DIGITALISATION Q2 2021 1
DIGITALISATION@HANDELSBANKEN A customer relations
platform with our DNA During the summer, an important milestone in the roll-out of our customer relations platform was passed in the Netherlands, where we have launched a solution for the onboarding of new customers. nitially, the solution is being tested at a handful of branches, but will later be expanded to all bank locations in the Netherlands. Through this, we are passing another stop on the way towards our target vision of a fluid, seamless customer experience, and to further live up to Handelsbanken’s promises to the customer, in practice and in the future. I Today, we hear a lot about ‘omni-channel’, which put simply means putting the customer at the centre – a mindset with values, control systems, etc., that support and reward what is relevant for the customers, and meets their needs. While this is something that is part of Handelsbanken’s DNA on an ideological level, there are challenges and opportunities transitioning from the current multi-channel experience, in which the customer journey does not always flow when customers choose to meet us via several different channels, to an omni-channel, seamless experience in which customers, employees and entirely digital solutions can pick up precisely from when the customer last made contact with us. With this shift, experts from business areas, design, technology, etc., are working together to gradually move us to where we want to be – fully in line with our ambition to provide life-long advisory services. The objective of this journey is to offer a leading user experience for both employees and customers, to be able to ensure flexibility in the implementation, and to match the development with our corporate culture and values. With each step, we also move closer to a more cloud-based environment – with stringent demands on security and privacy for our customers and their data. The journey is being undertaken on a step by step basis, with agile development. This work will continue in the autumn in Sweden, through the introduction and evaluation of various tools for advisers and other customer-facing roles. The goal is to achieve an improved, more personal overall experience for the customers, regardless of where and how they choose to meet us. HANDELSBANKEN 25