Lighthouse 
Northstar 
Innovation studio 
Marketplace 
FintechOS 22 
Digital Retail Onboarding in CEE – Best Practices and Factors for Success
This e-book explores the state of digital onboarding in retail banking across the Banks in Central and Eastern Europe (CEE) region, offering insights and practical examples on how to build a succesful digital onboarding process.
Banks in Central and Eastern Europe (CEE) have been investing heavily in digitization for many years – and the recent global pandemic has accelerated the process. The number of people in CEE that have accessed one or more online services has risen by 15% since the start of the pandemic, according to McKinsey.
Yet, banks are losing an estimated €5.7 billion every year due to poor customer onboarding, with 63% of Europeans reporting that they abandoned a bank sign-up process in 2020 — based on research by Signicat.
Onboarding is an essential aspect of any digitization process. Building customer-centric, data-driven and easy-to-use journeys can enable banks to gain new users and measurable ROI. This eBook provides best practices for digital onboarding across the CEE region.
63%
of Europeans abandoned financial applications in 2020 – 23% more compared to 2019
€5.7
billion is lost each year by banks due to poor customer onboarding and abandonment
50%
of survey respondents confirmed they conducted financial transactions digitally
Based on our experience so far in the Central Eastern Europe region, successful onboarding includes several factors: a good strategy, good advice, compliance with local laws and regulations, access to products and great technology.
– Todi Pruteanu
VP Ecosystem with FintechOS