World Finance, a critically acclaimed business magazine providing in-depth financial coverage, highlighted Banorte’s customer-centric services, saying it “has long been at the forefront of digital banking in Mexico.”

In a World Finance video interview released online Nov. 29, Banorte Chairman Carlos Hank González said the bank is moving ahead in its hyper-personalization mode of promotion and service delivery.

“We have moved from a strategy of one-size-fits-all promotion to one increasingly close to hyper-personalization,” he said. “This means offering custom solutions to match each personal circumstance by expanding our digital capabilities while placing the customer at the front and center of our digital transformation.”

The interview showcased Banorte’s widespread use of reusable services and components, giving it greater flexibility and a deeper knowledge of its customers to generate experiences in minutes in any of the physical or digital channels, as well as through the omnichannel experience.

World Finance saluted Banorte for “putting each and every individual customer at the center of its digital transformation.”

Carlos Hank González said its branches can open personal accounts in just 15 minutes, 100 percent digitally, incorporating high-value functions and security for the customer. Among other advances, credit cards and mutual funds are available from the bank’s mobile app in a matter of minutes. 

There’s also paperless processing of contracts through any of its channels and digital identity verification to make it easier, quicker and more secure for customers to access its services.

“We invest around 13 percent of our total income each year in transforming our bank to continuously improve our self-service channels and enhance our banking operations, as well as to leverage on data about our customers and the market to achieve hyper-personalization,” he said.

Among many initiatives, Banorte’s analytics team has developed indicators that incorporate information from its branches, including valuable insights on each micro-market to support existing clients and attract new ones.

He said Banorte remains focused on four major technological bridges: the use of the cloud, artificial intelligence, data and biometrics identification – all targeting the creation of custom services for each person.

“The goal is to seamlessly combine our branch-based services with our digital efforts. It ensures a flexible experience that works for all ­– whether a customer prefers to bank in-person or on their smartphone. Innovation is at the core of what we do, and that’s especially critical for the industry as a whole during these unprecedented times,” he said.

Because of those efforts, Banorte recently received a Google Cloud Financial Services Customer Award, honoring it for innovative thinking, technical excellence and digital transformation.

Also, in June, World Finance, based in the UK, gave Banorte Best Retail Bank in Mexico and Best Corporate Governance awards – the only bank in Mexico to win in those categories. The outlet said Banorte continues to lead the way in the “customer-first era” of retail banking.