Digitalisation Q1 2021 1
DIGITALISATION@HANDELSBANKEN Private Banking serv
ices on the customers’ terms Effective ways of adapting and disseminating relevant information and functionality to our customers is a key focus area. New advances are constantly being made on the path to increased customer value. s part of a larger effort to better meet Private Banking customers’ increasingly advanced needs, a development plan has been drawn up. The plan involves an increase in the number of advisors, allied with increased availability and a more user-friendly customer experience, to evolve our advisory services step by step. This applies to our meeting places and our services, and will also entail improvements to investment overviews and screening. The end goal is a more personally tailored, relevant A offering that enhances customer satisfaction. The first step was taken in the winter, with the addition of the monthly newsletter to our in-app options. With more readily available updates about developments in the market, reflecting Private Banking customers’ interest in the information that affects their investments, the hope is to further improve engagement and satisfaction in this important target group. 22 HANDELSBANKEN 2