Super Human, Super Digital! Transformation strategy for a retail bank
summary
Erste Group claims a single platform strategy around George mobile (launched 2014/15) serving 16 million customers with ~500 staff on the platform and ~2,000 regional branches, shifting from costly omni‑channel to an integrated channel where the app orchestrates branch, call‑centre and web. Tablets in branches raise advisory minimum standards and transparency; conversion today sits near 0.8% so personalization is core. Long‑tail features go to a conversational AI (OpenAI) platform‑in‑a‑platform to automate edge cases and reduce threefold frontend development.
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chapters (10)
- 0:00Banking transformation intro
- 1:46Digital platform strategy
- 3:54Digital as new channel
- 6:44Omni-channel to integration
- 8:09Super Digital strategy
- 10:17Six Super Digital principles
- 13:27Non-digital customer needs
- 16:55Branch tablet solutions
- 19:46AI for longtail use cases
- 21:53Call to action
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