Eurobank to Invest €1 Billion in Largest Technology Programme to Enhance Digital and Human Banking Services
Eurobank has announced a €1 billion investment from 2025 to 2028 in its largest ever technology programme, called Banking Forward, aimed at expanding digital services and redesigning how customers interact with the bank. The initiative focuses on integrating technology, data, and artificial intelligence to create a "phygital" model that blends fast digital banking with personalized face-to-face interaction.
The Banking Forward programme emphasizes three strategic areas: Cognitive, which improves customer understanding using AI; Conversational, which simplifies interactions; and Commercial, which broadens digital service offerings within wider ecosystems. Already, 96% of Eurobank transactions are digital, with a significant portion conducted via its mobile app, particularly among younger customers.
Eurobank is also heavily investing in artificial intelligence, including generative AI, to enhance both customer services, such as the EVA digital assistant, and internal operations like mortgage assessment and document processing. The new technology architecture centers on five interconnected pillars designed to support a secure, flexible, and personalized banking experience. This transformation aims to shape the future of banking by combining innovation with enhanced human customer service.
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