The Customer Engagement Capability Framework: A guide to the ideal SME Banking distribution model
SME banking is evolving, and banks must adapt to meet the changing needs of their customers. That’s why, following extensive research and collaboration with leading SME banking executives worldwide, VeriPark and Qorus have developed a powerful new resource to help banks optimize their SME distribution strategies.
This report, "Transforming SME Distribution: A Strategic Framework for Customer Engagement," brings together insights from surveys, interviews, and real-world case studies to provide a comprehensive guide to:
- Segmentation – Understanding SME customers at a deeper level
- Channel Optimization – Balancing digital efficiency with human-led engagement
- Service Unification – Creating seamless, integrated banking experiences
Introducing the Customer Engagement Capability Framework
Building on this research, we have developed the Customer Engagement Capability Framework—a structured model designed to help banks assess, benchmark, and enhance their engagement strategies across digital and human-led channels.
With this framework, you can:
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Set clear strategic goals
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Evaluate your current engagement maturity
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Align business objectives with SME customer expectations
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
Jitendra Tekchandani
DBS Bank Singapore
Executive Director, Wealth Management
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