In her talk, Van De Woestyne highlighted that banks and financial institutions should no longer focus solely on major transactions, such as buying a home or a car. The real impact comes from guiding customers throughout their entire life journey, including the smaller, everyday moments that are often overlooked.
At KBC, this means supporting customers in everything that contributes to their financial wellbeing and quality of life, from advice on renovations to helping find reliable service providers.
By moving from a transactional focus to a journey-oriented approach, KBC builds deeper relationships, greater trust, and stronger customer loyalty.
In her talk, Van De Woestyne highlighted that banks and financial institutions should no longer focus solely on major transactions, such as buying a home or a car. The real impact comes from guiding customers throughout their entire life journey, including the smaller, everyday moments that are often overlooked.
At KBC, this means supporting customers in everything that contributes to their financial wellbeing and quality of life, from advice on renovations to helping find reliable service providers.
By moving from a transactional focus to a journey-oriented approach, KBC builds deeper relationships, greater trust, and stronger customer loyalty.
"Don’t ask your customers what they want, anticipate to provide even better solutions."
KBC goes beyond traditional customer surveys. Rather than simply asking what customers want, the bank observes their actual behaviour and intentions. These insights are combined with technology (such as KBC’s digital assistant Kate) and human expertise. Kate uses AI and large language models to provide personalised, proactive support, while human experts remain involved where needed.
This hybrid approach enables KBC to anticipate customer needs more effectively and offer relevant solutions. Customers experience both efficiency and empathy, while KBC evolves into an ecosystem that grows alongside their lives.