During the last 10 years, banks in the region have been digitalizing their customer journeys very actively and as of now 80% of daily banking operations done by SMEs are digitalized. In addition, the development of fintech companies led SMEs to expect more from their banks – a smooth digital process and a really tailored customer experience that matches their business needs.
Despite such a demand, effective personalization isn’t always the case when servicing SMEs – both at branches and digitally.
The main challenge is managing customer data both gathered by the banks and also retrieved from 3-parties’ sources (open banking, e-invoicing data, financial data, etc.). So, the lack of data is not a challenge anymore. The challenge is how to leverage on data banks have on their customers to provide unique, be great if pre-approved already, offers so that the SME customer can take advantage of the offer immediately.
Hyper-personalization has become a key driver for customer satisfaction. By implementing personalized experiences, banks can not only meet evolving customer expectations, but differentiate themselves from competitors, and achieve revenue growth.
By creating a cohesive experience for customers, banks can engage SMEs in a way that best fits their current needs and enables them to more easily find products and discover possibilities they might not have found otherwise. All this comes with long-tail benefits in the form of greater loyalty and higher customer lifetime value.
At the upcoming CEE24 SME Banking Conference, Gregor Bierent from NF Innova will share their use cases on how they help banks build personalized offers for SMEs when different SMEs receive different offers from the same bank, use different products, and experience different customer journeys. Because SMEs are not a homogenous segment where one offer fits everybody.
How does NF Innova help banks with Personalized SME Banking?
·      Provides personalized Banking experience (UI/UX) across all Digital Channels based on the Digital Banking Score
·      Leverages and focuses on different industries
·      Simplifies implementation and focus on time to market
Onur Gul will share their experience at ING Bank Turkey how they segment SME customers and how their SME offer differs for those segments.
Alexis Faulkner will share how they in BKS Bank personalize the SME loan offer for different SME customers.
Ivan Dovica will share their insights on how they help banks personalize financial offers for SMEs using transactional data in Dateio.
Join this conversation in Vienna or online 📅on November 15.
