Customer Centricity – Focus on customers

We welcomed around 70 guests and partners from the banking industry to this year's G+D Netcetera Digital Banking Summit in the heart of Zurich. The workshops, presentations, and discussions focused on the changing needs of banking customers and how banks can meet these needs with the latest technologies and customer-oriented approaches.

The event started with the keynote «Discover the future of the financial services on Platform Economies» by Paolo Sironi, bestselling author and global thought leader in the banking and finance sector at the IBM Institute for Business Value. Sironi showed how fintechs and new ecosystems influence the banking industry and how banks must operate in the digital platform economy and radically change their business models to remain successful. He gave valuable tips on how they can master the shift at the interface of exponential technologies such as artificial intelligence and changing human relationships and create decisive added value for their customers thanks to embedded and contextual banking strategies.

Stefan Matheis, Product Manager Digital Banking at G+D Netcetera, revealed to the guests which functionality and user experience developments ensure greater success in Digital Banking services – for both banks and customers. Thomas Grüter, Expert Product Manager & Executive Member at Braingroup, explained how hybrid financial advice is changing digital banking.

Our customers then took the stage in Zurich: David Kauer, Customer Journey Owner & Member of Management at Postfinance, showed how payment transactions are shaping the future of shopping, and Vero Baumann, Head of Digital Banking at UBS, explained the latest fraud scams in banking and gave valuable instructions on how banks can deal with them. Rupert Rieder, Strategic Project Lead at Erste Group, shared with us the company's exciting journey towards AI-powered mobile banking.

The panel, moderated by Martin Meier, Head of Strategy Digital Banking at G+D Netcetera, with participants Vero Baumann, Stephan Odermatt, Paolo Sironi, and Dominik Wurzer, engaged in a lively discussion about short- and long-term trends in customer engagement, but also challenges in the daily business, and how to tackle tech with emotions and value for both the customers and banks. The participants agreed that customers' needs must always be the focus and that a good user experience is essential for the future of Digital Banking services.