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“We are going to combine two different things. AI with HI that I’m going to call ‘human intelligence’. And the goal for us is to deliver a new banking experience.”

Maurice Lisi Head of Digital Banking

Case Study

Human Collaboration as a Strategy with Maurice Lisi

Maurice Lisi is the Head of Digital Business at BPER Banca, the parent company of Italy’s third largest banking group in total deposits. With a successful background in some of Italy’s largest financial institutions, Maurice excels in digital innovation and strategizing for digital transformation.  

At Unblu Impact Day, Maurice took to the stage to share his insights on “Human Collaboration as a Strategy,” setting out his vision for BPER as a fully hybrid bank that leverages the best of human ingenuity and artificial intelligence.

Key outcomes

Hybrid approach based on lessons from failed digital banks

In the first part of his presentation, Maurice demonstrates why a hybrid model – combining digital services and human support – is essential to succeed in today’s market landscape. 

This video will cover:

1. Failures of digital-only banks: Examples like Simple Bank and Marcus show that even with great customer experiences, they struggled to generate sustainable profits due to a lack of complex, revenue-generating services.

2. Profitability in complex products: Hybrid models are crucial to offer complex financial products like life insurance, pension funds, and wealth management, which yield higher margins.

3. Customer needs evolution: As customers’ financial needs grow (e.g., mortgages, insurance), they require personalized advice that digital-only solutions can’t fully address.

4. Decline of physical branches: Despite branch closures, the need for human interaction in complex financial decisions remains, making hybrid approaches vital.

AI supports profitability by enhancing advisor performance

This video will cover: 

1. Efficiency in customer interactions: AI reduces the average conversation time, allowing advisors to handle more clients while providing high-quality service.

2. Tailored product recommendations: AI can suggest products like credit protection insurance or enhanced savings plans, significantly increasing cross-selling opportunities (from 10% to 75% when advisors step in).

3. Generative AI for real-time support: Advisors receive AI-generated suggestions for customer inquiries, ensuring accurate responses and reducing errors (e.g., preventing incorrect product advice).

4. Hyper-personalization: AI helps tailor financial advice and product offerings based on individual customer data, increasing the likelihood of higher-value transactions.

Unblu’s role in BPER’s successful journey

Unblu played a pivotal role in BPER’s journey to digital transformation:

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“We are going to combine two different things. AI with HI that I’m going to call ‘human intelligence’. And the goal for us is to deliver a new banking experience.”

Maurice Lisi Head of Digital Banking

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If you have any questions, please email us at sales@unblu.com