Eurobank – Virtual Branch for a Digital and Personalized CX

The Eurobank Group, one of the leading international financial institutions, has undertaken a digital transformation journey to respond to the new needs of customers and the market. In a context where the banking experience is no longer limited to the physical branch, the challenge was to offer complete and personalized services online while maintaining the same standards of transparency, reliability, and quality that have always distinguished the institution.

With the Virtual Video Branch project, developed in partnership with Eudata and Cosmote, Eurobank has made available digitally the services traditionally offered in branches, enhancing the Customer Experience through advanced tools such as video support and co-browsing.

This innovation has allowed the bank to guarantee its clients a simple, intuitive, and secure interaction, capable of adapting to individual preferences, whether they choose the digital experience or the physical one.

Eurobank was looking for a digital solution capable of supporting customers during their interaction with the bank in a simple and effective way,

A video support service has been introduced to handle customer requests in real time, and co-browsing has made it possible to share documents and information immediately during the session.

Eurobank offers today a seamless and personalized banking experience, combining physical branch and digital branch to enhance the Customer Experience

Thanks to the work of Eudata, OTE has managed to help Eurobank, one of the four main banks in Greece, to develop and enrich its service portfolio, offering the best possible Customer Experience.

The work of Eudata has allowed Eurobank to diversify the ways of interacting with its clients, offering the possibility to take advantage of digital channels and improve remote interactions to sell and propose additional services.