BOV’s efforts driven by a vision to provide an ‘effective omnichannel solution’ – Kenneth Farrugia

Bank of Valletta plc (BOV) CEO Kenneth Farrugia on Thursday touched on the bank’s efforts to digitise its operations and offer an "improved" customer experience.

This came during the first of a series of management meetings held by BOV with key players across all its customer touchpoints, in order to bring together the people who provide the bank’s services to its customer base.

Mr Farrugia emphasised the importance of working in an agile manner, consolidating BOV’s efforts across areas to improve its customer experience.

“The bank’s efforts are being driven by a vision to provide an effect omnichannel solution to our customers,” he explained.

“The progress being made in digitising the bank’s operations and offering a seamless service across these touchpoints goes a long way toward achieving this goal. Keeping the customer at the centre of all decisions is of critical importance,” he added.

BOV Chief Wealth Management Officer Simon Azzopardi also highlighted the importance of forming synergies within an organisation.

“Bringing together professional teams and specialised staff and encouraging cooperation and mutual trust across all functions is critical in building synergies and yielding higher efficiency across the organisation,” he said.

Speaking towards the end of the meeting, Head Retail Network Geoffrey Ghigo acknowledged the challenges that BOV overcame during 2022, primarily thanks to its employees’ hard work and commitment.

He said that BOV is developing and introducing “a number of initiatives” that are “key” in aligning its business goals with the “overall vision of keeping the customer at the core” of everything it does.

“Such occasions also give us a unique opportunity to listen to our people, who can provide invaluable feedback through their day-to-day engagement with customers,” he concluded.