Banks and Humanity. Still Not Working Out? Notes from the “Focus on the Customer” Conference
While banks substantiate the benefits of humanization through LTV and customer retention, they aren't getting more humane—they've simply found a new way to optimize profits, says Dmitry Satin, CEO of UsabilityLab.
While banks substantiate the benefits of humanization through LTV and customer retention, they aren't getting more humane—they've simply found a new way to optimize profits, says Dmitry Satin, CEO of UsabilityLab.
Journal: PLUS №12 (332), 2025
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Read in this issue:
- We're wrapping up 2025 and making projections for 2026. What does the digital ruble have in store for us?
- AI Startup School 2025 Results: Is It Not the Smartest Who Wins, but the Fastest one?
- Key takeaways of the Fifth International PLUS-Forum Digital Kazakhstan
- AI-powered banking chatbots can radically transform the customer experience
- Digital Transformation of the Eurasian Economic Union from a Participant's Perspective
- Sber Business Soft: Inclusion 2.0: When AI Thinks One Step Ahead
- New Formats of Cooperation with Foreign Players
- How Regulation Shapes the Cryptocurrency Market and Affects Its Liquidity in Russia
- Vadim Uvarov: “Our task is to create mechanisms to protect citizens from fraud.”
- Is the iPhone at risk of injection attacks?
- AI and Neural Networks: How They Are Changing the Cybersecurity Landscape in Russia
- Near-physical cyberattacks. The Big Hack Theory
- Digital Transformation of the Film Industry: How to Copy Fintech's Success for FilmTech, or Algorithms and Venture Investors Are Rewriting the Film Economy
- Professions of the Digital Ruble. Part Two. Security of Use and Convenience for Citizens
- Fintech in Singapore 2025: Key Trends
- DFAs for the Real Sector: The Legal Framework for Transformation
- Banks and Humanity. Still Not Working Out? Notes from the “Focus on the Customer” Conference
- Innovations in Acquiring 2025–2026. What awaits retail in the coming years
- Why a digital bank needs an ATM network. T-Bank's Experience
- Consumers are willing to buy premium brands on marketplaces
- Small and Medium Business in Russia: Results of the First Three Quarters of 2025