Balancing human and digital: BPER Banca

Maurice Lisi, Head of Direct Channels BPER Banca, believes that while digitalization is important, there are limits to what banks can achieve solely through digital means. He tells us more about the bank’s balance between digital and human touch, in an interview for the Qorus-Avanade report titled Balancing human and digital: Are banks losing touch with customers?


What are your roles and responsibilities in the bank?

I joined this organization in June 2022 and am relatively new to the team. I currently oversee the digital business department, which reports directly to the Chief Retail and Commercial Banking Officer. My responsibilities encompass a range of activities related to Digital Business, such as mobile banking, web banking, transactional business, cards, POS, and acquiring. In addition, I am also responsible for the digital branch, which combines self-service channels with human interaction. I lead a team of over 300 people and oversee the overall digital offering of the group, ensuring a balance between digital and human touchpoints.