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.

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 80%* 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.

*December 2022 figure

A flagship development of this galloping digitalisation is Hello bank!. With its 1 million customers in France, Hello bank! is ranked « bank number 1 in the digital customer relationship » by D Rating, the’independent agency for rating companies’ digital performance, for the third consecutive year.63% of BNP Paribas’ online bank customers in France are app only (December 2022 figures).

With an NPS (Net Promoter Score) of 57, Hello bank! is now one of the most recommended banks in France by its 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.
280 M

This is the average number of monthly connections, at the end of September 2022, to BNP Paribas mobile Apps*.

i.e. a growth of almost 25% in one year.

*Scope: individual, professional and private banking clients of commercial and digital banks, Nickel and Personal Finance

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

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