Belgium’s KBC has since its inception 20 years ago been committed to meeting its customers’ multiple needs, helping them realize their dreams and protecting them as they achieved them. In the process, it grew into one of Europe’s top bank-insurers, today serving 11 million customers. But that enviable success is not enough. KBC is in the midst of a Digital First metamorphosis that is pushing through the known boundaries of customer service.
KBC Group, one of Belgium’s top bank-insurers, is guided by its purpose to “help all our stakeholders realise their dreams and protect them”. With core markets across Europe, KBC is imbued by a corporate culture that it has dubbed with the acronym PEARL. Mr. Thijs and Mr. Luts describe how the bank-insurance group is employing its latest digital strategies to actualize its long-standing vision.
Digitalization has become second nature to many banks around the world, but not all. In the Central European country of Hungary, many banks—and their customers, who are relatively uninformed of the ways going digital can enhance their personal financial management—are in the early stages of the digital banking voyage. The time has arrived for Hungarian banks to jump into the present, or remain behind in the past.