Banking transformation in action: BPER Banca

As part of the Qorus-Infosys Finacle Banking Innovation Awards 2026, we selected a few of the banks whose projects impressed us the most. Among them, BPER Banca in Italy presented the incredible transformation work they have accomplished.


What transformation strategy has your organization led in recent years?

Over the past few years, BPER Banca has undertaken a Group-wide transformation to evolve from a traditional banking model into a simpler, more digital, customer-centric and data-driven organization. Guided by our B:Dynamic Full Value 2027 strategy, the transformation spans every dimension of the bank: modernizing our technology platform through cloud, AI and cybersecurity investments; redesigning our operating model around omnichannel customer journeys; simplifying internal processes through automation; strengthening data-driven decision making; and investing in our people through large-scale upskilling and new ways of working.

At the same time, we are reshaping our business model by expanding advisory-led services, wealth management and specialized product capabilities while maintaining a strong commitment to sustainability and local communities. Our vision is to build a more agile, resilient and future-ready bank that combines digital excellence with the trusted human relationships that remain at the heart of banking.


What prompted this strategic transformation?

BPER Banca's transformation was driven by the convergence of profound changes reshaping the banking industry: rapidly evolving customer expectations, accelerating digital adoption, increasing regulatory complexity, heightened cybersecurity requirements, and the disruptive potential of artificial intelligence. At the same time, the integration of newly acquired businesses created an opportunity to simplify operations, harmonize processes and build a stronger, more scalable banking platform. Our leadership recognized that long-term competitiveness would depend not only on technology investments but also on redesigning how the organization works, serves customers and develops its people. The transformation was therefore conceived as a holistic evolution rather than a series of isolated initiatives—combining operational excellence, digital innovation, data-driven decision-making and workforce empowerment. Ultimately, our ambition is to create a more agile, resilient and customer-centric bank, capable of delivering sustainable growth while preserving the trust, proximity and relationship-based values that distinguish BPER.

How has your workforce been engaged and transformed through this journey?

At BPER, we believe sustainable transformation starts with people. Alongside our technology investments, we have focused on building a culture that embraces innovation, collaboration and continuous learning. We have strengthened digital and AI capabilities through targeted recruitment, large-scale upskilling programmes and leadership development initiatives designed to equip our people with the skills needed for the future of banking. Cross-functional teams, agile ways of working and knowledge-sharing initiatives have helped break down organizational silos and accelerate innovation. We have also invested in change management and internal communication to ensure employees understand not only what is changing, but why it matters and how they can contribute. This people-first approach has increased engagement, strengthened digital capabilities across the organization and created a more agile, customer-centric workforce, ready to support BPER's long-term strategic ambitions in an increasingly.


What measurable outcomes demonstrate the success of your transformation?

Our transformation has strengthened BPER's ability to create sustainable value across customers, operations and the organization. We have accelerated the integration of acquired businesses into a single operating platform, enhanced our digital and omnichannel capabilities, and improved the scalability of our technology infrastructure. The new Business Plan builds on these achievements with over €650 million of investments in technology, security and AI, a target 7% reduction in operating costs, and an ambition to empower around 30% of employees through large-scale upskilling, while maintaining a CET1 ratio above 14.5%. We also aim to significantly increase digital adoption, expand fee-based services and simplify customer journeys through AI-enabled automation. Together, these initiatives are strengthening operational efficiency, improving customer experience and positioning BPER for sustainable, long-term growth.