Digitalisation Q1 2021 1
DIGITALISATION@HANDELSBANKEN DIGITALISATION OUR W
AY Digitalisation per se has no intrinsic value. As we see it, technology merely helps us to become even more like Handelsbanken for even more customers, and to create even more added value to our offerings. dvances in digital technology are being made at an ever increasing rate. Faced with so many opportunities, we must ask ourselves the question: What should we focus on? This question needs to be asked for cost reasons, and efficiency reasons. It also needs to be asked to ensure that we focus on developments actually being requested by our customers and keep clear of ideas that are simply not Handelsbanken. The process of digitalisation is constantly ongoing, and the journey of transformation is like a marathon. Our next steps on this journey will be about coming even closer to our customers and providing a more individualised and personal type of advisory service to even more customers. To be able to understand and actively help our customers with their needs, we need to enhance our focus on and understanding of the customer’s life situation or the company’s growth phase. Our aim is to provide advisory services as part of a lifelong commitment. A Here, we describe how we are developing an even more personal service, with the help of new technology and greater interplay between our various meetings places. We also provide some concrete examples of the work under way as part of Handelsbanken's digitalisation process. The content will be updated on a regular basis to reflect current developments. As we see it, digitalisation is not only about developing digital tools and functions; it’s a way of adding value by combining availability, products and services, as well as personal advisory services, so that we can meet our customers where and when they want, on whatever platform they choose. So for us, the overall customer experience is the most important consideration. Our development activities focus specifically on four areas, and the pace of development is increasing, particularly with regards to personal customer meetings, data usage and the transition to cloudbased services. 6 HANDELSBANKEN 2