BULPROS took part in the annual Finance Tech Forum, which was held on 10th April 2019 at Sofia Event Center. The forum was organized by ICT Media & ISACA-Sofia Chapter and was dedicated to the hottest topics in the financial services industry in Bulgaria and on a global level under the slogan “The Metamorphosis of a Sector – the Digital World of Finance”. For the 21st year in a row, the Financial Tech Forum gathered financial institutions alongside with technology companies to discuss the enormous change the industry is going through. As one of the fastest growing IT companies in Europe, BULPROS actively participated in the event.

The second session of the Finance Tech Forum put the focus on the customers and the customer experience. Radoy Stoyanov, Offering Business Development Manager at BULPROS, was a guest speaker in this discussion panel and he presented the opportunities for personalization and ensuring better customer experience using innovative technologies. Using practical examples from situations every person faces in their life, he also illustrated the real benefits that both the customers and the banks can easily gain, especially in the age of Open Banking that we are already going through.

Radoy gave real examples of how banks can improve their services and ensure a digitally native customer experience by providing modern platforms, differentiating web and mobile applications, using tools like chat and voice bots, etc. In his opinion, it is not necessary that banks develop every part of the digital experience in-house, they can take advantage of the new business opportunities that are offered by partner FinTech companies.

Radoy talked about how to delight your customers by creating a personalized customer experience. He strongly believes that in today’s digital world the banks don’t really have a choice, whether to put their customers in the center or not.

As he said, “The modern banks need to find a way to communicate effectively and become a trustworthy partner to every single one of their clients in order to deliver personalized and added value services at scale.”