Il gesto digitale è oggi la forma più naturale e immediata con cui le persone interagiscono con il mondo. Un’azione semplice, spesso automatica, che rappresenta l’inizio di un’esperienza. Anche di fronte ai cambiamenti e alle nuove funzionalità generate dall’innovazione digitale, noi mettiamo sempre al primo posto la relazione con le persone, perché questo gesto non si limiti a restare confinato nel solo perimetro digitale, né si traduca in un processo automatizzato, risposte standardizzate o interfacce fredde.
In every touch you make,
there is our human touch.
there is our human touch.
Even in the digital evolution, we remain faithful to what makes us special: the ability to enhance our relationship with our customers. Today, digital interaction is the most natural and immediate way to interact with the world. A simple, often automatic action that represents the beginning of an experience. Faced with the changes and new features offered by innovation, BPER has created a model in which digital technology brings people closer together and strengthens human relationships: every touchpoint becomes a generator of trust, the channels work continuously and our people evolve, expanding the possibilities for support thanks to AI, without ever replacing the value of the advisor.
Il gesto digitale
Human digital
The human dimension is at the heart of our vision of digital transformation, because technology can strengthen, but not replace, relationships with people. For this reason, we offer our customers constant, qualified support, guaranteed by our consultants, who are always available via online chat, telephone or video call. BPER's omnichannel model allows you to operate independently, at any time and from anywhere, without ever losing the value of authentic contact. Innovation, in fact, only has value if it is accessible and close to people.
Innovating today: the dialogue between BPER and Italian Tech
Innovation does not only arise in technology, but increasingly in other sectors too. The real challenge is to rethink how we want to innovate. At BPER, the decision-making approach has changed: we start with people's real problems, not with solutions. The service design methodology is an example of this, because it anticipates the design of the app interface through structured discussions with internal departments and customers.
Digital technology at the service of humanity
The human dimension is at the heart of our vision of digital transformation, because technology can strengthen, but not replace, relationships with people. For this reason, instead of creating a separate digital bank, BPER has chosen to bring digital technology into the bank itself. Not a new parallel “vehicle”, but an evolution of BPER itself to offer a customer service model that allows customers to choose whether to use the digital channel or the physical network at any time.
The human value that makes the difference
The digital channel puts the customer at the centre, promoting an integrated relationship between all channels, including the physical network and the online branch. Even when the first contact is made via digital tools, the customer can count on a dedicated branch that constantly accompanies and supports the growth of the relationship. This approach strengthens a solid, lasting and trust-oriented relationship.
Omnichannel approach that unites rather than divides
BPER's omnichannel model allows customers to operate independently, anytime and anywhere. We have built a solid customer experience process whereby customers can switch from a physical channel to a digital one and vice versa, confident that their information will be transferred between the different points of contact and that their interaction will therefore be facilitated and complete, even when using different channels during the course of the relationship.
From touch point to trust point
The moment a customer establishes a relationship with BPER is a real trust point, the beginning of a relationship based on trust. That is why we have built a solid customer experience process that allows customers to switch from a physical channel to a digital one and vice versa, with the confidence that their information will be transferred between the different points of contact and that their interaction will therefore be facilitated and complete, even when using different channels during the course of the relationship.
From touch point to trust point: human digital technology according to BPER
Maurice Lisi, Head of Digital Business at BPER, talks to Mario Moroni in the video podcast Fuori Caffettino about how digitalisation is changing the role of banks. From the concept of trust points to the online branch model and the Digital Human Augmented Ecosystem paradigm, this is a practical, up-to-date look at how a traditional bank can innovate without losing sight of the importance of relationships.
Digital innovation for us:
Omnichannel and remote services
We offer a simple, secure and effective experience through the BPER app and web channels.
Innovation and automation
We invest in making banking services increasingly fast and efficient, improving accessibility and quality of service.
Digital sustainability
We promote digital services also with a view to social and environmental responsibility, to reduce our ecological impact and promote sustainable banking solutions.
Data security and protection
We develop digital solutions designed to guarantee high security standards to protect customer data.
Digital solutions
The BPER App
With the BPER App, we offer customers an advanced digital solution packed with innovative features, allowing them to operate in complete security, without waiting and wherever they are. The constant support of a dedicated advisor guarantees a comprehensive experience, just like in a branch. All this makes our app one of the most popular in digital stores, with one of the highest satisfaction levels in the sector.
The online branch
The Online Branch is a new customer-focused service model that combines technology, digitalisation and personalised service. With the help of our advisors, customers and prospects enjoy a banking experience that is both digital and human, a combination that makes our approach to banking unique.
B Lab Corp
Our solutions are born from listening to our customers. Through the B Lab Corp Community, we have worked side by side with customers to build concrete and effective solutions. The features have been developed using a collaborative co-creation model, tested and evolved thanks to customer feedback in a spirit of continuous improvement.
BPER and Geopop: working together to showcase technology that simplifies life
Together with Geopop, the scientific dissemination project that makes topics such as the environment, technology and innovation accessible, we explain how technology and digitalisation are becoming part of everyday life through content dedicated to contactless and cardless payments, how they work and security, and online scams, how to recognise them and defend yourself against them.