Nordea Bank Abp’s customer-centric innovation and commitment to digital excellence makes it Euromoney’s best digital bank in the Nordics. The bank continued its strategy of being digital-first – delivering secure and scalable experiences to customers across Denmark, Finland, Sweden and Norway.
At the core of Nordea’s success is its One Digital strategy – a unified digital banking platform that consolidates several fragmented front-end systems into a single, scalable solution. This transformation has enabled Nordea to offer a consistent experience across its four flagship channels: Nordea Netbank and Nordea Mobile for consumers, and Nordea Business Netbank and Nordea Business Mobile for SMEs.
Nordea’s digital leadership is reinforced by a focus on customer empowerment. Through its cross-country digital adoption initiative, the bank has significantly reduced call volumes related to cards and authentication by promoting self-service capabilities.
The introduction of the Self-Service Leakage Index (SSLI) has provided a data-driven lens to track and improve digital adoption, resulting in a noticeable reduction in authentication-related calls and a substantial drop in card-related calls over the review period.
“At the heart of our digital strategy is the commitment to enhance, not replace, the personal banking relationship,” says Malthe Falck, head of One Digital. “Rather than pursuing a purely product-driven digital approach, we’ve focused on creating personalised digital experiences that strengthen client relationships. We’re digitalising relationship banking in a way that maintains the human connection while delivering the convenience and efficiency our clients expect in today’s world.”
Nordea’s digital leadership is reinforced by a focus on customer empowerment
In 2024, the bank launched a host of new features, including the Payment Initiation Service, which allows customers to transfer funds from other banks directly through Nordea Mobile. This feature, first introduced in Norway, is now being scaled across the region – demonstrating Nordea’s ability to deliver cross-market innovation at speed.
Customer support has also been transformed over the review period. Nordea’s award-winning AI chatbot, Nova, now handles a large share of the bank’s conversations annually, surpassing human agent calls. The bank’s omnichannel support ecosystem – spanning secure messaging, video meetings, AI-powered search, and pre-authenticated calls – ensures that customers receive the right help, at the right time, through the right channel.
Security and accessibility remain paramount, with the bank continuing to boost its cybersecurity measures over 2024. Nordea was the first bank in Denmark to integrate the national MitID authentication system into its customer support channels. It has also led industry efforts to combat fraud by pushing for SMS sender ID protections and enhancing in-app fraud warnings. Nordea Mobile has been redesigned to exceed WCAG 2.2 accessibility standards, ensuring inclusive banking for all.
Nordea is also empowering customers to take control of their financial wellbeing. From subscription management tools and savings inspiration pages to SME-focused user management and real-time cash flow insights, the bank is equipping users with the tools they need to thrive in a digital economy.
