Customer Experience

For BNP Paribas, designing the Bank of the future means putting innovation at the heart of our strategy through continued investment in digital technologies to meet our customers' expectations, and with services that have a positive impact by encouraging inclusive and environmentally friendly growth.

Anticipating new needs and habits

Innovation means anticipating new habits and transforming them into opportunities that are adapted to the constantly changing needs of our customers. How? By creating fluid, differentiated and personalised customer journeys through innovative services, digital applications or new payment methods for example, while ensuring the security of our customers' transactions and data.

In an increasingly competitive banking environment, reinventing customer experience is a major challenge for all players in the sector. In just a few years, UX Design has become fully integrated in the creation of digital interfaces. All products and services imagined and developed by BNP Paribas are user-centric and involve both design thinking methods upstream of their conception, and “User Experience” (UX) to deliver optimal facility of use.

With an open innovation approach, we are investing heavily in digital technologies and work closely with start-ups and Fintechs to offer high value-added services beyond bank products. By placing customers at the heart of our innovative spirit, we support them throughout their lives by reinventing financial services in a “Beyond Banking” approach.

"We are improving our offers by combining the best of digital and human services to deepen our relationship with our customers and support them in a personalised and proactive way over the long-term."

Sophie Heller

Chief Operating Officer Commercial, Personal Banking & Services, BNP Paribas

Optimising our clients’ experience

Students, entrepreneurs or investors, individuals, or businesses: our clients are all different. And because this diversity is a strength, we seek to optimise their experience by listening to their wishes and constantly innovating to offer them tailor-made services.

To build a quality relationship of trust with all our customers, we have launched a new Customer Service for our individual customers in France and Belgium. Using artificial intelligence tools, customers are quickly oriented to the right expertise as of their initial request. This program is deployed in France and in Belgium in all client segments.

Another initiative to optimise customer experience is an ‘advocacy’ programme, developed within the Group and across several European operations, which enables us to track what customers are saying throughout the relationship. Customer feedback is collected on an ongoing basis and integrated into a continuous improvement loop for our services.

"Retail banks face a paradox: on one hand, they are facing an acceleration in the demand for digital services and, at the same time, an increase in… the demand for human support! This is not to say that one need or channel is being replaced by another, but that uses complement one another: digital for everyday life, human for advice, reassurance and consideration. And reconciling these two types of demands is a challenging exercise that requires both a lot of organisation and agility."

Marguerite Bérard

Head of French Retail Banking and member of BNP Paribas’ Executive Committee

With “One Bank for Corporates in Europe and Beyond”, we offer a comprehensive and efficient banking continuity solution to our international corporate customers. BNP Paribas is thus able to support its customers in all their operations, whether local or international.

Tools dedicated to entrepreneurs

In France, we offer our entrepreneur customers a tool called “Mon Business Assistant” (My business assistant), to help them manage daily business tasks. “Mon Business Assistant” offers professionals a financial service that is directly integrated into their banking space. In Belgium, BNP Paribas Fortis offers start-ups one year of free banking services and preferential factoring solutions.


Greater efficiency for our investor clients

myMand@te is a solution developed by BNP Paribas Asset Management and the FinTech Gambit Financial Solutions. It combines autonomy and customisation of investment preferences according to investor’s risk profile and objectives. We’re also optimising and enriching the experience for investors, through our integrated distribution platform Fund@ccess, which is based on a shared operational and technology engine with Allfunds and offers access to a wide variety of investment funds.

Putting technology at the service of customer experience

The health crisis has steadily accelerated the transformation of digital uses. In particular, the use of online assistance tools or contactless payment has increased since 2020.

BNP Paribas offers simplified 100% digital processes and at BNP Paribas Personal Finance, for example, electronic signatures increased from 10% to 71% over the last four years. Continuously improving the experience and value delivered to our customers is our priority. To achieve this, developing digital functionalities is a powerful lever to offer all clients the most adapted experience possible. In this age of immediacy, experience is also increasingly mobile and the use of digital channels reduces the need to travel for daily operations such as making a transfer or managing a bank card.

 A flagship development of this galloping digitalisation is Hello bank!. This digital direct bank is rated second in France by the digital performance rating agency and attracted 130,000 new customers in 2020 to reach a total of 600,000 French customers.

Autonomy, simplicity, speed…the requirements for a successful customer experience is based as much on digital solutions as on human relations. We are committed to consolidating our achievements while continuing to develop specific know-how, particularly concerning the rational use of data.

2020 key figures

6.1m

active customers on mobile apps


+78%

active customers on mobile between end 2017 and end 2020


21m

electronic orders processed for clients at Global Markets (CIB)

Photos: © Prostock-studio, Olena, ut, Jacob Lund, Hello Jazz