How digital banks change the customer experience

The change already appears in the numbers. According to data from the Brazilian Federation of Banks (Febraban), 82% of Brazilians' banking transactions are carried out through digital channels (cell phones and internet banking). Of a total of 208 billion transactions carried out in 2024 through the different service channels of financial institutions, 75% were carried out via smartphone.

The research also shows that digital channels are consolidated as the main point of financial relationships. This advance is highlighted by mobile banking, which totaled 155 billion transactions in the period, 20 billion more than in 2023, which indicates an increase of 15%.

In this scenario, digital banks expanded access to the financial market and helped to reduce historical barriers that limited part of the population's relationship with the banking system.

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How digital banks expanded access to the financial market
By eliminating much of the bureaucracy and reducing operational costs, these institutions were able to offer solutions that previously depended on physical presence in branches. According to Priscila Salles, Executive Director of Clients at Inter, this process was decisive in promoting financial inclusion in Brazil.

"Digitalization eliminated steps that previously made access difficult and made the system more inclusive", he says.

Among the factors that drove this transformation are:

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- 100% digital account opening
- Elimination of maintenance fees
- No need to travel to branches
- 24-hour service availability
- Integration of different products in a single application

What changed in the customer experience with banking digitization
The process stopped focusing on bureaucracy and started to prioritize convenience and personalization. Today, activities that previously required traveling and queuing can be carried out quickly. Among them are:

- Balance and statement consultation
- Make transfers and payments
- Credit request
- Insurance contract
- Investment contribution
- Manage cards

In addition to practicality, technology allows banks to better understand users' needs and offer solutions that are more aligned with each customer's profile. This model reduces the time spent on financial tasks and increases consumers' autonomy in managing their own money.

Why do digital banks invest in personalization and innovation?
Digitalization is not limited to creating applications. The difference lies in the use of data and technology to offer more efficient experiences. Digital banks use data analysis tools to identify customer behaviors, needs and preferences. This allows you to create more intuitive and personalized journeys. Some benefits of this approach are:

- Offers more suited to the user profile
- Faster service
- Less bureaucracy
- Integrated experiences
- Greater ease in purchasing products

How do digital banks reconcile innovation and security?
Although innovation is one of the pillars of the sector, security remains one of the main challenges for digital financial institutions. To ensure customer protection, banks invest in mechanisms that involve:

- Transaction monitoring
- Data encryption
- Multi-step authentication
- Artificial intelligence for fraud prevention
- Compliance with regulatory standards

This balance between innovation and solidity is considered essential to sustain the sector's growth. While offering more modern experiences, digital banks need to maintain rigorous security and compliance standards, preserving customer trust.

FAQ: frequently asked questions about digital banks
What differentiates a digital bank from a traditional bank?

Digital banks operate mainly through applications and online platforms, reducing the need for physical branches and simplifying processes.

Are digital banks safe?

Yes.

Institutions authorized by the Central Bank follow security, data protection and supervision rules similar to those of traditional banks.

Is it possible to make investments in digital banks?

Yes. Many platforms offer access to products such as CDBs, investment funds, shares, private pensions and fixed income.

Do digital banks charge fees?

It depends on the institution. Many offer free or reduced-cost accounts compared to traditional banks.

Is account opening completely online?

In most digital banks, yes. The process is usually carried out through the application, with digital sending of documents and identity validation.

How does digitalization benefit customers?

Digitalization provides more practicality, time savings, cost reduction, faster service and easier access to financial services. Digital transformation has redefined the banking experience in Brazil. By combining technology, convenience and financial inclusion, digital banks have taken on a central role in consumers' lives. More than offering online services, these institutions helped to create a new standard of financial relationships, centered on customer needs and the search for increasingly simple, accessible and efficient solutions.

Source: CNN