2019 Interim Results Credit Presentation
Strategic Priorities: Serve Customers Brilliantly
2019 Interim Results Credit Presentation
Embedding voice of customer
Investing in digital and
physical channels
New brand strategy
in our businesses
H1 2019 Progress
• Leading supporter of home building and home buying in Ireland;
•
-
Approved €750m in development financing
€1bn Green Fund launched; and
Expanding mortgage distribution platform through mortgage broker network
Launched Ireland's first Financial Wellbeing programme designed to help customers
to better understand, plan and improve their finances
• Established a Vulnerable Customer Relationship Unit
•
.
.
Continued investment in our branch network, contact centre and digital channels is
improving our customer experience
Digital application tracker launched, initially for personal loans, facilitating real-time
order tracking by customers
New brand strategy launched supported by multi-year customer strategies
Target Outcomes
• Significant improvement in
customer satisfaction and
advocacy
• Straight through processing;
digital journeys
API foundation for Open
Banking
• #1 for customer experience
and brand in Ireland
Bank of Ireland
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