Sustainable customer value in a changing world
What does working with a focus on the customer actually entail? It’s hardly news that the pandemic has, in a very short time, acted as a catalyst for us to change our behaviour, embrace new technology, and to show a real willingness to adopt new services when they meet our needs.
While the pandemic has created new challenges, it has also brought about new, innovative solutions to address these. That’s perhaps why we are so proud to have been named Sweden’s most innovative major bank by Swedish Innovation Index for the third year in a row. The fact that Handelsbanken is perceived to be innovative by our customers means that we have succeeded with what means the most to us – namely, meeting the challenges and needs of our customers. That we focus on the customer, quite simply. In order for our ongoing transformation journey to be a success, and thereby to create even more customer value, the different parts of the Bank need to work together and co-operate. A co-operation that goes far beyond what is needed to offer the products and services that the customers see. The entire Bank needs to agree on and implement the same high level of ambition, to develop its expertise continuously, to push, refine and evaluate working methods and structures, and not least, to continue working with our strong and unique culture as a basis for our accomplishments. However, it may be even more important that this co-operation adopts an open, curious mindset, that we continue to think in a customer-centric way, and above all, that we stick to the values that lie behind all our decisions. As the world around us changes at an ever faster rate, those attributes will be more and more critical to our success.