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Bli værende på denne siden | Fortsett til en lignende side på norskThe Nordic Fintech Week has kicked off with strong Nordea participation. We met with Malthe Falck, Head of Retail Digital, who gave a keynote on how Nordea is leveraging AI while staying true to its purpose of building trusted customer relationships.
Nordic Fintech Week is taking place this week in a bustling venue, bringing together a line-up of more than 150 financial institutions and 200 fintechs. Nordea is also present, sharing our experiences and expertise as we’re committed to being an active member of the vibrant ecosystem that thrives in the Nordics. At the event, we sponsor the awards given to some of the most innovative fintechs in the sector, but we also talk about something as old-fashioned as customer relationships.
Your presentation at Nordic Fintech Week focused on AI in customer-centric banking. How would you describe Nordea’s approach?
At Nordea, we focus on using AI to strengthen both our digital and human-assisted customer interactions. This approach is fundamental to strengthening our personal banking relationships. Our aim is to improve our customer’s financial wellbeing at every stage of life. Creating tailored banking experiences with real-time personalisation to ensure a seamless customer experience is at the core of our strategy. We’re looking into what I would call ”conversational banking” – a whole new way of interacting with your bank. AI is also automating internal tasks, giving our colleagues customer insights faster and helping detect fraud, which also provides a much better customer experience.
Nordea has seen impressive digital growth recently. Can you share some key figures?
We’ve seen a 28% increase in active digital customers between January 2022 and now. During that same period, logins to our digital channels has risen by 37%. What’s particularly striking is that 99% of our customer interactions are now digital. Our partnerships with fintech companies have been instrumental in adding unique value to our offerings. A great example is Gimi, which is also here at the Nordic Fintech Week. We have partnered with Gimi and their pocket money app to broaden our family offering, but also because we know that good financial skills enhance financial wellbeing and support the high financial literacy we have in the Nordics.
99%
of our customer interactions are now digital.
What have you learned from implementing AI at Nordea?
We’ve experienced that scaling isn’t always that easy, but when we get it right, it makes us a much better bank for our customers. So far, we’ve used AI to make banking safer, easier and more personal: we have seen a 30% reduction in fraud losses, 76% of all chat sessions are now handled by our chatbots and we give our customers around 1.6 billion personalised insights in the mobile banking app each year. Our experience aligns with industry findings estimating that 70-85% of AI initiatives fail to deliver expected outcomes.
That said, the customer impact is clear, with an analysis from Economist Impact reporting a 46% increase in customer satisfaction due to AI implementation. Like other companies, we’ve learned that success hinges on data quality, and that data bias and quality issues concern people. Another survey shows that over 70% of AI-related problems stem from people and processes, not technology. Proper introduction and change management are therefore crucial.
Looking ahead, how do you see AI shaping banking’s future?
I firmly believe that AI should be the enabler, not the driver, of customer relationships. Technology enhances connections, but the human element remains essential. At Nordea, we’re leveraging AI to create more meaningful, personalised interactions that complement rather than replace the human touch. This balanced approach helps us build stronger, more enduring customer relationships.
What excites me most is how AI can help us better understand and anticipate customer needs. We’re working towards a future where banking becomes more intuitive and proactive, where financial guidance is personalised and timely. The combination of AI-supported employees, improved customer insights and smart automation is transforming how we deliver banking services. The future isn’t just about technology – it’s about using technology to create a more human and relevant banking experiences. That’s what drives innovation at Nordea.