Digital transformation in Polish banking

The Polish banking sector is undergoing a digital transformation characterized by enhanced security measures and evolving consumer demands for mobile-first services.

Financial institutions have begun implementing advanced security and identity verification tools. VeloBank has reported that over one million customers have consented to behavioral verification through the Biuro Informacji Kredytowej (BIK), a system that monitors user patterns like typing speed and mouse movements to detect unauthorized access. Additionally, PKO Bank Polski has introduced a digital onboarding process using the e-Dowód, mObywatel app, and selfie recognition to reduce the necessity for in-person branch visits.

Consumer trends reflect a high reliance on digital tools, with research from Santander Consumer Bank indicating that 75% of Poles view mobile banking as essential. While there is a growing demand for sophisticated app features such as automated reminders and intelligent expense categorization, service quality in physical branches remains a point of differentiation. BNP Paribas Bank Polska, Bank Millennium, and Credit Agricole have seen high service scores, whereas some institutions have struggled to meet expectations regarding credit card availability and digital offerings.