Banking on a future client relationship

Carlo Messina, Chief Financial Officer at leading eurozone bank, Intesa Sanpaolo, says the banking industry needs to reestablish its relationship with clients.

CM: “We will have, for sure in the future, a banking system with more capital, but more liquidity, and less leverage, because liquidity and leverage were the main reasons for the crisis. And also looking at the customers, the need is to be in a position to try to satisfy the customer, because in these two years has reduced their trust in banks, they reduced their loyalty, so we need to recover the relation with the client. And we need to act in such a way to match the risk return in profitability, having sustainable profitability for the future.”

RT: How will the companies and people feel these changes?

CM: “We need to put in a position, the client, to feel more quality in the service, less price. They have to be happy with he relation of the bank. The point is not only communication but to maintain relation with different distribution channels, because we have now, a very massive, especially in Italy, attitude to use our branches. Probably we have to move with the more virtual way of making relations with the clients, with more online banking, with more reduction in costs, to serve, for our clients.”