Main challenges in that matter include:

• Improving customer service and CX of “silver client”, with focus on digital channels (UX, new features, processes),
• Increasing use of and engagement in mobile channels,
• Approach to cross-sell,
• More tailored offer of banking products,
• Value added services.

Thus, as a bank we are looking for:

• Ways to improve CX and engagement of “silver customer” in digital channels,
• Methods of effective cross-sell,
• Solutions in effective communication with “silver customer”,
• Non-banking, value added services.

Banking for Gen Z

PKO Bank Polski is a market leader in terms of offer for our the young client. As a bank we offer banking products for children age 0-13 (PKO Junior), school savings clubs (SKO) for children age 5-13 and offer for teenagers (13-18). We are continuously looking for solutions which might enhance our offer and engage our youngest clients.

• Ways of engaging Gen Z customer, with focus on 13-18 age group,
• Value added services dedicated to young customer.

Engaged Customer

PKO Bank Polski is constantly looking for better ways of engaging with our clients. With the biggest branch network and pool of mobile customers in the country, we are working on developing smart ways to communicate and build relationships with our customers throughout all channels. In particular, our scouting areas include:

• New means of client communication,
• Optimization of client onboarding in digital channels,
• Omni-channel customer engagement,
• Two-way communication between sales team and customer,
• New branch experience, specifically phygital solutions (engaging client with digital communication in physical locations),
• Building customer loyalty.

Success of solutions implemented in above-mentioned areas shall be measured with KPIs such as – growth in number of clients using digital channels, decrease in paper-based communication (both remote and in branches), increased NPS.