Serving customers however – and wherever – they need us
Innovation and customer-centricity are key pillars of our UniCredit Unlocked strategy. In 2023 we launched buddy R-Evolution, not only unveiling an enhanced digital service but reaffirming our dedication to serving clients seamlessly across multiple channels.
Since its market debut in 2018, our digital buddybank service model has grown substantially – serving over 410,000 customers, predominantly from the younger generation. Now, we want to provide our customers with a service that goes beyond pure digital banking.
Through buddy R-Evolution, we are offering on-demand banking for our customers: they choose where, how and when they wants to be served, whether that is by chatting with an operator, remote consulting or in-home visits, ensuring an uninterrupted relationship.
Rather than an alternative to traditional branches, this is a complementary model that will serve as a digital extension of UniCredit branches – ensuring we act as One UniCredit regardless of the model chosen by the customer.
Our ambition is for buddy to become an ecosystem of services with our client at the centre. This model is constantly evolving and will be enriched over time, bringing new innovations for all our clients.
As a Bank, we are committed to putting our clients at the centre of all we do. This means we need to serve them in the way that is best for them – whatever that means. We listened to what our clients were asking for: they wanted a combination of digital support and in-person, human engagement with our teams on the ground. They wanted choice and flexibility. They wanted a better way of banking. This is what inspired the creation of buddy R-Evolution. It responds to those client requests, providing them with a better way of banking that empowers them in their daily financial management. buddy R-Evolution’s journey is not over, and we will continue to iterate as our clients’ request, but this launch is important evidence of our commitment to working with our clients and giving them what they want. Putting our clients truly at the centre of how we do business and a commitment to delivering a digital transformation are core pillars of UniCredit Unlocked. buddy R-Evolution is a tangible demonstration of us delivering both.”
Group Chief Executive Officer and Head of Italy