Today, a challenge to differentiate in an already highly-competitive space is less about digital-first, tech-rich offering and ALL about customer centricity.

Customers of any generation now expect their banks to go beyond ‘personalised transaction based digital banking’ to fully ‘empathic banking’ that fosters stronger emotional connections while delivering frictionless journey and relevant advice, service or product, at the right moment using their channel of choice – anytime, anywhere.

Achieving this success requires the outside-in thinking approach of the “Service-Profit Chain” by linking employee satisfaction to customer loyalty and profitability:

Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of the services provided to customers. Value is created by satisfied, loyal and productive employees. Employee satisfaction results primarily from high-quality support service and policies that enable employees to deliver results to customers.



How can today’s technology help determine an individual need, predict a problem while recognising emotional motivators to create highly-tailored offerings?

How can banks bring more human touch to digital banking experiences that help build stronger customer emotional connections to improve loyalty and retention?

What key tools and engagement strategies help employees in and out of the branch, build stronger customer relationships, drive productivity, satisfaction and overall bank profits?


Auke Douwe Veenstra

Speaker 1

Director of Digital Banking for Benelux & Nordics at Temenos


For nearly 30 years, Auke has built a solid track record in the financial services industry through executive, consultant, analyst and digital business strategy roles across Europe, US and LATAM. His passion is helping build, scale and transform banks & insurance companies through implementation of digital-first strategies. As a frequent speaker and moderator in International Conferences and a participant in extensive network of Banking executives, FinTech and Technology leaders, he brings wealth of 3D perspectives, experience and knowledge.



Temenos is a world-leading banking technology provider that delivers outstanding banking experiences to more than 1 billion customers all around the world. With a platform for business transformation, Temenos helps financial institutions to accelerate their digital transformation and reimagine the way that they engage with their customers through both, the digital and physical channels, creating a consistent and seamless experience. It’s digital banking without limits!