The banking sector is changing rapidly, and technological innovations are becoming the key to gaining a competitive advantage. We present 5 examples of successful implementations – and show what other financial institutions can learn from them.
PKO Bank Polski and the IKO application – the leader in mobility
PKO Bank Polski is an example of an institution that focused on the development of mobile channels very early on. The IKO application, which is the bank’s flagship product, has gained international recognition and millions of active users. Its success is the result of focusing on convenience, intuitiveness and continuous adaptation of functionality to changing customer needs. Other banks can learn a few key lessons from this: investment in user experience (UX), conducting regular tests with customers and integration with modern solutions such as BLIK or e-Identity.
mBank and automatic credit decisions thanks to AI
mBank is another leader in innovation, the first in Poland to implement artificial intelligence systems for automatic credit decision-making. Thanks to this, customers can receive a decision even in a few seconds. This implementation has shown that automation not only significantly speeds up processes, but also allows the bank to reduce operating costs. Key conclusions for other institutions? AI can become an important element of the development strategy, as long as the transparency of algorithms is ensured and customer trust is taken care of.
ING and My ING platform – personalization and simplicity
ING Bank Śląski has built the Moje ING platform, which integrates personal finances, investments and daily operations in one environment. The focus here is on personalization, financial education and ease of use. Thanks to regular feedback collection and continuous improvement of functions, ING has gained a loyal group of users. This is proof that digital development and digital transformation do not end with one application – it is the process of building a comprehensive financial ecosystem.
Santander and ePakiet for business – support for companies
Santander Bank Polska has focused on support for companies. ePakiet for business is a set of tools that combines banking services with accounting and invoicing solutions, ideally tailored to the needs of micro-entrepreneurs. The bank has gone beyond the classic role of a service provider, becoming a real partner in running a business. This is a valuable lesson for others: niche solutions and “tailor-made” products can become a driving force of loyalty and a source of competitive advantage.
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Alior Bank and voicebots – 24/7 customer service
Alior Bank, in turn, focused on automating customer contact and was one of the first in Poland to implement voicebots handling telephone calls 24/7. Thanks to this, it significantly reduced the workload on the hotline and sped up the service process. Customers appreciated the speed of response and availability, which shows that new technologies – if they are effective – quickly gain acceptance. Voicebots not only save time, but also prove that a bank can be modern and friendly at the same time.
What do all the above implementations have in common? First of all, basing decisions on data and user needs. The common denominator is also flexibility – the willingness to test and improve solutions, as well as the readiness to invest in new technologies, such as AI, automation or digital self-service tools.
These examples show that innovation in banking does not have to be a costly revolution. It can also be a well-thought-out evolution – step by step, but with a clearly defined goal: better customer service and more efficient operation.
