Digital innovations are on the rise globally, and the banking sector plays a significant role in this transformation. The accelerated adoption of high-tech solutions enhances the overall customer experience. In this way, banks provide their clients with higher-quality, faster and more efficient financial services, because the essence of banking lies in the relationship between the customer and the financial institution. Digital cards, virtual wallets, QR-code payments – all of these are part of the new portfolio of services that banks are developing and offering.

Digital transformation in banking is no longer merely a matter of convenience – it is a necessary condition for sustainability, growth and long-term competitiveness in an era of accelerated technological evolution and shifting customer expectations. The Bulgarian banking sector demonstrates stability and maturity but also ambition to be an active participant in this transformation. Many banks are already working towards Banking-as-a-Service platforms, investing in Open Finance solutions, digital wallets, cloud infrastructure and artificial intelligence – tools that enhance not only operational efficiency but also the overall customer experience.

We are witnessing deeper integration between traditional banking services and fintech solutions, as well as increased agility in responding to changing customer needs. This is a clear sign that the sector is not only adapting global trends but also actively fostering innovation born here – in Bulgaria. The digitalisation of banking services is already at an advanced stage – over 76 percent of bank transfers are initiated via digital channels, providing fast, easy and convenient banking through mobile devices at an accessible cost.

The past few years, marked by various challenges, have undoubtedly acted as a catalyst and accelerated digitalisation across all sectors, with banking being no exception. The dynamic development of financial and technological innovations is focused entirely on customer satisfaction and seamless access to banking.

Our clients increasingly value the convenience, security and added benefits that digital channels offer

Technology is reshaping the very architecture of banking – from back-office operations to front-end solutions for end users. Yet the key question remains: how do we combine innovation with trust – the core currency of our sector? The answer lies in proactive regulation, responsible business practices and open dialogue with all stakeholders – from government to consumers. Only in this way can we ensure that technological progress does not come at the expense of security, transparency or accessibility. That is why the sector supports initiatives to improve financial literacy, raise awareness of digital risks and protect personal data. We believe that sustainable banking in the digital age must place the customer at the heart of every innovation.

True transformation requires, above all, a new mindset and new skills – both for banking teams and for customers. For clients, it is a cultural shift: embracing the idea that familiar services will now be accessed through digital channels and devices.

Digitalisation is not just about offering online services – it includes transforming the entire business model through automation, hyper-personalised financial solutions and proactive service based on real-time data analysis. As an institution with a long-standing commitment to digitalising financial services, we understand that technological progress only makes sense when it is accessible and easy to understand. For us, digital financial literacy is not just CSR – it is part of responsible modern banking.

Pioneers in personalisation
Postbank is among the pioneers in creating an omnichannel customer strategy – building a connected digital experience where clients can seamlessly transition between mobile apps, digital branches and self-service zones, all while enjoying consistently high service quality. Our advanced customer segmentation enables us to run hyper-personalised campaigns – targeted, timely and tailored to each client’s preferences and current needs. This is yet another reason why digital channels are gaining traction.

Our clients increasingly value the convenience, security and added benefits that digital channels offer. The sustained growth in these segments reflects our ongoing efforts to enhance the customer experience. In recent years, our focus has been on upgrading existing digital channels and introducing new ones that transform how we serve clients and manage operations.

We have created and are actively executing the Go-Beyond programme – a strategic plan that will transform Postbank and allow us to set new standards for service delivery, offering better and faster services, greater operational efficiency and flexibility in today’s dynamic environment. Our mission and priority remain to deliver exceptional customer experiences and high-quality financial services and digital innovative solutions through continuous process improvement and cutting-edge technology – ensuring security, convenience and efficiency in every interaction.

To meet these challenges, Postbank has invested heavily in mobile banking development, enhancements to our online platform, the OneWallet digital wallet and new analytical tools to better understand our customers’ needs. I believe that the combination of technological advancement and classical institutions will be the driving force behind a more modern, efficient and accessible banking future. Undoubtedly, the winners will be those who successfully integrate open banking models and platforms – combining speed, technological expertise and the ability to build more genuine, accessible and personalised relationships with people.