KBC is nominated in the Transformative Innovator of the Year category at the Qorus-Infosys Finacle Banking Innovation Awards 2025. We asked the bank to present its strategy and actions in terms of transformation.
What transformation strategy has your organization led in recent years?
Over the past years, our organization has led a bold transformation guided by the vision 'Digital first with a human touch'. We reimagined our role beyond banking and insurance, embedding ourselves in customers' daily lives through ecosystems in mobility, housing, and energy.
Our transformation strategy encompasses the business model by a.o. expanding into non-financial services, the operating model by a.o. adopting Agile and KPI-driven approach, and technology by leveraging AI through our personal assistant Kate, as well as data-analytics and AI/data-driven decision-making.
We prioritized customer experience through hyper-personalized journeys and intuitive UX and forged strategic partnerships to drive growth. Empowering our workforce with a culture of innovation, inclusion, and collaboration, we navigate complex challenges and drove change at all levels.
This transformation, aligned with strategic goals, has positioned us as a digital frontrunner in Belgium and globally.
What prompted this strategic transformation?
The strategic transformation at KBC was prompted by a bold ambition: to become the undisputed digital leader in our home markets by putting customers at the heart of everything we do.
Recognizing the need to evolve beyond traditional banking and insurance, KBC embraced a 'Digital First with a Human Touch' strategy. Market dynamics and the rise of digital ecosystems and AI prompted this shift. Customers sought convenience, trust, personalized experiences, and solutions beyond merely financial, seamlessly integrated into their daily lives.
Key challenges included aligning legacy systems with agile innovation, fostering a culture of experimentation, and building cross-functional collaboration.
KBC leveraged AI and data to personalize experiences, launched services like Kate and KBC Mobile, and expanded into ecosystems such as housing and mobility.
The leadership team was driven by a long-term vision to empower customers, streamline operations, and set new industry standards.
This transformation shapes the future of banking.
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