Itau Unibanco where customers prefer the digital

The bank endeavours to become an ideal destination for customers to do banking totally digitally:

Brazil's largest private bank, Itau Unibanco, has several landmarks in its march towards a modern universal bank having adopted digital platforms for its transformation. The bank today has one of the most innovative models for digital services with new digital channels for operations, high-end digital branches and state-of-the-art mobile technology for interactions with customers.

One of the first initiatives in its digitization efforts, which started way back in 2013, is the introduction of a process where every customer need is addressed remotely and most often instantaneously. The customer does not have to visit a branch for this purpose as the interactions are through chats, phone messages and videoconferencing. When the system was finally put in place, the bank could strengthen its relationship with the customers, enhance their satisfaction levels and process efficiency and finally have an impact on the bottom line.

The bank today has been able to reach a level where its customers prefer to bank through digital channels even as almost all of the transactions are made through electronic channels, thereby reducing cost and increasing profits.

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