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Engage customers and build relationships with SAP Hybris.

It’s a paradox that customers today interact with banks more but engage less.  Without personal relationships, typified by branch banking of long ago, customers log on, do their business and leave.  They turn to the Internet, rather than their bank, to meet their next banking need; eroding wallet share and fostering commodification.

So how can banks engage customers and build relationships even during the periods when they’re not selling?  That’s the topic of Finextra’s new analyst report, commissioned by SAP, which seeks to answer that question globally through surveys and interviews with customers, bankers and thought leaders.

Analyst Report: Engaging the Unengaged Customer

Digitalisation has created smarter customers who are rewriting traditional business models.


of customers look for financial products online.*


of the total time customers spend researching credit cards happens online – an average of 3.5 hours.*


of the total time customers spend researching mortgages happens online – an average of 11.5 hours.*

*Source: Google Financial Service Team

As your customer's journey is changing, so should your bank. Just because they aren't walking through your front door doesn't mean you can't build relationships and add personalised value through a great customer experience. Our white paper details what retail banks must do in order to transfer the personalised value once so common in the branch into the digital era, so that they can avoid the commodity trap and stay relevant.

Case Study: ATB Financial
Driving Customer Digital Banking Sales, Onboarding, and Activation with SAP Hybris Commerce

See how ATB Financial, a regional Canadian banking leader, continues to achieve award-winning customer experience scores using SAP Hybris for Commerce to connect with both existing and new customers effectively.


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