Summary
Bank Hapoalim observed a shift in expectations and interactions within a high-value segment of customers with a direct channel preference. To meet those customers' needs, Bank Hapoalim developed a new service, Poalim Connect, which combines a personal banking relationship with online personal financial management. The strategy injects a human touch into digital banking to meet the needs of high-value digital customers. The goals of this strategy are to maintain Hapoalim's leadership in direct banking in Israel, retain customers, and acquire new customers. Hapoalim believes the new service has improved customer satisfaction, credit penetration, and customer retention.
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