How do we build a digital future for everyone?
Many businesses, including banks, are making a push to digitalisation, spurred on by increasing customer demands. But as they start closing more and more of their branches, they need to ensure that they’re continuing to serve all of their customers, not just those that are already comfortable using this new technology.
For many of the most vulnerable in society, new technology is scary because they don’t understand how to use it. As we rely more on digital solutions — like mobile payments and virtual customer service — it’s important that we all take the time to provide training and support to help everyone understand, and feel confident, using this new technology.
Nordea is actively involved in helping to bridge the digital divide and provide people with equal opportunities. This is done through the bank’s Hello Nordics programme and by encouraging employees to take an active role in their own communities.
“All Nordea employees are encouraged to volunteer to support financial skills education,” says Gunilla. “We visit schools and teach students how to manage their finances. And we also visit pensioners to teach them about digital solutions like mobile banking, Swish and Mobile BankID.”
COVID-19 forced a lot of people to embrace technology, some for the first time, others in new ways. But if we truly want to see the digital divide close, we need to be supporting these people further. Helping to develop digital skills will set people up for the future, rather than just surviving right now. The companies that help do that will be best placed to survive in tomorrow’s competitive markets.