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► Sterling bank (Nigeria) offers a personalised
banking service to customers who can initiate
a number of bank transactions including bank
transfers, airtime and bill payments, check ba-
lance and make BVN enquiries via WhatsApp.
► KBC Bank (Belgium) launched "My Car", which
uses blockchain technology to create a smooth
car loan experience from the instant the cus-
tomer signs the order to the moment they drive
their car off the dealer's lot. This includes the car
loan, insurance, the acquisition of a licence plate
and even breakdown assistance.
► BarclayCard (UK) created "Grab+Go" which
transforms a shopper's smartphone into a
"pocket checkout" so the retail customer can
scan the items they want to buy as they pick
them off the store shelves.
► N26 (Germany) has partnered with insurtech
company Clark to provide insurance to its clients.
Regulation
The FCA in the UK announced the Consumer Duty in 2022 to encourage
more customer-centric communications from banks. Clients should
receive communications they can understand, products and services
that meet their needs and offer fair value, and get the customer
support they need, when they need it.
05_ Personalised client relations
Beyond banking
Example of products/services
