Banking of the future now at Bank Millennium

In response to customers' growing expectations for convenience and personalization, Bank Millennium is implementing a strategy that combines digital channels and human support into a cohesive service ecosystem. The goal is to provide a consistent, omnichannel experience – regardless of how you connect. Bank Millennium clients can now share a preview of the mobile application screen during a secure phone call with a consultant. Viewing the screen with a bank employee helps to better respond to user needs and support them with more complex matters.

-Our priority is to understand our customers' needs and provide solutions that make everyday life much easier. In line with our strategy, we aim to ensure that every contact with the bank – regardless of channel – is consistent, intuitive, and tailored to the client's expectations. We are introducing new tools with the awareness that the mobile application today plays a daily support role, and at the same time, customers still need human help in many situations. We want to build channel synergies that enable us to handle both simple and more complex needs quickly, securely, and conveniently. - says Halina Karpińska, Member of the Management Board of Bank Millennium.

The bank guarantees customers comfort and security when sharing a screen preview. Such a connection is initiated by a customer in the mobile application, and the bank employee can only point to the field on the screen but cannot execute any instructions for the customer.

The project is part of the implementation of the 2025-2028 "Value and Growth" strategy. The mobile-first approach puts the application at the centre of communication, while not giving up the value of direct contact with a human being. Additional support from a call centre assistant allows one to respond more effectively to the changing needs of banking customers. This applies to a number of solutions that users can already employ, among others, intuitive support at key moments within the application, automated chat that handles the most popular queries non-stop (24/7), and direct connection to the infoline within the application without the need for additional authorisation. The Bank is also working to provide further tools to support digital users, which will facilitate operations and speed up processes, including solutions based on artificial intelligence.

More information: www.bankmillennium.pl