Immediacy, security, and trust form the three pillars of Eurobank’s Banking Forward strategy, combined with the use of advanced technologies, primarily AI, enabling the bank to compete with the rapid technological growth of the industry on an international level, without losing sight of the human element in serving its customers—from retail and professional clients to businesses.
From 2025 through 2028, the bank plans to invest nearly 1 billion euros in technology, with a focus on adapting to the evolving needs of customers in all the markets where it operates (Greece, Cyprus, Bulgaria, and Luxembourg). As for its relationship with India, the UPI payment system goes live today, and Eurobank is the first bank to adopt it in the European market.
Customer Experiences
Going forward, customer engagement—beyond the goal of immediate customer service—will take center stage through the mobile app, delivering invaluable experiences. The first step is being taken in collaboration with Mastercard, under which Eurobank customers and holders of the relevant card will be able to attend international music events, festivals (Venice), and Formula One races on preferential terms. As part of its commitment to giving back, the bank has returned 272 million euros to its customers and cardholders in recent years through the “Epistrofi” program.
All through the app
The bank’s investment in technology is centered on its app, whose usage has increased by 40% over the past five months, with the number of users now more than double that of e-banking users. 94% of users under the age of 35 use the app exclusively for their banking transactions. 96% of all transactions are conducted digitally, 61% of which are carried out solely through the mobile app. Each customer logs in 27 times per month.
One in three of the bank’s products is offered exclusively online. Two out of three business customers are served through digital channels.
Mortgage Loans
The bank is moving forward with the redesign of its mortgage lending process. The goal, as explained by its executives, is to complete the process remotely by leveraging technology in collaboration with its advisors.
V-Banking
The bank’s advisors are available to customers via video call. Through v-banking, 60,000 video calls and 100,000 communications have been conducted. Sixty percent of these involve small and medium-sized businesses and professionals, and 40 percent involve private individuals.