The first Branch of the Future is opening in Sofia. It is located in Sofia Business Park and combines a large number of innovative solutions, aiming to transform a visit to the banking branch into a pleasant experience for the customers of the largest bank in the country - UniCredit Bulbank.
The "Branch of the Future" project ranks among the highest-priority projects for UniCredit in the region of Central and Eastern Europe and the pilot country for the first branch of that kind is Bulgaria.
"As it is written down in our mission statement, we take responsibility to create value for our customers and the Branch of the Future project is a tremendous step in this direction. The main goal of the project is to make customers feel special at every step in their journey in the branch - from attraction to departure. We have observed the trends in the changing behavior of our customers and want our branches to be in line with these changes", explained Mauro Maschio, Head of CEE Retail Division, who is in Bulgaria especially for the opening.
The Customer Journey
In creating the overall concept of the Branch of the Future, UniCredit cooperated with the UK company i-am associates, which are specialized in creating customer experience.
"We have paid great attention to each of the steps in the customers' interaction with us: attract, threshold, orientation, waiting, interaction with the bank and departure. For each step there is a corresponding zone in our branch, created in such a way so as to make the experience as pleasant as possible. To achieve that, we have combined the effect of more than 20 various projects and initiatives in all areas of the bank, impacting the customers on a rational as well on emotional level", explains Tsvetanka Mintcheva, Deputy Head of Retail Banking at UniCredit Bulbank who is in charge for the project in Bulgaria.