In today’s rapidly evolving financial landscape, digital engagement is crucial for banks and financial institutions to remain competitive. During the “Digital Engagement in Banking” webinar, organized by Natech Banking Solutions in partnership with Fintech Moldova, experts shared actionable insights and strategies for enhancing digital engagement and staying ahead of industry trends. Below are the key takeaways:
Digital banking adoption is rising globally, but regional differences remain significant. Customers today demand more than just remote access; they seek personalized financial advice, enhanced digital services, and user-friendly platforms.
Globally, digital-only banks and mobile-first solutions are gaining momentum, particularly in Asia, where super apps are driving innovation. However, Europe is catching up fast, with neobanks like snappi, a mobile-first Greek bank with a pan-European license, accelerating this shift.
As Fanis Mesolongitis, Regional Head of Solution Consulting at Natech Banking Solutions, explained:
“Europe has traditionally been more conservative, but it’s catching up fast. There is increasing demand for digital banking alongside traditional services.”
In Romania, digital banking adoption is growing steadily, although cash transactions still dominate in rural areas, highlighting the need for a balanced approach that integrates both digital and traditional methods.
Additionally, while six out of ten Romanians now use mobile apps for payments, card usage remains higher in certain regions. In contrast, Croatia reports digital banking engagement of up to 86%, while Bulgaria is around 75%, and Romania lags behind at over 60%.
In Moldova, banks face growing demands for personalized, interactive digital experiences as customer expectations evolve. Customers increasingly expect banks to go beyond basic services by offering proactive financial guidance. This growing need is driving banks to innovate rapidly, ensuring they meet the higher expectations of both existing and new customers.
As Alexandra Sidorenco, Head of Digital Business Division at Euro Credit Bank (Moldova), emphasized:
“Customers expect much more than just remote access to banking services. They want guidance on how to save money and manage their finances more wisely and effectively.”
What remains consistent across all regions is the increasing demand for personalized, seamless digital experiences. Banks must adopt customer-centric solutions that balance innovation with local preferences and infrastructure challenges, ensuring they remain competitive in both advanced and emerging markets.
While branchless banking is projected to grow, a phygital approach—a blend of physical and digital services—remains essential, particularly for older generations. This hybrid model allows banks to meet the diverse needs of customers who still prefer in-person banking interactions.
At the same time, mobile banking is rapidly becoming the platform of choice for most users. Fanis Mesolongitis pointed out:
“Mobile banking is now preferred by 60-65% of users. A few years ago, people preferred web banking, but now mobile is taking over.”
This trend is expected to accelerate, with over 90% of users projected to rely solely on mobile banking in the near future. To maintain customer satisfaction, banks must ensure that mobile platforms offer simplified user experiences with strong security features, such as biometric authentication—face recognition, touch ID. In the words of Fanis Mesolongitis:
“Simplicity and security are non-negotiable in mobile banking apps. People want biometric security, ease of navigation, and seamless interaction with their bank.”
Customers now expect more than just basic banking services. Mobile apps that integrate financial planning tools, insurance options, and lifestyle features create a comprehensive ecosystem that fosters long-term engagement. Personalization through AI-driven insights and dynamic interfaces is increasingly important in meeting these expectations.
Artificial Intelligence (AI) and big data are transforming how banks engage with customers by enabling highly personalized experiences. AI-driven insights allow banks to tailor the customer journey based on individual behavior, creating smoother and more intuitive interactions. Fanis Mesolongitis noted that:
“AI allows banks to offer tailored customer experiences, adjusting the journey based on each user’s behavior.”
These tailored solutions improve engagement by anticipating customer needs and providing timely, relevant interactions. By analyzing large datasets, banks can offer personalized financial recommendations and guide users through complex processes.
Building an ecosystem that extends beyond traditional banking services is crucial for maintaining long-term customer engagement. By integrating lifestyle tools such as financial planning and insurance services, banks can deepen customer loyalty, making their apps an essential part of daily life.
As Alexandra Sidorenco emphasized:
“If we build more than just banking services and think about covering broader needs, we can keep our customers inside the app long-term.”
Gamification has proven to be an effective strategy for enhancing customer engagement in digital banking. By incorporating reward systems, personalized challenges, and playful features, banks can motivate users to interact with their platforms more frequently. Alexandra Sidorenco highlighted that:
“Gamification helps increase that stickiness, keeping customers engaged by giving them reasons to go back into the application every day.”
Gamified features such as daily challenges, streak-based rewards, and behavioral nudges help customers adopt better financial habits while staying engaged. Banks can also create a sense of progress and achievement, fostering long-term customer loyalty.
Incorporating non-banking services into these platforms further strengthens customer engagement, offering additional value that goes beyond traditional financial services.
As digital banking grows, so do concerns about security, compliance, and fraud prevention. Banks must invest in robust security systems while educating customers about the rising threat of social engineering attacks. In addition, banks must prioritize AML compliance and combating financial crime. A risk-based approach allows institutions to balance innovation with regulatory demands. Fanis Mesolongitis noted:
“Ensuring the bank’s survival through robust security and AML measures is paramount.”
Advanced security features, such as biometric authentication and behavioral analysis, offer an additional layer of protection, while customer education remains crucial for raising awareness of potential risks.
To effectively assess the success of digital engagement strategies, banks need to move beyond basic feedback mechanisms like post-transaction ratings, which often capture limited or skewed responses. Instead, actionable insights can be derived by monitoring conversion rates, identifying user flow interruptions, and using AI-driven analytics to detect points of friction.
Before launching new features, banks should conduct in-depth customer interviews, test prototypes, and gather feedback from both existing and potential clients. By focusing on data-driven KPIs, banks can refine their offerings to better meet customer needs.
The future of banking will hinge on personalized services, AI-driven insights, and the seamless integration of physical and digital channels. Financial institutions that adopt these strategies will not only enhance customer satisfaction but also maintain a competitive edge in a rapidly changing landscape. For a deeper dive into these topics, the full webinar recording is available here.