This second installment in our three-part series builds upon the insights shared in our first study, Mastering Segmentation in SME Banking.
It explores how banks can transform their distribution strategies to meet the evolving needs of SMEs in a rapidly changing environment. With a focus on balancing digital innovation and the human touch, the report highlights how leading banks are adopting 'human-first, digitally enabled' models to deliver exceptional service at scale.
Drawing from industry research and global examples, this study equips SME bankers with actionable insights to modernize channels, enhance customer experiences, and drive operational efficiency. Download this study to delve into findings, perspectives, and case studies that will guide your bank’s channel evolution journey—helping you serve your clients better while driving growth and innovation.
Key insights
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The current state of play
Explore the shift towards 'human-first, digitally enabled' servicing models that balance digital innovation with the indispensable human touch.
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A modern way forward
Learn how leading banks are leveraging AI, automation, and omnichannel approaches to enhance customer experience while managing costs.
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Actionable insights for success
Discover practical steps and inspiring case studies that demonstrate how to modernize distribution strategies to meet the evolving needs of SMEs.
Study contributors
Ken Burke
Qorus
SME Banking Community Chairman & Senior Advisor
Andrii Hidulian
Raiffeisen Bank International
SME Segment Lead
Don Ludlow
Royal Bank of Canada
Vice President Small Business, Business Financial Services Strategy & Partnerships
Melis Özdeğirmenci
Akbank
Senior Vice President-SME Marketing
Konstantinos Kanavos
National Bank of Greece
Director, Business Banking & Key Accounts Segments
Maurice Lisi
BPER Banca
Head of Digital Business
Jenine Zachar
Standard Bank
Head Value Propositions & Client Experience; Business & Commercial Banking SA
Jack de Mooij
Rabobank
Head of Segment Value Proposition
Orla McGovern
Allied Irish Banks
SME Strategy & Propositions
Shavin Kissoondharry
Mauritius Commercial Bank
Strategy and Product Delivery
Antonio Fery Antunes
Millennium BCP
Head of Direct Channels for SME and Corporates
Atilla Derman
TEB
Director SME Marketing and Business Development
Zubair Ahmed
VeriPark
Managing Director, Middle East & APAC
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