DIGITALISATION Q2 2021 1
DIGITALISATION@HANDELSBANKEN 150 years of constan
t transformation This year, Handelsbanken will be 150 years old. We are undoubtedly an institution in Swedish business and in society. As a bank, we have seen – and been a part of – major social developments over the years. And we will continue to do so. S taying relevant for 150 years – all the while in a leading position in terms of, for example, customer satisfaction and profitability – requires constant evolution. We always need to stay contemporary. As a basic rule, this means satisfying customers’ needs every day. We do this consistently at our branches, and more and more in other meeting places too. But it’s also a matter of trying to predict the future, and being ready with what is needed tomorrow. Every year, Handelsbanken invests significant resources into being able to offer our customers and employees the most relevant products, services and tools in terms of their relationship with us. Not that we have to be first to do something – or to have the latest thing – but rather because we want to give both our customers and ourselves the best chance of creating long-term profitability and security, and the possibility of making smart decisions at the right time. Handelsbanken’s business model is based on trust in people, and respect for the individual. We have a decentralised way of working, because we want advisory services and decisions to be made as close to the business and to our customers as possible. For this reason, it is important to us that we are present, and accessible, in the ways that best suit our customers, and can thus be alongside them throughout their lives. We need to evolve constantly to succeed, but it is equally important that this evolution takes a form that works for us. New technologies open new doors for our business model, but the use of new technology should also be characterised by our culture and our way of working. Otherwise, new technology may not always add the value that we at Handelsbanken need. There are numerous exciting solutions and initiatives that would certainly be attractive to various customer groups, but that do not align with who we are and what we want to offer. In these cases, it is key that we are not swayed by the intrinsic value of the technology itself, but rather that we focus on what can make us a better version of ourselves. And what we know is successful. Various cloud solutions, AI, web and app development, Customer Engagement Management and analysis are some areas that are highly interesting at the moment – both for us and for others. With our unique approach as a starting point, our ultimate ambition is to ensure that we make the most of such technology in the ongoing development work, so that we can constantly become a better Handelsbanken for our employees and our customers. 8 HANDELSBANKEN 2