Sponsored ContentBanking-balance between personalisation and digitalisation

An interview with Claude Hirtzig, Head of Retail banking at Spuerkeess

What are a banking customers' expectations today and how are they evolving?

Today, banking customers' needs are not fundamentally different from the past. They want to have a stable and healthy financial situation, easy and flexible access to their financial means, and the necessary support to realise their short-term and long-term financial objectives via financing and investing.

What has significantly changed is the way customers want a bank to fulfil these needs. They expect an important level of convenience, quick and effective problem solving, and a personalised experience online and offline according to their preferences of the day.

What are some advantages of personal customer experience in banking compared to the digital experience?

First and foremost, the face-to-face customer experience offers a personal touch, allowing customers to discuss their unique financial situation with a dedicated advisor who understands their needs. This results in customised advice and tailored solutions. Additionally, face-to-face interactions build trust and strengthen the customer-bank relationship, providing a sense of reassurance and reliability that is hard to achieve in the digital realm.

On the other hand, we are witnessing a rise in digital banking solutions. How does the digital experience cater to customers?

Digital banking has transformed the way our customers interact with their finances. It offers convenience, allowing users to access their accounts, carry out transactions, and monitor their financial health anytime, anywhere. With user-friendly platforms, customers find it easier to manage their money and navigate relevant services. Moreover, digital banking provides a seamless experience, enabling quick and hassle-free transactions, reducing paperwork, and waiting times significantly.

While some customers may prefer face-to-face interactions, others might favour the convenience of digital banking. How does Spuerkeess strike a balance between the two?

Segmenting our customers into digital and non-digital is too simplistic as an approach. The preferred way of interaction depends a lot on the type and the complexity of the interaction.   At Spuerkeess, we firmly believe in the power of personalisation. We acknowledge that consumers want a banking experience tailored to their specific needs, whether they prefer in-person interactions or convenience-driven digital solutions in each situation.

How do you ensure a personal customer experience?

We have a dedicated team of advisors who are experts in their field and well-equipped to provide personalised advice and guidance to our customers. They are trained to analyse each customer's unique financial situation and offer solutions that are best suited to their needs.

We understand the importance of face-to-face interactions in building trust and strengthening relationships. Therefore, we have maintained our broad network of branches where customers can visit and engage with our advisors directly. In response to the growing demand for digital banking solutions, we have invested heavily in our digital infrastructure to ensure that our customers have access to seamless and convenient services. Our mobile banking app and online platform have been designed with user-friendliness in mind, making it easy for customers to carry out transactions, manage their accounts, and access a range of banking services.

In other words, your objective is to provide your customers with the best of both worlds?

Exactly, a personalised banking experience that considers our clients' individual needs, coupled with the convenience and accessibility of digital solutions ensures a seamless transfer between the physical and online channels. Our online real estate loan requests can be handed over to advisors to ensure a tailormade handling of loans.

How do you maintain advanced security?

We have integrated advanced security measures into our digital platforms to safeguard our customers' sensitive information. We understand the concerns surrounding online security, and we have made it a priority to ensure that our digital banking experience is safe and secure for our customers.

While digital banking offers numerous advantages in terms of convenience and accessibility, does the personal customer experience in banking continue to be important?

At Spuerkeess, we strive to strike a balance between digital banking and the personal customer experience. We believe that key moments in life deserve attention, time, and in-depth financial consideration, ideally together with a trusted financial advisor. Day-to-day banking needs require speed and simplicity. We try to balance this by leveraging technology to enhance our personalised offerings while maintaining a strong commitment to face-to-face interactions. This approach allows us to cater to the diverse needs and preferences of our customers and ensure that they receive the best possible banking experience.

Related:

Spuerkeess: Gen Z and how they bank?

Spuerkeess: What are we doing for our clients?