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16/10/2025 |

13 min reading

Artificial intelligence is steadily redefining the customer service model in banking. According to Gartner’s forecasts, by 2026 conversational AI will enable financial institutions to reduce contact center operating costs by up to $80 billion¹. Meanwhile, 2025 marks a turning point for the large-scale adoption of generative AI as a key tool for enhancing the quality, efficiency, and personalization of customer interactions². Let’s take a closer look at how banks are leveraging this potential—and why conversational interfaces are becoming a strategic pillar of modern banking.

Kornelia Marczewska

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16/10/2025 |
13 min reading

Artificial intelligence is steadily redefining the customer service model in banking. According to Gartner’s forecasts, by 2026 conversational AI will enable financial institutions to reduce contact center operating costs by up to $80 billion¹. Meanwhile, 2025 marks a turning point for the large-scale adoption of generative AI as a key tool for enhancing the quality, efficiency, and personalization of customer interactions². Let’s take a closer look at how banks are leveraging this potential—and why conversational interfaces are becoming a strategic pillar of modern banking.

Kornelia Marczewska
06/10/2025 |
11 min reading

Today, customers evaluate financial institutions not only against direct competitors in the sector, but also in comparison with the standards set by technology leaders such as Amazon, Uber, or Netflix. As Gartner points out, there is growing pressure for banks and insurers to match the service levels delivered by organizations outside the industry.1 As a result, Customer Experience is no longer a “nice to have” add-on but a strategic driver of profitability and customer retention.

Anna Rennert
25/09/2025 |
7 min reading

For many financial institutions, the upcoming FiDA regulation is synonymous with yet another compliance burden. This is a dangerously short-sighted view, increasingly highlighted by analysts and advisory firms. EY stresses that an approach limited to regulatory compliance “may carry a real risk of customer attrition1.” By contrast, institutions that treat FiDA as an opportunity can not only strengthen customer relationships but also open new business models and build sustainable competitive advantage.

Adam Żurański
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15/09/2025 |
6 min reading

Digitising SME lending is back on the strategic agenda for many banks – and for good reason. Businesses now expect a simple, fully online process and decisions within 24 hours. The pressure isn’t just coming from other banks, but also from agile fintechs. So what’s holding large institutions back? In this article, we share practical insights from working with banks and outline how to scale SME lending step by step, using a proven solution: the Digital Banking Platform (DBP).

Karolina Marcinkowska
11/08/2025 |
8 min reading

In a world where customer data is readily accessible to everyone, true competitive advantage lies not in possession of the data, but in its interpretation — especially when considered through the lens of how a customer actually thinks, acts and makes decisions. Customers don’t decide in a vacuum. They react to stress, seek simplicity or deeper analysis, and require communication that aligns with their cognitive style and pace of information processing. Context-driven banking, rather than scoring models or CRM IDs, enables relationships that go beyond one-off promotions. It’s the foundation of personalisation that works because it matches the real way customers make decisions.

Karol Kłopotowski
13/06/2025 |
11 min reading

The customer doesn’t wait for the bank to ask questions. They expect the answer to already be there. In an era where decisions are made in split seconds, and loyalty hinges on a single click, personalisation has ceased to be an add-on. It has become a prerequisite for survival and growth – in relationships with both individual and business clients. Mass banking is losing its relevance. Customers expect their bank to know them, understand them and anticipate their needs before they’re even expressed. That is why hyper-personalisation is now the new standard and the key to loyalty, effective sales and long-term competitive advantage.

Karolina Marcinkowska
30/04/2025 |
9 min reading

Do you think a minor mess in spreadsheets or databases is harmless? That’s a dangerous illusion. The longer you ignore inconsistencies and data errors, the greater the operational, legal, and financial risks your organization faces. In this article, we’ll show you how data chaos can paralyse an organization and what you can do to effectively prevent it.

Michał Kędziora
30/04/2025 |
7 min reading

In 2023, European debt collection firms handled receivables worth approximately €19.6 billion, with key markets such as Germany and the UK leading the sector.1 In Germany, debt collection agencies are estimated to manage over €50 billion in outstanding receivables, emphasising the scale of debt-related operational challenges in large European economies.2 The scale of the debt management challenge in the financial sector is growing rapidly, and with it, the pressure on banks to improve operational efficiency, regulatory compliance and data protection. In this context, automating enforcement order processes becomes not only a cost-optimisation tool, but also a critical component of risk mitigation and organisational resilience strategies.

Karolina Marcinkowska
11/04/2025 |
9 min reading

Will artificial intelligence fuel technological progress in the insurance sector or prove nothing more than a passing fad? It is hard to say what the future might bring, but one thing is certain: AI-based solutions are growing in popularity and importance. Data show that 75% of all insurance companies already focus on IT growth, investing mainly in projects tapping the power of artificial intelligence and machine learning.

Marta Rutkowska
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Conversational Interfaces in Finance: How Chatbots and Voice Assistants Are Transforming the Banking Customer Experience

From Products to Relationships: Customer Experience Strategy as the Cornerstone of Business Strategy in Financial Institutions

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