DIGITALISATION Q2 2021 1
Our digitalisation journey Our next steps are abo
ut getting even closer to our customers, and to offer individual and personal advisory services to more people. A prerequisite for being able to understand and proactively help our customers is an increased focus on, and insight into, their personal situation and circumstances. Our ambition is to provide advisory services for life. Even closer to the customer Our competency and expertise must be made more accessible where our customers are. The distance between development, usage and feedback must be shortened. Our four focus areas Handelsbanken’s development work is focused most distinctly on four areas: The customer meeting: It has to be simple to be a customer of Handelsbanken. Our meeting places must be accessible and useful, and based on our customers’ requirements. We will offer an integrated local and accessible experience, where customers can move between different meeting places. Building relationships: Our personal and long-term customer relationships give us a competitive edge. By supplementing our personal knowledge of our customers with concrete data, and by reducing the administrative tasks required of our employees, we are given the opportunity to provide the right offer, at the right time, in the right place. It must be easy to give service and support to our customers. Data & security: We use data to offer relevant, customised services and products at all our meeting places. As the importance and value of data are constantly increasing, we have to ensure that our customers feel secure in the knowledge that our use of data meets the highest standards of security, ethics and privacy. Our strength lies in combining this with close relationships and extensive customer knowledge in our customer meetings. New co-operations: New regulations and new technology are generating increased openness and data sharing. Together with other players, we can capitalise on our in-depth knowledge of our customers’ expectations to develop our local and digital presence, and in doing so create customer benefit and business opportunities. Individual and personal advisory services for more people Increase the customer value and realise the potential in our 35 million digital meetings per month by utilising data and by treating each customer as an individual. Increased focus on life events Understand and actively help our customers in the long term, with their current life situation as the starting point. Advisory services for life We want to support our customers and create the conditions to achieve life goals – big or small. Individual Even closer to the customer and personal advisory services for more people Increased focus on life events HANDELSBANKEN 3