The Bank continues its strategy of developing client-inspired services, a mobile super-app, supporting them in numerous aspects of their daily lives and hyper-personalization. All elements of the Millennium 360° offer were developed on the basis of an extensive research into customer needs and leading trends.

- Millennium 360° is much more than an account. Following extensive research into client needs, we meet the dynamically changing expectations of our consumers who are looking for the most effective tools to cope with their systematically and rapidly evolving everyday lives. Apart from a complete, free-of-charge account with many mobile tools and home assistance, we offer further additional services that clients expect - Refunds for purchases, a service combined with the presentation of personalized offers, a competitive Currency Package to the card, and soon CyberSupport solution, the first of this type on the market – says Tomasz Pol, Director of the Retail Banking Marketing Department at Bank Millennium.

As part of the new offer, account keeping are unconditionally free. After meeting a simple condition (5 card or BLIK payments or 1 payment in the case of people aged 18-26), for PLN 0 there is also a debit card, BLIK payment service and withdrawals from all ATMs in Poland and abroad are commission-free. Domestic transfers in PLN, standing orders and direct debits as well as BLIK transfers to the phone are always unconditionally free. The account is offered with Pakiet Bardzo Pomocny (Very Helpful Package), appreciated by clients, whereby you can use the help of a professional at home, as well as medical and IT assistance.

A novelty are currency services – Currency limit, under which the client may make payments in any currency without the bank's margin for currency conversion up to PLN 1,000, at an attractive rate offered by payment organization, and the Currency Package, which the client can conveniently turn on in the mobile application, at a price of PLN 9.90 per week, including unlimited currency transactions at an attractive rate of the payment organization, without an additional bank‘s margin for currency conversion.

The Bank has been consistently developing its online services, offering clients functionalities that support their every-day needs. It combines the goodie shopping platform with electronic banking, offering as part of Millennium 360° the Refunds for purchases service with a personalized presentation of store offers, a higher level of return for Millennium 360° clients and presentation of the amount of the accrued return in e-banking.

Soon, the bank will also provide its clients with e-vouchers, i.e. the functionality to purchase in the application the top-up codes, e.g. for games or multimedia.

- We already have over 2 million clients who use the bank’s services on their mobiles. Hence, we have been consistently implementing the strategy of developing mobile services towards super applications which we design together with our clients based on the highest UX standards and research in our UX Lab. Our app combines financial and non-financial services – our clients already use the application to pay for motorways or buy municipal transport tickets, they buy motor insurance in the application, as well as apply for family benefits. However, today we focus on e-commerce since already 77% of internet users in Poland shop online**. So there are also our clients and thus comes our offer of a refund for purchases. Nevertheless, given the scale of the presence of clients in the internet, we are also very eager for them to feel safe. Thus far, we have conducted numerous educational activities in this area, but we still want to offer something more, a new CyberSupport service, available in e-banking – says Halina Karpińska, Director of the Electronic Banking Department at Bank Millennium.

For years now, Bank Millennium has been focussing on provision of personalized solutions which are best tailored to the individual needs of our clients. Personalization is key and this trend is deepening. According to the Bank Millennium's research into client loyalty, personalization has the strongest impact on the inclination to recommend (NPS)***. Hence, the final shape of services is always the result of observations of the client behaviour and needs, but also trends that the bank seeks to anticipate.

- Personalization is the answer to the fundamental challenge of the digital era, which is to develop and maintain customer relationships. Customer digitization is progressing increasingly faster - today, for many clients the bank is a mobile application. But even in the midst of this widespread digitization, one should remember that each of them still wants to feel special and expects a deeply personalized customer experience. And therefore, at Bank Millennium, we are implementing hyper-personalization striving to make it easier for our clients to find and use what they need, exactly when they need it. Hyper-personalization comes also as an improvement of almost every interaction with the client, taking into account the product offer and at the same time going significantly beyond it – e.g. by introducing a number of useful tips. Recognition of customer needs is based on data analytics, machine learning and artificial intelligence. This is exactly how we built our personalized Refunds for purchases service – says Mariusz Gromada, Director of the Customer Intelligence Department at Bank Millennium.

The Refunds for purchases service is offered in a joint effort with the goodie purchasing platform from the Bank Millennium Group. It has been extremely popular with the value of purchases in the programme already above PLN 1 billion, and the value of cashback accrued on this amount already over PLN 27 million.

The goodie shopping platform (mobile application and website) is one of the few apps on the market that allow you to combine promotions, so users can take advantage of special discounts and bonuses offered by stores, and at the same time receive a refund of part of their expenses. As part of goodie cashback, there are nearly 800 popular brands and online stores available.

- The goodie cashback service is appreciated both by its users and by e-commerce representatives – it creates a synergy effect where each party gains from the cooperation. Its pilot in the bank's online service and mobile application were also met with great interest. As the bank's clients were very eager to use goodie cashback, we are sure that in its personalized version integrated with the bank account, the Refunds for purchases in online stores service will be a great success. The more so, as in a joint effort with our partners we are preparing special, diverse and attractive offers for Millennium 360° holders – says Wojciech Grudzień, Chairman of the Management Board of Millennium Goodie.

More information on the new offer will be available soon at the bank’s website: www.bankmillennium.pl.

*”Millennium 360 ° Refresh” survey performed by GfK Polonia for Bank Millennium in September 2021 on a sample representative for the general adult population of Poland n = 1210 respondents, in the CAWI technique.
**”E-commerce in Poland 2021” survey performed by Gemius
****Data based on the internal 2021 retail client NPS Barometer survey (n=3517)