Transforming SME distribution: A strategic framework for customer engagement

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.

In partnership with

VeriPark

VeriPark is a global solutions provider enabling financial institutions to become digital leaders by placing Customer Experience at the core of digital transformation. With offices located in the United Kingdom, Europe, Canada, Asia, Africa and the Middle East, VeriPark is helping financial institutions to enhance their customer acquisition, retention and...

SME Banking

12/03/2025 Study

Webinar 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:

Set clear strategic goals

Evaluate your current engagement maturity

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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