Transformation of the operating model from product oriented to customer-centric approach is therefore ongoing. The new client acquisition efforts are driven by our elevated readiness to digitally transform our processes and offerings and our service orientation. This shift leads to increased share of clients’ wallets and is seen by our efforts to expand and invest into the ecosystem of adjacent banking services, such as asset management, bancassurance and trade finance, leasing, payment rails, among others.
Deliberate strategic investments in technology, AI, and people are driving NLB’s transformation into a faster, more efficient, and customer-centric organization. These investments aim to increase speed to serve and reduce cost to serve, while maintaining high customer satisfaction (transactional NPS remains solid with upward trend across key products and markets). These investments are the foundation of our long-term competitiveness, enabling faster, more efficient, and more personalized client service.
The Group’s balance sheet remains very robust, with sound portfolio quality and growth of the funding base achieved without material increases in average funding cost – a key competitive strength of our banking Group.