The need for flexibility in ever-changing market conditions forces banks to change attitudes and practices, fueling the dynamic development of products and services. At Alpha Bank, the continuous upgrade of our digital infrastructure is a priority. We adopt uniform design practices for a consistent visual and operational experience, and restructure our technology architecture, which enables easy and fast development of new features. We prioritize upgrading the customer experience, focusing on improving existing customer journeys, developing new products that are easy to use.
Customers are now demanding new and innovative products and services. Artificial Intelligence, cloud technologies, and big data are tools that allow us to use them to identify our customers’ preferences and needs, to serve them more effectively. A typical example of the use of Gen AI technology is the digital assistant we have integrated in alpha.gr. The chatbot provides immediate customer support and answers to their questions in natural language and will soon be integrated into web banking and the myAlpha mobile app.
Attracting talent is certainly a challenge and a key factor in the success of our digital transition. We consistently invest in strengthening, retaining and developing specialist executivescontinuously expanding the Alfa Bank Digital Factory. At the same time, we are working on its continuous quality upgrade, reviewing and improving processes based on specific KPIs.
The development of new skills in our people contributes to the efficient management of our system and an efficient service to our customers. The Digital Alpha Certificate is just one of our successful actions through it more than 1,500 people from our stores, in collaboration with the National Technical University of Athens, are developing their digital skills.
At Alpha Bank, we make the most of our network of people by investing in improving our customers’ digital experience through modern digital service channels. Our goal is to continuously upgrade the quality of our services and create a friendlier, more immediate and more personal experience for each customer.
This effort plays a central role Digital Factory, a specialized team of highly skilled executives. By combining innovative practices with a deep knowledge of our clients’ needs, we ensure that our services are adapted to the demands of the modern market.
The digitization of services is expected to continue as banks continue to invest in digital platforms and digital applications to facilitate access to their services. Undoubtedly, process automation through artificial intelligence (AI) and machine learning will help improve efficiency and reduce costs.
Leveraging data is a critical factor for the future of banking, as it is directly related to upgrading the customer experience and creating ecosystems that meet modern needs. The new generation of tech-savvy consumers want flexibility and speed. As a bank, we are asked to respond to these expectations by redesigning our processes to provide a seamless and enjoyable service experience.
However, the transition to the digital age leads to increased data security risks. We are constantly upgrading our online infrastructure to detect and prevent threats in real time and we implement Intrusion Detection and Prevention Systems (IDPS), as well as high quality encryption tools to secure transactions and sensitive information, providing our customers with maximum security in their transactions.
