How can banks offer excellent customer service and advice?
Why do customers think in experiences, not channels? How should advisory services be delivered: personalized, proactive, data-driven?
How can the branch be protected as a unique selling point of regional banks?
Regional banks with about 13,000 branches remain the last anchor for customers to experience banking locally. They should therefore start to view their branch network not as a burden, but as an opportunity to stand out against their competitors in the long term. Personal contact and individual advice at branches will remain central to serving bank customers for at least another 20 years.
How can regional banks retain young customers?
Roughly 15% of Germany’s population – over 12 million individuals – falls within the 14 to 27 age group. Why are young customers digitally savvy, but financially overwhelmed? In view of the migration of young customers, how is the role of the primary bank changing?
The EU Green Bond Standard and the vdp standard
Besides the GBP, two other standards have emerged in the EU and Germany respectively, which zeb believes will become relevant for the market: the EU Green Bond Standard and the vdp standard. We will delve into these in part 3 of our series.
How can banks strengthen their digital sales channels?
In a world where, on average, people check their smartphones every twelve minutes, banks can no longer afford to ignore mobile-first offerings. Many regional banks responded early and now offer technically sophisticated online banking systems and powerful apps.
App usage is high – and in purely quantitative terms, digital log-ins have even increased customer contact. Yet it is clear that sales success through digital channels is still falling short of its potential.
AI in retail banking: closing the gap between ambition and adoption in DACH
What is the state of AI adoption in DACH? Where is AI already delivering value? What is holding banks back? What separates the leaders from the laggards? How can banks close the gap and where does zeb step in?
