Through this approach, the company plans to develop the main value, which is trusting and long-term relationships with clients. First Deputy Chairman of the Board of Sberbank Alexander Vedyakhin spoke in more detail about the role of human-centricity at the Financial Congress of the Bank of Russia.
Alexander Vedyakhin, First Deputy Chairman of the Board of Sberbank. Photo: Sber press service
“We believe that over the horizon of 10-15 years, market players will either adapt to human-centricity or leave the market. The consumer model, in which the client is viewed solely as a source of income, will become a thing of the past,” – Vedyakhin reported.
In the long term, the company plans to increase human potential and expand its capabilities. It is clarified that human-centricity is considered as a condition for the long-term sustainability of the bank’s financial success. For example, in healthcare, much attention is paid to preserving the health of a person who, as a result, should not become a patient. In the field of finance, the method is determined by well-being services, which help create long-term financial goals and opportunities.
Until 2026, the bank plans to actively develop its products and services with a focus on creating a better customer experience. Today they are used by tens of millions of customers and their number continues to grow rapidly.
In addition, the productivity of the company's employees is increasing every year. The effectiveness of protecting bank clients from cybercrime has reached 99.6%. Great attention is also paid to the creation of safe artificial intelligence, on the basis of which the credit institution is actively developing new convenient services.
For example, in 2023, the bank was the first in Russia to introduce the LLM GigaChat platform. With the development of artificial intelligence, the company is reorienting its business model to build a human-centric organization. Changes will take place in two directions. The first — gradual improvement of existing products. Second – creation of services and markets and new customer experiences. The organization clarified that within the framework of this approach, its own developments are actively used, including a language model and a neural network for generating images.
«Business of the new time will treat a person as himself, strive to help the client be flexible and adaptive in an uncertain world, meeting and exceeding customer expectations. We have set ourselves an ambitious task — to become one of the first human-centric companies. No one in the world has ever done this,” – summed up the bank's top manager.