Is it possible to build relationships through the screen of a smartphone?
'Digitalisation sometimes tends to be only conflated with automation. For us, nothing could be less true. We believe that digitalisation can bring us closer to the customer. Consequently, we are now moving into the next phase, in which relationships are not solely dependent on physical meetings – and can instead be created, strengthened and nurtured in a digital setting.
At Handelsbanken, we genuinely care for our customers, we recognise their needs, and we believe in the concept that a bank should not only sit passively beside their customers, but actively enable them to live the lives they really want. These ideas along with a higher degree of digitalisation enables us to truly be Handelsbanken, for a lot more of our customers.
When the glass between the customer and us is no longer only the branches' windows towards the high street but a smartphone screen, we can be even more proactive, address more customer needs – and give more relevant, personally tailored tips and advice.
We are working with evolution, not revolution. We do not follow others, we follow our customers and our focus is to meet their needs. Our way of differentiating is to be the best at creating customer value through long-lasting relationships.'