Piraeus Bank’s plans to enhance end-to-end customer service and deliver immediate responses to everyday client needs were outlined by Vassilis Koutentakis, Senior General Manager, Chief Retail Banking and Board Member of Piraeus Group, speaking at the Delphi Economic Forum XI.
He noted that banks need to pursue new partnerships, developing platforms and ecosystems in which they effectively operate as a “silent partner,” enabling customers to access products seamlessly without the bank being visibly present.
Speaking to Naftemporiki TV, Koutentakis emphasized that “today’s discussion focused primarily on embedded finance, alongside its funding by a bank that remains invisible at the point of interaction. A key issue is the governance of these transactions. Customers want to obtain a product effortlessly, but financing is often involved. At that point, credit needs to be extended without disrupting the customer experience, allowing them to complete the purchase instantly.”
He added that “this entails a process of shared risk among the platform, the merchant offering the product, and the bank providing the financing. In this area, Greece is making significant strides and is approaching a level of maturity that already exists in the rest of Europe.”
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