SUCCESS STORY: MBANK Aligning customer experience with banking processes Fast-growing mBank balances service efficiency with omnichannel customer lifestyles Investing in customer experience innovation Poland’s first fully internet-based institution, mBank, is one of the country’s strongest and fastest-growing financial brands — with an increasing presence in Czech and Slovak markets. Among its 5.4 million retail and 22,000 corporate clients are 1.7 million active mobile banking users. Success at mBank is founded on three strategic pillars: satisfy clients with the best, friendliest service; build a dominant position in mobile banking; and manage resources efficiency. And it wanted to achieve this while growing the business without increasing headcount. This strategy is und

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