Immediacy, security and trust constitute the development triptych of Banking Forword of Eurobank in combination with the use of advanced technologies, mainly AI, so that the bank can compete with the intense technological expansion of the sector at an international level, without however losing the human factor in serving its customers from retail, professionals to businesses.
The bank is launching from 2025 through 2028 investments in technology reaching €1 billion with the spearhead being adaptation to the new needs of customers in all the markets where it operates (Greece, Cyprus, Bulgaria, Luxembourg). As regards the relationship with India, today the operation of the UPI payment system begins and Eurobank is the first bank to adopt it in the European market.
Experiences for the customer
From now on, reciprocity beyond the goal of immediate service to customers will prevail through the mobile app with the provision of invaluable experiences. The first step is being taken in collaboration with Mastercard under which Eurobank customers/holders of the relevant card will be able, on preferential terms, to attend international music events, festivals (Venice) as well as Formula One. In the context of reciprocity, the bank has returned in recent years to its customers/cardholders – through the “Epistrofi” program - €272 million.
Everything through the app
The investment focus on technology passes through the bank’s app, the use of which in the last five months showed a 40% increase with users now being more than double compared to those using e-banking. 94% of users under 35 use exclusively the app for their transactions with the bank. 96% of total transactions are carried out digitally, of which 61% only through the mobile app. Visits per customer are 27 times per month.
One in three of the bank’s products are granted purely digitally. Two out of three professionals are served through digital.
Mortgage loans
The bank is launching the redesign of the mortgage loan granting process. The goal, as its executives explained, is the completion of the process remotely through the use of technology in cooperation with its advisors.
V-Banking
The bank’s advisors are at the customer’s disposal via video call. Through v-banking, 60,000 video calls and 100,000 communications have been carried out. 60% concern small and medium-sized businesses/professionals and 40% private individuals.