2019 Interim Results
Serve Customers Brilliantly
Bank of Ireland 2019 Interim Results
Embedding voice of customer
Investing in digital and
physical channels
New brand strategy
in our businesses
H1 2019 Progress
• Leading supporter of home building and buying in Ireland;
Approved €750m in development financing
€1bn Green Fund launched; and
Expanding mortgage distribution platform through mortgage broker network
Launched Ireland's first Financial Wellbeing programme designed to help customers
to better understand, plan and improve their finances
Established a Vulnerable Customer Relationship Unit
• Continued investment in our branch network, contact centre and digital channels is
improving our customer experience
• Digital application tracker launched, initially for personal loans, facilitating real-time
order tracking by customers
New brand strategy launched supported by multi-year customer strategies
Target Outcomes
• Significant improvement in
customer satisfaction and
advocacy
• Straight through processing;
digital journeys
•
API foundation for Open
Banking
#1 for customer experience
and brand in Ireland
Bank of Ireland
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