current life situation as the starting point, we are committed to understanding and actively helping them meet their needs, in both the short term and the long term. 10 HANDELSBANKEN 2