VTB plans not only to increase its active customer base to 35 million people by the end of 2026, but also to take its services to a fundamentally new level. According to the report of the bank’s press service, the bank’s Senior Vice President Dmitry Breytenbicher announced this during the VTB Strategic Week.
According to him, the development of technology and working with big data makes it possible to copy the individual approach, which was previously available only to the wealthy, to all bank customers.
“We strive to be a bank for all life situations, every day, for both the customer himself and his family… We plan to actively develop our Family Bank project, improve the conditions of the loyalty program, invest in development. our own payment solutions and payment methods “- noted Breitenbecher.
Therefore, as part of the new strategy, VTB plans to develop comprehensive services for customers and family members. Family Bank is expected to unite one million Russian families within the next three years, and the number of customers using daily banking services will double to 15 million.
It was noted that a special offer will be created for each family. For example, the bank will offer spouses the opportunity to make joint savings, and for the older generation, it will focus on ensuring the security of their cards and accounts.
In addition, the bank will launch payment solution VTB Pay, expand payment through SBP, update the loyalty program for retail customers and offer other tools for everyday financial services.
Also in 2024, VTB will launch a service to request money in case of force majeure, increase the limit of additional cards and stickers or automatic account replenishment for family and friends.
At the same time, the bank plans to increase investments in the development of a loyalty program for individual customers by 1.8 times this year. Thus, users will be able to select categories for refund and get it back after purchase. Currently, 15 million customers are connected to the program, and by the end of 2026 this figure will account for 100% of the bank’s entire active customer base (35 million people).
The relaunch of the loyalty program is expected to nearly triple customer transaction activity by the end of 2026.